Program Overview

The Premium Support Services program complements and extends existing standard support options by providing additional, prepaid support services. The program was designed for ESRI clients who are developing, implementing, or supporting complex, mission-critical GIS applications as well as business partners developing key applications and/or solutions within critical software development life cycle schedules.

Premium Support Services are composed of

• Prioritized incident management
• An assigned Premium Support Services coordinator
• Guaranteed incident acknowledgment time
• Proactive incident status reporting
• Premium Web site access
• Toll-free support phone number
• GIS system/environment profiling
• Software alert newsletter
• Quarterly Premium Support Services review teleconference

Premium Support Services are not intended as a substitute for standard support services but as an enhancement used for critical incidents that require a higher level of response. The expectation is that noncritical incidents would be channeled through your existing support process.

Premium Support Services are also available as part of the ESRI Enterprise Advantage and Business Partner Advantage [requires member login] programs. Together, the three comprise ESRI’s Extended Support programs, which combine the expertise of the ESRI Professional Services, Educational Services, and Support Services groups to provide options for the highest level of software and project support available.