We offer enhanced technical support coverage to help protect your investment in Esri software. Our annual Premium Support subscription program is ideal for organizations developing sophisticated enterprise GIS applications that require the highest level of support and need to minimize the impact and cost of downtime.
The Premium Support Program provides you with unparalleled support for operating and maintaining mission-critical environments. It includes all of the features and benefits included with Standard Support along with:
- Designated Premium Support Coordinator – Premium Support customers have the benefit of a direct relationship with a designated Premium Support Coordinator (PSC). These analysts are dedicated, experienced GIS professionals with technical, database administration and application expertise who specialize in resolving difficult issues.
- Priority Incident Escalation – Support incidents are immediately escalated to our senior support analysts after initial documentation. You also benefit from priority handling of all your support requests through proactive monitoring and feedback by your designated PSC.
- Priority Phone Support and Routing – Premium Support customers have a separate, toll-free number to reach their designated PSC or to be automatically routed to a senior technician who can assist with, troubleshoot and provide guidance on the technical issue.