Issue link: https://resources.esri.ca/i/747792
Our Technical Support team provides customers with complimentary nationwide access to expert staff for ongoing quality checks, technical analysis and support of Esri solutions. We provide technical and functional assistance through unlimited email or telephone support via a toll-free number from Monday to Friday between 8 a.m. and 7 p.m. Eastern Time. New Software Releases New software releases are automatically shipped to all customers who are current on maintenance. These releases contain major feature enhancements including new functionality and technology and improved performance. Service Packs Service packs are minor feature maintenance releases and are generally released on a quarterly schedule. This type of release addresses issues with the software that have been reported by users or uncovered through Esri's own investigations. Service packs are generally available via the Web and via CD distribution upon request. Patches Patches can be single fixes or a set of related fixes in a specific functional area of the software and are available via the Web. Once a patch is released, it is incorporated into subsequent service pack releases. Hot Fixes In situations where an issue is determined to be a software defect, we understand that workflows prevent clients from waiting for the next software release or service pack. We do have the ability to address some software defects outside the standard release cycle in a software patch or hot fix. In these cases, Esri Canada has a framework in place for consistent evaluation of critical client issues to determine the appropriate course of action. Secure Live Remote Support If you prefer a more hands-on approach to resolving your incident, a technical support representative is equipped with remote support tools to assist you. Each member of the Support Services staff can directly view your system using the secure NTR Support or Live Meeting tools to find an expedient solution to your problem. Esri Online Support Center The Esri Online Support Center is a dynamic Web site that delivers new technical information to the Esri user community in the form of updated product documentation, blog posts, technology announcements and more. Standard Support Technical Support | Esri Canada 1