Issue link: https://resources.esri.ca/i/747795
Types of Support Available 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 communicates new technical information to you and the Esri user community in the form of updated product documentation, blog posts, technology announcements and more. The Esri Online Support Center can be found at: support.esri.com Knowledge Base The extensive text-based knowledge base provides easily accessible solutions to technical questions. An advanced search engine enables you to rapidly search the entire knowledge base for the information you need. The knowledge base can be accessed as follows: • go to support.esri.com • click on the Knowledge Base tab User Forums The Esri software user forums are intended to provide you with a place to discuss your software questions with your peers. This is a helpful venue to ask questions and share knowledge about technical details and techniques for accomplishing tasks. The user forums can be accessed as follows: • go to support.esri.com • click on the User Forums tab Web Help Web-based help is an up-to-date version of the help system that was shipped with the product; new information is added and existing topics are updated as necessary. To access Web help: • go to support.esri.com • click on the Knowledge Base tab • click on the Web-based Help link Product Documentation Documentation includes how-tos, FAQs, tutorials, tips and tricks, functionality matrixes, best practices, and updates on Esri's past and current products. Product documentation can be accessed by: 1. navigating to support.esri.com 2. clicking the Knowledge Base tab 3. clicking the Product Documentation link As well, Esri Canada has created FAQs and tutorials from common questions posed by our clients. To view these articles, please visit the Self-Service area: esri.ca/support My Esri My Esri is a single location where you can manage all aspects of your relationship with Esri. My Esri consolidates functionality from several existing websites into a single experience, including Tech Support, Customer Care, and Training. My Esri allows you to track and manage your support incidents and log new issues online. You can view current status, last activity and resolution information for all your interactions with Esri Canada Technical Support. My Esri can be found at: my.esri.com Product Releases & Fixes 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 some cases where an issue is determined to be a software defect, Esri Canada understands that workflows at times prevent clients from waiting for the next software release or service pack. We do have the capacity 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.