Premium Support Program

Issue link:

Contents of this Issue


Page 1 of 3

Enhanced Support for Mission-Critical Applications For mission-critical needs, we offer enhanced technical support coverage designed 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 levels 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. In addition to the components listed below, the Premium Support program includes all the features and benefits that are included with Standard Support. Designated Premium Support Coordinator Premium Support customers have the benefit of a direct relationship with a designated premium support coordinator (PSC) who is familiar with their system's architecture and infrastructure, as well as business goals. Priority Incident Escalation Support incidents reported by Premium Support customers are immediately escalated to our senior support analysts after initial incident documentation. You also benefit from priority handling of all your support requests through proactive monitoring and feedback by your designated PSC. Priority Phone Support & Routing Premium Support customers have a dedicated phone number to reach their designated PSC directly or be automatically routed to a skilled technician who can assist with, troubleshoot and provide guidance on the technical issue until the PSC becomes available. Daily Incident Status Updates Your Premium Support Coordinator provides daily status updates on all active Premium Support incidents. Proactive Information Sharing Your Premium Support Coordinator proactively provides the latest software news and updates. Proactive Premium Support Reviews A key component of the program is a service review that is attended by your Account Manager, your Premium Support Coordinator, the Premium Support Services Manager and other Esri staff as required. The objective of this meeting is to review your Premium Support incidents and service metrics.

Articles in this issue

view archives of Brochures - Premium Support Program