Support Services

Your purchase of qualifying Esri software gives you access to one year of Standard Support as part of the Esri Canada Software Maintenance Program. If you require enhanced support for more complex GIS deployments, we recommend subscribing to our Priority Support or Premium Support service options.

Support features at a glance


 

 StandardPriorityPremium
New software releases✔✔✔
Patches and service packs✔✔✔
Unlimited telephone and online support✔✔✔
Prioritized routing and case management ✔✔
Premium Support analyst  ✔
One-hour initial response time  ✔
Daily case status updates  ✔
24/7/365 support availability  ✔
24/7 case work upon request  ✔
Assigned technical account manager  ✔
Monthly information sharing and account reviews  ✔
Premium Support cases  ✔

 

Learn what’s included with technical support by visiting Esri's Scope of Support page.

Need help finding which Support option is right for you? Contact us via the options below.

 

Standard Support

Gain access to our local Esri software experts who can help resolve your cases. They also work directly with Esri Support to ensure that every case is resolved.

  • Unlimited telephone and email support

    Esri Canada Technical Support services are available from 8 a.m.–8 p.m. Eastern, Monday–Friday, by telephone (877-441-0337), by email or online at My Esri. Statutory holidays are excluded.

  • 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. Esri Canada's Support Services staff can directly view your system using secure live meeting tools to find an expedient solution to your problem.

  • My Esri

    My Esri allows you to track and manage all your support cases and log new issues online for your supported software products. You can view the status, last activity and resolution information for all your cases with Esri Canada Support Services.

    Log in to My Esri

  • Esri Online Support Centre

    The Esri Online Support Centre is a dynamic website that communicates new technical information to the Esri user community through updated product documentation, blog posts, technology announcements and more. 

    Visit the Esri Online Support Centre

  • User forums: Esri Community

    The Esri Community is the place to ask questions, engage with your peers and share knowledge about technical details and techniques for working with ArcGIS.

    Access Esri Community

  • Product documentation

    Documentation includes how-tos, FAQs, tutorials, tips and tricks, functionality matrices, best practices and updates on Esri’s past and current products. In the Esri Online Support Centre, choose your product and visit Web Help.

    Visit the Esri Online Support Centre
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Priority Support

Resolve cases quickly so you can focus on achieving your business goals. Priority Support is designed for small and medium-sized organizations that need priority case handling. This low-cost support offering is priced for smaller businesses and includes rapid resolution times, priority case escalation and online case monitoring. From simple to complex GIS applications, Priority Support ensures successful product implementation, lowers your overall application maintenance cost and reduces supportability efforts. All Basic Support services are included, as well as the following:

  • Prioritized case management

    Move to the front of the queue and receive accelerated support. Your cases will be routed with elevated priority to Esri Canada’s senior staff members.

  • Accelerated response times

    Priority Support cases are routed with elevated priority and are responded to within an hour of submission to Esri Canada.

  • Unlimited priority case submissions

    Submit as many cases as you need to. We're here to help with all of them.

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Premium Support

Keep your complex projects on target. Premium Support is ideal for organizations that develop, implement or support complex mission-critical GIS deployments. All Basic and Priority Support services are included, as well as the following:

  • Dedicated technical account manager (TAM)

    A TAM is a designated single point of contact who will work with your organization to ensure you have an exceptional support experience. 

  • 24/7/365 support availability

    With Premium Support, senior analysts are available to you 24 hours a day, 7 days a week, 365 days a year, including holidays. 

  • Proactive reviews and information sharing

    Every month, you'll review your open tech support cases with your TAM and other Esri Canada staff as required.  

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Discover the benefits of Premium Support for your industry

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Premium Support guide

Explore the comprehensive user guide for our Premium Support option. It provides instructions and valuable tips to help you get started and maximize the benefits of your Premium Support program.

View the guide

Customer success stories

Premium Support provides an extra cushion of support and helps mitigate risks to our emergency response applications. This has helped us build a stronger relationship with Esri.
Ben Arril
Team Lead, GeoBC, Government of British Columbia

More stories from our customers

Discover success stories and industry-focused datasheets that showcase real-world use cases.

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