Our philosophy is simple: to provide you with all the information and guidance you need to achieve your objectives with Esri technology. Our mission is to answer questions, resolve problems, communicate new developments and enhancements with Esri technology, promote self-help and listen to the needs of our customers. Problem resolution times can vary depending on type and complexity.
In every situation, Technical Support will attempt to resolve your issue as quickly as possible. In many cases, resolution occurs within a few hours. When a problem requires extensive research or configuration of hardware/software, the resolution time can extend to a few days. On rare occasions, it could take longer. Visit the Software Maintenance page for complete policy details.
Product Life Cycle Support Policy
The Product Life Cycle Support Policy [PDF] is designed to help communicate to Esri users the Technical Support resources available during a product's life span and to provide advanced notification of planned changes to available support options.
Find information on the Life Cycle of a specific product.
Esri Support Center - Web-Based Help
Esri provides web-based help systems for a number of products. Web-based help is an up-to-date version of the help system that was shipped with your product; new information has been added and existing topics have been updated as necessary. If you can't find what you're looking for in the help system that shipped with your product, try searching Esri’s Support site.