Standard Support

Standard Support Components

Standard support components include only highlighted, checked fields

Components Standard Support Extended Premium Support
Assigned Technical Account Manager (TAM)

A Technical Account Manager (TAM) is a highly trained and well-skilled representative familiar with all of GISTEC’s distributed products and
technologies. The TAM works closely with the customer’s technical staff to ensure system uptime and full operation. This personalized service provides
deeper understanding of the customer’s GIS applications and guarantees the optimum response to the customer support needs. With direct access to Esri’s tier 2 TAM, GISTEC’s TAM is able to perform real-time escalation to any high priority incidents.

  Yes
Monthly Scheduled Onsite Visits

Includes onsite Preventive maintenance, best practices, system reviews, and health check. Extended Premium Support customers can benefit
from scheduled onsite technical preventive maintenance and best practices knowledge sharing that is performed by the assigned TAM. New Extended Support customers may request onsite support for new product deployment, product migration and upgrade.

  Yes
Monthly Status Reports

Monthly proactive updates to all escalated incidents, hotfixes provided and open / resolved incident summary by technology area.

  Yes
Local Language Support

GISTEC’s support team is capable of providing major local language support.

  Yes
Online Premium Support Portal

Extended Premium Support customers may utilize the 24/7 online private support portal to track and update their incidents in real-time.

  Yes
Newly Purchased Products Installation

For new customers, GISTEC will provide onsite GIS product installation using standard configuration settings utilizing the assigned TAM to document the process. Existing customers may also request help and advisory assistance for GIS product upgrades, migration and hotfix implementations limited to core product compatibility, installation, and
certification issues.

  Yes
Advisory Board Invite (Executive Briefings)

In addition to GISWORX, GISTEC hosts an annual meeting with its Extended Premium Support customers to discuss service roadmap and customer concerns.

  Yes
Onsite Support for High Priority Incidents

In a high priority incidents (such as system is down), GISTEC support staff will work onsite as required to help expedite the incident resolution.

  Yes
3rd Party Vertical Solutions Incident Reporting & Resolution

GISTEC’s Extended Premium Support customers will also benefit from 3rd Party incident management for products provided by vertical solutions partners such as ArcFM UT, Network Express, FME, etc. GISTEC will perform root cause analysis (RCA) to determine the source of the problem and expedite the solution.

  Yes
Priority Phone Support and Routing

All Premium Support incident requests are acknowledged within one hour, are automatically set with a higher priority and are immediately be assigned to a Premium Support Level Analyst.

  Yes
24/7/365 Incident Work Clock

Premium support customers can report incidents during normal UAE office hours however such incidents are reviewed and worked on in a 24/7/365 regardless of weekend, local holidays and time zone.

  Yes
Daily High Priority Incident Status Updates

A Technical Account Lead provides daily status updates on all active Premium Support incidents of high priority.

  Yes
Proactive Information Sharing

Premium Technical Account Leads proactively provide the latest software news and updates.

  Yes
Proactive Premium Support Reviews

A key component of the program is a service review that is attended by your Account Manager, Technical Account Lead, the Premium Support Services Manager and other Esri staff as required. The objective of this meeting is to review your Premium Support incidents, as well as proactively communicate software news and updates.

  Yes
New Software Releases

New software releases are automatically shipped to all customers who are current on maintenance. These releases contain feature enhancements including new functionality and technology, and provide improved performance.

Yes Yes
Service Packs / Patches

Service packs are minor feature maintenance releases and are generally released on a quarterly schedule. Service packs address issues with the software that have been reported by our users or uncovered through Esri’s own investigations. Service packs are generally available via the Web, through CD distribution, or upon request.
Patches can be single fixes or a set of related fixes in a specific functional area of the software and are available by way of the Web. Once a patch is released, it is incorporated into subsequent service pack releases.

Yes Yes
Unlimited Telephone & E-mail Support

Standard Maintenance with Basic Support are entitled to complimentary unlimited Telephone and e-mail support to assist customers with product configuration, deployment and upgrade inquiries. Premium customers may submit their inquiries through their assigned TAM.

Yes Yes
Live Remote Support

If you require a more hands-on approach for resolving an incident, Technical Support representatives are equipped with remote support tools to assist you. Each member of the Support Services staff can directly interact with your system using the secure Citrix ® GoToAssist tool to find an expedient solution to your problem.

Yes Yes
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. You can also submit a Support Request using the Esri Support Services Online Support Center.

Yes Yes
Esri Support Services-User Advocacy Group

The main mission of the User Advocacy Group (UAG) is to understand and respond to your concerns. The UAG seeks to engage the user community in providing feedback to Esri and collect this information to help shape the direction of GIS software at Esri. This will be done through Esri Support Services, beta programs, holistic testing, and direct feedback from you.

Yes Yes
Esri Online 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 Web site for the information you need.

Yes Yes
Esri Up-to-Date 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.

Yes Yes
Esri Online Product Documentation

Product documentation includes how-tos, FAQs, tutorials, tips and tricks, functionality matrixes, best practices, and “What’s New?” articles on Esri’s past and current products.

Yes Yes
Esri Support Newsletters

All Support customers can subscribe to ArcUser, which contains articles specific to Support Services. These articles contain technical and product information designed to enable our customers to work more effectively with Esri software.

Yes Yes
Esri Online 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.

Yes Yes

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