Contacting Technical Support
Last modified August 5, 2010
Print all topics in : "Getting more help"
This topic was updated for 9.3.1.
ESRI's Technical Support Group is dedicated to providing timely, expert assistance to ESRI software users. Areas of support include installation and maintenance of ArcGIS software, assistance in solving problems arising from the use of the software, hardware interfacing of peripheral devices, and logging of enhancement requests and bugs you ave encountered in using ESRI software.
Each reported incident is given a unique identification number for referencing. After an incident is logged, you will be connected to a specialist who will work on your problem until it is resolved. If a specialist is unavailable, the call is placed in a dispatch queue. You will be called back by the first available specialist.
The time required to answer questions and resolve problems varies depending on the type of problem and whether it is reproducible. Usually questions are answered and solutions suggested to problems on the same day they are received, often immediately.
Additional information is available at ESRI's Online Support Center.
Before you call ESRI for technical support, you should be at your computer running your ArcGIS software.
Be prepared to give the following information in your call, e-mail, or fax:
ArcGIS users within the United States may contact Technical Support by telephone (voice), facsimile (fax), and/or electronic mail (e-mail and/or the Web).
Toll Free in the United States: 1-888-377-4575
Hours: 6:00 A.M. to 5:00 P.M. Pacific time, Monday through Friday, except ESRI holidays
International users should contact their local ESRI office or distributor for information regarding telephone, fax, e-mail, and online support services available in their area. For a list of distributors, see www.esri.com/international.