Getting started > Getting more help
Contacting Technical Support |
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Release 9.3
Last modified August 5, 2010 |
Print all topics in : "Getting more help" |
Note:
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 Technical Support
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:
- Your software and version number
- Your ESRI customer number
- The type of hardware you are using including network hardware (manufacturer, version of operating system)
- The exact wording of any messages that appeared on your screen
- What happened and what you were doing when the problem occurred
- How you tried to solve the problem
For many software issues, it is often helpful if you have information that enables ESRI to reproduce the problem or behavior you have encountered in the software. Often, the fastest path to a solution is the ability we have to reproduce your problem here in our computer labs.
Technical Support Center
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
Phone: 909-793-3774
Fax: 909-792-0960
E-mail: support@esri.com
Web: support.esri.com
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.