FAQ and Resources

With a valid maintenance contract, Esri NA customers are entitled to Standard Technical Support services as part of the Esri Maintenance Program.

Standard Technical Support is available during support hours (Sunday to Thursday, 9:00 a.m. to 5:00 p.m., excluding public holidays.

Contact Technical Support

Send email to Support@esrinorthafrica.com

In our support management system, all steps of your request are documented under a unique number (case number).

For existing requests, simply reply to our message. Your responses will then be automatically assigned to your case number and added to the previous communication.

For larger file attachments, we will be happy to provide you with an upload link. Simply let us know in your request.

In our self-service portal, My Esri, you can submit and manage support requests, and access current information. To do so, you will need support permissions from your My Esri administrator or someone with the "Assign Support Authorized Users" role in your organization. If you do not know the My Esri administrator of your account, please contact CS@esrinorthafrica.com

In order to clearly reproduce suspected or actual errors, technical support requires detailed information about the software and, if applicable, hardware, as well as a clear description of the behavior and the steps that led to the behavior.

If necessary, sample data must be provided.

For suspected or actual errors in development tools, we also require a sample program that is limited to the essentials and runs properly. Extensive support for developers is available at: https://developers.arcgis.com

Esri Support provides assistance with perceived or actual errors in the standard software developed and documented by Esri, for example, in the areas of installation and authorization.

Support services vary between different products and versions. For more information, see the "Supported Products" and "Supported Versions" sections.

What does Esri Technical Support provide?

• Esri Technical Support provides assistance with issues related to Esri products.
• Technical support according to the product lifecycle specifications defined in the Esri Maintenance and Support Services.
• Installation, licensing, and configuration of Esri software in environments that meet the system requirements for the respective software.
• Provision of information on using Esri software in the form of documented functionality and workflows.
• Troubleshooting failures, errors, performance degradation, crashes, or unexpected behavior related to the use of Esri software.
• Provision of documented software examples and code snippets for customizing and further developing Esri software.

What is outside the scope of Esri Technical Support?

• The following services are not covered by Esri Technical Support:
• Debugging of custom components, applications, code, or models.
• Adapting solutions, templates, or tools. This also applies to unsupported software functionality. If you have any questions about this, please contact Esri Consulting.
• Workflow design, data processing, data design, or software training. Feel free to explore our Esri training offerings for continuing education or seek advice from Esri NA Consulting.
• Troubleshooting third-party hardware or software products and technologies, or peripherals not provided by Esri.
• Answering questions about product pricing, license agreements, or contracts. If you have questions in these areas, please contact Esri NA Sales.
• Consulting on system or database architecture, administration, configuration, performance settings, or security. If you have questions in these areas, please contact Esri NA Technical Support.

Esri software products are eligible for support under valid maintenance and support contracts. Please note that Esri NA's support does not cover all Esri products and services. Free products are delivered without support entitlement. The scope of support is limited for older versions. Questions regarding installation and suspected or actual errors in documented functionality are covered.

To verify suspected or actual errors, we require a clearly reproducible case in the documented standard software. For development tools, a limited, executable sample program is required. Additional support for developers is available via the ArcGIS Developer, Documentation for ArcGIS | ArcGIS, and the ArcGIS Documentation Archive (10.2 and earlier) websites.

Please contact us if you have questions about support for other products.

Supported software versions are regulated by Esri Inc.'s Product Life Cycle Support Policy. The product life cycle is divided into four phases:

• General Availability
• Extended Support
• Mature Support
• Retired

Each phase is associated with its own support status. This information will help you with product planning, including migration and transition strategies.

The Product Life Cycle Support Policy does not affect the right or ability to use the software products. It only relates to the availability of technical support.

Product Life Cycles

• Esri Product Lifecycle Support (Policy)

Eligible for support are individuals who have been assigned as support authorized users in My Esri by a My Esri administrator or a My Esri user with the "Assign Support Authorized Users" role, and whose organization has a current maintenance contract or subscriptions for Esri software products.

Some agreements limit the number of support authorized users that can represent an organization, such as campus licenses for universities and enterprise agreements.

Esri documents suspected software bugs and enhancement requests in a database. Tracking IDs allow you to track the status of individual documents in the My Esri customer portal under the Support tab.

You can find detailed information about the status in this article.: Bug and Enhancement Request Status Descriptions

Esri Customer Support has the option of working with you via Microsoft Teams or Zoom. You decide which applications we can see and which steps we can perform with you.

It is essential that you back up your data and project files on which the relevant tests are being conducted beforehand so that you can restore the initial state at any time. You must also anonymize any personal data beforehand. This type of web conference is another way to make your reported incidents more quickly visible to Customer Support and a very efficient way to narrow down the problem directly.