Premium Support

Program Components

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

A Technical Account Manager (TAM) is a highly trained and well-skilled representative familiar with all of Liwal Limited’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, Liwal Limited’s TAM is able to perform real-time escalation to any high priority incidents.

Online Premium Support Portal

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

Newly Purchased Products Installation

For new customers, Liwal Limited 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.

Onsite Support for High Priority Incidents

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

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.

24/7/365 Incident Work Clock

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

Daily High Priority Incident Status Updates

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

Proactive Information Sharing

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

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.

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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