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Support Services
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Welcome to Calls Online
Calls Online is an ESRI (UK) service that enables you to log support calls for ESRI and ESRI (UK) products online. The advantage of Calls Online over the more traditional methods of email or phone is that is also includes:
- Reviewing all currently open and closed support calls
- Updating a support call
- Closing a support call
- Updating your profile information held centrally
- Viewing what products your authority has subscribed to
- Search facility for both open and closed calls
- A frequently asked questions section to assist you
Calls Online is available to all customers who have current maintenance.
If you are uncertain about the status of your maintenance then call 01296 745555 or email uksupport@esriuk.com
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Features and Services of Calls Online
Opening a support call - Calls Online allows you to open new support calls for all maintained products. These calls are automatically uploaded into the support queue for our attention.
Updating a call - Calls Online enables you to input additional information to your existing call. On submitting a call action you will be sent an email automatically for your records.
Closing a call - Calls Online enables you to input additional information to an existing call to close the call. On submitting a call action you will be sent an email automatically for your records.
Viewing all currently open support calls - Using Calls Online you will be able to monitor ALL currently open support calls logged by yourself and by other system supervisors from your organisation.
Viewing all closed calls - Calls Online also offers you the opportunity to view all calls that have been opened and then closed. The easy to view report format will help you to identify any trends such as which products require a greater amount of support.
Call Search - Calls Online enables you to search on a Call ID, as well as on the day/week/month/call ID/module/name etc to search for calls open or closed for your organisation.
Updating Profiles - Calls Online enables you to select and view your own user profile information, for you to check and update the contact details of you and your colleagues which then automatically updates our database held centrally.
Product Profile - Calls Online also provides a list of the products that your company has maintenance for. You will only be able to log and progress calls against products you have maintenance for.
A Secure Website - The password protected Website means that only you and your colleagues will be able to view support calls logged by your organisation and review user and product profiles.
Online Help - To help you work your way through Calls Online there is a comprehensive online Help which can be accessed at any point.
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ESRI International