How to log a support call

There are 3 ways of logging a support call at ESRI (UK)

Telephone: 01296 745555

Email: uksupport@esriuk.com

Calls Online

The support service is available 9.00 am to 5.00 pm Monday to Friday, excluding English Public Holidays.

On discovering a problem your nominated contact should contact the ESRI (UK) support desk to open a new support incident.  You will need the following information which will be requested by the Support Receptionist, this will ensure that the call is allocated to an appropriate Analyst.

• Company Name
• Contact Name
• Phone Number
• Email address
• Hardware platform; e.g. PC, Sun Sparc 20
  Operating system and version; e.g. Windows NT 4 service pack 6a, Windows XP, Solaris 2.5;
• ESRI software product + version number; e.g. ArcGIS 8.3 (ArcEditor), ArcView GIS v3.3;
• A short description of the problem or questions including information about the Toolbar / Menu option or Action which generated the problem, Error Messages, Peripherals or Data in use;
• Severity and Impact on operational end users.

Upon receipt of a support request the support administrator will first verify that the customer’s organisation has a valid support contract for the product concerned. The contact details will be verified and the incident details will be entered into the ESRI (UK) Call Logging System.  Each incident will be identified by a unique ESRI support reference number, which should be noted for future reference.

Each new incident is reviewed and allocated to the next available analyst. They will make a preliminary investigation and then contact you by phone or email to offer suggestions or to request further information.

Our support analysts will continue to assist you to resolve the problem by offering advice, reproducing the problem in-house, suggesting work-arounds or testing certain source data. Some incidents may take several days to investigate and may take longer to resolve if they are difficult to replicate or where there is no readily available work around or a solution depends upon a bug fix or enhancement that will only become available in a future release of the product.