Scope of the Technical Support Service

The scope of the service provided by Support takes into account the following factors:

• Support may offer general advice, but cannot make specific recommendations, provide product training, consultancy or develop scripts or applications;
• Support is provided to end users who require assistance with the use the GIS software’s standard tools, GUIs and their associated functionality.
• Support will assist with problems associated with installation of the software, however the customer is responsible for management of the hardware platform, operating system, systems administration and other third party software used in conjunction with ESRI’s software;
• Customers are required to have an appropriate level of knowledge of GIS and the ESRI product in use, equivalent to attending an introductory training course. Should the customers seek help with functionality that is usually acquired during a training course then the Support Analyst may suggest that it would be appropriate for the customer to seek formal training in order to gain full benefit from the software;
• Assistance with customisation of ESRI products through use of Visual Basic, Avenue, AML, AXL, JavaScript, etc will be limited to providing advice for specific problems, workarounds for known limitations (where available) or code samples. Provision of such help is at the discretion of ESRI (UK) and where appropriate the Support Analyst may suggest that either consultancy or further training would be required;
• Advice will be provided to connect peripheral devices that, in principle, should successfully work with ESRI products. Interfacing with peripherals usually requires middleware software or processes that ESRI are not responsible for. The customer will be required to ensure that the device drivers and interface parameters are correctly installed and configured, or to contact their hardware supplier to obtain advice or updated device drivers from the manufacturer.