Support Services

What are Support Services?

Support Services are designed to make sure that you and your colleagues continue to get maximum value from your organisation’s investment in Esri products. These services may be purchased individually or grouped together to form a more strategic Enterprise Advantage Programme. Please see below for further information on the individual services we offer, or contact your Customer Success Manager to discuss your specific requirements.

Standard Support

Complimentary for the first 12 months as part of your initial software purchase. Thereafter, Standard Support is provided to customers renewing their annual maintenance.

  • Access to Technical Support analysts via email, phone and interactive support
  • Support available Monday to Friday 9:00AM to 5:30PM, excluding Public Holidays (England)
  • Eligibility to the latest software versions and upgrades, including ArcGIS Online

Premium Support

Extends the Standard Support service, offering prioritised case management and assigned technical staff who focus on understanding your operational work-flows and business needs.

  • Designation of a Technical Account Manager to work with your organisation
  • Prioritised Case Management and Response, with 24/7 analyst availability
  • Regular on-site visits to discuss ongoing issues and future plans


Developer Support

Extends the Standard Support service to include troubleshooting of custom code, provision of best practice advice and workarounds for customers using Esri SDKs and APIs.

  • Developer Support is offered via Developer Support (DS) Credits
  • DS credits are valid for 12 months from the date of purchase
  • Alternative "Code Buddy" service, offering an experienced Esri UK Developer to provide remote or on-site assistance.

Extended Hours Support

Extended Hours Support provides Standard Support services outside of the normal core hours (9:00am - 5:30pm). This could be for a specific/defined period of time or activity (e.g. a weekend upgrade), or a permanent extension to the core hours (e.g. 8:00am - 8:00pm).



Training is vital to acquiring the GIS knowledge and skills to benefit you and your organisation. An Esri UK training course helps to show you new capabilities and efficient ways of working.

  • Different training options available to suit individual requirements
  • Taught by Esri certified instructors with expertise in the course subject matter
  • Maximise your training budget by purchasing Learning Credits

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Install and Launch Kits

Install and Launch Kits are offered to maximise investment in the ArcGIS Platform by helping to install and configure new Esri technology and provide best practice advise.

  • Fixed price with well defined scope
  • Provide proactive technical guidance and advice
  • Help maximise/optimise your investment in GIS


Enterprise Advantage Packages

Enterprise Advantage Packages help customers with common tasks related to Esri technology, including assessing performance, system health checks and prototype development.

  • Optimised performance of GIS and underlying systems
  • Improved system usage and better return on investment
  • Customer staff benefit from knowledge transfer delivered by industry experts

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Embedded Product Specialist

Define the type and extent of services you need and have that support delivered quickly through this flexible program, which provides on-site technical expertise for the ArcGIS Platform.

  • A fast and flexible way to bring in additional skilled resources
  • Introduction of new knowledge and skills with immediate productivity
  • Customer staff benefit from knowledge transfer delivered by industry experts