Customer Support

Esri Singapore aims to provide world-class technical support to help our customers achieve success with Esri products, allowing them to make effective geospatial decisions and do work that makes a difference in our world. We know the importance of being available to you. That’s why we put as much effort into software support as we do in software development.

Sharing new information, being responsive to change, and working through problems and solutions together are part of our responsibility to provide a comprehensive and reliable technical support program.

// The Esri Software Standard Support Program

Standard Support comes with your first year Software Maintenance subscription when you purchase a qualifying software product license. After that, you can renew maintenance annually to continue enjoying the benefits of Standard Support. Our Standard Support is a comprehensive package designed to meet the needs of the majority of our customers. It includes new soft-ware releases and access to our online services. New software releases are automatically shipped to all customers who are current on maintenance. These releases contain major feature enhancements including new functionality and technology and improved performance.

Also included within the scope of Standard Support is access to Service Packs, Patches, and Hotfixes. These critical updates to Esri software allow for an improved user experience and increased ability to leverage the technology to keep your GIS environment working smoothly.

Beyond these features, Standard Support offers a wide array of other benefits to Esri customers. These include access to product documentation, support newsletters, user forums and access to the Esri knowledge base. Taken together, these resources provide a robust experience for customers and a myriad of engagements with Esri Singapore’s technical staff that can foster success.

When you encounter an issue and need assistance, use one of our several online support mechanisms.

//Standard Support Components
10. Support Newsletter
*Items 1 to 5 are available to Customers who subscribe to the Esri Singapore Technical Support Services.

//Logging an incident with Esri Singapore Technical   Support

When logging an incident with our support services. Please be prepared to provide the following information:

• Your Esri customer number
• The phone number and e-mail address where you can be reached
• The version of the software you are using
• The version of the operating system you are using
• The database you are using, if applicable
• A description of what you were doing when the problem occurred
• The exact wording of any error messages that appear on the screen
• Any steps you have taken to attempt to solve the problem.

When reporting a problem to Esri Singapore Technical Support, you will be asked to provide detailed information about the issue you are encountering and the impact to your systems through the email at support@esrisingapore.com.sg. Each request or question reported to our support e-mail is logged and assigned an incident number.

This unique identifier allows you and the Esri Singapore Technical Support Analyst to track the incident until the problem is resolved. It’s important to request and record this number for reference in the event you want to check the status of the incident.

Contact Esri Singapore

  • Have a question? Write to us:
    Sales
    Training
    Technical Support
    My Order

    Tips to efficient resolution of your incident

  • To help resolve your problem most efficiently, please follow these steps before you contact Esri Singapore Support Services.

  • 1. Verify that the problem is related to your Esri Software (i.e., the problem results in an Esri software error message).

    The problem could be with the database, hardware, or network software, in which case you will need to contact that vendor. If necessary, we will work with you and the other vendor to track down the problem.

  • 2. Attempt to reproduce the problem to ensure that it isn't just a simple error or misstep.

    3. Determine whether the problem occurs on one, more than one, or all your workstations/servers.

    4. Determine whether the problem is specific to one, more than one, or all of your datasets.

    5. Determine whether the problem occurs randomly or consistently.

    6. If the problem is reproducible, check to see if any changes have recently taken place in your computing environment that might be responsible for the problem:

    • Version of the product, database, operating system, network software, etc.
    • Client or server components
    • Server configuration
    • Security settings
    • Other