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Technical Support

Maintenance subscribers in Hong Kong and Macao are eligible to request and receive our support services. Customers may contact our Technical Support Team during 9:00am - 12:45pm and 2:00pm - 6:00pm, Monday through Friday (except Hong Kong Public Holidays). Technical Support Team can be contacted in the following ways:

Users are encouraged to use our iTSS to log their questions or problems as all the correspondences will be recorded for future references.

Upon receipt of a support request, the support administrator will first verify that the customer's organisation has a valid maintenance program subscribed. The contact details will also be verified and the request will become a support incident in our system. Each incident will be identified by a unique incident number for identification. The incident will be reviewed and allocated to the next available support analyst. A preliminary investigation will be conducted and they will contact you by phone, email or iTSS 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 workarounds or conducting testing on certain data source. 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 workaround or a solution depends upon a bug fix or enhancement that will only become available in a future release of the product.

Esri Support Center

There is also a bunch of online technical support resources provided by Esri Inc. via the Esri Support Center for users to search and access the latest technical resources of Esri GIS software

Search for Support Resources at the Esri Support Center Now!

(Some areas of Esri Support Center require the users to log in using Esri Global Account, if you do not have it, create an account now.)

Preparing for Support

When requesting for our technical support services, please be prepared to furnish us with the following information, so that we can help you faster and better:

  • Make sure you have subscribed our annual maintenance program, for details, please contact us at +852 2730-6883 or email to info@esrichina.hk.
  • Your Esri GIS software and its version
  • Hardware platform you are using
  • Operating system and its version you are using
  • System architecture, if any, you are using
  • The exact wording of any message appeared on your computer screen
  • What happened and what you were doing when the problem occurred

Notes

  1. Problem resolution times can vary depending on the type and complexity of the problem. The Analysts will attempt to resolve the problem as quickly as possible. If a question requires extensive research or configuration of hardware/software the resolution time will lengthen to a few days. On some occasions, if there is no readily available workaround or a solution depends upon a bug fix or enhancement that will only become available in a future release of the product, it may take longer.
  2. If users call Technical Support with problems related to unsupported product versions or components, they will be asked to upgrade or change the component. Technical Support will only test the problem on supported components. If the problem is reproducible on supported components, the issue will be carried forward on the supported component. The resolution of the problem on the supported component may or may not resolve the problem on the unsupported component. All support effort will follow Esri's Supported Environment Policy.
  3. To keep pace with the emerging IT development and new technologies, Esri GIS software will be upgraded to newer versions. Users are encouraged to upgrade their Esri GIS software to enjoy new features and functionalities when software upgrade is available. With new release of software, former versions will be unavailable and technical support resources will be limited. Esri designed the Product Life Cycle Support Policy which helps communicate to Esri users the technical support resources available during a product's life span and to provide advanced notification of planned changes to available support options. All support effort will follow Esri's Product Life Cycle Support Policy.
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