Tag Archives: ESRI International User Conference

Support Services at the Esri User Conference: June 28-30, 2016

Esri Support Services will be at the 2016 Esri International User Conference in San Diego (June 27 – July 1), where we will offer the GIS Technical Support help desk area to answer any of your questions. Specialists in all areas of Esri software will be available to assist you.

Users attending the conference can visit our reception desk and set up a meeting with a support analyst (for a specific technology area) to discuss their problems, issues, and questions. Appointments are not required, so feel free to stop by in between sessions or during lunch, but don’t forget to register for the User Conference to gain access to the GIS Technical Support Island, technical sessions, user stories, and demos of the latest Esri products.

Location:

Toward the back of Hall A in the Customer Care pavilion; if you’re facing away from the street, we’re on the eastern-most side of the building!

Hours of Operation:

  • Tuesday, June 28th, 9:00 AM – 6:00 PM
  • Wednesday, June 29th, 9:00 AM – 6:00 PM
  • Thursday, June 30th, 9:00 AM – 1:30 PM

We look forward to seeing you there!


Gregory L. – Online Support Resources

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Support Services at the Esri User Conference: July 21-23, 2015

Esri Support Services is going to be at the 2015 Esri International User Conference in San Diego (July 20 – 24), where we will be offering appointments to answer any of your technical questions. Specialists in all areas of Esri software will be available to assist you. Users attending the conference can set up a time slot for a specific technology area that they would like to discuss, as well as register to attend any of the Technical Support presentations available. Appointments are not required, so feel free to stop by in between sessions or during lunch.

Visit the Support Appointments website to set up an appointment with a specialist, or register to attend one of our sessions.

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Support Services at the Esri International User Conference: July 2014

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Esri Support Services is going to be at the 2014 Esri International User Conference, where we will be offering appointments to answer any of your technical questions. Specialists in all areas of Esri software will be available to assist with your … Continue reading

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Technical Roundtable Discussion at the 2013 Esri International User Conference

UAG_Sign

New this year at the Esri International User Conference, the User Advocacy Group is hosting a series of roundtable feedback discussions on a variety of technical topics at the Tech Support Island Feedback Lounge. Through these facilitated feedback sessions, the … Continue reading

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Support Services at the Esri International User Conference: July 8-12, 2013

TSisland

The Esri Support Services team will be at the 2013 Esri International User Conference, and we will be offering appointments for your technical questions. Specialists in all areas of the software will be available to assist with your questions. Users … Continue reading

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Visit Support Services at the Esri International User Conference

TSisland

The Esri Support Services team is at the 2012 International User Conference in San Diego, and specialists in all areas of the software are available to assist with your questions at the Technical Support Island in the Esri Showcase.  Users attending … Continue reading

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Support Services at the Esri International User Conference

The Esri International User Conference is just around the corner, and Support Services is preparing for another year of presentations and live support!

Tech Support Events
Esri Support Services (ESS) will be giving presentations and demonstrations throughout the User Conference on a variety of topics such as troubleshooting issues in ArcGIS, streamlining the support experience, and developing your staff with Esri training. We’ll have discussions on what’s working and what can be improved in Esri Support to help us best respond to the ever-changing demands in the marketplace and give you options on the best way to resolve technical concerns. For a complete listing of presentations and times, visit Support Appointments – Support Exhibits.

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Focusing On Support With A Global View


Introducing Jim Risley


Hello, my name is Jim Risley and I manage the International Support Program in ESRI Support Services. I came up through the ranks of Support, starting as an Arcinfo Workstation (back then, it was just called ARC/INFO) analyst for over three years. I moved into my current position in the fall of 1997. Over time, the role has changed and grown.


ESRI is represented internationally by a network of over 80 distributors. Each distributor is our official agent in their country or region and is responsible for sales, maintenance and of course, support for their client base. ESRI Support Services works as the second and third tiers of support for our distributors.


Back in ’97, our main job in the International Group was to make sure that the support process was working smoothly for our distributors. The role of our group has grown over the years to include managing global accounts, working with the User Advocacy Group (UAG) to help prioritize bug fixing, and working with our Development and Quick Fix Engineering (QFE) teams to identify critical issues and to provide software patches and hot fixes for individual international clients.


The International Support team works closely with our analysts and group leads on the operation side to ensure that the support process runs smoothly and that critical issues get the attention they need. We meet regularly with the UAG and Development teams to discuss hot issues and out-of-cycle bug fixes. We also work closely with our counterparts at ESRI’s International Distributors to ensure that our international users are getting the best support possible.


If you have comments or questions regarding the International Support program, please leave them in the comments section.








International Support Council


With this post, I’d like to introduce the International Support Council (ISC). This council is comprised of ESRI Support Services Management and Support Professionals of the ESRI International Distributor community who have a common interest in improving the technical support experience of our customers. Involvement with the International Support Council provides a collaborative forum for expressing ideas and opinions to help guide the future of International Support.


ESRI Support Services will be conducting regular meetings with representatives of the International Distributors’ Support Units. In these meetings, members of the support community from ESRI and our international distributors will discuss Best Practices, support workflows, challenges and successes in support, and how we can work together to improve the support experience for ESRI’s international clients.


In addition, we have begun a collaborative program where analysts from our distributors will help staff our Technical Support Island at conferences, such as, the ESRI International User Conference in San Diego, our Business Partner Conference, and Developers Summit in Palm Springs. Our first effort along these lines took place this past August in San Diego and was a great success. We had participation from 12 different distributors and for the first time we were able to provide multi-lingual support at the Technical Support Island. This past summer, we had representatives from Germany, Poland, South Korea, Columbia, Chile, India, France, and The Netherlands. We hope to continue to expand this program and our language coverage for future conferences.


If you have any questions about the ISC, please leave them in the comments section.


—Jim R., International Support Manager, ESRI Support Services




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