Tag Archives: Online Support Resources

A Survey: Your Esri Online Support Resources

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Here at Esri Support, our goal is to provide you with a world-class support experience and ensure your success with the ArcGIS Platform–one element of this experience is online support.

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New Esri Support Website Announcement

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Hello everyone – we are happy to announce that a new Esri Support website (support.esri.com) will be launching soon! As a resource for self-service and assisted support, the Support website plays an important role in our customers’ online support experience. Our Support website currently … Continue reading

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Support Localization…or, how do I get Support information in my native language?

I am not a native English speaking person – yes, I learned English fairly well in school while travelling, and achieved a very good level of understanding through working in Support for Esri Germany – but I naturally prefer information in ‘my’ language, German.  Many Esri Support resources are available in localized languages, such as when using the ArcGIS 10.1 web help. Within the ArcGIS 10.1 web help, switching between languages is quite simple – just use the provided drop-down.

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Update to the Esri Support Search

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We have updated the search appliance on the Esri Support website. The search appliance now looks through the contents of PDF documents, such as white papers and service pack announcements, when performing a search. This means that it will be … Continue reading

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Updates from the Online Support Resources program

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As a part of the new ArcGIS 10 experience, we at the ESRI Support Services – Online Support Resources (ESS-OSR) program redesigned the Support Web site, added new Web 2.0 features for our customers to enjoy, and plan to launch more features between now and the ESRI User Conference (July 22nd, 2010). Here are the great new changes you can see and use right now:


Search-centric


The new large ‘Search Support Pages’ bar helps you search existing data and find solutions easily. This ‘Search Support Pages’ bar is powered by a new Google Search Appliance (GSA), which provides an excellent search experience. Using the ‘Search Support Pages’ box is the best way to reach the resources you need.


Keyword search results are now displayed in a new quadrant-based search page that gives you a quick glimpse of relevant search results from different data repositories: Documents, Communities, Service Packs and Patches, and Bugs. You can click on the link directly, or click on “View all … results” to view the full results of the type of resources that you want to see.


Support Announcements


This area provides you support-related announcements – not a marketing feed. These announcements keep you up-to-date on important bug-related announcements, patches and service packs, and new articles.


Online Support Request


This button opens the Web form for logging new incidents to ESRI Support Services.


My Support Requests (currently available only to International Distributors)


This button activates the Online Incident Management (OIM) portal, which allows you to a) create a new incident, b) see all your incidents from one centralized location, c) request escalation, d) view bugs, and e) get various reports for the Support incidents.


This functionality is currently available only to International Distributors and will be made available to users who have a valid Support contract around the UC 2010 timeframe.


Contact Technical Support


This button provides links to find contact details, such as telephone numbers, incident management sites, and technical support sites as applicable for ESRI Support Services as well as for International Distributors.


Find Resources


This button takes you to the new ArcGIS Resource Centers, where you can find information about our products, get Web help, and see knowledge base articles. You can also navigate to the knowledge base articles by clicking on the link to KB articles under Support Center Resources.


Other Links


The new design also provides users easy access to other links like the Support Blog, ArcGIS Ideas, Forums, and other Support resources.


Everyone at ESRI Support Services wants to thank you (our users) for your understanding and patience while we transition to the new Support experience. A BIG thank you goes out to our advisory group of users who helped us every step along the way by providing requirements, reviewing designs, and critiquing our work in progress.


- Sanjay L., Online Support Resources Manager – ESRI Support Services



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