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Scope of Support
“Hello World!” Monte here again to discuss an important project that we have been working on in ESRI Support Services over the past several months. Today, I’d like to introduce Scope of Support.
First, a little background: ESRI Support Services (ESS) is broken into technology-based units comprised of the Support analysts who directly support you. Each ESS Support Unit follows established Support policies and procedures throughout the course of daily Support practices; however, our Support policies have sometimes differed between the units within ESS as well as between Support, our Development Teams, and other groups within ESRI. To ensure that the level of support and the messages delivered to our Support analysts, other ESRI staff, and you, the ESRI customers are consistent; ESS has developed official Scope of Support guidelines to assist ESS analysts in their daily workflows.
How does this affect you? When you call us for help, we want to make sure that we put you in touch with the most appropriate resource(s) at ESRI. While we’ll make every attempt to help you, ESS may not always be your best resource, depending on the nature of your issue.
The Scope of Support guidelines were developed to formally define issues that Support analysts are responsible for handling, while also documenting issues that fall outside the scope of ESS. As part of our onboarding program, analysts are provided documentation and training in order to handle all situations in a consistent manner. Additionally, the guidelines include processes and procedures to help Support analysts direct you to the most appropriate ESRI resource, when your issue is found to fall outside the scope of Support. This includes directing you to Professional Services for custom application help, recommending training and Customer Service for new license files, just to name a few.
What’s most important is getting you in touch with the most appropriate resource at ESRI. Scope of Support ultimately ensures accountability by ESRI while providing a consistent level of support when you call us for help. We’re currently developing external Scope of Support documentation that we’ll post to the ESRI Support Center Web site in the near future.
As always, I encourage you to ask questions or leave comments in the comments section.
Until my next post…
— Monte, Server Unit Manager, Support Services, ESRI
