If your support incident is attached to an existing bug or has been
diagnosed as a new bug with our software and it is adversely affecting your business, you can escalate the bug through our User Advocacy Group (UAG) for consideration in upcoming service packs or releases.
The User Advocacy Group (UAG) team within Esri Support Services works directly with Esri’s software developers to help prioritize software bugs and enhancements into upcoming service packs/releases. Once escalated, the UAG will review the bug and work with the Esri Development team to address this in an upcoming release or service pack on your behalf.
To escalate a bug through the UAG:
1. Go to the Esri Support Site and click on the My Support icon.
2. Log in using your Esri Global account.
3. On the My Support homepage, click on the Bugs tab to see all the bugs submitted on your behalf or attached to your incidents, including the bug status.
Note: The account you log in with must be linked to your Customer Number to view incidents and bugs.
4. Click the specific Bug ID that you want to escalate. This takes you to the bug details page.
5. On the left-hand side of the bug details page, click “Request to escalate bug”.
6. Complete the Escalation form. You can also add any attachment you want to share with User Advocacy Group or Development team.
7. Click the Submit button.
A member of the User Advocacy Group will be in contact regarding the status of your escalation request once it is submitted.
Note: These instruction apply to U.S. customers who are current on maintenance. For International customers, contact your local distributor.
Subrat B. – User Advocacy Group