Services and support

Technical support maintenance

With a dedicated and experienced technical support team, Esri Indonesia is committed to providing you with the support that ensures your business can run smoothly. We offer three support programs for you to choose from:

  1. Standard support program:

    A comprehensive software maintenance package designed to help you derive maximum value from your Geographic Information System (GIS) investment.

    This is provided free-of-charge for the first 12 months with your purchase of a qualifying ArcGIS product license and can be renewed annually.

    The standard support program provides access to:

    • New software releases
    • Service packs, patches and hotfixes
    • Our extensive library of online services resources
    • Product documentation
    • The global Esri knowledge base
  2. Priority support program

    A maintenance product designed for smaller businesses, providing rapid resolution times, priority case escalation and online case monitoring.

    Priority support includes standard support benefits PLUS:

    • Access to MyEsri
    • Prioritised case management
    • Accelerated response times
    • Unlimited priority case submission
  3. Premium support program

    A program committed to supporting organisations that are developing, implementing, or supporting complex, mission-critical GIS deployments. This includes prioritized support, 24/7/365 support access and a dedicated technical account manager.

    Premium support includes priority support benefits PLUS:

    • A dedicated technical account manager
    • Case routing
    • 24/7/365 Support availability
    • Proactive reviews and information sharing

You may also choose to customise your support contract with the addition of Enterprise test lab — a cloud-based sandbox or test environment that reduces the time and effort spent on troubleshooting and reproducing software issues and testing fixes. 

To find out how to customise and for information on the relevant fees, please contact our technical support team.

To get in touch with our technical support team, please submit a support request form in Bahasa Indonesia or English.

We would also like to encourage you to join our ArcGIS user community, ArcNesia, where we are constantly updating content and providing platform tips and tricks.