Esri Service Level Agreement
The GBS Support Programme (GSP) is our strategic support service. The GSP allows clients to use our specialized advisors as expected and proactively to achieve business goals over time. Our personalized geographic services will help you achieve your business goals. We work closely with your organization to solve information management issues and implement site intelligence solutions based on your needs. From time to time, our customers request access to our standard support service for certain periods outside our normal support times (9:00 – 5:30 p.m.). These requests usually relate to a specific/defined period or a specific activity (for example. B a weekend upgrade) or can also be a permanent extension of base times (para. B example 8:00 – 20:00). Our Extended Hours support service has been designed for these occasions and can be configured and tailored to your specific support needs.
Combined with a dedicated and specific application support, as described above, this support depends on the standard basic support and can be supplemented, if necessary, by advanced support and/or premium support services, if this meets the customer`s requirements. The application support team works under a Service Level Agreement (SLA) that aims to quickly answer questions and effectively resolve issues to minimize disruption to you and your stakeholders. Our standard application support can be extended with our advanced premium support and/or support services to allow for either an advanced point-in-time support function or a full 24×7 support agreement. All our basic products are subject to a technical and software maintenance contract. As part of your first product purchase, your first 12 months will be automatically covered for technical support. Then you have the opportunity to renew this agreement every year. Technical support provides unlimited access to our software support and maintenance service for larger and smaller product updates. Here is our support and maintenance brochure. We offer a number of consulting services, ranging from technical consulting, solution architecture, business analysis to high-level geo-infrastructure strategies.
Our support team is designed to be at your disposal. Application support is one of our most popular services. Application support offers “fix on fail” for applications ordered for your specific needs and part of your geographic platform. Our application support team combines spatial know-how, knowledge and understanding of your solutions to ensure that any problems you put in place will be solved. Our premium support service is specifically aimed at our largest corporate clients that develop, implement or support critical infrastructure and applications. It offers options for customers who need 24×7 support, long off-peak maintenance periods, faster resolution times or continuous support for removed versions of the ArcGIS platform and/or product portfolio. Our premium support service is provided as a fixed annual price in addition to standard, extended and/or application support. The GBS Service Level Agreement (SLA) is our core operational support service.
ALS allows customers to access on-demand access to our team for GIS business as usual applications and all custom GBS solutions.