Maintenance subscribers in Hong Kong and Macao are eligible to request and receive
our support services. Customers may contact our Technical Support Team during 9:00am
- 12:45pm and 2:00pm - 6:00pm, Monday through Friday (except Hong Kong Public Holidays).
Technical Support Team can be contacted in the following ways:
Users are encouraged to use our iTSS to log
their questions or problems as all the correspondences will be recorded for future
Upon receipt of a support request, the support administrator will first verify that
the customer's organisation has a valid maintenance program subscribed. The contact
details will also be verified and the request will become a support incident in
our system. Each incident will be identified by a unique incident number for identification.
The incident will be reviewed and allocated to the next available support analyst.
A preliminary investigation will be conducted and they will contact you by phone,
email or iTSS to offer suggestions or to request further information. Our support
analysts will continue to assist you to resolve the problem by offering advice,
reproducing the problem in-house, suggesting workarounds or conducting testing on
certain data source. Some incidents may take several days to investigate and may
take longer to resolve if they are difficult to replicate or where there is no readily
available workaround or a solution depends upon a bug fix or enhancement that will
only become available in a future release of the product.
There is also a bunch of online technical support resources provided by Esri Inc.
via the Esri Support Center for users to search and access the latest technical
resources of Esri GIS software
for Support Resources at the Esri Support Center Now!
(Some areas of Esri Support Center require the users to log in using Esri Global
Account, if you do not have it, create an account now.)
When requesting for our technical support services, please be prepared to furnish
us with the following information, so that we can help you faster and better: