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Editor's Notes

• #2: The Scope of Support document helps analysts do their job by defining a clear set of guidelines that outlines job responsibilities, level of support and making sure Esri Support Services delivers a consistent message. Each ESS Support Unit follows established Support policies and procedures throughout the course of daily Support practices; however, Support policies have sometimes differed between Units as well as between Support, the Development Teams, and other groups within Esri. These differences in policies and procedures have lead to an inconsistent level of support and messages delivered to Support Analysts, other Esri staff, and Esri customers. Because of this, ESS Management is actively involved in developing an official Scope of Support Guidelines as well as internal documentation to assist ESS analysts in their daily workflows. The Scope of Support program consists of a document and set of training materials developed to formally define issues that Support Analysts are responsible for handling, while also documenting issues that fall outside the scope of Support Services. This information will allow analysts across Esri Support Services to handle incidents in a consistent manner.
• #3: The scope of support documents define and discuss the scope of support for incidents, each unit has its own document that clearly outlines the types of issues that are supported by Esri Support services. Each document defines the products the unit is responsible for supporting, definitions, a list of supported and unsupported issues and several sample statements to help the analyst address tricky issues. There are separate scope of support documents for each of the units within Esri Support Services: Server implementation Server Usage Desktop SDK Geodata You can find the Scope of Support document on the Esri Support Services share point site.
• #4: This section of the scope of support document defines the types of issues covered by each unit within Esri Support Services. This section also contains information on working with Esri software in a virtual environment and provides two sample messages that can be sent to users defining the support level for virtual environments and addressing users questions regarding performance in a virtual environment.
• #5: The issues that fall outside the scope of support are broken into different categories based on the nature of the situation. For each category, instructions, recommendations and scripts are provided and so that all situations are handled in a consistent manner. If you do not know how to proceed with an issue, please contact your Group Leader or Unit Manager. Sample statements that can be customized and sent to customers are included for each category of issue. These statements help you route customers to different departments or notify the user that this type of problem falls outside Esri’s scope of support guidelines.
• #6: This section of the document defines the supported products for each unit. Links are also provided to the Product Life Cycle documentation that defines the technical support resources available during a products life span. The Product Life Cycle documentation describes the four phases of the support life cycle.