Esri Extended Support Brochure

ESRI® Extended SupportAccess the highest level of support available.• Design your support with flexible options.• Get personalized attention.• Whether you are a customer or a business partner, ESRI extended support offers you the highest level of support available, in a flexible framework.ESRI® Software SupportAs an ESRI customer or business partner, you have many options when you need support.Software MaintenanceOne year of software maintenance is included when you purchase a qualifying software product license. This cost-effective and comprehensive program entitles you to Standard Support, software updates, and many other features that ensure that your organization can keep up with the latest technology developments, take advantage of usability improvements, and manage software licenses more easily. After the first year, customers can renew their maintenance annually.Visit www.esri.com/maintenance to learn more.Are you• A customer developing, implementing, or supporting complex, mission-critical GIS applications?• A business partner that needs greater collaboration with ESRI to support your solution or consulting practice development?If so, your needs may go beyond core software support. ESRI extended support comprises flexible program options that pro-vide personal attention to your needs and, when combined with core support, offer you the highest level of assistance possible.To find out which ESRI extended support option is right for you, visit www.esri.com/extendedsupport.ESRI Extended SupportNo. GS-35F-5086HPrinted in USAESRI International OfficesESRI Regional OfficesOlympia 360-754-4727St. Louis 636-949-6620Minneapolis 651-454-0600Boston 978-777-4543Washington, D.C. 703-506-9515Charlotte 704-541-9810San Antonio 210-499-1044Denver 303-449-7779California 909-793-2853 ext. 1-1906109305IMPACT1M7/08dhCopyright © 2008 ESRI. All rights reserved. ESRI, the ESRI globe logo, ArcGIS, ArcNews, ArcUser, Rent-a-Tech, @esri.com, and www.esri.com are trademarks, registered trademarks, or service marks of ESRI in the United States, the European Community, or certain other jurisdictions. Other companies and products mentioned herein may be trademarks or registered trademarks of their respective trademark owners.1-800-GIS-XPRT (1-800-447-9778)www.esri.com/servicesLocate an ESRI value-added reseller near you atwww.esri.com/resellersOutside the United States, contact your local ESRI distributor. For the number of your distributor, call ESRI at 909-793-2853, ext. 1-1235, or visit our Web site at www.esri.com/distributorsFor More InformationESRI 380 New York Street Redlands, California 92373-8100 USA Phone: 909-793-2853Fax: 909-793-5953 E-mail: info@esri.comFor more than 35 years, ESRI has been helping people make better decisions through management and analysis of geographic information. A full-service GIS company, ESRI offers a framework for implementing GIS technology and business logic in any organization from personal GIS on the desktop to enterprise-wide GIS servers (including the Web) and mobile devices. ESRI GIS solutions are flexible and can be customized to meet the needs of our users.Philadelphia 610-644-3374Australia www.esriaustralia.com.auBelgium/Luxembourg www.esribelux.comBulgaria www.esribulgaria.comCanada www.esricanada.comChile www.esri-chile.comChina (Beijing) www.esrichina-bj.cnChina (Hong Kong) www.esrichina-hk.comEastern Africa www.esriea.co.keFinland www.esri-finland.comFrance www.esrifrance.frGermany/Switzerland www.esri-germany.de www.esri-suisse.chHungary www.esrihu.huIndia www.esriindia.comIndonesia www.esrisa.com.myItaly www.esriitalia.itJapan www.esrij.comKorea www.esrikr.comMalaysia www.esrisa.com.myNetherlands www.esri.nlNortheast Africa www.esrinea.comPoland www.esripolska.com.plPortugal www.esri-portugal.ptRomania www.esriro.roSingapore www.esrisa.comSpain www.esri-es.comSweden www.esri-sgroup.seThailand www.esrith.comTurkey www.esriturkey.com.trUnited Kingdom www.esriuk.comVenezuela www.esriven.com• Prioritized response• Personalized technical support• Proactive incident status reporting• Ongoing service review• The support you need when you need it• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesSelf-Help OptionsSelf-help options give you timely, convenient access to a variety of support and help you build your skills in managing and using geographic information system (GIS) software. These includeTraining: Instructor-led and self-study courses are available around the world and over the Internet. www.esri.com/trainingBooks: A large catalog of GIS books and workbooks is available from ESRI Press. www.esri.com/esripressPodcasts: Download free podcasts for software tips and tricks, training and education, and GIS technology insights from GIS users, business partners, and ESRI staff. www.esri.com/podcastsPremium Support ServicesKey Benefit: Prioritized Incident ManagementImplementation ServicesKey Benefit: Technology Knowledge TransferAdvantage ProgramsKey Benefit: Proactive Planning and Technical AdvisoryWhat’s New in ArcGIS Desktop 9.3GIS and Science INSPIREESRI—A Review of 2007Jacqueline daCosta Champions GISWhat Holds Us TogetherESRI Demonstrates Full Integration of SQL Server 2008 SpatialAutomatic shipment of software updatesStandard Support Complimentary ESRI User Conference registrations*Automatic consideration for ESRI beta programsAdvanced, exclusive noti?cation of software promotionsSubscriptions to ArcNews™ and ArcUser™Maintenance: Core Software Support* Does not apply to all software products. May require purchase of multiple licenses. Refer to www.esri.com/maintenance for details.Blogs: Product-, conference-, and industry-focused ESRI blogs offer a personal perspective and insight to help you in your work. www.esri.com/blogsESRI Knowledge Base: Search the ESRI Knowledge Base for answers to your technical questions, product life cycle support status information, definitions of GIS terms, and much more. www.esri.com/supportESRI® Extended SupportAccess the highest level of support available.• Design your support with flexible options.• Get personalized attention.• Whether you are a customer or a business partner, ESRI extended support offers you the highest level of support available, in a flexible framework.ESRI® Software SupportAs an ESRI customer or business partner, you have many options when you need support.Software MaintenanceOne year of software maintenance is included when you purchase a qualifying software product license. This cost-effective and comprehensive program entitles you to Standard Support, software updates, and many other features that ensure that your organization can keep up with the latest technology developments, take advantage of usability improvements, and manage software licenses more easily. After the first year, customers can renew their maintenance annually.Visit www.esri.com/maintenance to learn more.Are you• A customer developing, implementing, or supporting complex, mission-critical GIS applications?• A business partner that needs greater collaboration with ESRI to support your solution or consulting practice development?If so, your needs may go beyond core software support. ESRI extended support comprises flexible program options that pro-vide personal attention to your needs and, when combined with core support, offer you the highest level of assistance possible.To find out which ESRI extended support option is right for you, visit www.esri.com/extendedsupport.ESRI Extended SupportNo. GS-35F-5086HPrinted in USAESRI International OfficesESRI Regional OfficesOlympia 360-754-4727St. Louis 636-949-6620Minneapolis 651-454-0600Boston 978-777-4543Washington, D.C. 703-506-9515Charlotte 704-541-9810San Antonio 210-499-1044Denver 303-449-7779California 909-793-2853 ext. 1-1906109305IMPACT1M7/08dhCopyright © 2008 ESRI. All rights reserved. ESRI, the ESRI globe logo, ArcGIS, ArcNews, ArcUser, Rent-a-Tech, @esri.com, and www.esri.com are trademarks, registered trademarks, or service marks of ESRI in the United States, the European Community, or certain other jurisdictions. Other companies and products mentioned herein may be trademarks or registered trademarks of their respective trademark owners.1-800-GIS-XPRT (1-800-447-9778)www.esri.com/servicesLocate an ESRI value-added reseller near you atwww.esri.com/resellersOutside the United States, contact your local ESRI distributor. For the number of your distributor, call ESRI at 909-793-2853, ext. 1-1235, or visit our Web site at www.esri.com/distributorsFor More InformationESRI 380 New York Street Redlands, California 92373-8100 USA Phone: 909-793-2853Fax: 909-793-5953 E-mail: info@esri.comFor more than 35 years, ESRI has been helping people make better decisions through management and analysis of geographic information. A full-service GIS company, ESRI offers a framework for implementing GIS technology and business logic in any organization from personal GIS on the desktop to enterprise-wide GIS servers (including the Web) and mobile devices. ESRI GIS solutions are flexible and can be customized to meet the needs of our users.Philadelphia 610-644-3374Australia www.esriaustralia.com.auBelgium/Luxembourg www.esribelux.comBulgaria www.esribulgaria.comCanada www.esricanada.comChile www.esri-chile.comChina (Beijing) www.esrichina-bj.cnChina (Hong Kong) www.esrichina-hk.comEastern Africa www.esriea.co.keFinland www.esri-finland.comFrance www.esrifrance.frGermany/Switzerland www.esri-germany.de www.esri-suisse.chHungary www.esrihu.huIndia www.esriindia.comIndonesia www.esrisa.com.myItaly www.esriitalia.itJapan www.esrij.comKorea www.esrikr.comMalaysia www.esrisa.com.myNetherlands www.esri.nlNortheast Africa www.esrinea.comPoland www.esripolska.com.plPortugal www.esri-portugal.ptRomania www.esriro.roSingapore www.esrisa.comSpain www.esri-es.comSweden www.esri-sgroup.seThailand www.esrith.comTurkey www.esriturkey.com.trUnited Kingdom www.esriuk.comVenezuela www.esriven.com• Prioritized response• Personalized technical support• Proactive incident status reporting• Ongoing service review• The support you need when you need it• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesSelf-Help OptionsSelf-help options give you timely, convenient access to a variety of support and help you build your skills in managing and using geographic information system (GIS) software. These includeTraining: Instructor-led and self-study courses are available around the world and over the Internet. www.esri.com/trainingBooks: A large catalog of GIS books and workbooks is available from ESRI Press. www.esri.com/esripressPodcasts: Download free podcasts for software tips and tricks, training and education, and GIS technology insights from GIS users, business partners, and ESRI staff. www.esri.com/podcastsPremium Support ServicesKey Benefit: Prioritized Incident ManagementImplementation ServicesKey Benefit: Technology Knowledge TransferAdvantage ProgramsKey Benefit: Proactive Planning and Technical AdvisoryWhat’s New in ArcGIS Desktop 9.3GIS and Science INSPIREESRI—A Review of 2007Jacqueline daCosta Champions GISWhat Holds Us TogetherESRI Demonstrates Full Integration of SQL Server 2008 SpatialAutomatic shipment of software updatesStandard Support Complimentary ESRI User Conference registrations*Automatic consideration for ESRI beta programsAdvanced, exclusive noti?cation of software promotionsSubscriptions to ArcNews™ and ArcUser™Maintenance: Core Software Support* Does not apply to all software products. May require purchase of multiple licenses. Refer to www.esri.com/maintenance for details.Blogs: Product-, conference-, and industry-focused ESRI blogs offer a personal perspective and insight to help you in your work. www.esri.com/blogsESRI Knowledge Base: Search the ESRI Knowledge Base for answers to your technical questions, product life cycle support status information, definitions of GIS terms, and much more. www.esri.com/supportESRI® Extended SupportAccess the highest level of support available.• Design your support with flexible options.• Get personalized attention.• Whether you are a customer or a business partner, ESRI extended support offers you the highest level of support available, in a flexible framework.ESRI® Software SupportAs an ESRI customer or business partner, you have many options when you need support.Software MaintenanceOne year of software maintenance is included when you purchase a qualifying software product license. This cost-effective and comprehensive program entitles you to Standard Support, software updates, and many other features that ensure that your organization can keep up with the latest technology developments, take advantage of usability improvements, and manage software licenses more easily. After the first year, customers can renew their maintenance annually.Visit www.esri.com/maintenance to learn more.Are you• A customer developing, implementing, or supporting complex, mission-critical GIS applications?• A business partner that needs greater collaboration with ESRI to support your solution or consulting practice development?If so, your needs may go beyond core software support. ESRI extended support comprises flexible program options that pro-vide personal attention to your needs and, when combined with core support, offer you the highest level of assistance possible.To find out which ESRI extended support option is right for you, visit www.esri.com/extendedsupport.ESRI Extended SupportNo. GS-35F-5086HPrinted in USAESRI International OfficesESRI Regional OfficesOlympia 360-754-4727St. Louis 636-949-6620Minneapolis 651-454-0600Boston 978-777-4543Washington, D.C. 703-506-9515Charlotte 704-541-9810San Antonio 210-499-1044Denver 303-449-7779California 909-793-2853 ext. 1-1906109305IMPACT1M7/08dhCopyright © 2008 ESRI. All rights reserved. ESRI, the ESRI globe logo, ArcGIS, ArcNews, ArcUser, Rent-a-Tech, @esri.com, and www.esri.com are trademarks, registered trademarks, or service marks of ESRI in the United States, the European Community, or certain other jurisdictions. Other companies and products mentioned herein may be trademarks or registered trademarks of their respective trademark owners.1-800-GIS-XPRT (1-800-447-9778)www.esri.com/servicesLocate an ESRI value-added reseller near you atwww.esri.com/resellersOutside the United States, contact your local ESRI distributor. For the number of your distributor, call ESRI at 909-793-2853, ext. 1-1235, or visit our Web site at www.esri.com/distributorsFor More InformationESRI 380 New York Street Redlands, California 92373-8100 USA Phone: 909-793-2853Fax: 909-793-5953 E-mail: info@esri.comFor more than 35 years, ESRI has been helping people make better decisions through management and analysis of geographic information. A full-service GIS company, ESRI offers a framework for implementing GIS technology and business logic in any organization from personal GIS on the desktop to enterprise-wide GIS servers (including the Web) and mobile devices. ESRI GIS solutions are flexible and can be customized to meet the needs of our users.Philadelphia 610-644-3374Australia www.esriaustralia.com.auBelgium/Luxembourg www.esribelux.comBulgaria www.esribulgaria.comCanada www.esricanada.comChile www.esri-chile.comChina (Beijing) www.esrichina-bj.cnChina (Hong Kong) www.esrichina-hk.comEastern Africa www.esriea.co.keFinland www.esri-finland.comFrance www.esrifrance.frGermany/Switzerland www.esri-germany.de www.esri-suisse.chHungary www.esrihu.huIndia www.esriindia.comIndonesia www.esrisa.com.myItaly www.esriitalia.itJapan www.esrij.comKorea www.esrikr.comMalaysia www.esrisa.com.myNetherlands www.esri.nlNortheast Africa www.esrinea.comPoland www.esripolska.com.plPortugal www.esri-portugal.ptRomania www.esriro.roSingapore www.esrisa.comSpain www.esri-es.comSweden www.esri-sgroup.seThailand www.esrith.comTurkey www.esriturkey.com.trUnited Kingdom www.esriuk.comVenezuela www.esriven.com• Prioritized response• Personalized technical support• Proactive incident status reporting• Ongoing service review• The support you need when you need it• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesSelf-Help OptionsSelf-help options give you timely, convenient access to a variety of support and help you build your skills in managing and using geographic information system (GIS) software. These includeTraining: Instructor-led and self-study courses are available around the world and over the Internet. www.esri.com/trainingBooks: A large catalog of GIS books and workbooks is available from ESRI Press. www.esri.com/esripressPodcasts: Download free podcasts for software tips and tricks, training and education, and GIS technology insights from GIS users, business partners, and ESRI staff. www.esri.com/podcastsPremium Support ServicesKey Benefit: Prioritized Incident ManagementImplementation ServicesKey Benefit: Technology Knowledge TransferAdvantage ProgramsKey Benefit: Proactive Planning and Technical AdvisoryWhat’s New in ArcGIS Desktop 9.3GIS and Science INSPIREESRI—A Review of 2007Jacqueline daCosta Champions GISWhat Holds Us TogetherESRI Demonstrates Full Integration of SQL Server 2008 SpatialAutomatic shipment of software updatesStandard Support Complimentary ESRI User Conference registrations*Automatic consideration for ESRI beta programsAdvanced, exclusive noti?cation of software promotionsSubscriptions to ArcNews™ and ArcUser™Maintenance: Core Software Support* Does not apply to all software products. May require purchase of multiple licenses. Refer to www.esri.com/maintenance for details.Blogs: Product-, conference-, and industry-focused ESRI blogs offer a personal perspective and insight to help you in your work. www.esri.com/blogsESRI Knowledge Base: Search the ESRI Knowledge Base for answers to your technical questions, product life cycle support status information, definitions of GIS terms, and much more. www.esri.com/supportPremium Support ServicesAccess the highest level of technical support offered by ESRI.• Prioritized incident management• Personalized technical support• Proactive incident status reportingWhen your support needs become more complex and immediate, the ESRI Premium Support Services (PSS) program complements and extends existing standard support options by providing addi-tional support services for an hourly fee. The program is suitable for customers with complex, mission-critical GIS applications and business partners developing key applications and/or solutions within critical software development life cycle schedules.What’s in the Program• Prioritized incident management: Quick response to and beginning-to-end management of your incidents• Assigned Premium Support Services coordinator: Access to a coordinator who will work directly with your named contacts and with ESRI departments on your behalf• Premium Support Services Web site: Secure access 24 hours a day, seven days a week to log and track your incidents as well as complete and maintain an inventory of your GIS technical environment• ESRI software e-newsletter: E-mail notifications of current software development issues and available patches and service packs• Quarterly teleconference meetings: Regular discussions with ESRI about your Premium Support Services incidents and serviceImplementation Services allows you to add our expertise to your project team by requesting assistance for a specific aspect or phase of your GIS project. Services Include• Rent-a-TechSM: Define the type and extent of services you need and have that support delivered quickly through this flexible program, which provides short-term, high-value technical consulting services to existing ESRI product users. Our consultants help you move through the project life cycle efficiently while providing the necessary knowledge transfer for you to maintain your system on your own.• Enterprise consulting: Identify and make the technical decisions required to implement ArcGIS® solutions in your enterprise successfully with the help of our enterprise consultants. Services are offered for implementations ranging from single departments to organization-wide deployments.• Applications Development Center: Collaborate with ESRI technical consulting staff to plan your projects and discuss implementation best practices at our GIS studio environment in Redlands, California, or Washington, D.C. Within this environment, you can focus on your project while tapping into our expertise.All of our consultants provide the knowledge transfer necessary for you to become self-sufficient in your use of GIS.ESRI Enterprise Advantage ProgramAchieve the full potential of your enterprise GIS.ESRI customers developing, implementing, or supporting com-plex, mission-critical GIS applications will benefit from the flex-ible approach to accessing services, training, and support offered by the ESRI Enterprise Advantage Program (EEAP).What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Annual account and GIS strategy review meeting: One-day annual account review and strategy planning meet-ing conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Premium Support Services• GIS environment profile: Access to the ESRI Premium Support Services Web site to complete and maintain an inventory of your GIS technical environment• Exclusive enterprise-related webcasts: Quarterly web-casts presenting business and technical information related to enterprise GISImplementation ServicesGet the support you need when you need it.• The support you need when you need it• Short-term, high-value services• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesESRI business partners that need greater collaboration with ESRI to support their solution or consulting practice development can leverage the Business Partner Advantage Program (BPAP). What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Technology orientation: Knowledge transfer that will orient you to the latest ESRI technology and product directions• Planning and review meeting: One-day annual account review and strategy-planning meeting conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Pre-mium Support Services• Conference passes: Annual passes to the Business Partner Conference and ESRI Developer Summit• GIS environment profile: Access to the ESRI Premium Sup-port Services Web site to complete and maintain an inventory of your GIS technical environmentBusiness Partner Advantage ProgramGet flexible, personalized support.Business PartnerProgram GroupGet help with your project. Learn more about Implementation Services at www.esri.com/implementation. Join the program. Visit www.esri.com/eeap to learn more about the Enterprise Advantage Program, or contact your ESRI account manager.Join the program. Visit www.esri.com/bpap to learn more about the Business Partner Advantage Program, or contact your ESRI account manager.What the Program Gives You• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• Visibility into ESRI product management and software development plans: Keep up-to-date with an in-depth look at specific ESRI technology topics and best practices.• Personal attention to your needs and requirements: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• An adjustable level of technical support services: The program’s learning and services credits enable you to incre-mentally access the support you need when you need it.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personal attention to your needs: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• An adjustable level of support services: The program’s learning and services credits enable you to incrementally access the support, training, or consulting services support when you need them.• Visibility into ESRI enterprise GIS strategy and technol-ogy development plans: Stay current with ESRI enterprise technology topics and best practices.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personalized technical support: Your coordinator under-stands your GIS environment and acts as your support advocate within ESRI, providing you with a personal level of attention and priority.• Timely response: We make every effort to acknowledge your premium support incident within one hour and will manage your incident throughout its entire life cycle.• Proactive status reporting: Your coordinator will keep you apprised of the status of your premium support incident, and you can access status information at any time through the Premium Support Services Web site.• Ongoing service review: Your account manager and Premium Support Services coordinator, the Premium Support Services manager, and other ESRI staff as required attend quar-terly teleconference meetings, providing you with the highest level of attention regarding your technical support needs.Customer Perspective: CenterPoint EnergyAt CenterPoint Energy (CNP), we utilize ESRI Premium Support Services regularly. We’re continually pushing the envelope to lever-age the latest technology in our state-of-the-art enterprise GIS while providing 24/7 availability of eight production geodatabases to approximately 5,000 users. With so many moving and changing parts, it is absolutely of key importance that we have direct access to the most capable ESRI analysts and the development team to resolve issues quickly and efficiently.Since we have a fairly sophisticated support team at CNP, when we have an issue, it’s usually one that’s complex to resolve. Many times, we don’t have the time to go through the normal support services channels. This is where PSS shines They are familiar with our architecture, environment, and history. They take action immediately. In fact, most of the issues we’ve reported through PSS are resolved within a day or two.I would highly recommend PSS to any organization that has similar internal demands for system availability or similar challenges with complexity. We simply could not function nearly as well as we do, nor could we meet our internal service levels, without PSS.Cindi SalasManager, Business Solutions CenterPoint Energy www.centerpointenergy.com Customer Perspective: The Nature ConservancyWe know that to be a successful and truly worldwide conservation organization, we must invest in the development of a global-scale enterprise GIS. The scale at which we work makes it imperative that we be involved in EEAP. We need to have the best people advising us and making sure we do it right. The EEAP is a fantastic program. Being able to have somebody who has that technical vision at the scale you need is an invaluable asset.Susan MillerEnterprise GIS Program Director The Nature Conservancy www.nature.orgJoin the program. Visit www.esri.com/pss to learn more about Premium Support Services, or contact your ESRI account manager.Partner Perspective: IBMAbout two years ago, we chose to spatially enable our Maximo Asset Management product by incorporating ESRI’s ArcGIS Server Java technology. With IBM Maximo Spatial Asset Management, we are building a spatially enabled decision support system for asset managers, and we aim to take full advantage of the power of the geodatabase and spatial analysis. Last year, we joined the Business Partner Advantage Program. It’s been very valuable. It allows us to have closer collaboration with ESRI on the technical vision for the product and provides us with consistent and personal attention to our product mission.Gary FreemanChief Architect, Tivoli Maximo IBM www.ibm.com/tivoli• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesPremium Support ServicesAccess the highest level of technical support offered by ESRI.• Prioritized incident management• Personalized technical support• Proactive incident status reportingWhen your support needs become more complex and immediate, the ESRI Premium Support Services (PSS) program complements and extends existing standard support options by providing addi-tional support services for an hourly fee. The program is suitable for customers with complex, mission-critical GIS applications and business partners developing key applications and/or solutions within critical software development life cycle schedules.What’s in the Program• Prioritized incident management: Quick response to and beginning-to-end management of your incidents• Assigned Premium Support Services coordinator: Access to a coordinator who will work directly with your named contacts and with ESRI departments on your behalf• Premium Support Services Web site: Secure access 24 hours a day, seven days a week to log and track your incidents as well as complete and maintain an inventory of your GIS technical environment• ESRI software e-newsletter: E-mail notifications of current software development issues and available patches and service packs• Quarterly teleconference meetings: Regular discussions with ESRI about your Premium Support Services incidents and serviceImplementation Services allows you to add our expertise to your project team by requesting assistance for a specific aspect or phase of your GIS project. Services Include• Rent-a-TechSM: Define the type and extent of services you need and have that support delivered quickly through this flexible program, which provides short-term, high-value technical consulting services to existing ESRI product users. Our consultants help you move through the project life cycle efficiently while providing the necessary knowledge transfer for you to maintain your system on your own.• Enterprise consulting: Identify and make the technical decisions required to implement ArcGIS® solutions in your enterprise successfully with the help of our enterprise consultants. Services are offered for implementations ranging from single departments to organization-wide deployments.• Applications Development Center: Collaborate with ESRI technical consulting staff to plan your projects and discuss implementation best practices at our GIS studio environment in Redlands, California, or Washington, D.C. Within this environment, you can focus on your project while tapping into our expertise.All of our consultants provide the knowledge transfer necessary for you to become self-sufficient in your use of GIS.ESRI Enterprise Advantage ProgramAchieve the full potential of your enterprise GIS.ESRI customers developing, implementing, or supporting com-plex, mission-critical GIS applications will benefit from the flex-ible approach to accessing services, training, and support offered by the ESRI Enterprise Advantage Program (EEAP).What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Annual account and GIS strategy review meeting: One-day annual account review and strategy planning meet-ing conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Premium Support Services• GIS environment profile: Access to the ESRI Premium Support Services Web site to complete and maintain an inventory of your GIS technical environment• Exclusive enterprise-related webcasts: Quarterly web-casts presenting business and technical information related to enterprise GISImplementation ServicesGet the support you need when you need it.• The support you need when you need it• Short-term, high-value services• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesESRI business partners that need greater collaboration with ESRI to support their solution or consulting practice development can leverage the Business Partner Advantage Program (BPAP). What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Technology orientation: Knowledge transfer that will orient you to the latest ESRI technology and product directions• Planning and review meeting: One-day annual account review and strategy-planning meeting conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Pre-mium Support Services• Conference passes: Annual passes to the Business Partner Conference and ESRI Developer Summit• GIS environment profile: Access to the ESRI Premium Sup-port Services Web site to complete and maintain an inventory of your GIS technical environmentBusiness Partner Advantage ProgramGet flexible, personalized support.Business PartnerProgram GroupGet help with your project. Learn more about Implementation Services at www.esri.com/implementation. Join the program. Visit www.esri.com/eeap to learn more about the Enterprise Advantage Program, or contact your ESRI account manager.Join the program. Visit www.esri.com/bpap to learn more about the Business Partner Advantage Program, or contact your ESRI account manager.What the Program Gives You• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• Visibility into ESRI product management and software development plans: Keep up-to-date with an in-depth look at specific ESRI technology topics and best practices.• Personal attention to your needs and requirements: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• An adjustable level of technical support services: The program’s learning and services credits enable you to incre-mentally access the support you need when you need it.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personal attention to your needs: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• An adjustable level of support services: The program’s learning and services credits enable you to incrementally access the support, training, or consulting services support when you need them.• Visibility into ESRI enterprise GIS strategy and technol-ogy development plans: Stay current with ESRI enterprise technology topics and best practices.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personalized technical support: Your coordinator under-stands your GIS environment and acts as your support advocate within ESRI, providing you with a personal level of attention and priority.• Timely response: We make every effort to acknowledge your premium support incident within one hour and will manage your incident throughout its entire life cycle.• Proactive status reporting: Your coordinator will keep you apprised of the status of your premium support incident, and you can access status information at any time through the Premium Support Services Web site.• Ongoing service review: Your account manager and Premium Support Services coordinator, the Premium Support Services manager, and other ESRI staff as required attend quar-terly teleconference meetings, providing you with the highest level of attention regarding your technical support needs.Customer Perspective: CenterPoint EnergyAt CenterPoint Energy (CNP), we utilize ESRI Premium Support Services regularly. We’re continually pushing the envelope to lever-age the latest technology in our state-of-the-art enterprise GIS while providing 24/7 availability of eight production geodatabases to approximately 5,000 users. With so many moving and changing parts, it is absolutely of key importance that we have direct access to the most capable ESRI analysts and the development team to resolve issues quickly and efficiently.Since we have a fairly sophisticated support team at CNP, when we have an issue, it’s usually one that’s complex to resolve. Many times, we don’t have the time to go through the normal support services channels. This is where PSS shines They are familiar with our architecture, environment, and history. They take action immediately. In fact, most of the issues we’ve reported through PSS are resolved within a day or two.I would highly recommend PSS to any organization that has similar internal demands for system availability or similar challenges with complexity. We simply could not function nearly as well as we do, nor could we meet our internal service levels, without PSS.Cindi SalasManager, Business Solutions CenterPoint Energy www.centerpointenergy.com Customer Perspective: The Nature ConservancyWe know that to be a successful and truly worldwide conservation organization, we must invest in the development of a global-scale enterprise GIS. The scale at which we work makes it imperative that we be involved in EEAP. We need to have the best people advising us and making sure we do it right. The EEAP is a fantastic program. Being able to have somebody who has that technical vision at the scale you need is an invaluable asset.Susan MillerEnterprise GIS Program Director The Nature Conservancy www.nature.orgJoin the program. Visit www.esri.com/pss to learn more about Premium Support Services, or contact your ESRI account manager.Partner Perspective: IBMAbout two years ago, we chose to spatially enable our Maximo Asset Management product by incorporating ESRI’s ArcGIS Server Java technology. With IBM Maximo Spatial Asset Management, we are building a spatially enabled decision support system for asset managers, and we aim to take full advantage of the power of the geodatabase and spatial analysis. Last year, we joined the Business Partner Advantage Program. It’s been very valuable. It allows us to have closer collaboration with ESRI on the technical vision for the product and provides us with consistent and personal attention to our product mission.Gary FreemanChief Architect, Tivoli Maximo IBM www.ibm.com/tivoli• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesPremium Support ServicesAccess the highest level of technical support offered by ESRI.• Prioritized incident management• Personalized technical support• Proactive incident status reportingWhen your support needs become more complex and immediate, the ESRI Premium Support Services (PSS) program complements and extends existing standard support options by providing addi-tional support services for an hourly fee. The program is suitable for customers with complex, mission-critical GIS applications and business partners developing key applications and/or solutions within critical software development life cycle schedules.What’s in the Program• Prioritized incident management: Quick response to and beginning-to-end management of your incidents• Assigned Premium Support Services coordinator: Access to a coordinator who will work directly with your named contacts and with ESRI departments on your behalf• Premium Support Services Web site: Secure access 24 hours a day, seven days a week to log and track your incidents as well as complete and maintain an inventory of your GIS technical environment• ESRI software e-newsletter: E-mail notifications of current software development issues and available patches and service packs• Quarterly teleconference meetings: Regular discussions with ESRI about your Premium Support Services incidents and serviceImplementation Services allows you to add our expertise to your project team by requesting assistance for a specific aspect or phase of your GIS project. Services Include• Rent-a-TechSM: Define the type and extent of services you need and have that support delivered quickly through this flexible program, which provides short-term, high-value technical consulting services to existing ESRI product users. Our consultants help you move through the project life cycle efficiently while providing the necessary knowledge transfer for you to maintain your system on your own.• Enterprise consulting: Identify and make the technical decisions required to implement ArcGIS® solutions in your enterprise successfully with the help of our enterprise consultants. Services are offered for implementations ranging from single departments to organization-wide deployments.• Applications Development Center: Collaborate with ESRI technical consulting staff to plan your projects and discuss implementation best practices at our GIS studio environment in Redlands, California, or Washington, D.C. Within this environment, you can focus on your project while tapping into our expertise.All of our consultants provide the knowledge transfer necessary for you to become self-sufficient in your use of GIS.ESRI Enterprise Advantage ProgramAchieve the full potential of your enterprise GIS.ESRI customers developing, implementing, or supporting com-plex, mission-critical GIS applications will benefit from the flex-ible approach to accessing services, training, and support offered by the ESRI Enterprise Advantage Program (EEAP).What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Annual account and GIS strategy review meeting: One-day annual account review and strategy planning meet-ing conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Premium Support Services• GIS environment profile: Access to the ESRI Premium Support Services Web site to complete and maintain an inventory of your GIS technical environment• Exclusive enterprise-related webcasts: Quarterly web-casts presenting business and technical information related to enterprise GISImplementation ServicesGet the support you need when you need it.• The support you need when you need it• Short-term, high-value services• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesESRI business partners that need greater collaboration with ESRI to support their solution or consulting practice development can leverage the Business Partner Advantage Program (BPAP). What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Technology orientation: Knowledge transfer that will orient you to the latest ESRI technology and product directions• Planning and review meeting: One-day annual account review and strategy-planning meeting conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Pre-mium Support Services• Conference passes: Annual passes to the Business Partner Conference and ESRI Developer Summit• GIS environment profile: Access to the ESRI Premium Sup-port Services Web site to complete and maintain an inventory of your GIS technical environmentBusiness Partner Advantage ProgramGet flexible, personalized support.Business PartnerProgram GroupGet help with your project. Learn more about Implementation Services at www.esri.com/implementation. Join the program. Visit www.esri.com/eeap to learn more about the Enterprise Advantage Program, or contact your ESRI account manager.Join the program. Visit www.esri.com/bpap to learn more about the Business Partner Advantage Program, or contact your ESRI account manager.What the Program Gives You• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• Visibility into ESRI product management and software development plans: Keep up-to-date with an in-depth look at specific ESRI technology topics and best practices.• Personal attention to your needs and requirements: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• An adjustable level of technical support services: The program’s learning and services credits enable you to incre-mentally access the support you need when you need it.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personal attention to your needs: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• An adjustable level of support services: The program’s learning and services credits enable you to incrementally access the support, training, or consulting services support when you need them.• Visibility into ESRI enterprise GIS strategy and technol-ogy development plans: Stay current with ESRI enterprise technology topics and best practices.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personalized technical support: Your coordinator under-stands your GIS environment and acts as your support advocate within ESRI, providing you with a personal level of attention and priority.• Timely response: We make every effort to acknowledge your premium support incident within one hour and will manage your incident throughout its entire life cycle.• Proactive status reporting: Your coordinator will keep you apprised of the status of your premium support incident, and you can access status information at any time through the Premium Support Services Web site.• Ongoing service review: Your account manager and Premium Support Services coordinator, the Premium Support Services manager, and other ESRI staff as required attend quar-terly teleconference meetings, providing you with the highest level of attention regarding your technical support needs.Customer Perspective: CenterPoint EnergyAt CenterPoint Energy (CNP), we utilize ESRI Premium Support Services regularly. We’re continually pushing the envelope to lever-age the latest technology in our state-of-the-art enterprise GIS while providing 24/7 availability of eight production geodatabases to approximately 5,000 users. With so many moving and changing parts, it is absolutely of key importance that we have direct access to the most capable ESRI analysts and the development team to resolve issues quickly and efficiently.Since we have a fairly sophisticated support team at CNP, when we have an issue, it’s usually one that’s complex to resolve. Many times, we don’t have the time to go through the normal support services channels. This is where PSS shines They are familiar with our architecture, environment, and history. They take action immediately. In fact, most of the issues we’ve reported through PSS are resolved within a day or two.I would highly recommend PSS to any organization that has similar internal demands for system availability or similar challenges with complexity. We simply could not function nearly as well as we do, nor could we meet our internal service levels, without PSS.Cindi SalasManager, Business Solutions CenterPoint Energy www.centerpointenergy.com Customer Perspective: The Nature ConservancyWe know that to be a successful and truly worldwide conservation organization, we must invest in the development of a global-scale enterprise GIS. The scale at which we work makes it imperative that we be involved in EEAP. We need to have the best people advising us and making sure we do it right. The EEAP is a fantastic program. Being able to have somebody who has that technical vision at the scale you need is an invaluable asset.Susan MillerEnterprise GIS Program Director The Nature Conservancy www.nature.orgJoin the program. Visit www.esri.com/pss to learn more about Premium Support Services, or contact your ESRI account manager.Partner Perspective: IBMAbout two years ago, we chose to spatially enable our Maximo Asset Management product by incorporating ESRI’s ArcGIS Server Java technology. With IBM Maximo Spatial Asset Management, we are building a spatially enabled decision support system for asset managers, and we aim to take full advantage of the power of the geodatabase and spatial analysis. Last year, we joined the Business Partner Advantage Program. It’s been very valuable. It allows us to have closer collaboration with ESRI on the technical vision for the product and provides us with consistent and personal attention to our product mission.Gary FreemanChief Architect, Tivoli Maximo IBM www.ibm.com/tivoli• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesPremium Support ServicesAccess the highest level of technical support offered by ESRI.• Prioritized incident management• Personalized technical support• Proactive incident status reportingWhen your support needs become more complex and immediate, the ESRI Premium Support Services (PSS) program complements and extends existing standard support options by providing addi-tional support services for an hourly fee. The program is suitable for customers with complex, mission-critical GIS applications and business partners developing key applications and/or solutions within critical software development life cycle schedules.What’s in the Program• Prioritized incident management: Quick response to and beginning-to-end management of your incidents• Assigned Premium Support Services coordinator: Access to a coordinator who will work directly with your named contacts and with ESRI departments on your behalf• Premium Support Services Web site: Secure access 24 hours a day, seven days a week to log and track your incidents as well as complete and maintain an inventory of your GIS technical environment• ESRI software e-newsletter: E-mail notifications of current software development issues and available patches and service packs• Quarterly teleconference meetings: Regular discussions with ESRI about your Premium Support Services incidents and serviceImplementation Services allows you to add our expertise to your project team by requesting assistance for a specific aspect or phase of your GIS project. Services Include• Rent-a-TechSM: Define the type and extent of services you need and have that support delivered quickly through this flexible program, which provides short-term, high-value technical consulting services to existing ESRI product users. Our consultants help you move through the project life cycle efficiently while providing the necessary knowledge transfer for you to maintain your system on your own.• Enterprise consulting: Identify and make the technical decisions required to implement ArcGIS® solutions in your enterprise successfully with the help of our enterprise consultants. Services are offered for implementations ranging from single departments to organization-wide deployments.• Applications Development Center: Collaborate with ESRI technical consulting staff to plan your projects and discuss implementation best practices at our GIS studio environment in Redlands, California, or Washington, D.C. Within this environment, you can focus on your project while tapping into our expertise.All of our consultants provide the knowledge transfer necessary for you to become self-sufficient in your use of GIS.ESRI Enterprise Advantage ProgramAchieve the full potential of your enterprise GIS.ESRI customers developing, implementing, or supporting com-plex, mission-critical GIS applications will benefit from the flex-ible approach to accessing services, training, and support offered by the ESRI Enterprise Advantage Program (EEAP).What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Annual account and GIS strategy review meeting: One-day annual account review and strategy planning meet-ing conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Premium Support Services• GIS environment profile: Access to the ESRI Premium Support Services Web site to complete and maintain an inventory of your GIS technical environment• Exclusive enterprise-related webcasts: Quarterly web-casts presenting business and technical information related to enterprise GISImplementation ServicesGet the support you need when you need it.• The support you need when you need it• Short-term, high-value services• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesESRI business partners that need greater collaboration with ESRI to support their solution or consulting practice development can leverage the Business Partner Advantage Program (BPAP). What’s in the Program• Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require-ments and advises you accordingly• Technology orientation: Knowledge transfer that will orient you to the latest ESRI technology and product directions• Planning and review meeting: One-day annual account review and strategy-planning meeting conducted at ESRI in Redlands or an ESRI regional office• Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Pre-mium Support Services• Conference passes: Annual passes to the Business Partner Conference and ESRI Developer Summit• GIS environment profile: Access to the ESRI Premium Sup-port Services Web site to complete and maintain an inventory of your GIS technical environmentBusiness Partner Advantage ProgramGet flexible, personalized support.Business PartnerProgram GroupGet help with your project. Learn more about Implementation Services at www.esri.com/implementation. Join the program. Visit www.esri.com/eeap to learn more about the Enterprise Advantage Program, or contact your ESRI account manager.Join the program. Visit www.esri.com/bpap to learn more about the Business Partner Advantage Program, or contact your ESRI account manager.What the Program Gives You• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• Visibility into ESRI product management and software development plans: Keep up-to-date with an in-depth look at specific ESRI technology topics and best practices.• Personal attention to your needs and requirements: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• An adjustable level of technical support services: The program’s learning and services credits enable you to incre-mentally access the support you need when you need it.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personal attention to your needs: Your advisor acts as your technical advocate within ESRI, providing you with a personal level of attention and priority.• Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key ESRI technical and industry representatives.• An adjustable level of support services: The program’s learning and services credits enable you to incrementally access the support, training, or consulting services support when you need them.• Visibility into ESRI enterprise GIS strategy and technol-ogy development plans: Stay current with ESRI enterprise technology topics and best practices.All program components are included in your subscription fees. You may elect to use only those components that meet your needs.What the Program Gives You• Personalized technical support: Your coordinator under-stands your GIS environment and acts as your support advocate within ESRI, providing you with a personal level of attention and priority.• Timely response: We make every effort to acknowledge your premium support incident within one hour and will manage your incident throughout its entire life cycle.• Proactive status reporting: Your coordinator will keep you apprised of the status of your premium support incident, and you can access status information at any time through the Premium Support Services Web site.• Ongoing service review: Your account manager and Premium Support Services coordinator, the Premium Support Services manager, and other ESRI staff as required attend quar-terly teleconference meetings, providing you with the highest level of attention regarding your technical support needs.Customer Perspective: CenterPoint EnergyAt CenterPoint Energy (CNP), we utilize ESRI Premium Support Services regularly. We’re continually pushing the envelope to lever-age the latest technology in our state-of-the-art enterprise GIS while providing 24/7 availability of eight production geodatabases to approximately 5,000 users. With so many moving and changing parts, it is absolutely of key importance that we have direct access to the most capable ESRI analysts and the development team to resolve issues quickly and efficiently.Since we have a fairly sophisticated support team at CNP, when we have an issue, it’s usually one that’s complex to resolve. Many times, we don’t have the time to go through the normal support services channels. This is where PSS shines They are familiar with our architecture, environment, and history. They take action immediately. In fact, most of the issues we’ve reported through PSS are resolved within a day or two.I would highly recommend PSS to any organization that has similar internal demands for system availability or similar challenges with complexity. We simply could not function nearly as well as we do, nor could we meet our internal service levels, without PSS.Cindi SalasManager, Business Solutions CenterPoint Energy www.centerpointenergy.com Customer Perspective: The Nature ConservancyWe know that to be a successful and truly worldwide conservation organization, we must invest in the development of a global-scale enterprise GIS. The scale at which we work makes it imperative that we be involved in EEAP. We need to have the best people advising us and making sure we do it right. The EEAP is a fantastic program. Being able to have somebody who has that technical vision at the scale you need is an invaluable asset.Susan MillerEnterprise GIS Program Director The Nature Conservancy www.nature.orgJoin the program. Visit www.esri.com/pss to learn more about Premium Support Services, or contact your ESRI account manager.Partner Perspective: IBMAbout two years ago, we chose to spatially enable our Maximo Asset Management product by incorporating ESRI’s ArcGIS Server Java technology. With IBM Maximo Spatial Asset Management, we are building a spatially enabled decision support system for asset managers, and we aim to take full advantage of the power of the geodatabase and spatial analysis. Last year, we joined the Business Partner Advantage Program. It’s been very valuable. It allows us to have closer collaboration with ESRI on the technical vision for the product and provides us with consistent and personal attention to our product mission.Gary FreemanChief Architect, Tivoli Maximo IBM www.ibm.com/tivoli• Proactive strategic planning• Personalized technical advisory• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesESRI® Extended SupportAccess the highest level of support available.• Design your support with flexible options.• Get personalized attention.• Whether you are a customer or a business partner, ESRI extended support offers you the highest level of support available, in a flexible framework.ESRI® Software SupportAs an ESRI customer or business partner, you have many options when you need support.Software MaintenanceOne year of software maintenance is included when you purchase a qualifying software product license. This cost-effective and comprehensive program entitles you to Standard Support, software updates, and many other features that ensure that your organization can keep up with the latest technology developments, take advantage of usability improvements, and manage software licenses more easily. After the first year, customers can renew their maintenance annually.Visit www.esri.com/maintenance to learn more.Are you• A customer developing, implementing, or supporting complex, mission-critical GIS applications?• A business partner that needs greater collaboration with ESRI to support your solution or consulting practice development?If so, your needs may go beyond core software support. ESRI extended support comprises flexible program options that pro-vide personal attention to your needs and, when combined with core support, offer you the highest level of assistance possible.To find out which ESRI extended support option is right for you, visit www.esri.com/extendedsupport.ESRI Extended SupportNo. GS-35F-5086HPrinted in USAESRI International OfficesESRI Regional OfficesOlympia 360-754-4727St. Louis 636-949-6620Minneapolis 651-454-0600Boston 978-777-4543Washington, D.C. 703-506-9515Charlotte 704-541-9810San Antonio 210-499-1044Denver 303-449-7779California 909-793-2853 ext. 1-1906109305IMPACT1M7/08dhCopyright © 2008 ESRI. All rights reserved. ESRI, the ESRI globe logo, ArcGIS, ArcNews, ArcUser, Rent-a-Tech, @esri.com, and www.esri.com are trademarks, registered trademarks, or service marks of ESRI in the United States, the European Community, or certain other jurisdictions. Other companies and products mentioned herein may be trademarks or registered trademarks of their respective trademark owners.1-800-GIS-XPRT (1-800-447-9778)www.esri.com/servicesLocate an ESRI value-added reseller near you atwww.esri.com/resellersOutside the United States, contact your local ESRI distributor. For the number of your distributor, call ESRI at 909-793-2853, ext. 1-1235, or visit our Web site at www.esri.com/distributorsFor More InformationESRI 380 New York Street Redlands, California 92373-8100 USA Phone: 909-793-2853Fax: 909-793-5953 E-mail: info@esri.comFor more than 35 years, ESRI has been helping people make better decisions through management and analysis of geographic information. A full-service GIS company, ESRI offers a framework for implementing GIS technology and business logic in any organization from personal GIS on the desktop to enterprise-wide GIS servers (including the Web) and mobile devices. ESRI GIS solutions are flexible and can be customized to meet the needs of our users.Philadelphia 610-644-3374Australia www.esriaustralia.com.auBelgium/Luxembourg www.esribelux.comBulgaria www.esribulgaria.comCanada www.esricanada.comChile www.esri-chile.comChina (Beijing) www.esrichina-bj.cnChina (Hong Kong) www.esrichina-hk.comEastern Africa www.esriea.co.keFinland www.esri-finland.comFrance www.esrifrance.frGermany/Switzerland www.esri-germany.de www.esri-suisse.chHungary www.esrihu.huIndia www.esriindia.comIndonesia www.esrisa.com.myItaly www.esriitalia.itJapan www.esrij.comKorea www.esrikr.comMalaysia www.esrisa.com.myNetherlands www.esri.nlNortheast Africa www.esrinea.comPoland www.esripolska.com.plPortugal www.esri-portugal.ptRomania www.esriro.roSingapore www.esrisa.comSpain www.esri-es.comSweden www.esri-sgroup.seThailand www.esrith.comTurkey www.esriturkey.com.trUnited Kingdom www.esriuk.comVenezuela www.esriven.com• Prioritized response• Personalized technical support• Proactive incident status reporting• Ongoing service review• The support you need when you need it• Development of your self-sufficiency• Ability to focus on your project while tapping our expertise• Flexible program configuration• Personal attention to your needs• Continuity in extended support servicesSelf-Help OptionsSelf-help options give you timely, convenient access to a variety of support and help you build your skills in managing and using geographic information system (GIS) software. These includeTraining: Instructor-led and self-study courses are available around the world and over the Internet. www.esri.com/trainingBooks: A large catalog of GIS books and workbooks is available from ESRI Press. www.esri.com/esripressPodcasts: Download free podcasts for software tips and tricks, training and education, and GIS technology insights from GIS users, business partners, and ESRI staff. www.esri.com/podcastsPremium Support ServicesKey Benefit: Prioritized Incident ManagementImplementation ServicesKey Benefit: Technology Knowledge TransferAdvantage ProgramsKey Benefit: Proactive Planning and Technical AdvisoryWhat’s New in ArcGIS Desktop 9.3GIS and Science INSPIREESRI—A Review of 2007Jacqueline daCosta Champions GISWhat Holds Us TogetherESRI Demonstrates Full Integration of SQL Server 2008 SpatialAutomatic shipment of software updatesStandard Support Complimentary ESRI User Conference registrations*Automatic consideration for ESRI beta programsAdvanced, exclusive noti?cation of software promotionsSubscriptions to ArcNews™ and ArcUser™Maintenance: Core Software Support* Does not apply to all software products. May require purchase of multiple licenses. Refer to www.esri.com/maintenance for details.Blogs: Product-, conference-, and industry-focused ESRI blogs offer a personal perspective and insight to help you in your work. www.esri.com/blogsESRI Knowledge Base: Search the ESRI Knowledge Base for answers to your technical questions, product life cycle support status information, definitions of GIS terms, and much more. www.esri.com/support