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ESRI NeA Support Services Profile www.esrinea.com
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EESSRRII NNEEAA
SSuuppppoorrtt SSeerrvviicceess PPrrooffiillee
ESRI NeA Support Services Profile www.esrinea.com
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Table of Contents
1. ABOUT US ...................................................................................................................................................... 5
2. OUR VISION & MISSION .............................................................................................................................. 6
3. WHY ESRI NEA’S TECHNICAL SUPPORT TEAM ........................................................................................... 7
SERVICE EXCELLENCE.......................................................................................................................................... 7
DEDICATION ....................................................................................................................................................... 7
RESPECT .............................................................................................................................................................. 7
COMMUNITY AND COLLABORATION................................................................................................................... 8
TEAMWORK ......................................................................................................................................................... 8
PERFORMANCE ................................................................................................................................................... 8
EMPLOYEE EMPOWERMENT ................................................................................................................................. 9
4. ESRI NEA SUPPORT SERVICES .................................................................................................................... 10
6.1 MAINTENANCE SERVICES .................................................................................................................................... 12
6.2 CONSULTATION SERVICES .................................................................................................................................... 14 6.2.1 Site Needs Assessments ..................................................................................................................................... 14 6.2.2 GIS Industry Based Integration ......................................................................................................................... 14 6.2.3 Building Roadmaps ............................................................................................................................................. 15 6.2.4 Constructing Data Model ................................................................................................................................. 16 6.2.5 Maintaining and Tuning Geodatabases ....................................................................................................... 17
6.3 DEVELOPMENT SUPPORT ............................................................................................................................... 18 6.3.1 Express Projects .................................................................................................................................................... 18 6.3.2 Pilot Projects .......................................................................................................................................................... 19 6.3.3 Custom Tools ......................................................................................................................................................... 20 6.3.4 Development Support Visits.............................................................................................................................. 20 6.3.5 Development Technology Sessions ................................................................................................................ 20
6.4 OPERATION SUPPORT ................................................................................................................................... 21 6.4.1 Installation and Configuration ......................................................................................................................... 21 6.4.2 Deployment .......................................................................................................................................................... 21 6.4.3 Implementation ................................................................................................................................................... 22 6.4.4 Training on Applications .................................................................................................................................... 22
5. ESRI NEA PROVIDED PROGRAMS ............................................................................................................ 23
7.1 BASIC MAINTENANCE PROGRAM ................................................................................................................. 25 1) Software Technical Support ............................................................................................................................. 25 2) Software Releases and Updates Delivery ..................................................................................................... 26 3) Service packs ....................................................................................................................................................... 26 4) Software Patches ................................................................................................................................................ 26 5) Media Replacement .......................................................................................................................................... 27 6) Authorization file restore .................................................................................................................................... 27 7) Support Channels “Email, Phone, Fax” .......................................................................................................... 27
7.2 STANDARD MAINTENANCE PROGRAM ......................................................................................................... 28 8) ESRI Press Periodicals Delivery .......................................................................................................................... 29 9) Guaranteed response Time .............................................................................................................................. 29
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10) Proactive Maintenance Visit ....................................................................................................................... 30 11) On call support Visit ....................................................................................................................................... 30
7.3 ADVANCED MAINTENANCE PROGRAM ....................................................................................................... 31 12) On the Job Training Session ......................................................................................................................... 32 13) Escalation Management .............................................................................................................................. 32 14) Building Road Maps ....................................................................................................................................... 32 15) Remote Support .............................................................................................................................................. 33 15.1) E-mail Support .................................................................................................................................................. 33 15.2) Live Chat Support ........................................................................................................................................... 33 15.3) Patches/hotfixes download ......................................................................................................................... 34 15.4) Desktop sharing - View .................................................................................................................................. 34 15.5) Ticket Escalation ............................................................................................................................................. 35
7.4 PREMIUM MAINTENANCE PROGRAM ............................................................................................................ 36 15) Remote Support .............................................................................................................................................. 37 15.6) Desktop Sharing - Remote Access ............................................................................................................. 37 15.7) Voice Chatting ................................................................................................................................................ 37 16. ESRI Technology Awareness Session .......................................................................................................... 37 17. Emergency Support ....................................................................................................................................... 38 18. Development Support Visit .......................................................................................................................... 38
7.5 CUSTOMIZED PROGRAM .............................................................................................................................. 39
6. ESRI NEA SUPPORT TEAM ........................................................................................................................... 40
6.1 SUPPORT ANALYST TEAM .............................................................................................................................. 40
6.2 OPERATION SUPPORT TEAM .......................................................................................................................... 40
6.3 DEVELOPMENT SUPPORT TEAM ..................................................................................................................... 40
7. SUCCESS STORIES ....................................................................................................................................... 41
7.1 EPADP (EGYPTIAN PUBLIC AUTHORITY FOR DRAINAGE PROJECTS) ............................................................. 41
7.2 JRCC (JOINT RESCUE COORDINATION CENTER) ........................................................................................ 42
7.3 BWAS (BEHIRA WATER & SEWAGE COMPANY) .......................................................................................... 42
8. CUSTOMER SATISFACTION MEASUREMENT ............................................................................................ 43
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Table of Figures
FIGURE 1: ESRI NEA TECHNICAL SUPPORT SERVICES ..................................................................................................... 10
FIGURE 2: ESRI NEA SUPPORT SERVICES MATRIX ........................................................................................................... 11
FIGURE 3: CONSULTATION SERVICES .............................................................................................................................. 14
FIGURE 4: SAMPLE ROAD MAP PLAN ............................................................................................................................. 15
FIGURE 5: DEVELOPMENT SUPPORT SERVICES ................................................................................................................. 18
FIGURE 6: OPERATION SUPPORT SERVICES ..................................................................................................................... 21
FIGURE 7: MAINTENANCE PROGRAMS HIERARCHY ......................................................................................................... 24
FIGURE 8: SAMPLE CUSTOMER SATISFACTION FORM ...................................................................................................... 43
Table of Tables
TABLE 1: MAINTENANCE PROGRAM MATRIX ................................................................................................................... 12
TABLE 2: MAINTENANCE PROGRAMS MATRIX ................................................................................................................. 23
TABLE 3: BASIC MAINTENANCE PROGRAM .................................................................................................................... 25
TABLE 4: STANDARD MAINTENANCE PROGRAM ............................................................................................................. 28
TABLE 5: ADVANCED MAINTENANCE PROGRAM ........................................................................................................... 31
TABLE 6: ADVANCED REMOTE SUPPORT TABLE (LEVEL A) .............................................................................................. 33
TABLE 7: PREMIUM MAINTENANCE PROGRAM ............................................................................................................... 36
TABLE 8: PREMIUM REMOTE SUPPORT TABLE (LEVEL B) ................................................................................................... 37
TABLE 9: SUPPORT SERVICES CHECK LIST MATRIX ............................................................................................................. 39
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1. About Us
ESRI Northeast Africa, ESRI NeA is a leading
GIS Professional Services Provider and the
first ESRI branded company in the Middle
East and African region. ESRI NeA has managed to maintain its superiority over the
years achieving a prominent regional and international position, through its
commitment to excel in the field of GIS.
ESRI NeA is ISO 9001:2000 certified proving high efficiency in quality, responsibility,
resource, and analysis measurement. ESRI NeA has already achieved the Capability
Maturity Model® (CMMI) certification Level 2, the most widely used model for
software development worldwide, to be the first GIS Company in the MENA region to
be CMMI certified.
What differentiates ESRI NeA and makes it unique is its exceptional down to earth
experience combined with a distinct perspective directed to client success. ESRI NeA
implementations are characterized by an enterprise nationwide perspective, solid
system development methodology that is supported with a formal project
management system, in addition to a staff having a wealth of real accumulated
experience.
Our activities & expertise built upon ESRI’s technologies.
Since 1969, ESRI has been giving customers around the
world the power to think and plan geographically. The
market leader in GIS, ESRI software is used in more than 300,000 organizations
worldwide including each of the 200 largest cities in the United States, most national
governments, more than two-thirds of Fortune 500 companies, and more than 7,000
colleges and universities.
ESRI applications, running on more than one million desktops and thousands of Web
and enterprise servers, provide the backbone for the world's mapping and spatial
analysis. ESRI is the only vendor that provides complete technical solutions for
desktop, mobile, server, and Internet platforms. ESRI designs and develops the world's
leading geographic information system (GIS) technology.
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2. Our Vision & Mission
As a company uniquely positioned to transform the way our clients use geospatial
information, ESRI NeA is committed to the community, our customers, employees,
and partners. ESRI NeA Support Services’ core values are at the heart of our
company’s culture. They guide the behavior of our support staff every day and help
our customers achieve greater heights of success.
We provide world-class technical support to help our
customers achieve success with ESRI products, make
effective geospatial decisions, and do work that
makes a difference.
Our team aims to answer questions, resolve problems,
inform users of new developments and
enhancements, promote self-help, and listen to the
needs and ideas of the users.
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3. Why ESRI NEA’s Technical Support Team
Service Excellence
Our support team is committed to providing a
consistent level of personalized support to our user
community. Support analysts are available and
prepared to provide assistance to our customers on first
contact.
We understand the changing needs of individuals and businesses, and work with
our customers to provide skilled specialists based on customer requirements and
schedules.
Dedication
We are concerned about the challenges our customers
face. Because of this, we are dedicated and
passionate about providing focused, prudent support.
We strive to assist our users with the successful
implementation of GIS as a tool for effective decision
making and geospatial planning.
Respect
Respect for our customers is always in the forefront of our
minds. We are sincere and keenly interested in supporting their
work with GIS. Through their continued ingenuity and
imagination, our customers inspire and motivate us to deliver
tailored support to meet their changing needs.
Collectively, we are a unified support organization built on admiration and
respect for one another.
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Community and Collaboration
We are committed to fostering a positive GIS community,
wherein each person experiences a sense of belonging and
involvement. We value all relationships and take responsibility
for nurturing trust, respect, and good will.
We are a voice for our customers, always making sure to
convey and address their issues accordingly. Collaboration with our customers
allows us to examine issues through multiple perspectives, providing a broad
range of ideas and solutions. Through our support and involvement with our user
community, we continually strengthen our relationships with our customers while
they become stronger advocates for GIS.
Teamwork
We value, promote, and encourage teamwork, as
it fosters our continued success as a support
organization. Teamwork allows for collaboration,
integration, and diversity in the solutions that we
provide to our customers. We communicate
openly and share ideas in order to strengthen our
reputation as an unparalleled support
organization.
Performance
We understand that our success directly contributes
to the success of our customers. We recognize and
reward outstanding performance. We set high
standards and hold ourselves accountable for
achieving our goals. Our demand for excellence
allows us to provide the highest level of customer service and satisfaction while
continually pushing ourselves to exceed our expectations.
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Employee Empowerment
Our employees take pride in their work and the support
they provide to their customers. We encourage, trust,
and empower our employees to advance the shared
mission of support excellence. We strive to provide
opportunities and an environment where our
employees can reach their full potential as talented
and creative professionals.
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4. ESRI NEA Support Services
ESRI NEA’s long-standing commitment to serving and responding to the GIS user
community in the region is exemplified by the goals of our support services: to
promote your success with ESRI software and carry forward your suggestions for its
continuing improvement. To foster your success using ESRI tools, we offer flexible and
comprehensive support programs.
Our Support Services are categorized into four groups, as illustrated in the figure
below:
Figure 1: ESRI NeA Technical Support Services
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Each group of services is split into different services as shown in the diagram below:
Figure 2: ESRI NeA Support Services Matrix
N.B. The maintenance services divided to warranty and post warranty support (post warranty
include some programs will be illustrated later).
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6.1 Maintenance Services
ESRI NEA offers a flexible and comprehensive maintenance program staffed by more
than 30 full-time support analysts. The customers’ technical requests are received by
ESRI NEA technical staff forwarded to the responsible technical person. Customer’s
problems are handled on the basis of customers’ support Programs.
Maintenance service is provided to the customer via different methods and
Programs
To satisfy all customers needs by all means of communication.
The below matrix illustrates combination between
Maintenance services and maintenance Programs.
We provide maintenance program during the warranty period for
the product, post warranty period through one of our maintenance
programs.
The aim of the technical support is to reach the customers by all means of
communication, at their ease, providing the service that they require. Calls are
accepted by phone, fax or email.
Maintenance
Programs
Service Program
Basic Standard Advanced Premium
Warranty Period
Support Free Purchased
Purchased
Purchased
Post-Warranty Period
Support Purchased
Purchased
Purchased
Purchased
Table 1: Maintenance program matrix
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Warranty Period Support
The software provided to the
customer is covered by a
warranty for a period of
one year, starting from
the date of issuance
of the “Customer
Acceptance Form”,
after finishing the
software installation
and testing
procedures.
At this period you are
provided by the basic
Program for free, you
can purchase any higher
Program during the warranty
period. At the end of this warranty
period, it is recommended that
customers ensure continued
support by subscribing to one of
our annual support programs.
Post-Warranty
Program
ESRI NEA support
philosophy is to
provide our
users with all the
information and
guidance they
need to achieve
their objectives
with ESRI software.
At the end of the
warranty period, it is
recommended that you ensure
continued support by subscribing
to one of our annual support
programs.
You can purchase any services from the Support Services check list in addition to your
warranty support, also you can choose custom program from the services check list.
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6.2 Consultation Services
Consultation services involve five main services discussed below:
Figure 3: Consultation Services
6.2.1 Site Needs Assessments
When contemplating the implementation of GIS in your organization, a needs
assessment is made. A needs assessment, or the process of developing system
requirements, is generally developed by documenting the ways in which an
organization uses information. It is the evaluation of existing systems and their
capabilities to perform future processing needs. The purpose of a GIS need
assessment is to study the issues and considerations for the implementation of a GIS
for an organization.
6.2.2 GIS Industry Based Integration
At ESRI NEA we seek to provide an extensive range of high-quality solutions that
supports our clients’ needs from GIS strategic design, infrastructure planning,
database development, to application programming, systems integration, and
enterprise testing and implementation. Moreover, our expertise is spread across
several industries. The application of GIS technology in each industry varies, and this
is reflected in the diverse array of solutions we provide within each.
Moreover, being CMMI and ISO Certified entails that quality is an integral
component in every phase of any solution we provide. At ESRI NEA all our solutions
Consultation Services
Site Needs Assesments
Industry Based Integration
Building Roadmaps
Constructing Data Models
Maintaining and Tuning
Geodatabases
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utilize standard procedures and templates. Our formal project management
methodology is standards based and well structured, allowing efficient
management of the scope, requirements, and resources.
6.2.3 Building Roadmaps
The adoption of technological innovations such as GIS is not always a straightforward
process. The adoption of GIS into an organization introduces fundamental change
into the organization in its thinking about data.
Building road maps is the first major step in implementing a successful GIS within an
organization. The road map is a systematic look at how departments function and
the spatial data needed to do their work. Conducting a GIS road map fosters
cooperation and enhanced communication among departments by working
together on a common technology and new set of tools.
Internet
ArcEditor ArcEditor ArcEditorN no. of ArcEditor ArcInfo
Web Server Proxy
Local Area Network ( LAN )
Web Browsers
Web Browsers
Web Browsers
ArcGIS Server
Workgroup Standard
Edition
ArcGIS Server
Enterprise advanced Edition
Production Line Tool Set (PLTS) for ArcGIS :
GIS Data Reviewer
Map Production System
Foundation Module
JTX Server
Map Services
Globe Services
Geoprocessing Services
Phase I
Phase II
Phase III
Phase IV
Phase V
Road Map Plan
Figure 4: Sample Road Map Plan
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6.2.4 Constructing Data Model
The heart of any GIS is the system-level data model, which is a set of constructs for
representing objects and processes in the digital environment of the computer.
People interact with operational GIS in order to perform tasks like making maps,
querying databases and performing site suitability analyses. Because the types of
analyses that can be undertaken are strongly influenced by the way the real world is
modeled, decisions about the type of model to be adopted are vital to the success
of a GIS project. Geographic reality is infinitely complex, but computers are finite.
Therefore, difficult choices have to be made about what and how things are
modeled. Because different types of people use GIS for different purposes, and the
type of phenomena people study have different characteristics, there is no single
type of data model that is best for all circumstances.
Without complete needs assessment individuals within an organization might
proceed to adopt their own system and database, which may or may not be
compatible with those of another department. The largest benefit for a local
government adopting a GIS is to realize efficiencies from common "base data" and
the sharing of data among departments.
At the conclusion of a needs assessment, an organization will have all of the
information needed to plan the development of a GIS system and constructing the
data model. This information can be grouped into the following categories:
Required GIS functionality. – For a given organization, certain functions will be
required, such as the standard operations of spatial analysis functions, query
and display such as routing, overlay analysis, buffering, and possibly
advanced analysis requiring special programming.
Necessary GIS data. – Many agencies use data that has a spatial
component. Much of this data are hard copy maps or tabular data sets that
have a spatial identifier such as addresses and zip codes or X-Y values
(latitude-longitude, state plane coordinates, or other coordinate system). A
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needs assessment will identify how this information will be used by GIS
applications.
Procedures for maintaining GIS data. - By looking at the workflow and
processes within and between departments, responsibility for data creation,
updates and maintenance will become apparent.
Once all of this information is collected and analyzed for each department and
published in a report, it can be used as a blueprint for implementing the GIS. The GIS
coordinating group within the organization will use it to:
Design the GIS database
Identify GIS layers
Prepare an schema we be applied
6.2.5 Maintaining and Tuning Geodatabases
Having your geodatabase
maintained and tuned according
to your work environment is our
main target at technical support
team. This task involves activities
like the following:
Maintaining the geodatabase
—Such as compressing the
database, updating statistics,
performing backup and
recovery procedures, and altering storage locations to maintain performance
levels.
Tuning the geodatabase —Certain settings in the DBMS can be altered to
improve memory usage, reduce resource contention, and improve performance
of the geodatabase.
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6.3 Development Support
At ESRI NEA we provide support at every level of the client’s organization or
team. Our development support services focus on providing your
development team with any type of support that may be required
throughout the various phases of the development cycle of your GIS. We
provide our knowledge and expertise through a variety of channels to
support your developers.
Figure 5: Development Support Services
6.3.1 Express Projects
ESRI NeA is providing help to customers need to build express projects through the
development support team.
We provide the required support for your development team at each of the
development lifecycle. Our team can support yours in any of the development
phases including inception, elaboration, construction, and transition phases.
ESRI NEA development support team can support your developers in the inception
phase establishing the business case for the system in addition to defining the
system’s requirements and use cases at a high abstract level. Also they could be
supported during the elaboration phase in which the high level use cases are broken
down into detailed use cases, defining system requirements specifications. In the
construction phase, the support can take place including design, coding, and
testing. The support also can take place during the transition phase where the system
Development Support
Express Projects
Pilot Projects Custom tools Development Support Visits
Development Technology
Sessions
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to be packed for release to the user community including system integration, final
testing, and installation.
6.3.2 Pilot Projects
ESRI NEA team involve in working for pilot projects at organization before
implementing the whole large scale applications. A pilot experiment, also
called a pilot study, is a small scale preliminary study conducted before the
main project in order to check the feasibility or to improve the design of
the research. Pilot studies may therefore be not appropriate for case
studies. They are frequently carried out before large-scale applications in
an attempt to avoid time and money being wasted on an inadequately
designed project research subjects if they have already been involved in
the research.
A pilot is often used to test the design of the full-scale experiment. The
design can then be adjusted in time. This can turn out to be valuable:
should anything be missing in the pilot, it can be added to the experiment
and chances are that the full-scale (and more expensive) experiment will
not have to be re-done.
Often in GIS large applications, pilot experiments are used to sell the
product, and provide quantitative proof that the system has potential to
succeed on the larger (full) scale. Pilot experiments are also used to reduce
cost, as they are much less expensive than the full experiment. If there is
not enough reason to provide full scale applications, pilots can generally
provide this proof.
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6.3.3 Custom Tools
During all processes running at client side we might need to develop
custom tools to help your team fulfill some needs, automate some tasks,
design predefined work flow. Our development support team can help you
by making some custom tool to ease your usage of the software, and
support your team in all processes of your system workflow.
6.3.4 Development Support Visits
We have a dedicated and highly qualified team of developers who come from a
variety of technical backgrounds. They proudly lead IT application development in
the region, and in doing so follow the latest technologies worldwide. Moreover,
they possess considerable knowledge of all ESRI products and their applications in a
varied range of customer environments and industries.
6.3.5 Development Technology Sessions
New technologies in the development area arise from time to time. ESRI NEA team
is pleased to give sessions to its interested customers in those new technologies and
how to integrate it with our ESRI software.
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6.4 Operation Support
On any given day, more than a million people around the world use ESRI's GIS to
improve the way their organizations conduct business. ESRI gives GIS users what
they need by listening closely and incorporating their feedback and
recommended improvements.
ESRI NEA services line extends to include operations support, which revolves around
providing our clients with the required support and expertise in implementing GIS
solutions; rolling out and operating the developed system, as well as installing GIS
products. This is a service that is jointly executed with the client to attain the
maximum benefits.
Figure 6: Operation Support Services
6.4.1 Installation and Configuration
ESRI NEA can provide assistance with operation of all ESRI products. Professional
Services staff members work on- or off-site to support specific user requirements
including installation and configuration, enterprise systems integration, and
performance and scalability testing.
6.4.2 Deployment
The general deployment process consists of several interrelated activities with
possible transitions between them. These activities can occur at the producer site or
at the consumer site or both. Because every ESRI software system is unique, the
precise processes or procedures within each activity can hardly be defined.
Operation Support
Installation and Configuration
Deployment Implementation Training on
Applications
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Therefore, "deployment" should be interpreted as a general process that has to be
customized according to specific requirements or characteristics. ESRI NEA
operation support team provides help at the deployment process.
6.4.3 Implementation
ESRI NEA provides its services to assist the customer during the decisive early phases
when the new system is introduced. It is important to ensure that the software or
solution is installed and configured successfully and to ensure that the initial
deployments are planned and executed in a logical and consistent manner.
ESRI NEA Professional Services supports both long-term and short-term
implementations for a broad range of users. Implementation services include
consulting, technical services, and custom training to assist organizations
implementing GIS for the first time as well as those deploying enterprise GIS
solutions.
Our teams’ widespread experience in successfully implementing systems for
numerous customers in a wide variety of markets and industries ensures that the
system is rolled out and made operational in the smoothest and most efficient
manner possible.
6.4.4 Training on Applications
This team also provides significant and qualified training services on the application
developed for our customer at customer’s sites in their familiar work environment.
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5. ESRI NeA Provided Programs
The provided programs are illustrated below in the maintenance Programs matrix at
its details.
No Support Services
Basic
Standard Advanced Premium
1 Software Technical Support
2 Software Updates
3 Software Service Packs
4 Software Patches
5 Media replacement
6 Authorization file restore
7 Support channels
“Email, Phone, Fax”
8 ESRI Press Periodicals Delivery
9 Guaranteed support response Time
10 Proactive Maintenance Visit 4 12 18
11 On call Support Visit 2 6 9
12 On-The-Job Training Sessions
13 Escalation Management
“Responsible Staff”
14 Building Road Maps
15 Remote Support Advanced Premium
16 ESRI Technology Awareness Sessions
17 Emergency Support 24/7
18 Development Support Visit
Table 2: Maintenance Programs matrix
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The above matrix illustrates the maintenance Programs and the different services
provide at each Program, here we will illustrate each Program and describe the
services provided at that Program.
Each Program contains the previous Program plus additional functionality.
Figure 6: Maintenance Programs hierarchy
Premium Program
Advanced Program
Standard Program
Basic Program
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7.1 Basic Maintenance Program
The basic Program is granted for free within the warranty support period, and
can be purchased after the warranty support period ends. The software
provided to the customer is covered by a warranty for a period of one year,
starting from the date of issuance of the “Customer Acceptance Form”, after
finishing the software installation and testing procedures. At this period you are
provided by the basic Program for free during or at the end of this warranty
period, it is recommended that customers ensure continued support by
upgrading or subscribing to one of our annual support programs. You can
choose at post warranty support the Program satisfy your needs from basic to
premium or can pick what you want from custom support program.
Table 3: Basic Maintenance Program
1) Software Technical Support
Technical support (for one authorized caller only), which includes telephone, fax,
and e-mail support. Technical support covers software error problems and not
software usage inquires.
Preparing for Support:
When you call ESRI for technical support, be prepared to give the following
information:
No Support Services
Basic
1 Software Technical Support
2 SW Updates
3 Service Packs
4 Patches
5 Media replacement “Copy of Original”
6 Authorization file restore
7 Support channels “Email, Phone, Fax”
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Your software and version number.
Your ESRI customer number.
The type of hardware you are using (manufacturer, version of operating
system).
The exact wording of any messages that appeared on your screen.
What happened and what you were doing when the problem occurred.
How you tried to solve the problem.
2) Software Releases and Updates Delivery
Software updates that are released during the warranty period are delivered to
the customers, free of charge as part of the warranty services, when they are
issued by the manufacturer (ESRI). The delivery and Installation will occur within a
maximum period of 60 days from the date of issuance by the producing
company, provided that the Company would supply the recent releases as well
as the documentation.
3) Service packs
A service pack is an orderable or downloadable update to a customer's
software that fixes existing problems and, in some cases, delivers product
enhancements. Service Packs are sent to users in warranty, for each product, to
improve software quality and performance
4) Software Patches
A patch is the immediate solution that is provided to users; it can sometimes be
downloaded from the software maker's Web site. The patch is not necessarily the
best solution for the problem and the product developers often find a better
solution to provide when they package the product for its next release. A web
download is used in order to provide the fastest possible access to patches for
users. CD versions of the installation are also made available for many patches,
and are sent to users on current maintenance for each product.
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5) Media Replacement
In case of Software Media (CDs) failure, the company will take the necessary
actions for replacing a copy of the Media for free. The company will make sure
that the customer’s working environment will not be affected until the
replacement happens, by reinstalling the GIS software during the replacement
period.
6) Authorization file restore
In case licenses lose or damage due to one or more (de-authorize or repair)
cases , ESRI NeA will restore the customer licenses up to the four times in a year
for de-authorizing cases and up to two times in a year for repairing cases.
Ref.: ESRI licensing concept and strategy
7) Support Channels “Email, Phone, Fax”
All channels are opened for the customers to submit their request, you can reach
our team via Email, phone call, or you can send a Fax, Those channels are used
to for the customer’s ease of use. Our ESRI NEA support team can reach you by
all communications channels and always there for help, support and understand
customer needs.
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7.2 Standard Maintenance Program
The standard Program is the basic Program plus some additional functionality. It can
be purchased during the warranty period or the post warranty period.
The below table shows the services provided at basic Program plus the additional
services provided at the standard Program.
No Support Services
Basic
Standard
1 Software Technical Support
2 Software Updates
3 Software Service Packs
4 Software Patches
5 Media replacement “Copy of
Original”
6 Authorization file restore
7 Support channels “Email, Phone, Fax”
8 ESRI Press Periodicals Delivery
9 Guaranteed Support Response Time
10 Proactive Maintenance Visit 4
11 On call Support Visit 2
Table 4: Standard Maintenance Program
The services from 1to 7 illustrated at section 6.1 at the basic Program, below you
will find the description of the additional services at the standard Program.
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8) ESRI Press Periodicals Delivery
ESRI NEA will also provide the Customer with updated documentation media,
periodically or when version releases occur. The following ESRI publications are
available to our Maintenance Program users.
ArcNews; is a news magazine published for the ESRI user community and for
others interested in mapping and geographic information system (GIS)
technology.
ArcUser; is a magazine is an award-winning publication that helps readers keeps
up with the rapidly growing GIS industry. It provides practical, technical
information on how GIS is used and how to use ESRI software most effectively.
9) Guaranteed response Time
ESRI NEA staff of software experts will be available to answer technical questions
and troubleshoot problems from 9 a.m. to 5 p.m. Cairo Local Time, Sunday
through Thursday, excluding Egypt official holidays. There will be a hot line
number which connects customers directly to a technical receptionist.
Correspondence will also be available by fax, or by email. The time required to
answer a question or resolve a problem will vary considerably depending on the
nature of the problems. Answers to questions and workarounds to problems will
mostly be provided the same day we receive them. If research or consultation is
required, it may take three to five working days.
An initial report of a problem should be sent to ESRI NEA by fax, e-mail or calling
the Technical support department hotline number (or an alternate number)
provided by ESRI NEA. The Technical support team and the Customer will
determine the priority of the reported problem or failure (i.e., Critical, Major, or
Minor). Problems that do not affect system operations should be reported via e-
mail or facsimile whenever possible.
In case of Advanced Support Agreements, the following priorities will be
assigned to every open request for assistance.
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Critical - A failure that causes a system to crash or where no “workaround”
currently exists, other than reinstalling the software or providing a new patch or
Release. The problem affects the Customer’s operations in a manner that
requires immediate attention. ESRI NEA will respond immediately and will have a
plan to resolve the problem within twenty-four (24) hours.
Major - An anomaly or a failure that causes a functional impairment to the
system. The result to the Customer is a “workaround” where operations can
continue without being directly affected. ESRI NEA will respond within four (4)
business hours and will have a plan to resolve the problem within five (5) business
days.
Minor - An anomaly or a failure that causes a negligible feature or function of the
system to be impaired or disabled. The result to the Customer is minimal or no
impact to operations. ESRI NEA will respond within one (1) business day and will
have a plan to resolve the problem or provide a “workaround” within next
patch/hotfix.
10) Proactive Maintenance Visit
The technical support team members provide proactive maintenance visits to
customers in order to make sure that the software is running effectively. The
number of visits is stated at the above table.
11) On call support Visit
In case of repetitive software problems happened, on-site visits are made by the
responsible Technical Support Engineer.
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7.3 Advanced Maintenance Program
This Support Program will be available customers who are engaged with the
company through a Software Maintenance contract. The Company will provide a
cost-effective and comprehensive ESRI Software Maintenance Program that
provides technical support, software updates, and many other benefits. When
customers participate in the Software Maintenance Program, they will receive the
newest versions of ESRI software automatically upon release, at no charge. This will
enable them to keep up with the latest software technology developments, take
advantage of usability improvements, and manage software licenses more easily.
The advanced Program is the standard Program plus some additional functionality.
No Support Services
Basic
Standard Advanced
1 Software Technical Support
2 Software Updates
3 Software Service Packs
4 Software Patches
5 Media replacement
“Copy of Original”
6 Authorization file restore
7 Support channels
“Email, Phone, Fax”
8 ESRI Press Periodicals Delivery
9 Guaranteed support response
Time
10 Proactive Maintenance Visit 4 12
11 On call Support Visit 2 6
12 On-The-Job Training Sessions
13 Escalation Management
“Responsible Staff”
14 Building Road Maps
15 Remote Support Advanced
Table 5: Advanced Maintenance Program
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The services from 1to 7 illustrated at section 6.1 at the basic Program, services from 8
to 11 illustrated at Section 6.2, below you will find the description of the additional
services provided at the Advanced Program.
12) On the Job Training Session
Through our ESRI NEA ESRI-Certified Support Team we offer extensive GIS training
services to deliver customized, task specific training that enables users to work
confidently and productively in their own environment. By tailoring the training
to fit the user's needs, we quickly teach users to navigate through their ESRI
product and accurately execute their GIS tasks that may differ from industry to
another. ESRI NEA encourages its customers to take advantage of this learning
environment to experiment, ask questions, and make mistakes, all with the help
of trained instructors.
13) Escalation Management
Customer Escalation can occur whenever they consider ESRI NEA to be non-
compliant with the services specification. In the event that the performance
standards detailed above are not being achieved by ESRI NEA, then Customer
has the option to escalate to The Escalation Representatives.
14) Building Road Maps
Building road maps is the first major step in implementing a successful GIS within
an organization. The road map is a systematic look at how departments function
and the spatial data needed to do their work. Conducting a GIS road map
fosters cooperation and enhanced communication among departments by
working together on a common technology and new set of tools.
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15) Remote Support
No Support Service Advanced
1 e-mail Support
2 Live Chat Support
3 Patches/hotfixes download
4 Desktop Sharing - View
5 Ticket Escalation
Table 6: Advanced Remote Support Table (Level A)
15.1) E-mail Support
The Email support (for one authorized sender), is the channel to communicate
with the support analyst team to fix and control any problems or errors appears
in Esri’s software.
Any email received after the official working hours will consider it offline email
and will replay it on the next working day.
15.2) Live Chat Support
The live chat support is the channel to communicate with the support analyst
team to fix and control any problems or errors appears in Esri’s software with in
working hours.
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Through the live chat session the support analyst retrieve details of the previous
problems history, as well as send you links and images to help you in solving the
problem.
www.esrinea.com
15.3) Patches/hotfixes download
The support analyst team may provide the user by URLs needed to download
patches and hotfixes for certain systems bugs.
15.4) Desktop sharing - View
During a chat session, can enable the customer to allow support analyst to view
what customer is seeing can view customer entire desktop in real-time to get a
faster solution /workaround to his problem.
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15.5) Ticket Escalation
Customer Escalation can occur whenever they consider ESRI NEA to be non-
compliant with the services specification. In the event that the performance
standards detailed above are not being achieved by ESRI NEA, then Customer
has the option to escalate to The Escalation Representatives.
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7.4 Premium Maintenance Program
This Support Program will be available customers who are engaged with the
company through a Software Maintenance contract. Premium Maintenance
Support Services will be designed for enterprise sites and strategic accounts with
complex GIS applications and who require in-depth help with sophisticated
technical applications. Customers who join this maintenance support program will
have the highest Program of technical support that ESRI NEA offers. Premium Add-
On Services offer more collaborative support and emergency services.
No Support Services Basic Standard Advance
d
Premium
1 Software Technical Support
2 Software Updates
3 Software Service Packs
4 Software Patches
5 Media replacement
6 Authorization file restore
7 Support channels
“Email, Phone, Fax”
8 ESRI Press Periodicals Delivery
9 Guaranteed support response Time
10 Proactive Maintenance Visit 4 12 18
11 On call Support Visit 2 6 9
12 On-The-Job Training Sessions
13 Escalation Management
“Responsible Staff”
14 Building Road Maps
15 Remote Support Advanced Premium
16 ESRI Technology Awareness
Sessions
17 Emergency Support 24/7
18 Development Support Visit
Table 7: Premium Maintenance Program
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The premium Program is the advanced Program plus some additional functionality.
The services from 1to 7 illustrated at section 6.1 at the basic Program, services from 8
to 11 illustrated at Section 6.2 services from 12 to 14 illustrated at section 6.3 below
you will find the description of the additional services provided at the premium
Program.
15) Remote Support
No Support Service Premium
1 e-mail Support
2 Live Chat Support
3 Patches/hotfixes download
4 Desktop Sharing - View
5 Ticket Escalation
6 Desktop Sharing - Remote Access
7 Voice Chatting
Table 8: Premium Remote Support Table (Level B)
15.6) Desktop Sharing - Remote Access
During a chat session, enable the customer to allow support analyst to remote
access what customer is seeing and can view and edit customer entire desktop
in real-time.
15.7) Voice Chatting
The remote support service enable customer to use talk by PC via voice with a
standby Support Analyst within ESRI NEA working hours.
16. ESRI Technology Awareness Session
Awareness Sessions are specialized sessions held to clarify and highlight GIS
usage in different industries. These sessions are organized in by Technical Support
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team to highlight best practices and success stories of GIS implementation in
different industries. Awareness Sessions is a way of raising the awareness of the
clients with regards to GIS implementation in different fields such as Hydrology,
Urban Planning, Environment, etc. Special materials are developed for both
technical and managerial staff. One of our successful Awareness days was held
under the title of GIS in Transportation, highlighted practices of GIS in
transportation field of its different application and stages from planning, design,
to management and maintenance, and how GIS could help in each phase.
17. Emergency Support
8/5 option, 24/7 option for emergency support according to customer needs.
18. Development Support Visit
At ESRI NEA we provide support at every Program of the client’s organization or
team. Our development support services focus on providing your development
team with any type of support that may be required throughout the various
phases of the development cycle of your GIS. We provide our knowledge and
expertise through a variety of channels to support your developers.
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7.5 Customized Program
You can plot your own customized program by choosing the services you want from
the support service matrix.
Table 9: Support Services check list matrix
ESRI Software Support
SW Updates Patches Authorization file
restore Service Packs
Media replacement
“Copy of Original”
ESRI Press
Periodicals
Delivery
Technical Support Services
Proactive Maintenance
Visit
No “ 4,12,18”
On call Support
Visit
Support Man Days
Minimum “3”
Support channels
email, phone, fax
Escalation
Management
Responsible
Staff(1,2,3,4)
ESRI Technology
Awareness
Sessions
On-The-Job training
sessions
Emergency Support
24/7 8/5 Custom Hours
Remote Support
e-mail Support Live Chat Support Patches/hotfixes
download
Desktop Sharing -
View
Ticket Escalation Desktop Sharing -
Remote Access Voice Chatting
Development Support
Express Projects Pilot Project Custom Tools
Development
Support Visits
“ pick number”
Development
Technology Sessions
Consultation Services
Site Needs Assessment Building Road
Maps
Industry based
Integration
Constructing Data
Model
Maintaining and Tuning
Geodatabases
Operation Support Services
Installation &
configuration Implementation Deployment
Training on
Application
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6. ESRI NeA Support Team
Our support team consists of 68 members comprising three teams:
Support Analyst team : 15 members
Operation Support team: 38 members:
Development Support team : 15 members
6.1 Support Analyst Team
This team’s mission is to put into practice ESRI NeA’s long standing commitment of
serving and responding to our user community. Their services cover support for GIS,
database and server related activities.
6.2 Operation Support Team
This team’s mission is to provide our customers with the required support in
implementing GIS Solutions by assisting them during the critical phases of introducing
a new system. Team members work on-site to offer helpful training services on the
application and to support activities such as installation, configuration and
performance testing.
Their extensive support covers data solutions provided to aid all stages of the
Geodatabase development process including Geodatabase design, data creation,
acquisition and integration, as well as pilot studies and prototyping.
6.3 Development Support Team
Members of this team have a unique combination of strong technical and customer
service skills. This team does not only support developers who develop GIS
applications but they also participate in developing express high quality GIS
solutions. The development support team follows the latest technologies; they
possess considerable knowledge of all ESRI products. Their applications are provided
to a large range of customer environments and industries.
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This team also develops applications and GIS solution prototypes required for pre-
sales purposes and they may also participate in developing various applications,
systems and products using different technologies.
7. Success Stories
ESRI NeA plays a significant role in introducing GIS in the region. We have a large
variety of success stories that highlight our best work. Mentioned below are samples
of our latest achievements.
7.1 EPADP (Egyptian Public Authority for Drainage Projects)
ESRI NeA Support Analysts team has completed the installation and implementation
of a Geodatabase replication model as important phase in a National two years
project for building an integrated solution for managing the drainage projects
allover Egypt for the sake of the Egyptian Public Authority for Drainage Projects, the
model applied for six distributed Governorates (Cairo, Gharbia, Sharkia, Menia,
Behira and Qena).
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7.2 JRCC (Joint Rescue Coordination Center)
Joint Rescue Coordination Center is the sole
authorized center in Egypt
responsible for planning &
implementing search and
rescues missions has chosen
ESRI NeA for linking the Joint
Rescue Coordination Center
with its Branches all over Egypt,
this project has been
implemented within 30 days
including Geodatabase modeling, data automation, developing scripts for
automating the online/offline data replication between distributed centers.
7.3 BWAS (Behira Water & Sewage
Company)
Behira Water & Sewage Company one of
the pioneers water & sewage companies
subsidiary of Egyptian Holding Water and
Wastewater Company has chosen ESRI NeA
as its sole consultant to design & implement
the versioning and replicas workflows to
connect its centralized server in Damnhour
by 15 distributed branches across Behira.
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8. Customer Satisfaction Measurement
ESRI NEA distributes regular customer satisfaction forms, in order to measure the level of
quality of service provided by the technical support team. Customers are also asked to
give their feedback regarding suggestions that can help enhance the Quality of
service provided. Moreover, a quarterly customer satisfaction report is sent to the
Quality Assurance Manager for reporting the quality of service provided, in order to
standardize the quality of service provided. Following is a customer satisfaction form for
measuring customers’ satisfaction.
Figure 7: Sample Customer Satisfaction Form
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ESRI NeA Support Services Profile www.esrinea.com
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