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ESRI NeA Support Services Profile www.esrinea.com

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SSuuppppoorrtt SSeerrvviicceess PPrrooffiillee


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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.

http://www.ugs.state.ut.us/wwwroot/ArcGIS/Manager/Help/geodatabases/an_ove-1238094859.htm

http://www.ugs.state.ut.us/wwwroot/ArcGIS/Manager/Help/geodatabases/an_ove-1135678764.htm


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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

http://en.wikipedia.org/wiki/Transition

http://en.wikipedia.org/wiki/User_%28computing%29


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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


2 SW Updates

3 Service Packs

4 Patches

5 Media replacement “Copy of Original”


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


2 Software Updates


4 Software Patches

5 Media replacement “Copy of

Original”


7 Support channels “Email, Phone, Fax”


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


2 Software Updates


4 Software Patches

5 Media replacement

“Copy of Original”


7 Support channels



9 Guaranteed support response

Time

10 Proactive Maintenance Visit 4 12

11 On call Support Visit 2 6





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.

http://www.esrinea.com/


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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


2 Software Updates


4 Software Patches

5 Media replacement


7 Support channels



9 Guaranteed support response Time

10 Proactive Maintenance Visit 4 12 18

11 On call Support Visit 2 6 9





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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