– International and Desktop customers please jump to the bottom of this post –
Support cases must be submitted via My Esri or the over phone and for this you will need to be an Authorised Caller. An Authorised Caller is a designated individual who may contact Esri UK online or by telephone to request Support. Your My Esri Administrator has the ability to manage your organisation’s allocation of Authorised Callers.
Your Authorised Callers must be prepared to provide your Esri customer number and as much information as possible regarding the issue being reported, such as the version of the software and operating system affected, steps to reproduce the problem, and the exact text of any error messages.
The Esri UK Technical Support Team handle cases for many different software products, so please be as specific as you can when raising your question or issue. Please provide links and screenshots where appropriate.
Submitting Cases Online using My Esri
My Esri is a single location online where you can manage all aspects of your relationship with Esri UK. My Esri consolidates your organization’s information into a single experience, including data from Support, Customer Service, Events, and Training. My Esri also contains software downloads and authorisation numbers necessary for you to install and activate Esri products (note: not necessary for InstantAtlas).
My Esri – Signing in and Navigating to the Support Page
You can sign in to My Esri by visiting https://my.esri.com/. You can use your existing Esri Account to sign in. If you do not already have an account, you can create one from the Sign In page in My Esri by clicking on Create a Public Account.
Steps for navigating to the Support page:
Step 1: Click on the tab My Organizations located at the top of My Esri page.
Step 2: Ensure your organization (customer number) in the dropdown menu located in the upper right corner of My Esri page is selected.
Step 3: Click on the subtab Support at the top of My Esri page.
Step 4: Navigate to the various Support pages by clicking on the Support menu items located on the left of My Esri page: Support Overview, Recent Activity, Request Case, Manage System Profiles, Cases, Bugs, Hot Fixes, Authorized Callers.
My Esri – Request Case
Please ensure that each issue is logged as a separate case and avoid adding multiple questions together in one case.
Steps for submitting a case:
Step 1: Navigate to the Support page (see My Esri – Signing in and navigating to the Support page).
Step 2: Click Request Case. The steps below apply if the ‘By describing your product’ option is selected.
Step 3: Select ‘More products’ from the Product Category menu.
Step 4: Select ‘Other’ from the Product Sub-Category menu.
Step 5: Select the appropriate Product. The table below provides some examples to guide you.
|Product in My Esri||When to use||Example|
|InstantAtlas Data Observatory
|A general issue relating to the observatory solution, including the front-end website||Why is the text I have added in WordPress not displayed in the website?|
|National Data Service
|An issue specifically related to the data in the National Data Service and how this displays in the reports and apps||Why are the latest population estimates not showing for the wards in my area?|
|InstantAtlas Data Explorer
|An issue specifically relating to the functionality of the Explorer apps embedded in the observatory website||Why am I unable to locate the data I am searching for using the Data Explorer?|
|InstantAtlas Dashboard Builder
|An issue specifically relating to the use of Dashboard Builder app to create your own dashboards||Why am I unable to connect my CSV data source to my data layer?|
|InstantAtlas Data Catalog
|An issue specifically relating to any of the tools belonging to the Data Catalog app||Why am I unable to find my hosted catalog in the Data Catalog Manager tool?|
Step 6: Select ‘N/A’ in the Version, Operating System, and Operating System Version menus.
Step 7: Click Next to enter the issues details, then click Next to fill in the addition contact information.
Step 8: On the request summary screen click Send Request.
Submitting Cases by Phone
When submitting new cases to Esri over the phone, your Authorised Callers are prompted to provide the following before being routed to the appropriately-skilled Support analyst:
- customer number
- the Esri product associated with the issue (please see table above)
- a brief description of the issue
Authorised Callers are validated for submitting a new case upon providing their customer number. When calling back to discuss an existing case, the caller is prompted for the customer number and case number.
Phone number: +44 (0)1296 745 555
Available Monday to Friday, 9:00 to 17:30 excluding Public Holidays (England)
The only exceptions to the process described above are:
- International InstantAtlas customers – customers based outside of the UK & Ireland should submit support cases by sending an email with the relevant information to email@example.com.
- InstantAtlas Desktop customers – irrespective of their location, customers of InstantAtlas Desktop should submit support cases by sending an email with the relevant information to firstname.lastname@example.org.