Technical Support for InstantAtlas

 – Please note that this post does not apply to technical support of the InstantAtlas Desktop software or to international customers. – 

From 1st July 2022 we are changing the way that we interact with InstantAtlas customers in the provision of Technical Support. Support for InstantAtlas will be provided through the Esri UK Technical Support helpdesk, which brings our support service for InstantAtlas in line with that of all other Esri UK products and services. This will replace the use of the support@instantatlas.com email address and should be used for all issues with the software, data and websites provided by Esri UK, including feature requests.

Authorised Callers

To log a support case via My Esri or the over phone, 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 Report Builder

 

An issue specifically relating to the use of the Report Builder app to create your own reports Why when I add a bar chart widget to my report does it not show the correct data?
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)

Exceptions

The only exceptions to the process described above are:

  • International InstantAtlas customers – customers based outside of the UK & Ireland should submit support cases using support@instantatlas.com.
  • InstantAtlas Desktop customers – irrespective of their location, customers of InstantAtlas Desktop should submit support cases using support@instantatlas.com.