Making the most out of Esri Australia Technical Support


There comes a time in every GIS users life when you have to ask for help. Maybe you’re getting some error message whenever you run a certain geoprocessing task? Or you’re seemingly one step away from piecing together the ultimate python script but are struggling to find that last piece of the puzzle? Well we’re here to help you!

Esri Australia’s technical support service is available to all maintained Esri Australia clients. This means that some of your maintenance dollars pays for this service and a wealth of resources that go along with it. We have a team of around 20 GIS specialists whose job is to help you to make the most of your investment.

So when you hit the wall and need help, it doesn’t mean you have to pick up the phone or flick out an email to us for help because there’s a heap of self service options out there which may get you an answer sooner. I also strongly recommend you do some of this research yourselves because this helps you to learn and better understand the technology. But in saying this, I know that there’s a lot of information out there and it can sometimes feel like you’re searching for a needle in a haystack.

So let’s have a look at what resources are available to you.

  • Use the tutorials. The tutorials are really good under I think are undervalued. They’ve changed since v10 to become more advanced rather than the more simple “how to create a map” tutorials
  • Visit Esri’s resources page. This is a good starting point for information on Esri technologies and what it’s being used for. I like the communities section which starts to group together information on industries, technologies and development languages.
  • Visit Esri’s support page. Now you can’t use this to log support calls as this is just for Esri’s US customers  but it’s got all the key links you need and a nice search tool to search all of these resources. If you create a free Support Center Login you’ll get access to even more

Support

  • If you’ve got an enhancement request the ArcGIS Ideas is what you need to check out. Esri are always looking to improve their product and naturally it’s best to align this with what the users want. This site aims to gather this information by allowing users log their requests and then the community votes on them.
  • If you’ve got an issue with Dekho then the Dekho Resource Center is the place for you. This is where you’ll find the latest information on the product and a forum Dekho discussions called Dekho Answer

So you’ve exhausted your resources and had a good search online? Now it’s time to turn to us at Esri Australia Support. You can call us (1800 447 111) email us (support@esriaustralia.com.au) or log a call through our web site (http://esriaustralia.com.au/support-submit-request). I’d suggest using the web site. This is what we’re developing to become your one stop shop for Esri technology support and you’ll see this site evolving over the coming months although a lot of that evolution will be behind the scenes.

The key to getting a quick resolution to your issue is in the information that you provide to us. We need to know things like,

  • What product are you using?
  • What extensions if any?
  • What versions and service packs do you have installed? And this can be more than just for ArcGIS. It might also be the operating system or database.

We’d also like to know and see things like,

  • What are the steps to reproduce the issue?
  • Can you provide screenshots or even a video showing what you’re doing and any error message you may be seeing?
  • Can you reproduce the issue with other computers? data? mxd’s? users?
  • Can you provide us with the data or a sample of it to test and attempt to reproduce the issue?
  • Can you pin down exactly where the issue is occurring ie remove the bits that are working and only show us the bit which isn’t?
  • Are there any error logs?
  • Are you working across a network and have you tried copying everything locally to reproduce the issue?

If you don’t provide us with this information then we’re probably going to have to ask you for it which slows us down.

At the end of the day, we’re here to help you. But if you can better help us to help you, then it’s a better outcome for all!

Mark S

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