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�- User Support <br />RC/1NF0 <br />for PC, Workstation, Mini, and Mainframe Computers <br />Your Link to ESRI® Technical Support incoming messages and <br />Services I distributes them to the <br />ESRI's long - standing com- <br />mitment to serving and <br />responding to the GIS user <br />community is exemplified <br />by the goals of our User <br />Support Service: to pro- <br />mote your success with <br />ARC/INFO® and carry <br />forward your suggestions <br />for its continuing improve- <br />ment. To foster your suc- <br />cess in using ARVINFO, <br />we provide a flexible and <br />complete support program. <br />What Constitutes <br />User Support? <br />User Support at ESRI <br />consists of Technical Sup- <br />port Services (including <br />hotline and ARCMAILTM), <br />software and documenta- <br />tion updates and revisions, <br />the annual ESRI User <br />Conference, and technical <br />publications, including <br />ARC News and TechNotes. <br />Please refer to the sum- <br />mary chart for a list of <br />E�services included <br />�. in each support <br />program. <br />Hotline. ESRI's staff of <br />Technical Support Analysts <br />is available by telephone <br />Monday through Friday <br />from 7:00 a.m. to 5:00 p.m. <br />Pacific Time. When you <br />call the hotline number, <br />714 - 793 -ESRI, your call is <br />answered by a technical <br />receptionist, who confirms <br />that you are a Primary <br />Support subscriber and <br />asks for a brief description <br />of the nature of your call. <br />This description facili- <br />tates routing your call to <br />the specialist who is best <br />able to help you.. It's the <br />job of the analyst to whom <br />your call is routed to re- <br />search your questions and <br />consult with other special- <br />ists as necessary to resolve <br />problems as quickly as <br />possible. <br />Electronic Mail. ESRI <br />provides an electronic mail <br />service to receive your <br />questions and problems <br />33 <br />appropriate specialists. An <br />answer is returned by elec- <br />tronic mail. This service <br />also provides a bulletin <br />board of known problems <br />and solutions, the ability to <br />communicate with other <br />users, the ability to upload <br />and download files for in- <br />formation sharing, and <br />several special interest <br />bulletin boards. <br />Resolution Time. The <br />time required to answer <br />your question or resolve <br />your problem varies consid- <br />erably, depending on the <br />type of problem and <br />whether we are able to <br />reproduce it at our site. <br />Usually we are able to <br />answer questions and <br />suggest work - arounds to <br />problems the same day <br />we receive them, often <br />immediately. <br />If research or consulta- <br />tion with another specialist <br />is required, it may take <br />three to five working days. <br />around the clock. Our staff Under rare circumstances, <br />checks regularly for I it may take longer. If the <br />-29- <br />