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ATTACHMENT E <br />Your Link to ESRI <br />ESRPs 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 />ARCANFO® software and <br />carry forward your sugges- <br />tions for its continuing <br />improvement. To foster <br />your success in using <br />ARC/INFO software, we <br />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 ARCMAIL'N), <br />software and documenta- <br />tion updates and revisions, <br />::J ESRI <br />ri <br />the annual ESRI User <br />Conference, and the <br />ARC News"' newspaper. <br />Please refer to the sum- <br />mary chart for a list of <br />services included in each <br />support program. <br />Technical Support <br />Services <br />Hotline. ESRI's staff of <br />Technical Support Ana- <br />lysts is available by tele- <br />phone Monday through <br />Friday from 7:00 a.m. to <br />5:00 p.m., Pacific time. <br />When you call the <br />hotline number, 714 -793- <br />3774 (ESRI), your call is <br />answered by a technical <br />receptionist, who con- <br />firms that you are a <br />Primary Support sub- <br />scriber and asks for a <br />brief description of the <br />nature of your call. <br />This description <br />facilitates routing your <br />call to the specialist who <br />is best able to help you. <br />It's the job of the analyst <br />to whom your call is <br />E -1 <br />39 <br />routed to research your <br />questions and consult <br />with other specialists as <br />necessary to resolve <br />problems as quickly as <br />possible. <br />Resolution Time. The <br />time required to answer <br />your question or resolve <br />your problem varies con- <br />siderably, depending on <br />the 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 special- <br />ist is required, it may take <br />two to three working days. <br />Under rare circumstances, <br />it may take longer. If the <br />problem turns out to be a <br />coding or documentation <br />error for which there is no <br />work - around, resolution <br />may have to wait for a <br />programming modifica- <br />tion. Usually, however, <br />