If your support*case is attached to an existing*defect or has been*diagnosed as a new defect with our software*and it*is adversely affecting your business, you can escalate the*defect through for additional consideration in upcoming*releases.
To escalate a*defect, follow the steps below.
1. Go to the*My Esri Site*and log in*using your Esri Account.
2. Click on the ‘My Organizations’ tab*and pull up the organization associated with your customer number. Then click the ‘Support’ tab.
3. On the Support homepage, click the Bugs icon.
Note:**You must be an authorized caller and member of the organization in My Esri. This account must be linked to your Customer Number to view*cases and bugs.
4. Notice that you can see all the defects and their status submitted or attached to your cases on your behalf. You can search, sort or even export a list of defects using the options shown. Click the specific*Defect ID that you want to escalate.
5.* On the bottom of the bug details page, click “Escalate”.
6.* Complete the Escalation form.*Include the number of people affected and a business justification that explains the impact of this*bug to your company. You can also add any attachment you want to share.
Important: Critical production issues affecting all users should be reported to your Account Management team. If you are a member of Esri Premium Support or an International Distributor please contact your Technical Account Manager.
7. Click the*Escalate Bug*button.
You will receive an automated email serving as a record of your escalation request.
Note: These instructions apply to U.S. customers who are current on maintenance.*For International customers, contact your local distributor.
Esri Support Services Team
To escalate a*defect, follow the steps below.
1. Go to the*My Esri Site*and log in*using your Esri Account.
2. Click on the ‘My Organizations’ tab*and pull up the organization associated with your customer number. Then click the ‘Support’ tab.
3. On the Support homepage, click the Bugs icon.
Note:**You must be an authorized caller and member of the organization in My Esri. This account must be linked to your Customer Number to view*cases and bugs.4. Notice that you can see all the defects and their status submitted or attached to your cases on your behalf. You can search, sort or even export a list of defects using the options shown. Click the specific*Defect ID that you want to escalate.
5.* On the bottom of the bug details page, click “Escalate”.
6.* Complete the Escalation form.*Include the number of people affected and a business justification that explains the impact of this*bug to your company. You can also add any attachment you want to share.
Important: Critical production issues affecting all users should be reported to your Account Management team. If you are a member of Esri Premium Support or an International Distributor please contact your Technical Account Manager.
7. Click the*Escalate Bug*button.
You will receive an automated email serving as a record of your escalation request.
Note: These instructions apply to U.S. customers who are current on maintenance.*For International customers, contact your local distributor.
Esri Support Services Team