Esri BeLux Technical Support
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Contact Support

You are entitled to support as a standard service inclusion with your ArcGIS product. This is called our Maintenance Agreement, and comes with every ArcGIS license. Do you have a question about the software and its use? Please find our contact details below. Tips to read before contacting us below.

Contact Esri BeLux Technical Support

  • Esri Support App

    Learn more

    Access self-help resources, talk to Esri agents and submit and track your cases—all from the palm of your hand.

  • Online via My Esri

    Learn more

    Use My Esri to track the status, activities and resolution information of support incidents, and log new issues online.

  • Call us

    NL : +32 (0)2 461 37 32
    FR : +32 (0)2 461 37 33

    Telephone support is provide Monday through Friday, 9h to 17h.

    We are closed on Belgian public holidays.

  • Email

    For support request via email, or for any questions about your licenses, product registration or maintenance, please contact our Support Helpdesk.

    support@esribelux.com
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All support questions come through you to Esri Belux Support. On this page, you can read what actions Esri Belux takes after receiving the support question. We also share tips and steps so that we can serve you as well and quickly as possible.

How do we work?

  • The notification is registered in the incident management system.
  • The notification is initially analysed and Esri Belux Support contacts you for additional information or explanation.
  • We check if your question is for us according to the Maintenace Agreement ( Scope of Support (esri.com) ). If needed, we redirect you to other sources of assistance. 
  • During further analysis, we can check our internal knowledge base to see if the notification is already known to us; and contact product specialist wherever required. 
  • If it is not, we check whether the notification can be reproduced on a similar environment.
  • If necessary, additional information is requested, such as specific log files or the result of a particular course of action in your environment. We often propose screenshare sessions in order to check with you the results of these tests. 
  • If it is a bug or change proposal, Esri Belux Support can log it as such in order to improve ArcGIS in a next release 
  • For problems without an immediate solution, our staff will think with you about an alternative course of action.
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Some tips before contacting us

  • Is the problem related to the Esri software or is it a problem with the database, hardware or network? In the latter case, contact the relevant supplier.
  • Is the problem consistently reproducible?
  • Does the problem occur on 1 or more systems?
  • Does the problem occur on 1 or more datasets?
  • Have there been changes in the ICT environment that could cause the problem? For example, a change in database version, OS, client/server components, server configuration or security settings.
  • A lot of documentation and online help can be found on the Esri support website: support.esri.com
practical information

Please include the following details as fully as possible:

  • Your contact details
  • Product information (including version, licence and service packs)
  • Database type and version
  • OS version and country settings
  • The actions taken to resolve the problem or identify the cause
  • What steps can be followed to reproduce the problem with us?
  • In addition, if possible, please send screenshots, log files and datasets for reproducing.
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