The following are services you can request:

• Licensing for products (new or renewals), software files, or named-user accounts
• Technical Support (Limited): Software troubleshooting, installation issues, ArcGIS Online issues)
• Workflow Support (LImited): Specific workflows such as geocoding, data conversion, map design, etc.)
• Department/Group presentation or demonstration of basic GIS concepts or Esri products.
• GIS Services
• Aquiring or curating new software or datasets

Geospatial @ UCSF will provide direct support for license requests or issues with licensing, as well as for some installation issues. Review the information below on the best approach for certain requests.

1. LICENSE REQUEST: Submit a request for a new or renewed license. After the files/accounts/etc. have been provided this ticket will be closed.

2. LICENSE/INSTALL ISSUE REQUEST: If an issue occurs with the installation of software or with licensing then please initiate a NEW ticket and select the Technical Support option and then choose the Software Installation and/or Licensing Issue option.

3. TROUBLESHOOTING REQUESTS: If assistance is needed with troubleshooting tools/errors/etc. after launching the product, then users should first exhuast all other resources (product support documents, online forums, general web searches, etc.) to resolve their issue or question before submitting a request. Depending on the information provided in the request form we may elect to open a ticket on your behalf with Esri.

Please provide as much information (Operating System, product version, what you were doing when the issue occurred, etc.) and screenshots when submitting a troubleshooting ticket. Please note that requests may take 3-5 business days to respond.

Additional Esri/ArcGIS Resources

• Online Documentation: ArcMap Help | ArcGIS Pro Help | ArcGIS Online Help
• FAQs: ArcGIS Pro FAQs | ArcGIS Online FAQs
• GeoNet: Esri Community Forum
• GIS StackExchange
• GIS on Reddit

The UCSF Esri Site License Agreement only permits valid Site License Administrator(s) to submit tickets on behalf of UCSF employees or students. Contacting Esri directly will likely result in being turned away and instructed to contact a site administrator.

Please keep in mind that it may take 3-5 business days to respond to a request.

ArcGIS is a Microsoft Windows OS only product. Mac users will need to use either Boot Camp or a virtualization software such as Parallels Desktop for Mac or VMware Fusion. Please read UCSF IT's policy About Using Windows on a Mac at UCSF.

UCSF students, faculty, and staff are eligible to receive a free license to VMware Fusion through our VMware Academic Program Subscription and since UCSF IT supports it. You’re welcome to use Parallels Desktop or VirtualBox, but UCSF does not provide support for those applications.

Esri provides guidance on Running ArcGIS Pro on a Mac.

Geospatial @ UCSF may provide some level of assistance or consultation depending on the request and support team availability. Requests involving basic tasks, data conversions, common tools, cartographic advice, or project advice will be evaluated on whether assistance can be provided, and if so, to then discuss a time-table with the requester.

Requests that cannot be supported will be directed to alternative resources and communities.

Mapping technology has evolved quite rapidly in the past five years creating new opportunities to share data online. Javascript libraries and API's from various mapping companies enable viewing large datasets in the browser with visually appealing and beautiful graphs.

If your department or program is exploring a project to develop online maps then please consider requesting a brief consultation from Geospatial @ UCSF to review your requirements and scope before working with a vendor.