No (not really) – the ArcGIS Enterprise provided in the Managed Service enables you to add your data, configure maps and apps and is therefore a PaaS.

No – it is more than hosting (IaaS) because it includes the setup, configuration and ongoing maintenance of the underlying ArcGIS software.

In short, no. There are two primary exceptions or workaround:

• For many users, ArcGIS Online provides adequate imagery that will be available in the solution
• Single tile images can be uploaded and hosted in the Enterprise portal, which provides basic “basemap” capability only

ArcGIS Online is a cloud-based mapping and analysis solution that is offered as Software as a Service used to make maps, analyze data, and to share and collaborate. Esri South Africa Managed Services provides extended capabilities available with ArcGIS Enterprise by Esri South Africa experts who manage the underlying infrastructure, software and maintenance so that you can stay focused on solving spatial problems and developing solutions to improve your organization’s day to day workflows.

No. Managed Services supports customer systems on cloud accounts owned and managed by Esri South Africa only. This is to ensure that we have the right access to systems and tools required to meet service level targets for our customers. Requests to support customer-provisioned AWS and Azure accounts are reviewed on a case-by-case basis.

Depending upon what options are selected and the complexity of the system being deployed, setup can take anywhere from 1 week to 3 weeks.

No. However, Esri Professional Services can provide support under a separate contract to migrate or cleanse your databases or data content, if needed. Once your data has been migrated into the specified format, you can engage Managed Services to publish and maintain your data in that format using the Jump Start option.

No. System architecture design is an activity that customers should consider prior to engaging with Managed Services. You can work with Esri Professional Services’ architects under a separate contract to provide the information you need to make the best decisions for your organization and users. As part of that engagement, you will be provided with options that include considerations for on-premises implementations, as well as cloud-based implementations, or most commonly a blend of both (hybrid).

Yes. Managed Services can host custom applications built by customers, partners and Esri South Africa Professional Services project teams. Hosting custom applications is subject to a technical review prior to engaging with Managed Services to ensure applications are developed using best practices which consider performance, scalability and security.

Optionally. Product pricing for Managed Services does not include Esri software by default. Customers are expected to bring existing licenses to be used in the environments. If Esri software costs need to be included additional components will be added to your quotation.

Yes. You can use your existing Esri ArcGIS software licenses to support the commercial off-the-shelf (COTS) software required for production environments. As part of the onboarding process, we will work with you to ensure that the required licenses are provided to Managed Services for installation. You must remain current on all required Esri software maintenance for the full term of the engagement.

Typical contract terms for production systems is 12 months. Renewal notification will be sent to the customer 3 months prior to expiration. Invoice for extension will be sent 2 months prior to expiration and a final reminder will be send 1 month prior to expiration.

The environment will be frozen for 30 days in which it will be possible to obtain backups and extracts as required. After the 30 days, the environment will be permanently deleted, including all data, content, apps, etc.

Yes. Managed Services includes all operating system licences required and these do not need to be purchased or provided separately by the customer.

Esri Managed Cloud Services products include 24/7 monitoring of the production environments. The service also includes technical support during business hours (8.30 AM to 4:30 PM SAST, Monday through Friday, except public holidays) for critical components. Managed Services will evaluate and resolve Severity 1 or 2 incidents in accordance with the incident management procedures described in the product descriptions. Operational support does not include addressing end-user questions or training issues associated with functionality of Esri COTS software or content published in the hosted environment. User support for Esri COTS software is provided through Esri South Africa Technical Support, as part of your Esri software license and annual maintenance fees.

24/7 operational support for Managed Services includes monitoring the availability of critical system components. Incidents related to the availability to critical components are addressed in Managed Services operational support. Esri Technical Support is to be used when there are issues with Esri COTS functionality (e.g. bugs, errors, etc.). Either type of incident or request should still be reported using your regular technical support channels and will be routed according to the details in the ticket.

Yes. All Managed Services products include 1 upgrade to Esri COTS software per year during scheduled maintenance windows. If for business reasons, you do not want the Esri COTS software to be upgraded for your implementation, you have the option to defer this benefit but only up to two released versions. Upgrades for Esri COTS software beyond two released versions will be subject to a requirement for additional upgrade support from Esri South Africa Professional Services.

All Managed Services Editions include regular backups of the production systems. These backups can be restored in the event that there is a critical failure in the environment. Backups of production environments are retained for 30 days. Premium backups are available as an option should you require archive retention longer than 30 days.

Yes. Publicly accessible apps are supported, but are subject to the fair use policy defined in the SLA. This determines the maximum supported capacity for the system to retain required performance.