Technical Support Options
August 1, 2006

As a current Trimble Mapping and GIS user, you have many options for technical assistance. In addition to any support and training available through on-line resources and your local Trimble dealer, Trimble has instituted the Priority Support Program. Through strategic Support Partners, Trimble is able to extend many benefits to you that have not been available through standard support mechanisms.

The full range of support options is set out below:

Online resources
If you have a problem, we suggest you first look at the web site. Free, comprehensive online support is provided for every Trimble Mapping & GIS product, and the web site is constantly updated. Go to www.trimble.com and click on the Support tab at the top, then select your product. Start with the FAQs (frequently asked questions) for your product.

Dealer support
If you can't find the information you need on our web site, or you require more help, please contact your local Trimble Dealer. The dealers in Trimble's worldwide network are responsible for the support of Trimble products both at time of purchase and at any time subsequently.

Trimble Priority support
If time is crucial and your field and office workers need their technical GPS questions answered quickly, you may wish to purchase Priority Support. This gives you a direct dial phone number and an email address to dedicated Priority Support staff, so you can access the help you need immediately. There are two types of Priority Support: annual, and pay as you go.

Annual Priority Support


Priority Support takes care of any technical concerns your staff may have about their Trimble Mapping & GIS equipment in a timely and cost-effective manner. Purchase Priority Support for field and office staff in your organization who need their technical GPS questions answered quickly. When you purchase Trimble Priority Support, you receive:
  • Twelve months of unlimited Trimble Priority Support for all your Mapping & GIS systems1 for you and one alternate contact
  • A toll-free number and dedicated email address to communicate directly and immediately with full-time in-house support specialists
  • A “High priority” status on all inquiries, ensuring that your questions get answered first and in a timely fashion, usually in 1-2 hours if not immediately
  • Email notification of new Trimble or ESRI ArcPad software and/or firmware updates with instructions on how to obtain and install them within 24 hours of our notification from Trimble or ESRI
  • Email notification 60 days prior to the expiration of your Trimble Priority Support
  • Automatic email delivery of tech notes applicable to your system(s).
Pay As You Go Priority Support
  • Pay as you go Priority Support is purchased for $29.95 as required. You pay using a credit card when you make the call. The number to call is 1-866-560-6200. An incident is defined as one issue or set of related questions; a charge would not be assessed for each phone call.
Trimble may forward Priority Support customer contact details to an authorized Trimble Support Partner to respond to Priority Support requests. In accordance with its data Privacy Statement which can be viewed in full by clicking the Privacy Statement link below, Trimble requires that its Support Partners keep confidential any personal data of customers disclosed to them and use that data for the purposes of support-related activities only. Please click here to view a copy of the Trimble Priority Support Terms and Conditions.

Note: Priority Support is currently only available for customers in the USA. If you are outside of the USA, please contact your local Trimble Dealer.
  1. Mapping systems covered under support programs include:
    • GeoExplorer XM, XT or XH
    • GPS Pathfinder Pocket, Power, ProXR/XRS, ProXT, or ProXH receivers
    • Beacon-On-the-Belt or GeoBeacon
    • Trimble Recon, GIS TSCe, or Ranger
    • TerraSync, ArcPad, and GPScorrect for ArcPad field software
    • GPS Pathfinder Office and GPSAnalyst Extension for ArcGIS software
    • Legacy models and software: GeoExplorer 3 or 3c, Asset Surveyor (TSC1)
Warranty & Maintenance Options
Software maintenance
Software maintenance agreements can be purchased for Trimble Mapping & GIS software products. These are valid for 12 months and entitle you to any new releases during the period. Contact your local Trimble Dealer to purchase a software maintenance agreement.

Hardware warranty
For peace of mind, a single, comprehensive hardware warranty is available. This extends the standard 12 month hardware warranty for any Trimble Mapping & GIS device for a further 12 month period. To find out more about hardware warranties or to purchase hardware warranties for your products, please contact your local Trimble Dealer.

Purchase Priority Support Now

Email Technical Support Requests for Priority Support Users


Trimble Repair Services
Priority Support gives you unlimited access for RMA assistance through Elecdata's repair center. Repair Services may also be available through your local Trimble dealer or Service Provider. Repair services are available for all warranty and non-warranty work on selected Trimble Mapping and GIS systems.


ArcPad Authorized Training Program
Through the newly formed ArcPad Authorized Training Partner Program, you are assured of receiving the highest quality instruction available. Our experienced trainers will show you how to be more efficient when it comes to integrating hardware and software to collect and process mobile GIS data. Training on Trimble TerraSync, Pathfinder Office and GPS Analyst software is also available through various sources. Priority Support customers receive a discount on ArcPad ATP classes.

For general contact, Trimble Support Partner:
support@geoposition.com

ArcPad ATP Program general contact:
ArcPadATP@geoposition.com

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