Customer FIRST Program Guide Industry Leading Software Maintenance, Support and Services

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1 Customer FIRST Program Guide Industry Leading Software Maintenance, Support and Services Getting Maximum Value from Your Vijeo Citect, Vijeo Historian and Ampla Software 1

2 An investment in Schneider Electric software is about more than just getting the world s leading industrial automation technology and support, it s about achieving and maintaining peak performance at your plant and evolving your systems in line with your business needs. Your success depends on the right resources and technology within your organization. It depends on leveraging Schneider Electric as a trusted partner and a proven framework to help you achieve exceptional business results. In addition to industry-leading software technology, you need access to technically expert, visionary resources to help minimize risks and maximize value. Schneider Electric is committed to helping you become highly proficient with our products and services. The Schneider Electric Customer FIRST program demonstrates this commitment. It offers a rich portfolio of fundamental services to help you protect and extend the value of your investment in Schneider Electric products and solutions. Here is our philosophy in serving you: Satisfying our customers is our first priority Our efforts toward customer satisfaction are driven by a commitment to continuous improvement We will assist you to keep your Schneider Electric products, systems and applications functioning effectively We aim to exceed your expectations by providing timely, accurate, and high value support, services and solutions We strive to be recognized as the premier global support organization in our markets 2

3 Why Customer FIRST? Customer FIRST is the foundation of your service and support relationship with Schneider Electric. It provides convenient access to highly skilled resources to remedy technical issues that you may experience as you adjust, fine-tune, and upgrade your SCADA Expert Vijeo Citect, Plant Operation Vijeo Historian or Plant Operation Ampla software. Additionally, a Customer FIRST agreement provides an assortment of service entitlements designed to maintain and optimize the performance of your Schneider Electric software through its entire lifecycle. Customer FIRST offers exceptional customer-focused software maintenance, services and support and is specifically designed to help you: Improve Operational Performance Helps accelerate project development and maximize return on investment (ROI) while minimizing implementation risk Optimize Your Software Investment Provides access to product enhancements and the newest technologies to keep your software and applications current and state-of-the-art Maximize Asset Performance Helps to maximize performance levels of your system and plant assets with optimized Schneider Electric software Reduce Total Cost of Ownership Reduce TCO by minimizing downtime and process interruption and improving operator productivity 3

4 Customer FIRST Lets You Choose What You Need With a comprehensive suite of service levels and options, you choose the program level that best suits your specific needs. Whether you are planning a new installation, optimizing and fine tuning a mature system, preparing a major upgrade, or evolving your system with the latest software upgrades to take advantage of rich new capabilities, there is a program level to suit. Included Services Primary Standard Premium Elite Technical Support And Services Business Hours Technical Support (normal local business hours) Access to expert technical assistance Online Case Management and Knowledge base (support website access) Search for answers to your questions. Log and track cases directly Online Training (How-to Videos) Give your employees access to a collection of feature-specific How-to videos Emergency Onsite Response Plan Commitment^ NBD NBD 24hrs 4hrs Within the committed time period, our support team will mobilize an expert resource to help remedy technical issues at your site Discount on Technical Support Consulting Services Emergency 24 Hour Technical Support (24/7) Support Usage and Summary Reports 10% 10% 20% Get access to discounts on consulting services when purchased in conjunction with your support and service enrolment Support available around the clock for emergencies Automatically receive a monthly summary of your support activity Call and Case Prioritization Priority access to technical support Contract Management/Performance reviews per year 1 2 Maximize the benefits and value derived from your Customer FIRST agreement Software Maintenance And Utilities Software Maintenance Releases, Service Packs, Patches, Updates and Hotfixes Software Version Upgrades and Revisions Discount on Test and Offline Development System Licenses Software Asset Manager Software License Replacement Stay current with the latest updates and fixes Run the latest versions of your Schneider Electric software for optimal capabilities Save on additional licenses for testing your applications Systematically track & manage installed Vijeo Citect, Vijeo Historian or Ampla licenses, easily download & push relevant updates to target computers for upgrade Physical replacement of a damaged or lost license(s) at no additional charge Additional Benefits: Minimum Contract Spend Required Included Vijeo Citect/ Vijeo Historian/ Ampla Training (Classroom**, Recorded or Virtual Instructor-led) Block of Technical Support Consulting Services included^ 1 Seat * 2 Seats * 16hrs * 24hrs * Take advantage of our expert training to quickly gain advanced knowledge Expert guidance on best practices during initial rollout and on-going phases of your application Complimentary Invitations to Schneider Electric Customer Events Technical Account Management Team Annual Lifecycle Assessment and Upgrade Planning Roadmap Planning and Technical Consultation Cyber Security Readiness Workshop 2 * 5 * Enjoy attendance at our annual user conference or other Schneider Electrichosted customer event in your region A designated, senior level support team member helps ensure that your issues are receiving top priority, so you can focus on maximizing results from your core business Understand the current state of your software and plan for the future Provides best practice and optimization recommendations as well as strategic direction for software lifecycle management and multi-site software rollouts Cyber security experts review your security technology and procedures to identify potential security gaps and provide remediation plan NBD = Next Business Day ^Note: Services associated with an onsite visit are billable. Customer to pay for engineering services, flight and incidental expenses for all onsite work *This is the base quantity provided to customers meeting the minimum spend. Depending on your spend, you may qualify for additional quantities. **Customer to pay for their flight to and accommodation at the selected Schneider Electric Training location 4

5 Optional Services (Billable) Primary Standard Premium Elite Flexible Funding for Services Upgrade and Migration Planning Customer FIRST for Solutions Customer FIRST Cyber Security Maintenance Program Customer FIRST Cyber Security Assessment Technical Account Management Team Access Resident Engineer Implementation Consultant Schneider Electric Application Cloning Service - Application Testing and System Troubleshooting for industrial applications Embed funds into your Customer FIRST Agreement for optimization and consulting services to use at your convenience during your agreement term Enlist Schneider Electric to explore upgrade/application migration opportunities or replace competitive software applications with current Schneider Electric technology Application support and lifecycle maintenance for Advanced Solutions engineered/implemented by the Schneider Electric solution development and integration team Receive expert technical support based on situational urgency and complexity; also includes quarterly and annual site visits for covered products and applications Benefit from a comprehensive technical site review of your control network infrastructure to enable informed budgetary and technology decisions A designated, senior level support team member helps ensure that your issues are receiving top priority, so you can focus on maximizing results from your core business - included for qualified Premium and Elite; available for a fee for other Premium and Elite accounts Augment your technical staff with a skilled Schneider Electric engineer who will be resident at your plant year-round to help you achieve your operational goals Benefit from the combination of operational improvement engineering services and technical support expertise provided by a dedicated resource committed to helping you achieve the successful deployment of your new software or upgrade projects A virtualized replica of your Schneider Electric application, used by Schneider Electric for testing, issue replication and advanced troubleshooting For Your Consideration When Selecting Service and Support Resources With Customer FIRST, you choose a program level and options that best meet your business needs: Elite, Premium, Standard or Primary. You select the level based on your resources, their knowledge levels, and the complexity and criticality of your system. The Schneider Electric Customer FIRST Program offers you the flexibility to tailor your support and services to the specific needs of your business by layering optional services on top of your core program level. Some questions to help you determine what s right for you: How quickly can you identify a system (or software) issue if an unexpected malfunction occurs? Can you quickly troubleshoot and resolve issues? Do you have experts in-house around the clock? Can you benefit from a single Schneider Electric point of contact for technology-related questions and coordination of support issue management and problem resolution? Are maintenance costs difficult to budget? Is your team trained to maximize the use of your system? How quickly do you require corrective assistance? How secure is your system against cyber security threats? Could you use a Schneider Electric software expert to augment your engineering staff? 5

6 A Schneider Electric Customer FIRST Agreement for Your Vijeo Citect, Vijeo Historian or Ampla MES Software Makes Good Business Sense Your industrial software spend may be substantial, but it is typically only a fraction of your overall investment when you consider everything else that is involved in your project (requirements specification, design and engineering, integration, hardware, training, etc.). A Customer FIRST agreement will help you protect your entire investment by delivering in the following important areas. Software upgrades Schneider Electric s Technical Support centres for our Vijeo Citect, Vijeo Historian and Ampla software, have achieved SCP certification annually since We have also attained the SCP eservice Standard certification since The SCP eservice Standard provides companies with a global benchmark for webbased support. SCP standards provide the definitive benchmark of service excellence in the technology industry. The standards quantify service effectiveness based upon stringent performance standards and represent industry best practice. Schneider Electric s Vijeo Citect, Vijeo Historian and Ampla MES software are upgraded regularly to further improve performance and security, embrace new technology, and provide new functionality to meet evolving market demands. Software upgrades give you the power to improve the reliability and capability of your software application and extend new functionality to others in your company. Access to Exceptional Global Technical Support Our customers have specific business objectives and responsibilities that rarely include troubleshooting industrial software technical issues. That is not a core competency that our customers have, or that they want. Customer FIRST provides you with streamlined access to support experts who have years of experience supporting diverse Schneider Electric installations around the world. They are adept at understanding potential software implementation issues, replicating problems and resolving them quickly. You also get access to extensive online self-help, online product training, a dedicated web support portal, and an extensive knowledgebase of technical tips, tools and best practices. With the Customer FIRST program, you can leverage vast Schneider Electric experience and expertise, saving you time and money. Enable plant resources to contribute additional value to your company by focusing on their day-to-day job instead of troubleshooting issues that Customer FIRST can help address. Our services are designed to optimize your Schneider Electric software implementation. 6

7 Software Utilities Schneider Electric also offers a number of system utilities and services to help you achieve even greater productivity, including: Software Asset Manager (SAM) This utility, available free-of-charge to all Customer FIRST Support program members, from Standard to Elite levels, enables license inventory management and software update management services. It discovers and reports on installed Vijeo Citect or Ampla licenses and offers the ability for you to automate the process of upgrading your Schneider Electric software. Dedicated Support Portal Reliable information is the key to effective product and system usage. Schneider Electric makes available its extensive knowledgebase of technical user documentation, security disclosures, issue solutions and software updates via our Customer FIRST Support portal for Vijeo Citect, Vijeo Historian and Ampla: The Support portal also gives you access to online case management, live chat, Support App and self-assist tools that help you configure or troubleshoot your system. Your one-stop portal for all your support needs: The Support website has a multitude of functionalities to meet your needs for downloading, keeping you informed via product alerts & news feeds, license upgrades, interactive & real-time knowledge base and toolbox. Keeping the website fresh, technically up-to-date and interesting are some of the aims of the Support team and we are continually reviewing the content and improving it. Karun Sukhwani, Services & Support Director, Schneider Electric Think About It Your business has enough challenges already, with constantly changing needs, market and competitive conditions, operational situations, rapidly changing technologies and myriad other concerns. Schneider Electric s Customer FIRST program is a cost-effective approach to help you manage and mitigate some of these business complexities. When you leverage its many valuable aspects - software upgrades, technical support, and software utilities - your membership will provide a significant return. The program is specifically designed to help you improve operational performance, optimize your software investments, maximize asset performance and reduce total cost of ownership - to get maximum value from your investment in Schneider Electric software. 7

8 Make the most of your energy SM Schneider Electric Industries SAS Head Office 35, rue Joseph Monier - CS F92506 Rueil-Malmaison Cedex FRANCE As standards, specifications and designs change from time to time, always ask for confirmation of the information given in this publication. Information given in this publication was accurate at the time of printing Schneider Electric. All Rights Reserved. Rel. 07/15 8

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