Customer FIRST Program. User Guide

Transcription

1 Cusomer FIRST Program User Guide

2 Cusomer FIRST for Wonderware User Guide Schneider Elecric Sofware Rancho Parkway Souh Lake Fores, CA USA Tel U.S. & Canada Tel Direc Websie: hp://sofware.invensys.com/ 2015 Schneider Elecric Sofware, LLC. All righs reserved. This documen conains proprieary informaion. No par of he maerial proeced by his copyrigh may be reproduced or uilized in any form or by any means, elecronic or mechanical, including phoocopying, recording, broadcasing, or by any informaion sorage and rerieval sysem, wihou permission in wriing from Schneider Elecric Sofware, LLC. Cusomer FIRST for Wonderware User Guide, April

3 Table of Conens Abou This Guide... 5 Our Mission: Your Success... 6 The Cusomer FIRST For Wonderware Program - Overview... 7 Pricing Suppor Reinsaemen for Lapsed Enrollmen Included Services Technical Suppor and Services Business Hours Technical Suppor Global Cusomer Suppor Websie Access Cusomer FIRST Benefis App Online Training Webinars En roue response commimen for Billable Onsie Correcive Assisance Discoun on Technical Suppor Consuling Services Level 2 Direc/Advanced Technical Suppor Emergency 24 Hour Technical Suppor (24/7/365) Suppor Usage and Summary Repors Conrac Managemen/Performance Reviews per year Sofware Mainenance and Uiliies Sofware mainenance releases, service packs, paches, updaes and hofixes Sofware version upgrades and revisions Discoun on Tes & Offline Developmen Sysem Licenses Sofware Asse Manager Sofware License Replacemen Addiional Benefis: Minimum Conrac Spend Required Included Wonderware Training (Classroom, Recorded or Virual Insrucor-led) Block of Technical Suppor Consuling Services Included Complimenary Inviaions o Schneider Elecric Cusomer Evens Dedicaed Cusomer Poral Technical Accoun Managemen Team Annual Lifecycle Assessmen and Upgrade Planning Roadmap Planning and Technical Advisemen Cyber Securiy Readiness Workshop Opional Services Flexible Funding for Services Cusomer FIRST for Wonderware User Guide, April

4 Upgrade and Migraion Planning Cusomer FIRST for Soluions Sofware Asse Manager Cusomer FIRST Cyber Securiy Mainenance Program Cusomer FIRST Cyber Securiy Assessmen Technical Accoun Managemen Team Residen Engineer Implemenaion Consulan Proacive Sysem Monioring Services Applicaion Clone Third Pary Sofware Suppor Qualiy Cusomer Suppor Pracices Service Capabiliy & Performance (SCP) Cerificaion Suppor Models Wonderware Suppor Model Conacing Technical Suppor Obaining Emergency 24x7 Suppor Wonderware Case Submission Gaher Helpful Informaion Before You Conac Us Wha Happens When You Reques Suppor Suppor Escalaion Policy Escalaing Your Issue When Is Your Case Closed? Submiing a Feaure Reques Requess and Eligibiliy for Sofware Fix Remoe Suppor Warrany versus Suppor Wha is he Difference? Warrany Suppor and Service Lifecycle and Suppor Policies Schneider Elecric Cusomer FIRST Program Terms and Condiions Appendix A Technical Suppor Consuling Services Appendix B Flexible Services Fund Policy Appendix C Cusomer FIRST for Soluions Appendix D Cusomer FIRST Cyber Securiy Mainenance Program Cusomer FIRST Cyber Securiy Mainenance Program - Overview Common Elemens Cusomer FIRST for Wonderware User Guide, April

5 Sofware Elemens Hardware Elemens Cusomer FIRST for Wonderware User Guide, April

6 ABOUT THIS GUIDE Welcome! This guide will inform you abou he Cusomer FIRST for Wonderware Program (he Cusomer FIRST Program ) and Schneider Elecric Sofware Global Cusomer Suppor (GCS) operaions. This guide also conains our primary conac poins and deailed informaion on how o conac our Global Cusomer Suppor organizaion. The following pages will inform you abou: Feaures of he Cusomer FIRST Program our innovaive Sofware Mainenance and Suppor Program Wha o expec when you conac Schneider Elecric Sofware Global Cusomer Suppor (GCS) o reques suppor Wonderware brand echnical suppor model Sofware Produc Lifecycle suppor Cusomer FIRST Program Terms and Condiions Noes: The informaion conained in his guide represens he curren view of Schneider Elecric Sofware and is subjec o change wihou noice. Please check our suppor websie for updaes o his documen. The suppor and services offerings available o cusomers under he Cusomer FIRST Program may vary regionally. The Cusomer FIRST Program Terms and Condiions are available on pages All such Terms and Condiions apply o your enrollmen in he Cusomer FIRST Program. Cusomer FIRST for Wonderware User Guide, April

7 OUR MISSION: YOUR SUCCESS The Cusomer FIRST for Wonderware Program is a fee based sofware mainenance and echnical suppor program designed for end-users o exrac and reain he maximum benefi from heir Wonderware sofware invesmens. Cusomer FIRST is purchased in he form of an annual or muli-year agreemen ha can be renewed for coninued coverage. I provides access o our award-winning echnical suppor eam, free major sofware upgrades and updaes, and valuable sofware uiliies, making i a mus for businesses ha use Wonderware sofware. The Cusomer FIRST Program serves as he foundaion of a lasing service relaionship ha is predicaed upon your success wih our echnology. The Cusomer FIRST for Wonderware Program demonsraes our commimen o your success by giving you access o a rich porfolio of essenial sofware mainenance, echnical suppor and services o help you proec and exend he value of your invesmen and keep your operaions running smoohly. The Cusomer FIRST for Wonderware Program helps you ge: Coninuous sofware mainenance and innovaion hrough sofware version upgrades o evolve your Wonderware soluion o bes address your changing business needs Access o echnical suppor expers ha are adep a resolving issues quickly, capializing on years of experience Opional services and sysem managemen applicaions enabling you o manage, opimize and exrac he mos value from your sofware soluion Cusomer FIRST offers excepional cusomer-focused sofware mainenance, services and suppor and is specifically designed o help you: Improve Operaional Performance hrough acceleraed projec developmen and maximize reurn on invesmen while minimizing implemenaion risk Proec Criical Invesmens hrough produc enhancemens and he newes echnology upgrades, keeping your sofware and applicaions curren and sae-of-he-ar Maximize Asse Performance hrough improved performance levels of your sysem and plan asses using Wonderware sofware Reduce Toal Cos of Ownership (TCO) by minimizing downime and process inerrupion and improving operaor produciviy Cusomer FIRST for Wonderware User Guide, April

8 THE CUSTOMER FIRST FOR WONDERWARE PROGRAM - OVERVIEW The Cusomer FIRST for Wonderware Program is a porfolio wih four disinc program levels Primary, Sandard, Premium and Elie. These four levels are designed o mee our cusomers varied and demanding requiremens. Your program level selecion may depend on projec and commissioning milesones, he complexiy and criicaliy of your operaions, he mauriy of your sysems and he experise of your projec resources. Primary Level: Schneider Elecric offers Primary level membership in he Cusomer FIRST Program for cusomers ha require an economical balance of fundamenal suppor coverage and flexible service opions. Designed for cusomers ha have knowledgeable in-house resources who can efficienly handle any quesions or complex issues ha migh arise during heir use, he Cusomer FIRST Primary program level offers solid baseline suppor coverage. Supplemen your access o exper echnical suppor during normal business hours, exensive web suppor and sofware mainenance releases wih flexible paymen opions for he purchase of labor-based services. Sandard Level: Keep your Wonderware applicaions and soluions working reliably and efficienly wih he Cusomer FIRST Sandard program level. Maximize your invesmen in Wonderware producs wih access o he laes sofware versions and mainenance releases. Our exper echnical suppor engineers are available o help you during normal business hours and hands-on correcive suppor is available if needed. Flexible paymen opions are available for purchase of labor-based services. A all imes, Schneider Elecric is here for you o answer your quesions and provide assisance for complex siuaions. Premium Level: The Cusomer FIRST Premium program is designed for cusomers ha require a high level of suppor availabiliy, including 24/7 emergency suppor, and responsiveness augmened by addiional services designed o empower your business. The Premium program level combines a comprehensive suppor and services package ha includes exper suppor from skilled Schneider Elecric resources and prioriy en roue response commimen for on-sie correcive assisance. Your business will keep pace wih he laes advancemens in Wonderware producs and soluions wih access o he laes sofware version upgrades and mainenance releases. Addiionally, flexible paymen opions are available for purchase of labor-based services. Elie Level: Schneider Elecric offers Elie level membership in he Cusomer FIRST for Wonderware Program for hose wih he mos criical business requiremens, ideal for large enerprise or global organizaions. Fulfill your demanding needs for suppor and services wih everyhing he Cusomer FIRST Program has o offer, such as: 24/7 access o echnical suppor, Cusomer FIRST for Wonderware User Guide, April

9 exensive web-based suppor, sofware updaes and upgrades and on-sie correcive services. Your Technical Accoun Manager 1 can provide heir in-deph Wonderware and indusry experise o faciliae aenion o complex issues and relaionships on your behalf. Supplemen your inhouse resources wih he opional services of a full ime or par ime Residen Engineer. Uilize he significan discouns available o you for Consuling services o enhance your eam s capabiliies, or o increase your engineering capaciy in a flexible manner. 1 Minimum purchase crieria may apply. Your sales person can advise you. Cusomer FIRST for Wonderware User Guide, April

10 The following char depics he core feaures of he Cusomer FIRST Suppor and Services Program levels 2. Included Services Primary Sandard Premium Elie Technical Suppor And Services Business Hours Technical Suppor (normal local business hours) Global Cusomer Suppor Websie Access Cusomer FIRST Benefis App Online Training Webinars En roue response commimen for Billable Onsie Correcive Assisance Discoun on Technical Suppor Consuling Services NBD NBD 24hrs 4hrs 10% 10% 20% Level 2 Direc/Advanced Technical Suppor Emergency 24 Hour Technical Suppor (24/7/365) Suppor Usage and Summary Repors Conrac Managemen/Performance review s per year 1 2 Sofware Mainenance And Uiliies Sofw are mainenance releases, service packs, paches, updaes and hofixes Sofw are Version Upgrades and Revisions Discoun on Tes and Offline Developmen Sysem Licenses Sofw are Asse Manager Sofw are License Replacemen Addiional Benefis: Minimum Conrac Spend Required Included Wonderw are Training (Classroom, Recorded or Virual Insrucor-led) 1 Sea* 2 Seas* Block of Technical Suppor Consuling Services included 16hrs* 24hrs* Complimenary Inviaions o Schneider Elecric Cusomer Evens 2* 5* Dedicaed Cusomer Poral Technical Accoun Managemen Team Annual Lifecycle Assessmen and Upgrade Planning Roadmap Planning and Technical Advisemen Cyber Securiy Readiness Workshop NBD = Nex Business Day *This is he base quaniy provided o cusomers meeing he minimum spend. Depending on your spend, you may qualify for addiional quaniies. 2 The availabiliy of suppor and services feaures as described may vary by region. Individual suppor and service feaures will be provided as appropriae o brand(s), produc(s) and seleced program level. Cusomer FIRST for Wonderware User Guide, April

11 The Cusomer FIRST for Wonderware Program also offers he flexibiliy o ailor your Suppor and Services o he specific needs of your business by layering Opional Services on op of your core program level. Noe: The availabiliy of Service and Suppor Opions will vary depending upon he program level you are enrolled in as well as he Wonderware produc being suppored. As always, your sales person can advise you. Opional Services Flexible Funding for Services Upgrade and Migraion Planning Cusomer FIRST for Soluions Sofw are Asse Manager Cusomer FIRST Cyber Securiy Mainenance Program Cusomer FIRST Cyber Securiy Assessmen Primary Sandard Premium Elie Included Included Technical Accoun Managemen Team Residen Engineer Implemenaion Consulan Proacive Sysem Monioring Services Applicaion Clone (remoe, hosed) 3rd Pary Sofw are Suppor Cusomer FIRST for Wonderware User Guide, April

12 PRICING The Cusomer FIRST for Wonderware Program is an annual fee-based sofware mainenance and suppor program. The annual fee is calculaed as a percenage of he lis price of Wonderware sofware a your faciliies or sies. Suppor Reinsaemen for Lapsed Enrollmen Schneider Elecric srongly encourages you o renew your Cusomer FIRST suppor enrollmen on ime and prior o he expiraion dae. Your enilemen o access Schneider Elecric echnical suppor and service resources will expire on your Cusomer FIRST agreemen end dae. Addiionally, should a lapse in your suppor enrollmen occur, you may be charged a reinsaemen fee. The amoun of he reinsaemen fee may increase he longer he enrollmen has lapsed, so please renew your Cusomer FIRST enrollmen before i expires. INCLUDED SERVICES Schneider Elecric is focused on helping you ransform your operaions by empowering you o be more agile, more efficien, more effecive and more compeiive, wih ousanding, innovaive open sysems. The Cusomer FIRST for Wonderware Program delivers essenial suppor and services o help you achieve maximum sysem performance and reliabiliy. Wheher you are planning your new insallaion, running sable operaions wih no desire o change anyhing, keeping your sysems up o dae wih he laes updaes, or planning a major upgrade o your exising insallaion, he Cusomer FIRST Program provides a comprehensive and coninuously evolving porfolio of valuable services ha help you maximize your reurn on invesmen, miigae risk and ensure coninued success. Imporan Minimum Spend Required Elemens on he Marix: Several service elemens in he Premium and Elie levels are provided a no addiional cos o cusomers ha mee a minimum annual agreemen value. These benefis require significan invesmen from Schneider Elecric as hey are resource oriened. Deails on he benefis are included in he program offering descripions and are clearly idenified in he suppor program marix. Examples include: Technical Accoun Managemen Team Included Wonderware Training Planning and Technical Advisemen (Elie only) Cyber Securiy Readiness Workshop (Elie only) Technical Suppor Consuling Services Cusomer FIRST for Wonderware User Guide, April

13 Dedicaed Cusomer Poral Complimenary Inviaions o Schneider Elecric Cusomer Evens Technical Suppor and Services Business Hours Technical Suppor Included in he following suppor levels: Primary, Sandard, Premium, Elie Schneider Elecric provides exper echnical assisance during normal business hours via regional suppor ceners and locally-based service engineers. Each reques is processed hrough a well-defined muli-level response model ha assures a skilled and imely response appropriae o he urgency and complexiy of he repored siuaion. Repored siuaions are assessed by suppor analyss according o he impac on he cusomer s producion, safey or environmen. All Wonderware cusomers are served by Level 1 Wonderware CSP (Cerified Suppor Provider) disribuion faciliies during local business hours. Wonderware cusomers who paricipae in he Premium and Elie levels of suppor are also eniled o conac Wonderware Level 2 direc/advanced suppor expers during business hours (see Level 2 Direc/Advanced Technical Suppor feaure below). Global Cusomer Suppor Websie Access Included in he following suppor levels: Primary, Sandard, Premium, Elie Reliable informaion is he key o effecive produc and sysem usage. Schneider Elecric makes available is exensive knowledgebase of echnical user documenaion, issue soluions, produc rends and sofware updaes hrough our Global Cusomer Suppor (GCS) websie. Your websie access also allows you o leverage he knowledge of your peers using our Communiy forums. The Schneider Elecric websie also provides you wih online suppor case managemen 3. You can submi online service requess for echnical suppor; if qualified for handling as a echnical suppor case, a case number will be issued. Submied cases may hen be reviewed online by he submier. 3 Primary and Sandard level cusomers are suppored by heir local Wonderware disribuor, herefore, online case managemen views will be limied. Cusomer FIRST for Wonderware User Guide, April

14 Cusomer FIRST Benefis App Included in he following suppor levels: Primary, Sandard, Premium, Elie The Cusomer FIRST Benefis App is a mobile (smarphone or able applicaion) designed o help you undersand your suppor and service enilemens and provide you wih informaion o help you realize he value from your invesmen in he Cusomer FIRST Program. The Cusomer FIRST Benefis App will provide you wih he laes informaion regarding he Cusomer FIRST Program, including your echnical suppor ID for accessing suppor, and real-ime noificaions of available sofware updaes ha can be downloaded via Elecronic Sofware Delivery (ESD). Learn more abou he people supporing you via he GCS Spoligh Inerview, check ou our upcoming cusomer evens and raining classes, or send a one-click reques o your local disribuor for he laes sofware updaes. The Benefis App is inended o proacively aler you abou he availabiliy of new services, echnical suppor aricles, and highligh benefis you can immediaely pu o use. The Cusomer FIRST Benefis App suppors boh iphone and Android devices. Noe: Your login credenials for our Global Cusomer Suppor (GCS) websie are also your Benefis app username and password. Online Training Webinars Included in he following suppor levels: Primary, Sandard, Premium, Elie The journey o performance can be efficien and effecive when using well-designed raining programs. Schneider Elecric Learning Services provides all he componens o effecively bridge he gap beween where you are oday in erms of echnical performance and where you wan your personnel o be in he fuure. Your Cusomer FIRST enrollmen gives you access o a wide range of online raining webinars which include a collecion of feaure specific recorded lecures and sofware demonsraions. En roue response commimen for Billable Onsie Correcive Assisance Included in he following suppor levels: Primary, Sandard, Premium, Elie Schneider Elecric soluions are reliably suppored hrough a remoe connecion (VPN or web conference). This approach provides fas, effecive suppor, paricularly in emergency siuaions. In he even ha our Technical Suppor Engineers/Consulans are unable o resolve your echnical suppor case using remoe suppor mehods, Schneider Elecric resources are available o provide hands-on correcive assisance a your sie. Cusomer FIRST for Wonderware User Guide, April

15 A skilled Schneider Elecric Suppor Engineer 4 will ravel o your sie o perform necessary correcive acions o reurn your sysem or applicaion o normal operaion. These aciviies may include sysem roubleshooing, and sofware resoraion 5 or correcion due o daa corrupion. While his ype of suppor is ypically ime-sensiive in naure, en roue response ime commimen 6 is deermined by he level of Cusomer FIRST suppor enrollmen: Elie 4 hours* Premium 24 hours* Sandard Nex Business Day* Primary Nex Business Day* Noe: Aciviies ha are no covered by Onsie Correcive Assisance include applicaion work, block configuraion, display creaion, hisorian creaion, sofware insallaion, prevenaive mainenance work and sarup suppor. Labor and maerials, ravel and living expenses are billable unless oherwise provisioned. Billable labor hours include ravel ime, ime spen obaining plan access, ime spen onsie and offsie performing evaluaions and preparing documenaion necessary for he assigned asks. Discoun on Technical Suppor Consuling Services Included in he following suppor levels: Sandard, Premium, Elie Schneider Elecric Consuling Services enable you o leverage skilled Schneider Elecric resources ha can help you manage complex migraions, opimize he performance of your exising asses, conduc rouine performance assessmens and assis you wih new produc deploymen. The Cusomer FIRST Program provides you wih access o discouns on Consuling Services when purchased in conjuncion wih your suppor and services enrollmen. Wheher you are planning a new projec and need help archiecing a soluion, or wan recommendaions o opimize he performance of your exising applicaion for a single-sie projec or a global, enerprisewide engagemen, we will help you make arrangemens wih qualified resources wihin Schneider 4 Primary and Sandard level cusomers can expec o be suppored by heir local Disribuor Cerified Suppor Provider. 5 Sofware resoraion may be accomplished using insall discs or via download. If he cusomer s daa is corrup, here may be no recourse, in some cases, o resore corruped user daa. 6 *This commimen is dependen upon availabiliy of regional resources and arrival ime is dependen on ransporaion coningencies beyond Schneider Elecric s conrol. Your Schneider Elecric sales represenaive will work wih you o define he response commimen appropriae for your sie. Cusomer FIRST for Wonderware User Guide, April

16 Elecric. As always, Schneider Elecric Consuling Services combine bes-in-class sofware echnologies wih in-deph process, plan and IT experise. For a full lis of available Services see our websie: hp://sofware.invensys.com/services/all-services/ Level 2 Direc/Advanced Technical Suppor Included in he following suppor levels: Premium, Elie The Cusomer FIRST program provides Premium and Elie level members wih direc access o experienced echnical resources wihin he Schneider Elecric Sofware Global Cusomer Suppor organizaion for Wonderware soluions. As such, you have he flexibiliy of engaging your local disribuor or wih Wonderware Level 2 direcly for any echnical issue you encouner. Emergency 24 Hour Technical Suppor (24/7/365) Included in he following suppor levels: Premium, Elie Schneider Elecric provides emergency echnical suppor ouside of normal business hours for siuaions ha involve loss or poenial loss of an essenial funcion such as a producion line, sysem or plan downime siuaion. Suppor Usage and Summary Repors Included in he following suppor levels: Premium, Elie The Suppor Usage Summary Repor highlighs all echnical suppor case aciviy, as well as labor-based cases logged by Schneider Elecric s suppor managemen sysem. The repor is disribued via on a monhly basis. Noe: For Wonderware cusomers, his repor will include only hose cases iniiaed direcly wih Level 2 suppor. If you engaged your local disribuor iniially for your echnical suppor issue, you may need o conac your local disribuor for a comprehensive summary of your suppor aciviy. Conrac Managemen/Performance Reviews per year Included in he following suppor levels: Premium, Elie Schneider Elecric, in conjuncion wih your local Wonderware disribuor sales represenaive, will review he Cusomer FIRST Suppor and Services program performance periodically wih you on a schedule deermined by your program level enrollmen. Schneider Elecric will ake his opporuniy o review echnical suppor aciviy, boh remoe and onsie, and oher services usage as applicable o he producs Cusomer FIRST for Wonderware User Guide, April

17 covered by your Cusomer FIRST enrollmen, plus lifecycle managemen and oher echnical opics of value o your sie. The Premium level enrollmen includes an annual review and he Elie level enrollmen includes wice yearly reviews. Sofware Mainenance and Uiliies Sofware mainenance releases, service packs, paches, updaes and hofixes Included in he following suppor levels: Primary, Sandard, Premium, Elie Wih he Cusomer FIRST for Wonderware Program, Schneider Elecric provides releases and fixes for covered sofware relaed o your applicaion ha is released during your enrollmen period. This enilemen applies o sofware ha is in a curren lifecycle phase. Mainenance releases provide correcions o sofware defecs wihin a sofware revision level. Media will be made available upon release, in elecronic or physical forma as appropriae, during he coverage period of your program enrollmen. Schneider Elecric makes no guaranee ha mainenance releases will become available during he agreemen period. Noe: Insallaion labor for version licenses, revision releases, mainenance releases, service packs, paches and updaes, and sarup aciviies is no included in his program feaure. These aciviies may require he scheduling of a separae sie visi for which he labor erms of your enrollmen will apply. Sofware version upgrades and revisions Included in he following suppor levels: Sandard, Premium, Elie Keep your sofware and sysems up-o-dae wih access o sofware version upgrades and revision releases. The Cusomer FIRST program provides you wih he abiliy o upgrade and keep covered Schneider Elecric sofware coninuously curren a he Curren lifecycle phase. The version release is he mos significan sofware upgrade. I generally conains major new feaures and enhancemens. The Revision release generally conains boh sofware correcion and minor enhancemens. License(s) and upgrade media will be made available upon release, in elecronic or physical forma as appropriae, during he coverage period of your program enrollmen. Schneider Elecric makes no guaranee ha version and revision releases will become available during such enrollmen period. Cusomer FIRST for Wonderware User Guide, April

18 Sofware version upgrade and revision insallaion and sarup aciviies are no par of he Cusomer FIRST Program - hese aciviies require he scheduling of a separae sie visi for which he labor erms of your enrollmen will apply. Operaing Sysems and oher 3 rd pary sofware (i.e. operaing sysems, ani-virus sofware ec.) upgrades are no included under his benefi. Noe: Your Cusomer FIRST enrollmen mus be acive a he ime he sofware version upgrade or revision is requesed. Eligibiliy o reques upgrades and revisions a no charge ends a agreemen expiraion. Addiionally, he following eligibiliy requiremens mus be me: Version Upgrade Eligibiliy: Upon enrollmen, Schneider Elecric sofware mus be a he curren Version in order o be eligible for fuure Schneider Elecric Version upgrades. If Schneider Elecric sofware is no a he curren Version a he ime he Cusomer FIRST agreemen is execued, he cusomer mus firs purchase he upgrade version o ge curren. Once he above crieria is me, enilemen o fuure Schneider Elecric sofware Versions begins and will coninue for as long as an acive Cusomer FIRST agreemen (Sandard, Premium or Elie level) is mainained wih no lapse in suppor coverage. Revision Upgrade Eligibiliy: For cusomers enrolled in Sandard, Premium or Elie levels of Cusomer FIRST Program, he eligibiliy for he fuure Schneider Elecric revision upgrades will coninue for as long as an acive Cusomer FIRST agreemen (Sandard, Premium or Elie level) is mainained wih no lapse in suppor coverage. Discoun on Tes & Offline Developmen Sysem Licenses Included in he following suppor levels: Premium, Elie The Tes, Simulaion, and Emergency Back-up Sysem Program is designed o duplicae or mirror some or all On-Line (i.e. producion) sysem wih an Off-Line (i.e. non-producion) sysem for he purposes of esing, simulaion, or emergency back-up such as disaser recovery or failover. The Cusomer FIRST Program provides access o a 50% discoun on sofware licenses o be used for he duplicae sysem. Cusomer FIRST for Wonderware User Guide, April

19 Noe: Cusomers mus agree ha all sofware licenses in he Off-Line sysem will solely be used for nonproducion esing or simulaion or emergency back-up purposes and for no oher purposes whasoever. Applicable sysem will be non-producion off-line excep for emporary periods during emergency back-up siuaions such as disaser recovery or failover (Off-Line Sysem). The Off-Line sysem licenses are o be idenical o he On-Line sysem licenses in produc ype bu may be of lesser quaniy or funcional capaciy (lower IO, lower ag coun, less Equipmen). Cerain produc exclusions may apply please ask your sales person for furher informaion. Sofware Asse Manager Included in he following suppor levels: Premium, Elie The Sofware Asse Manager (SAM) provides Premium and Elie cusomers wih he abiliy o auomae he managemen of heir physical sofware and license invenory as well as providing auomaed funcions for sofware updae assessmen, acquisiion and deploymen in a secured and privae environmen. Wonderware Sofware Asse Manager is designed o include he mos curren and cuing edge cybersecuriy pracices, and is delivered as a non-inrusive, porable service ha can be used wihou impacing your sysems performance or inerruping your producion. Sofware License Replacemen Included in he following suppor levels: Elie The Cusomer FIRST Program eniles cusomers enrolled in he Elie level o reissuance of los licenses a no addiional charge. Cusomers are eniled o make up o wo (2) requess o have los licenses reissued during heir annual agreemen period. Addiional Benefis: Minimum Conrac Spend Required Included Wonderware Training (Classroom, Recorded or Virual Insrucor-led) Available o he following suppor levels: Premium, Elie Ge he raining soluion you need wih a comprehensive, world-class raining course ha maches he power and excellence of your Wonderware sofware. You can apply your included raining benefi o aend raining courses a our sae-of-he-ar raining faciliy in Lake Fores, California, or a several regional offices. Alernaively, ake advanage of our flexible raining opions by accessing one of our recorded insrucor-led online courses. These recorded versions of our radiional insrucor-led raining are segmened ino 1-2 hour sessions wih downloadable labs o pracice conceps and procedures. Cusomer FIRST for Wonderware User Guide, April

20 Premium 1 sea* Elie 2 seas* Noe: *This is he base quaniy provided o cusomers meeing he minimum spend. Depending on your spend, you may qualify for addiional quaniies. For more informaion abou Wonderware raining visi our websie a hp://sofware.invensys.com/raining/wonderware-raining/. Block of Technical Suppor Consuling Services Included Available o he following suppor levels: Premium, Elie The Cusomer FIRST Program provides qualified enrolled cusomers wih a block of onsie or remoe Technical Suppor Consuling Services for larger insallaions. Your block of Technical Suppor Consuling Services can be used, for example, for sysem healh checks, securiy or opimizaion audis and sofware migraion review. For a lis of available Suppor Services see Appendix A. Premium 16 hours* Elie 24 hours* Noes: 1. *This is he base quaniy provided o cusomers meeing he minimum spend. Depending on your spend, you may qualify for addiional quaniies. 2. Premium or Elie cusomers who are qualified for a Technical Accoun Manager (TAM) can elec o use hese hours for an onsie suppor visi from heir TAM. Unused hours canno be rolled forward ino he nex 12 monh erm or Agreemen coverage period. Complimenary Inviaions o Schneider Elecric Cusomer Evens Available o he following suppor levels: Premium, Elie Schneider Elecric hoss cusomer-focused evens on an annual basis. These evens provide cusomers wih a remendous opporuniy o mee wih Schneider Elecric core engineering, developmen, execuive managemen and echnical suppor saff, as well as o discuss corporae direcion and preview emerging soluions from Schneider Elecric. The Cusomer FIRST Program provides qualified cusomers wih complimenary passes o hese evens. Premium 2 passes* Elie 5 passes* Cusomer FIRST for Wonderware User Guide, April

21 Noe: *This is he base quaniy provided o cusomers meeing he minimum spend. Depending on your spend, you may qualify for addiional quaniies. Dedicaed Cusomer Poral Available o he following suppor levels: Premium, Elie Schneider Elecric offers a web-based Cusomer Poral ha provides a universal window ino your global organizaion. This ool is designed o beer faciliae Schneider Elecric s suppor and commercial relaionship wih you and o enable you o coordinae iniiaives and collaborae wihin your own inernal ecosysem. Funcionaliy may include he following 7 : My Library: Collaborae wih users from wihin your own organizaion, as well as Schneider Elecric Global Cusomer Suppor and oher exernal users (such as your Disribuor or SI s) ha have been approved for access. The Library secion also allows users o pos objecs, code, documens, ec. o be shared wih oher users. Enhanced repor access: o Global Sie lisings o Purchased license repors o Suppor hisory repors Profile and Conac Managemen: Add users, ensure he inegriy of sie informaion, and manage/resric levels of access o he poral. Technical Accoun Managemen Team Available o he following suppor levels: Premium, Elie The Technical Accoun Managemen Team is dedicaed o handling complex suppor requiremens for a selec number of cusomer accouns. As a member of his eam, your Technical Accoun Manager (TAM) will use heir echnical problem solving and managemen skills o ac as your dedicaed suppor liaison wihin Schneider Elecric. Your TAM will coordinae he funcional experise and resources needed o faciliae and expedie aciviy on your behalf on all suppor issues. You benefi because you will deal wih a eam of echnical expers who sar from a baseline of knowledge abou your accoun and who, over ime, will gain experise in your individual sysems and sofware applicaions. In shor, he TAM relaionship helps you circumven he common barrage of requisie echnical quesions and provides confidence ha echnical issue resoluion remains a prioriy. 7 Cusomer Poral funcionaliy may vary by brand. Cusomer FIRST for Wonderware User Guide, April

22 Annual Lifecycle Assessmen and Upgrade Planning Roadmap Available o he following suppor levels: Premium and Elie Schneider Elecric undersands ha you have a need and a responsibiliy o mainain and upgrade your sofware sysems as criical pars of your business. Since all producs move hrough lifecycle phases as hey age, you will benefi from having a clear undersanding of produc lifecycle phases, which have a direc relaionship o he supporabiliy of each produc. The Lifecycle Assessmen and Upgrade Planning Roadmap provides you wih a op level view of he curren lifecycle saus of he producs in use a your sie 8 and oulines, a a high level, an upgrade pah, allowing you o more effecively plan for he fuure. This service focuses on idenifying a logical progression for he poenial upgrade of your Wonderware sofware producs. Noe: This service requires a horough, up-o-dae lising of insalled Wonderware sofware. If no readily available from our cusomer, i will require our resource o uilize Wonderware Sofware Asse Manager o generae his lising. If he use of Sofware Asse Manager is deermined no o be feasible by he cusomer, hen i will be he cusomer s responsibiliy o provide an up-o-dae lising of insalled Wonderware sofware. Planning and Technical Advisemen Available o he following suppor levels: Elie Working wih an exper who undersands your operaions environmen, and has insigh ino your infrasrucure and business needs, will help ensure ha your soluion is correcly deployed and mainained o minimize disrupions and maximize availabiliy and performance. Schneider Elecric will proacively work wih you o undersand your unique needs, sraegic objecives, shor erm goals and inernal capabiliies, in addiion o handling echnical issues as hey occur. Your Technical Accoun Managemen Team may ravel o your sie o build rappor wih your implemenaion and developmen eams o help drive successful projecs. The visis will be scheduled up o wice per year, wo days per visi. Each visi should be scheduled a leas hree weeks in advance 9. 8 A sie visi may be required by Schneider Elecric o complee he assessmen. Travel and living expenses are no included. 9 Travel and living expenses are no included. Cusomer FIRST for Wonderware User Guide, April

23 Cyber Securiy Readiness Workshop Available o he following suppor levels: Elie Criical o any indusrial manufacuring indusry is he growing need o address cyber securiy, wheher he requiremen is driven by inernal, indusry specific, or a governmen regulaion. Schneider Elecric can assis wih idenifying compliance shorfalls and implemening regulaory sandards. Through hese effors, Schneider Elecric has gained a high level of experise in assessing, developing and implemening complian cyber securiy programs. The firs sep o embarking on such a program is a Cyber Securiy Readiness Workshop 10. Schneider Elecric will use is cusomer and regulaory experience o help you perform he following aciviies: Review he your curren cyber securiy program Idenify poenial gaps beween curren sae and proposed final sae Sugges a remediaion plan o bring idenified gaps ino compliance OPTIONAL SERVICES The Cusomer FIRST Program provides Opional Services ha are designed o furher help you reduce coss, maximize produciviy, accelerae projecs and proec your invesmen. Tailor your enrollmen in he Cusomer FIRST Program wih he Opional Services ha align bes wih your business requiremens and sraegies. Flexible Funding for Services Opional for he following suppor levels: Primary, Sandard, Premium, Elie Cusomer FIRST Program coverage provides you wih labor-based suppor and services ha are billable a local Schneider Elecric labor raes a ime of service. These include Onsie Correcive Assisance, Technical Suppor Consuling Services, and ime spen insalling sofware associaed wih Cusomer FIRST Program feaures. The service or suppor engineer s ravel ime o and from your sie is billable, as is associaed ravel and living expenses. Provisioning he opional Flexible Services Fund wih funds ha accrue as par of your scheduled agreemen paymens allows you o spread paymen of applicable labor-based services over he coverage period of your Cusomer FIRST enrollmen. An appropriae amoun can be esablished based on he number of anicipaed labor hours for your company, sie(s) and siuaion muliplied by he prevailing local Schneider Elecric service rae. Schneider Elecric can help you make his deerminaion. 10 Travel and living expenses are no included. Cusomer FIRST for Wonderware User Guide, April

24 Usage will be deduced during he enrollmen period, and any residual balance remaining a he end of he enrollmen period will be applied o esablish a beginning balance of Flexible Services Fund for he consecuive renewal period of enrollmen. See Appendix B for Flexible Services Fund Terms and Condiions. Upgrade and Migraion Planning Opional for he following suppor levels: Primary, Sandard, Premium, Elie Schneider Elecric will parner wih you o sraegize he replacemen of your legacy or compeiive sysems wih curren Schneider Elecric echnology. Your migraion plan may include delivery by Schneider Elecric of sysem configuraion drawings, specific upgrade plans and imeline documenaion. Noe: This service requires a horough, up-o-dae lising of insalled Wonderware sofware. If no readily available from our cusomer, i will require our resource o uilize Wonderware Sofware Asse Manager o generae his lising. If he use of Sofware Asse Manager is deermined no o be feasible by he cusomer, hen i will be he cusomer s responsibiliy o provide an up-o-dae lising of insalled Wonderware sofware. Cusomer FIRST for Soluions Opional for he following suppor levels: Elie, Premium, Sandard As an opional service o he Cusomer FIRST program, Schneider Elecric has developed a comprehensive se of services Cusomer FIRST for Soluions o address he unique echnical suppor and applicaion mainenance requiremens hrough he lifecycle of a cusomized soluion. By combining Cusomer FIRST for Soluions wih Cusomer FIRST produc suppor services, you will have access o boh Technical Suppor Engineers focused on produc performance and configuraion suppor, as well as our highly specialized soluion suppor eam wih experise in he enire engineered soluion. The combined produc and soluion suppor approach provides a comprehensive suie of services o fully suppor a cusomized Schneider Elecric soluion hrough sandardized processes, applicaion lifecycle mainenance and hrough a single poin of conac. For full deails of he Cusomer FIRST for Soluions Program see Appendix C. Cusomer FIRST for Wonderware User Guide, April

25 Sofware Asse Manager Opional for he following suppor levels: Sandard The Sofware Asse Manager (SAM) eliminaes he need o perform labor-inensive asks by auomaically creaing an invenory of sofware licenses and idenifying, downloading, and disribuing he relevan paches and sofware updaes o arge machines. Wih SAM, you can convenienly and confidenly know ha you are running he laes versions of your Wonderware sofware, resuling in reduced cos of ownership, beer enerprise IT securiy and improved planning capabiliies. SAM is included in Premium and Elie membership and can be purchased by Sandard level cusomers as an add-on. Cusomer FIRST Cyber Securiy Mainenance Program Opional for he following suppor levels: Sandard, Premium, Elie The Cyber Securiy Mainenance Program provides your cyber securiy eam wih Business Hours Technical Suppor ha assures imely response appropriae o he urgency and complexiy of he repored siuaion. The program includes an annual sie visi by a Schneider Elecric CISP consulan o assess he produc lifecycle saus of hardware and sofware associaed wih your Schneider Elecric cyber securiy soluion, who will issue a Compliance Assessmen Repor ha may recommend remediaion seps o help you mainain your cyber securiy posure a curren echnology level. The Cyber Securiy Mainenance Program includes Emergency 24 Hour Technical Suppor and quarerly Compliance Mainenance Program sie visis. I also includes Cyber Securiy Sofware and Cyber Securiy Hardware Mainenance programs for covered Schneider Elecric and hird pary cyber securiy producs and applicaions. For full deails of he Cyber Securiy Mainenance Program see Appendix D. Cusomer FIRST Cyber Securiy Assessmen Opional for he following suppor levels: Sandard, Premium, Elie Cyber Securiy is a growing, criical indusrial concern, wheher he requiremen is inernal, indusryspecific or in response o governmen regulaion. The Cyber Securiy Assessmen esablishes he curren archiecure, securiy posure and profile of all asses o be assessed wihin he sysems nework and will resul in a nework drawing wih a sysem baseline scan. The Criical Infrasrucure and Securiy Pracice (CISP) consulans will conduc a comprehensive echnical review of he curren process conrol nework (PCN) infrasrucure a a single geographical sie, which will provide you wih necessary informaion o make boh budgeary and echnology decisions Cusomer FIRST for Wonderware User Guide, April

26 relaive o criical nework managemen changes, including fuure growh requiremens (boh hardware and sofware), expense conrol, echnology enhancemens, configuraion conrol and proacive nework mainenance. Technical Accoun Managemen Team Opional for he following suppor levels: Premium, Elie Technical Accoun Managemen Team access is available o be opionally purchased by Premium and Elie level cusomers who do no qualify under he agreemen minimum spend qualificaion requiremens. The Technical Accoun Managemen Team is dedicaed o handling he complex suppor requiremens for a selec number of cusomer accouns. As a member of his eam, your Technical Accoun Manager (TAM) will use heir echnical problem solving and managemen skills o ac as your dedicaed suppor liaison wihin Schneider Elecric. Your TAM will coordinae he funcional experise and resources needed o faciliae and expedie aciviy on your behalf on all suppor issues. You benefi because you will deal wih a eam of echnical expers who sar from a baseline of knowledge abou your accoun and who, over ime, gain experise in your individual sysems and sofware applicaions. In shor, he TAM relaionship helps you circumven he common barrage of requisie echnical quesions and provides confidence ha echnical issue resoluion remains a prioriy. Residen Engineer Opional for he following suppor levels: Premium, Elie Increase your on-sie engineering capaciy by supplemening your resources wih a full-ime or par-ime Schneider Elecric Residen Service Engineer. The role of a Residen Engineer is o address your unique needs and objecives, provide echnical assisance and sraegic direcion, and o ac as your suppor advocae wihin Schneider Elecric. Each Residen Engineer possesses a srong background in heir respecive area of echnical experise, along wih srong communicaion and managemen skills. The Residen Engineer combines problem-solving skills wih proacive managemen skills relaing o echnical suppor and operaional issues. Noe: The full scope of work for he Residen Engineer/Consulan will be coordinaed by your sales person in consulaion wih you and will be clearly defined in your enrollmen. Implemenaion Consulan Opional for he following suppor levels: Premium, Elie The Schneider Elecric Implemenaion Consulan is ideal for large enerprises and global organizaions seeking specific echnical experise ha ensures smooh and successful commissioning of new projecs Cusomer FIRST for Wonderware User Guide, April

27 and mainenance of exising ones. Our Implemenaion Consulan ensures ha bes pracices have been engineered ino he soluion for long erm reliabiliy and sabiliy, reducing he cos of ongoing mainenance. The Implemenaion Consulan works alongside your Sysem Inegraor and engineering eams on day-o-day projec managemen, opimizing he applicaion of echnology, seering projec deploymen sraegy and resolving issues. The Implemenaion Consulan brings you value by: Ensuring successful projec compleion by overseeing echnology, deploymen sraegy, inegraion and infrasrucure dependencies Fosering close working relaionships wih your Sysem Inegraor or deploymen eam and Schneider Elecric Global Cusomer Suppor Reducing risk of pos-implemenaion issues wih bes pracices designed-in o your soluion Proacive Sysem Monioring Services Opional for he following suppor levels: Premium, Elie The Wonderware Proacive Sysem Monioring Soluion and associaed services moniors your Wonderware applicaions and sysem hardware and alers you o poenial issues before hey manifes ino real problems. When he machines and neworks running your Wonderware applicaions run below opimal performance, you ake a hi in produciviy, producion yields and, ulimaely, revenue. The Wonderware Proacive Sysem Monioring Soluion miigaes hese siuaions and helps you maximize your Wonderware sysem performance and your overall produciviy. And cos-effecive services delivered by Wonderware sofware expers make he indusry s bes resources available o you o insall and mainain he soluion, as well as provide 24/7/365 monioring services. Applicaion Clone Opional for he following suppor levels: Elie Schneider Elecric applicaion cloning soluions can help you beer manage your applicaions and expedie replicaion and resoluion on specific echnical suppor issues. An applicaion clone (also known as a Shadow Sysem) is an exac copy of he sofware and hardware applicaion. I mimics wha is currenly in use in producion/runime mode a your sie. The applicaion clone can be hosed a Schneider Elecric Corporae and Regional Headquarers or a your sie and accessed via remoe echnologies. Cusomer FIRST for Wonderware User Guide, April

28 Third Pary Sofware Suppor Opional for he following suppor levels: Elie Schneider Elecric provides exper echnical suppor and on-sie echnical suppor for specified non- Schneider Elecric manufacured producs. Schneider Elecric will ac as he single poin of conac for he agreed sofware covered under your enrollmen in he Cusomer FIRST Program. Noe: Suppor for he Third Pary sofware will be provided per he erms of Schneider Elecric agreemen wih he hird pary vendor or as agreed o on he Schneider Elecric Maser License Agreemen.. Cusomer FIRST for Wonderware User Guide, April

29 QUALITY CUSTOMER SUPPORT PRACTICES Schneider Elecric ensures ha he umos care is aken a every sep of he developmen, manufacuring and on-going suppor cycles ha, in urn; affec our relaionships wih our cusomers. Sringen procedural mehodologies are employed in he daily operaions of Cusomer Suppor ceners. Suppor aciviies are measured agains argeed service levels o help ensure we provide a high qualiy suppor experience for our cusomers. Periodic inernal and exernal audis ensure ha organizaional processes say on rack. Exernal surveys help us undersand our cusomers percepions of heir suppor experience. Service Capabiliy & Performance (SCP) Cerificaion Schneider Elecric world-class repuaion for Cusomer Suppor excellence is widely acknowledged. We have a hisory of cusomer acclaim and have successfully achieved he presigious Service Capabiliy and Performance (SCP) Cerificaion for many years. SCP cerificaion is adminisered by Technology Services Indusry Associaion (TSIA). SUPPORT MODELS When you conac any Schneider Elecric Global Cusomer Suppor faciliy or a hird-pary Wonderware Cerified Suppor Provider, Subjec Maer Expers (SMEs) are quickly engaged in answering your quesions in order o help you roubleshoo, diagnose and resolve he issue a hand. Your reques for service eners a globally-shared case managemen sysem ha ensures every query and issue is resolved effecively, efficienly and in a imeframe appropriae o he urgency of he repored siuaion. Schneider Elecric cusomers are suppored by a unified global suppor organizaion ha is bes in class. Each brand wihin Schneider Elecric provides our Suppor and Services cusomers wih access o specialized produc resources ha have he flexibiliy o leverage oher resources wihin our global organizaion o ensure ha our producs and services are running a opimal levels, helping you succeed in he long erm. Wonderware Suppor Model Schneider Elecric sells is Wonderware sofware hrough an exensive global nework of Cerified Suppor Provider (CSP) disribuor faciliies. CSPs are hird-pary disribuor faciliies cerified by Schneider Elecric. Each CSP provides he firs poin of conac o he cusomer for any suppor-relaed issues. Cusomers enrolled in he Primary and Sandard levels of he Cusomer FIRST Program can conac heir local Cusomer FIRST for Wonderware User Guide, April

30 Wonderware disribuor for all suppor relaed inquiries. Cusomers enrolled in he Premium and Elie levels of he Cusomer FIRST Program can conac eiher a local Wonderware Cerified Suppor Provider or one of he Schneider Elecric Global Cusomer Suppor Level 2 ceners. If he CSP is unable o resolve he problem, he CSP will escalae i o one of he Schneider Elecric Level 2 suppor ceners. Schneider Elecric will hen work wih he Disribuor o arrive a an appropriae soluion. MULTI-LEVEL RESPONSE MODEL (ESCALATION MODEL): Case movemen is as follows: 1 s Level: Cerified Suppor Provider (CSP) 2 nd Level: Level 2 Direc/Advanced Suppor (Schneider Elecric Subjec Maer Expers) 3 rd Level: Schneider Elecric Developmen CONTACTING TECHNICAL SUPPORT To obain he curren conac informaion for your local Global Cusomer Suppor Cener or a Wonderware Cerified Suppor Provider please visi our websie: hp://sofware.invensys.com/suppor/wonderware/ You can also cusfirssuppor@wonderware.com. Obaining Emergency 24x7 Suppor Schneider Elecric provides emergency echnical suppor ouside of normal business hours for siuaions ha involve loss or poenial loss of an essenial funcion such as a producion line, sysem or plan downime siuaion. Noe: Reporing and oher ancillary funcions are no included under he definiion of emergency suppor. I is expeced ha echnical suppor for non-producion applicaions will resume he following business day, during normal business hours. Cusomer FIRST Program Premium and Elie enrollmen includes as a benefi emergency echnical suppor via elephone. Calls received via our emergency service phone numbers will be auomaically roued o a live phone dispacher. The dispacher will hen conac one of he available echnical suppor analyss/engineers who will reurn he call wihin 60 minues. Cusomer FIRST for Wonderware User Guide, April

31 Wonderware Emergency echnical suppor can be obained by dialing , accessible worldwide. The Wonderware elephony sysem will auomaically idenify your company via your individual phone user ID. From here, follow he phone promps o be roued direcly o our Emergency Suppor dispacher. Imporan: When conacing he Schneider Elecric Global Cusomer Suppor cener for Wonderware for he firs ime, you will be issued an individual phone user ID. You should have his phone user ID on hand every ime you call Schneider Elecric Global Cusomer Suppor. Your call will no be roued properly via he elephony sysem if you ener your Cusomer FIRST agreemen number. Your individual phone user ID can be rerieved from your homepage on he Schneider Elecric Sofware Global Cusomer Suppor websie or via he Cusomer FIRST Benefis App. Case Submission Schneider Elecric offers you muliple mehods for submiing your echnical suppor issue: Telephone: Log your issue wih one of our echnical suppor analyss or engineers. Web: Log your issue using our online case submission form via our echnical suppor websies. Noe: In order o expedie he handling of your echnical suppor issue, you should use one of he above preferred mehods for case submission. s sen o our general suppor inbox should be for basic informaional requess, raher han for requess for suppor. You can, however, send us an message regarding a previously opened case. You should include in your your Cusomer FIRST Program ID and he assigned case number. We will hen forward your message o he assigned Technical Suppor engineer and reply back o you accordingly. All cases enered ino he Schneider Elecric case managemen sysem can be accessed by Schneider Elecric suppor faciliies in Europe, Asia, Lain America and Norh America. The suppor ceners collaboraively monior his case-handling sream o ensure ha every open case is assigned o appropriae personnel, who may be locaed anywhere in he world. If you are a Wonderware cusomer your case may be forwarded o your local disribuor where hey will be able o assis you in your local ime zone. A Technical Suppor Adminisraor will reply o you and provide he name of he disribuor ha received your issue. Cusomer FIRST for Wonderware User Guide, April

32 Gaher Helpful Informaion Before You Conac Us To make he mos of your ime when you conac Schneider Elecric or one of our Wonderware Cerified Suppor Providers o reques echnical suppor, please have he following informaion on hand: Your Cusomer FIRST Program User ID, if known The assigned case number if his is an open issue Produc componen and sofware version Any paches insalled if he issue relaes o a sofware applicaion If siuaion involves a sofware applicaion only, know he operaing sysem ype and version (example, Windows Visa or XP) Sysem opology and design archiecure Relevan oupu from diagnosic applicaions Are here any hird pary hardware cards in he machine? Are here any hird pary sofware applicaions running? Was he applicaion ried on a differen machine? Have you ried o reproduce he problem, and if so, wha was he resul? Wha have you done o roubleshoo he siuaion? Wha Happens When You Reques Suppor When you conac an Schneider Elecric Global Suppor Cener or submi a quesion via a Suppor websie, we will quickly process your reques. Suppor inquiries are processed wih he following mehodology: Receip of your inquiry is acknowledged. Your Cusomer FIRST Program enrollmen level is verified. The inquiry is logged ino our case managemen sysem and he case number provided for reference. The issue is prioriized based on commercial or echnical urgency. Noe: When speaking wih he Technical Suppor engineer/analys, you can reques ha a specific prioriy level be assigned o your case and we'll do our bes o accommodae your reques. Suppor Cener begins o diagnose and resolve he issue as quickly as possible. If he echnical suppor engineer requess ha you provide applicaion files for furher invesigaion, you will be advised of he appropriae available mehods of ransmission -- via or FTP sie. If necessary, we will srive o reproduce he behavior o help deermine is roo cause. Cusomer FIRST for Wonderware User Guide, April

33 Once roo cause is deermined, we will deermine a course of acion wih he goal of achieving problem resoluion. You will be regularly updaed as o he saus of your case including any measures aken by Schneider Elecric o escalae your issue o higher level subjec maer expers. Suppor Escalaion Policy Based on he assigned prioriy level of your case, Schneider Elecric Sofware Global Cusomer Suppor will ake appropriae acion o resolve your quesion or issue. Tha is, given he prioriy level, here's wha we will do: Prioriy Level Definiion Acion To Be Taken P1 - Criical Sysem or process downime, loss of essenial funcion, criical business or operaional impac, human safey or environmenal impac. Schneider Elecric Global Cusomer Suppor will work on he case full-ime, including evenings and weekends as necessary, unil i is resolved or an appropriae workaround is found. P2 - Serious Feaure(s) inoperable, no eviden workaround, failure of one or more componens, degraded operaion of an Schneider Elecric Global Cusomer Suppor will work on he case full ime during normal business hours. essenial funcion, poenial business or operaional impac, up agains a hard deadline. P3 - Moderae Feaure is inoperable and a workaround is possible, operaional quesion, minimal or no business or Schneider Elecric Global Cusomer Suppor will work on he case during normal business hours. operaional impac P4 - Informaional Informaional quesion, no business or operaional impac, cusomer reques, or nex day call back is accepable. Schneider Elecric Global Cusomer Suppor will work on he case during normal business hours. While i is our inen o resolve your case as quickly as possible, we canno projec an exac resoluion a he onse of he issue. This is because i depends on he complexiy of your quesion or issue and he speed a which we receive any requesed documenaion or diagnosic oupu from you. Escalaing Your Issue Schneider Elecric Sofware Global Cusomer Suppor has sysems in place o ensure ha your inciden will receive proper aenion and be processed according o is prioriy by he appropriae people in our deparmen, as well as oher relevan Schneider Elecric deparmens. Cusomer FIRST for Wonderware User Guide, April

34 When Is Your Case Closed? Schneider Elecric will work o quickly resolve your quesion or issue based on he assigned prioriy level. Your case will be closed when i falls under one of hese caegories: Your quesion has been saisfacorily answered and i requires no furher aciviy. The issue has been resolved via a Fix, Pach, Service Pack, or Major / Minor produc release. Your issue was deermined o be a sofware defec, which will be resolved in a fuure Pach, Service Pack, Fix or in he nex release of he produc. When he Pach, Service Pack, Fix, or Mainenance Release becomes available, you will be noified by . Paches, Service Packs and Fixes will be made available via he Global Cusomer Suppor websie. Schneider Elecric Paches, Fixes and Service Packs will be incorporaed ino a fuure produc release. Your quesion or issue resuls in correcion in he Schneider Elecric produc's user manual and/or on-line help sysem Your issue is caused by running a hird-pary sofware or hardware produc ha is no owned or disribued by Schneider Elecric. We'll explain he cause of he problem and recommend your nex course of acion. Your quesion or issue concerns a desired produc feaure ha is no par of he produc s curren release. We will conver your issue ino a produc enhancemen reques, which will be forwarded o Produc Markeing for furher evaluaion. You reques ha you no longer wish for us o work on your quesion or issue. You reques ha your case be closed. We require addiional inpu from you, bu canno reach you afer making several aemps via known conac poins (elephone, facsimile, ). However, if you conac us afer we have closed your logged case, we'll be happy o reopen i. Submiing a Feaure Reques Schneider Elecric srives o coninually improve our porfolio of producs in erms of new and improved feaures and produc performance. We srongly encourage you o submi your ideas and suggesions on he use of Schneider Elecric producs. You may submi your feaure requess o us by eiher conacing your Schneider Elecric Global Cusomer Suppor Cener or one of our Wonderware Cerified Suppor Providers. Your reques will be iniially handled as a case, wih enry ino our case managemen sysem. If your reques is subsequenly deermined o be more appropriaely handled as produc enhancemen or feaure requess, your case will be closed and submied o Schneider Elecric s Porfolio group. You will be noified of his acion. Cusomer FIRST for Wonderware User Guide, April

35 Your enhancemen reques (defined as a reques for modificaion o an exising produc specificaion, a new produc feaure or funcion) will be logged as such and assigned a racking number which will hen be ed o you for reference. The nex sep is a review and prioriizaion of all enhancemen requess by he Schneider Elecric Porfolio group. These requess will hen ener he produc definiion cycle for upcoming releases of ha produc. Requiremens for a release are prioriized according o heir business value as deermined by he Porfolio Group. Requess and Eligibiliy for Sofware Fix A Fix is a sofware module designed o correc a single (ypically) sofware defec. Fixes may be esed via a full qualiy assurance process or be uni esed (i.e. minimally esed) o speed heir delivery o cusomers experiencing criical issues. Cusomers may reques a Fix, however, he final decision wih respec o he echnical feasibiliy and appropriaeness of providing a Fix ress wih Schneider Elecric. Fixes are subjec o he following requiremens; 1. A Fix mus be formally requesed by he cusomer. 2. Members of he Cusomer FIRST Program (Elie, Premium, Sandard and Primary) are eligible o reques Fixes. 3. I is a he sole discreion of Schneider Elecric o issue a Fix. Decisions will be based on feasibiliy, scope and complexiy and oher facors. Remoe Suppor Schneider Elecric uilizes proven remoe access echnologies o expedie resoluion of echnical suppor issues. These echnologies are uilized wih cusomer paricipaion, and used in a way ha ensures your sysems securiy. Using remoe access echnologies can dramaically improve he resoluion ime of your issues. WARRANTY VERSUS SUPPORT WHAT IS THE DIFFERENCE? Warrany Warrany proecion is defined by he consumer proecion laws of many counries. In generic erms, he purpose of a warrany is o esablish: For a specified period of ime, a Manufacurer s obligaions in he even ha a produc fails o maerially perform in accordance wih is specificaions when properly used. Warrany proecion is provided wih he purchase of a produc for a ime period specified by he manufacurer or seller. The cos o he manufacurer or seller for providing warrany proecion is generally no visible o he cusomer. Warrany duraion can vary in accordance wih consumer proecion law in he Cusomer FIRST for Wonderware User Guide, April

36 counry where a produc is sold. And, he seller or he manufacurer can dicae he exen o which warranies apply. Generally, a manufacurer s warrany erms will specify wheher hey will repair or replace a defecive produc. According o he consumer proecion laws of many counries, including he Unied Saes, if he seller or manufacurer becomes involved in assising he cusomer in diagnosing a malfuncion, he coss of ha assisance are he purchaser s responsibiliy. The manufacurer or seller is no obligaed o provide elephone suppor free of charge. If he manufacurer sends a service represenaive o he cusomer sie, he sie (i.e., he purchaser) is responsible for he labor and ravel expenses. The cusomer is also responsible for any shipping and handling coss involved in reurning a produc o is originaor for issue diagnosis, repair or replacemen. Individual manufacurers or sellers may provide more generous warrany erms, bu again, in many counries, hey do no have a legal obligaion o do so. Imporan: Schneider Elecric warrany coverage does no cover he labor associaed wih pars replacemen nor does i provide access o elephone suppor free of charge. To help ensure ha you benefi from an opimal firs year experience wih your new insallaion, Schneider Elecric recommends ha you supplemen your warrany wih enrollmen in he Cusomer FIRST Program. Suppor and Service Schneider Elecric offers Cusomer FIRST suppor and service coverage for he enire produc lifecycle, which includes he warrany imeframe. Prioriy access o exper suppor services can be sraegic o a successful iniial year of use. Wih Cusomer FIRST Program coverage, access o exper echnical suppor and comprehensive services will help ensure successful iniial operaion and on-going cusomer saisfacion LIFECYCLE AND SUPPORT POLICIES Schneider Elecric Produc Lifecycle discipline plays a srong underlying role in cusomer suppor. All producs move hrough lifecycle phases as hey age. Schneider Elecric cusomers can grealy benefi from having a clear undersanding of produc lifecycle phases, which have a direc relaionship o he supporabiliy of each produc. Each Schneider Elecric business provides consisen and predicable guidelines for produc suppor, compaibiliy, availabiliy and repair for is cusomers, providing excellen visibiliy as o where producs are in heir lifecycles. Each has esablished clear and predicable produc suppor imelines o enable cusomers o plan produc upgrades in advance of reaching obsolescence. This proacive approach Cusomer FIRST for Wonderware User Guide, April

37 provides a comprehensive view of produc lifecycle phases, phase ransiion iming, and available suppor during each phase. Informaion abou he producs currenly suppored in each lifecycle phase is posed on he respecive Schneider Elecric suppor websies, and we provide periodic noificaion of all produc ransiions from one lifecycle phase o he nex. Logon o he Schneider Elecric Sofware Global Cusomer Suppor Websie for Wonderware produc lifecycle informaion: hps://sofwaresupporsp.invensys.com/pages/wonderwareproduclifecycle.aspx Cusomer FIRST for Wonderware User Guide, April

38 SCHNEIDER ELECTRIC CUSTOMER FIRST PROGRAM TERMS AND CONDITIONS 1. General. The Cusomer FIRST Program for Schneider Elecric Sofware ( CFP ) is a fee-based sofware and hardware mainenance and suppor program. By paying he CFP Fee and paricipaing in he CFP, Cusomer agrees o all of he erms and condiions conained in he Schneider Elecric Proposal and hese Cusomer FIRST for Schneider Elecric Sofware Terms and Condiions (ogeher, he Agreemen ). Any new Sofware or Goods will be provided per Schneider Elecric General Terms and Condiions of Sale of Goods and Services and License of Sofware. 1.1 Definiions. (a) Goods shall mean all producs, equipmen, maerials, spare pars, hardware, supplies, and accessories defined and suppored under he Agreemen. (b) CFP Fee shall mean he fees described in he Schneider Elecric Proposal o be paid by Cusomer o Schneider Elecric. (c) Schneider Elecric Proposal shall mean he documen which may describe, among oher hings, he specific (i) suppor level chosen by he Cusomer, (ii) Services o be provided by Schneider Elecric, (iii) CFP Fee, (iv) paymen erms, and (v) Goods and/or Sofware covered under he Agreemen. (d) Sofware shall mean Schneider Elecric compuer sofware programs defined and suppored under he Agreemen in objec code form including firmware and cusom sofware, and insrucions manuals, specificaions and relaed documenaion in wrien or elecronic form, bu excluding Third Pary Producs, heir relaed insrucions manuals and documenaion, for which Schneider Elecric grans Cusomer a license and which are suppored under he Agreemen. The erms and condiions of he Sofware license shall be se forh in Schneider Elecric s end-user license agreemen applicable o he paricular Sofware a he ime of delivery or, if such Sofware does no include an end-user license agreemen a he ime of delivery, hen in accordance wih he Sofware license erms and condiions se forh in a wrien agreemen beween Schneider Elecric and Cusomer. (e) Services shall mean he suppor services described in he Schneider Elecric Proposal. (f) Specificaions shall mean he Schneider Elecric sandard specificaions applicable o he Goods and/or Sofware or he specific requiremens agreed upon, in wriing, beween Schneider Elecric and Cusomer in relaion o he Goods and Sofware. (g) Third Pary Producs shall mean producs and sofware of a hird pary vendor. If Third Pary Producs are supplied by Schneider Elecric o Cusomer, unless oherwise agreed in wriing by Schneider Elecric, such supply is Cusomer FIRST for Wonderware User Guide, April

39 made on a pass-hrough basis only and is subjec o he erms and condiions of he hird pary vendor, including bu no limied o warranies, licenses, indemniies, limiaion of liabiliy, prices and changes hereo. 2. Purchase. The CFP is priced-based on he value of Schneider Elecric Sofware licenses owned (or being purchased) by he Cusomer sie a he ime he CFP Fee is paid and he suppor level seleced by Cusomer, and, in he case of Goods, is based on he ype and number of Goods owned (or being purchased) by he Cusomer and he suppor level seleced by Cusomer a he ime he CFP Fee is paid. Following paymen of he CFP Fee, any new Sofware or Goods purchased by he Cusomer during he Agreemen erm mus be purchased wih coverage under he CFP, which will be pro-raed o expire a he same ime as he iniial expiraion dae. Alernaively, a Cusomer may op o back-charge applicable CFP Fees for he new Sofware and Goods a he ime of renewal, including back charges plus a minimum of one year agreemen duraion. Unless oherwise agreed in wriing by Schneider Elecric, Schneider Elecric reserves he righ o increase CFP Fees one ime per calendar year. Unless oherwise agreed upon in wriing, Cusomer shall reimburse Schneider Elecric for expenses incurred by Schneider Elecric o perform he Services, including bu no limied o ravel and living expenses. To enroll in and purchase he CFP (Sandard, Premium and Elie levels provide free sofware version upgrades) for Sofware only, a Cusomer mus possess (no necessarily be running) he mos curren version of Schneider Elecric Sofware as a prerequisie. If a Cusomer is running a non-curren / non-preferred version of Schneider Elecric Sofware, hey mus firs purchase an upgrade o he curren / preferred version. Schneider Elecric may offer incenives for Cusomers o purchase version upgrades. Excep as saed in Secion 8.2 (a), he CFP Fee for any iniial, renewal, proraed or oher erm is non-refundable. Unless oherwise saed in he Schneider Elecric Proposal, he CFP Fee and all oher fees and expenses under he Agreemen are due and payable by Cusomer wihin hiry (30) days of Cusomer s receip of Schneider Elecric s invoice. 2.1 Suppor Reinsaemen for Lapsed Enrollmen. Schneider Elecric srongly encourages Cusomers o renew heir Cusomer FIRST suppor enrollmen on ime; in oher words, prior o he expiraion dae. Cusomer s abiliy o access Schneider Elecric echnical suppor and service resources will expire wih he Cusomer FIRST agreemen end dae. Addiionally, should a lapse in suppor enrollmen occur, Cusomers may be assessed a reinsaemen fee. The amoun of he reinsaemen fee may increase he longer he enrollmen has lapsed. 3. Cusomer FIRST Program Levels for Schneider Elecric Sofware. The CFP porfolio offers a wide choice of offerings o mee Cusomer business requiremens. Specific program level benefis are described in he Schneider Elecric Proposal and he CFP User Guide. 4. Scope of Suppor. Schneider Elecric provides Services in accordance wih he Schneider Elecric lifecycle suppor policy applicable o he Agreemen-covered Sofware and Goods. The Schneider Elecric lifecycle policy is published on he Schneider Elecric brand suppor websies, and may be referenced in he Schneider Elecric Proposal and CFP Guide. Alhough Schneider Elecric and is Cerified Suppor Providers (hird paries reained by Cusomer FIRST for Wonderware User Guide, April

40 Schneider Elecric o provide Services o Cusomers under he CFP, including bu no limied o Auhorized Disribuors and oher suppor providers) may aemp o resolve issues arising in earlier Schneider Elecric goods or sofware versions, hey do no have any obligaion o do so under any suppor level in he CFP unless exended suppor for obsolee versions is available and purchased on a produc by produc basis. 4.1 Suppor Exclusions. (a) Unless oherwise agreed in wriing by Schneider Elecric, Schneider Elecric does NOT provide Services under he CFP for Third Pary Producs, including bu no limied o Crysal Repors. If Schneider Elecric services Third Pary Producs a Cusomer s wrien reques, Schneider Elecric s services shall be rendered AS-IS and wihou warrany of any kind and such services shall be for an addiional fee a Schneider Elecric s hen curren service raes. (b) Cusomer shall be responsible for paymen for Schneider Elecric equipmen and maerials if Cusomer s employees, agens, consulans or conracors working on Schneider Elecric equipmen or maerials causes malfuncion or failure of such equipmen or maerials. If such an even occurs, Schneider Elecric equipmen and maerials will be billed o Cusomer a he hen curren raes for such equipmen and maerials and Cusomer shall also pay Schneider Elecric for any associaed services as a resul of such malfuncion or failure. (c) Schneider Elecric and non-schneider Elecric sysem goods and sofware no specifically lised in he Schneider Elecric Proposal as covered under he suppor level purchased by Cusomer are NOT covered under he Agreemen. Technical assisance rendered via any means of personal communicaion (including bu no limied o elephone, facsimile, posal mail, , exing, and web-enabled cha), remoe connecion and diagnosis, maerial, labor or oher suppor assisance provided by Schneider Elecric o resolve an issue involving non-lised equipmen is chargeable o Cusomer a he hen-curren Schneider Elecric service raes. (d) Schneider Elecric will NOT provide Services on Schneider Elecric sofware or goods from or repaired by a non- Schneider Elecric-auhorized agen, disribuor, reseller or oher hird pary. If any issues occur ha are aribuable o hird-pary procured maerial or services, all work performed by Schneider Elecric will be subjec o invoicing a he hen-curren Schneider Elecric service raes. (e) Unless specifically purchased as an opion under he Agreemen and described in he Schneider Elecric Proposal, planning, insallaion, esing, and documenaion of expansions, modificaions and sofware upgrades of cusom applicaion or hird pary programs are NOT covered under he CFP. (f) Unless oherwise agreed in wriing by Schneider Elecric, Goods idenified as reired phase or due o become reired under he Schneider Elecric lifecycle suppor policy during he Agreemen erm will be excluded and will NOT be suppored. (g) Goods idenified as lifeime phase under he Schneider Elecric lifecycle suppor policy will be suppored for a maximum of one year. The produc lifecycle caegorizaion will be reviewed during he annual insalled produc Cusomer FIRST for Wonderware User Guide, April

41 assessmen o deermine wheher i is anicipaed ha he produc(s) will move o he obsolee phase during he nex 12 monhs. (h) All decisions made by Cusomer relaing o he implemenaion of Schneider Elecric s advice and recommendaions are he sole responsibiliy of Cusomer. To he exen Services are of an advisory naure, no specific business resul is assured or guaraneed. 5. Access o Faciliies and Equipmen. The Cusomer will furnish a no cos o Schneider Elecric suiable and safe working space, sorage space, adequae elephone, ligh, venilaion, regulaed elecric power, and oules for esing purposes. These faciliies will be wihin a reasonable disance from Goods or Sofware covered under he Agreemen. Schneider Elecric shall have full and free access o he Goods and Sofware in order o provide any on-sie correcive suppor Services under he Agreemen. Cusomer will idenify person(s) who will inerface wih he Schneider Elecric or oher designaed suppor cener under he erms of he Agreemen. Any mainenance or repair services performed on he Goods or Sofware by Cusomer or hird pary personnel resuling in addiional maerial or correcive suppor service requiremens by Schneider Elecric will be invoiced a hen curren ime and maerial service raes. 6. Remoe Services Securiy. (Applicable o sysems using RemoeWach or legacy Schneider Elecricproprieary Remoe Services) Remoe Services communicaion will be conduced only by Schneider Elecric rained specialiss working in a secured area using auhorized conneciviy equipmen wih securiy and auo log-on feaures. Access by Schneider Elecric o he Cusomer s sysem from he RemoeWach Server is permied only via Cusomer-mainained securiy credenials. All session screen informaion will be recorded and archived by Schneider Elecric wih dae and ime samp. Daa indicaing healh saus of he Cusomer sysem will be ranspored via a connecion iniiaed from he RemoeWach Services server. Any work accomplished on a cusomer sysem mus be auhorized by a cusomer represenaive. Communicaion processors, rouers, modems and oher equipmen used in conjuncion wih Remoe Services are he propery of Schneider Elecric and shall be reurned o Schneider Elecric upon erminaion of he Agreemen. 7. On-Sie Services. (a) Services or ravel in excess of normal workday, and any Services or ravel on Saurdays, Sunday or naionally observed holidays shall be invoiced by Schneider Elecric as defined by local pracice, or by labor law as applicable, or as defined in a wrien agreemen beween Schneider Elecric and Cusomer. The normal work day shall be defined by local pracice, or by labor law as applicable, or as defined in a wrien agreemen beween Schneider Elecric and Cusomer. (b) Unless oherwise agreed in wriing by Schneider Elecric and Cusomer, all on-sie Services will be billed o Cusomer a he hen curren Schneider Elecric service raes. There shall be a minimum charge of four (4) hours where hourly raes are applicable, or one (1) day where daily raes are applicable for service and ravel ime. Cusomer FIRST for Wonderware User Guide, April

42 (c) When shif work oher han he normal workday is required, a premium rae shall be added for Services during he oher shifs and an addiional premium shall be added for work in excess of normal workday during hese oher shifs, in accordance wih local pracice, or labor law as applicable, or as defined in a wrien agreemen beween Schneider Elecric and Cusomer. (d) Service ime commied in advance by Schneider Elecric on he basis of pre-specified number of days shall no be deemed o include overime or shif work. If overime or shif work is required on such commimens, he prespecified ime so commied in advance shall be appropriaely reduced. (e) Unless he Schneider Elecric represenaive has been released from he job sie, or has compleed his assignmen, he Cusomer will pay Schneider Elecric charges compued as if he Schneider Elecric represenaive was working a normal work week, regardless of wheher or no he represenaive is prevened from working due o delays beyond his conrol. (f) Release from he job sie shall enile he represenaive o reurn o his poin of origin, wih ravel ime and expenses chargeable o Cusomer. (g) Sandby ime is defined as ha ime during which an Schneider Elecric represenaive is requesed o remain in readiness and available for Services commencing a he convenience of he Cusomer. Such ime shall be considered as ime worked, wheher or no he represenaive is a he job sie, and Cusomer will be billed accordingly. If sandby ime is ouside normal working hours, overime raes will be applicable. Sandby ime will be added o ime acually worked for he compuaion of overime charges, ec. (h) The Schneider Elecric represenaives reserve he righ o refuse o work under hazardous condiions. All saging and rigging required for access o equipmen o be serviced shall be ereced by and a he expenses of Cusomer or hird paries and shall comply wih reasonable safey requiremens. The Schneider Elecric represenaive shall comply wih all plan safey regulaions given o such represenaive in wriing. However, any proecive clohing or equipmen, excep he sandard safey ha, required by Cusomer regulaions shall be provided by Cusomer a Cusomer s sole cos. (i) Schneider Elecric represenaives are auhorized o ac only in a consuling capaciy and are no auhorized or licensed o operae equipmen. All responsibiliy for operaing equipmen shall res wih Cusomer or hird paries. (j) Unless oherwise agreed in wriing by Schneider Elecric, all pars idenified as requiring replacemen during a nonwarrany relaed service call shall be invoiced a Schneider Elecric s curren lis prices. 8. Term. The erm of he Agreemen shall be as saed in he Schneider Elecric Proposal ( Term ). Nowihsanding anyhing else in a Cusomer purchase order or oher order documen, or if he Cusomer purchase order or oher order documen is issued for a period of less han he Term of his Agreemen, Cusomer agrees ha he Term of he Agreemen shall be he saed Term, and such Term shall ake precedence over any oher period saed elsewhere. If Cusomer issues a Cusomer purchase order or oher order documen for less han he full Term, Cusomer s failure Cusomer FIRST for Wonderware User Guide, April

43 o issue a subsequen Cusomer purchase order or oher order documen for he remainder of he Term shall be considered a Terminaion for Convenience pursuan o Secion 8.2(b) hereafer. Thereafer, subjec o he oher limiaions and requiremens described in he Schneider Elecric Proposal and herein, he Agreemen may be renewed for fuure erms. Renewal of he Agreemen requires he muual wrien consen of Cusomer and Schneider Elecric. All sofware licenses and Goods for a given Schneider Elecric brand (including bu no limied o Avanis, Euroherm, Foxboro, SimSci, Triconex and Wonderware) a a paricipaing sie mus be covered under he CFP during he iniial erm or any renewal or proraed erms. 8.1 Terminaion. The Agreemen may be erminaed by Schneider Elecric and all Services under he CFP sopped if: (a) Cusomer has breached any of is maerial obligaions under he Agreemen and has no cured such breach wihin hiry (30) days of receip of a noice of defaul from Schneider Elecric; (b) Cusomer has breached any of is maerial obligaions under any Schneider Elecric end user licensing agreemen and Cusomer has no cured such breach wihin hiry (30) days of receip of a noice of defaul from Schneider Elecric; (c) Cusomer does no use he Services for is own inernal business purposes or uses he Services o provide similar services relaed o he Sofware or Goods o any hird pary and Cusomer has no cured such breach wihin hiry (30) days of receip of a noice of defaul from Schneider Elecric; or, (d) Cusomer fails o pay he CFP Fee when due and Cusomer has no cured such breach wihin en (10) days of receip of a noice of defaul from Schneider Elecric. 8.2 Terminaion For Convenience. (a) Schneider Elecric may a any ime, wihou cause, erminae he Agreemen and sop all Services under he CFP, by giving Cusomer niney (90) days wrien noice of such erminaion. If Schneider Elecric elecs o erminae under his Secion 8.2(a) prior o he end of he hen-curren Agreemen erm, hen Cusomer shall be eniled o a pro-raed refund of CFP Fees acually paid by Cusomer o Schneider Elecric. (b) Cusomer may erminae he Agreemen wihou cause by giving Schneider Elecric niney (90) days wrien noice of such erminaion prior o he specified erminaion dae. Upon erminaion of he Agreemen, Cusomer shall pay Schneider Elecric (i) all fees and expenses (including bu no limied o CFP Fees) earned or incurred in connecion wih he performance of he Services under he Agreemen unil he effecive dae of such erminaion ( Fees and Expenses ); (ii) any and all reasonable coss direcly relaed o Cusomer s erminaion pursuan o his provision, including coss associaed wih personnel reassignmen, ravel and oher adminisraive requiremens, which erminaion coss equal 25% of he remaining balance of he oal Agreemen value and (iii) a Terminaion Fee equal o 2.5 % of he Agreemen value. Cusomer FIRST for Wonderware User Guide, April

44 8.3 No Damages for Terminaion. Schneider Elecric will no be liable o Cusomer for any claims or damages of any kind arising ou of erminaion of he Agreemen in accordance wih Secions 8.1 ( Terminaion ) or 8.2 ( Terminaion For Convenience ). 9. Suspension of Services. Wihou prejudice o oher remedies available by law, Schneider Elecric reserves he righ o suspend Services if Cusomer does no comply wih is obligaions under he Agreemen. 10. Work Produc and Residual Righs. Work Produc means any new or useful ar, discovery, improvemen, deliverable, process, invenion, modificaion, enhancemen, produc, sofware, wheher or no copyrighable or paenable, inclusive of all relaed know-how, rade secres, and any oher angible or inangible echnical maerial or informaion. Any Work Produc developed under he Agreemen is no o be considered made-for-hire under he Unied Saes Copyrigh Ac and, a all sages of developmen, will remain he sole and exclusive propery of Schneider Elecric. Cusomer furher agrees ha i will ake all acions and execue and deliver all documens requesed by Schneider Elecric in order o evidence Schneider Elecric s righs in and o he Work Produc. I is agreed and undersood ha Schneider Elecric is oherwise free o use is general knowledge, skills and experience and any general ideas, conceps or know-how and echniques relaed o or derived from he performance of Services under he Agreemen Confidenial Informaion. Confidenial Informaion shall mean any and all informaion in any form ha disclosing pary provides o receiving pary in he course of he Agreemen and ha eiher (i) has been marked as confidenial; or (ii) is of such naure ha a reasonable person would consider confidenial under like circumsances. Nowihsanding he foregoing, Confidenial Informaion shall no include any informaion, however designaed, which he receiving pary can show (a) is or has become generally available o he public wihou breach of he Agreemen by he receiving pary, (b) became known o he receiving pary prior o disclosure o he receiving pary by he disclosing pary, (c) was received from a hird pary wihou breach of any nondisclosure obligaions o he disclosing pary or oherwise in violaion of he disclosing pary s righs, or (d) was developed by he receiving pary independenly of any Confidenial Informaion received from he disclosing pary. Addiionally, Confidenial Informaion does no include work produc resuling from he Services performed hereunder. Each pary or hird pary whose Confidenial Informaion has been disclosed reains ownership of is Confidenial Informaion. Each pary agrees o (i) proec he Confidenial Informaion received from he disclosing pary in he same manner as i proecs he confidenialiy of is own proprieary and confidenial maerials bu in no even wih less han reasonable care; (ii) use he Confidenial Informaion received from he disclosing pary only in furherance of he business relaionship beween he paries. Upon erminaion of he Agreemen or upon wrien reques submied by he disclosing pary, whichever comes firs, he receiving pary shall reurn or desroy, a he disclosing pary s choice, all of he disclosing pary s Confidenial Informaion. Neiher pary shall, excep wih respec o is employees, conracors or agens wih a need o know for purposes of he Agreemen, disclose o any person any Confidenial Informaion received from he disclosing pary wihou he disclosing pary s prior wrien consen. However, he receiving pary may disclose Confidenial Informaion pursuan o an order of a cour or governmenal agency, provided ha he receiving pary shall firs noify he disclosing pary of such order and afford he disclosing pary he opporuniy o seek a proecive order relaing o such disclosure. Cusomer FIRST for Wonderware User Guide, April

45 A receiving pary s obligaions hereunder, including he obligaions o proec and preserve he secrecy of Confidenial Informaion delivered hereunder will survive any erminaion or expiraion of he Agreemen for a period of five (5) years from he dae of disclosure. 11. Limied Warranies and Exclusive Remedy. Services will be performed in a professional manner and warraned for a period of 90 days from he dae of Service. Schneider Elecric warrans ha any pars, for Goods which are supplied while performing Services under he Agreemen, will be free from maerial defecs for a period of 90 days following delivery of such pars. Addiionally, Schneider Elecric warrans ha any Sofware upgrades, paches, service packs, quick fix, quick cusom, or correcive fixes which are supplied while performing Services under he Agreemen, will be free from maerial defecs for a period of 90 days following delivery of such Sofware upgrades, paches, service packs, quick fix, quick cusom or correcive fixes. For any breach of hese warranies, a Cusomer s exclusive remedy, and Schneider Elecric s enire liabiliy, shall be he reperformance of he Services or repair or replacemen of such pars, Sofware upgrades, paches, service packs, quick fix, or quick cusom. DISCLAIMER OF ALL OTHER WARRANTIES THE WARRANTIES ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. NO ORAL OR WRITTEN INFORMATION OR ADVICE GIVEN BY INVENSYS, ITS DEALERS, DISTRIBUTORS OR AGENTS OR EMPLOYEES SHALL CREATE A WARRANTY OR IN ANY WAY INCREASE THE SCOPE OF THE WARRANTIES SET FORTH ABOVE AND CUSTOMER MAY NOT RELY ON ANY SUCH INFORMATION OR ADVICE. INVENSYS DOES NOT WARRANT THAT THE SOFTWARE OR GOODS WILL MEET CUSTOMER S REQUIREMENTS, THAT THE SOFTWARE OR GOODS WILL OPERATE IN COMBINATIONS OTHER THAN AS SPECIFIED IN INVENSYS DOCUMENTATION, THAT THE OPERATION OF THE SOFTWARE OR GOODS WILL BE UNINTERRUPTED OR ERROR-FREE OR THAT THE SOFTWARE, GOODS OR SERVICES, INCLUDING BUT NOT LIMITED TO CYBER SECURITY SERVICES, WILL PROTECT AGAINST ALL POSSIBLE SECURITY THREATS, INTERNET THREATS OR OTHER THREATS OR INTERRUPTIONS. 12. Liabiliy Limiaion and Exclusion of Damages. In no even shall Schneider Elecric be liable for any indirec, incidenal, special, puniive or consequenial damages, or damages for loss of profis, revenue, daa or use, incurred by a Cusomer or hird pary, wheher in an acion in conrac or or, even if Schneider Elecric has been advised of he possibiliy of such damages. Schneider Elecric s liabiliy for damages hereunder or relaing hereo (wheher in an acion in conrac or or) shall in no even exceed he amoun of fees paid o Schneider Elecric by Cusomer wih respec o he Services provided o Cusomer wihin he 12 monh period prior o he ime such liabiliy arose. The provisions of his Secion 12 allocae he risks beween Schneider Elecric and a Cusomer and Schneider Elecric s pricing reflecs his allocaion of risk and he limiaion of liabiliy specified herein. 13. Taxes. CFP Fees and oher fees due under he Agreemen do no include sae, federal, local sales ax, use, excise, valued added or oher similar axes, all of which will be paid by Cusomer. Cusomer FIRST for Wonderware User Guide, April

46 14. Relaionship of Paries. The paries o he Agreemen are independen conracors. There is no relaionship of agency, parnership, join venure, employmen, or franchise beween he paries. Neiher pary nor is employees has he auhoriy o bind or commi he oher pary in any way or o incur any obligaion on is behalf. 15. Cusomer s Obligaions. (a) Cusomer shall indemnify, hold harmless and defend Schneider Elecric from and agains any claims, damages or liabiliies assered by any hird pary agains Schneider Elecric as a resul of Schneider Elecric s access o Cusomer s or Third Pary Producs including bu no limied o claims, damages or liabiliies for infringemen of any hird pary s inellecual propery righs. (b) Schneider Elecric s performance depends upon Cusomer s imely and effecive cooperaion, including providing Schneider Elecric wih reasonable faciliies, imely access o appropriae daa and informaion, imely decisions and approvals and appropriaely skilled Cusomer personnel. Schneider Elecric will no be liable for any failure o perform Services under he Agreemen, o he exen ha he failure is caused by Cusomer s lack of cooperaion. Schneider Elecric may rely upon he accuracy and compleeness of daa, maerial, and oher informaion furnished by Cusomer, wihou any independen invesigaion or verificaion. 16. Severabiliy. If any provision of he Agreemen is deermined by a cour of compeen jurisdicion o be in violaion of any applicable law or oherwise invalid or unenforceable, such provision will o such exen as i will be deermined o be illegal, invalid or unenforceable under such law be deemed null and void. The Agreemen will oherwise remain in full force and effec. 17. No Implied Waivers. The failure of eiher pary o exercise any righ or opion graned under he Agreemen, or o require he performance by he oher pary hereo of any provision of he Agreemen, will no preven a subsequen exercise or enforcemen of such provisions or be deemed a waiver of any subsequen breach of he same or any oher provision of he Agreemen. 18. Assignmen. Cusomer may no assign he Agreemen, in whole or in par, wihou Schneider Elecric s prior wrien consen. Any aemp o assign he Agreemen wihou such consen will be null and void. Subjec o he foregoing, he Agreemen will bind and inure o he benefi of each pary's permied successors and assigns. 19. Translaion. The language of he Agreemen is expressly sipulaed o be English. In he even ha he Agreemen is ranslaed ino anoher language, he English language version of he Agreemen shall govern for purposes of inerpreaion and enforcemen. 20. Force Majeure. Excep for paymens due under he Agreemen, neiher pary will be responsible o he oher for any failure or delay in is performance due o acs of God or oher unforeseen circumsances beyond he reasonable conrol of eiher pary, provided ha such pary gives promp wrien noice hereof o he oher pary and uses is diligen effors o resume performance. Cusomer FIRST for Wonderware User Guide, April

47 21. Compliance. (a) Resriced Righs Legend - U.S. Governmen Users. The sofware is a "commercial iem" as ha erm is defined a 48 CFR (Ocober 1995), consising of "commercial compuer sofware" and "commercial compuer sofware documenaion", as such erms are used in 48 CFR (Sepember 1995), and is provided o he U.S. Governmen only as a commercial end iem. Consisen wih 48 CFR and 48 CFR hrough (June 1995), all U.S. Governmen End Users acquire he Sofware wih only hose righs se forh herein. Conracor / manufacurer is Schneider Elecric Sofware, LLC, Rancho Parkway Souh, Lake Fores, CA Telephone: (949) (b) Expor Resricions. Cusomer agrees o comply fully wih all applicable inernaional and naional expor laws and regulaions, including he U.S Expor Adminisraion Regulaions and he Office of Foreign Asse Conrol Regulaions, as well as end-use and desinaion resricions issued by he U.S and foreign governmens o assure ha neiher he Sofware nor Goods nor any direc produc hereof are (i) expored, direcly or indirecly, in violaion of expor laws; or (ii) are inended o be used for any purposes prohibied by he expor laws. 22. Governing Law and Dispue Resoluion. The Agreemen shall be governed by and consrued in accordance wih he laws of he Sae of California, USA, wihou regard o he conflic of laws provisions hereof. The Unied Naions Convenion on Conracs for he Inernaional Sale of Goods shall no apply o he Agreemen. The governing language for he Agreemen shall be English, and no concurren or subsequen ranslaion of he Agreemen ino any language shall modify any erm of he Agreemen and he English language version of he Agreemen shall conrol in he even of conflic. Any claim arising ou of or relaing o he Agreemen, or he breach hereof, shall be seled by final and binding arbiraion adminisered by he American Arbiraion Associaion ( AAA ) in accordance wih is Commercial Arbiraion Rules and is Opional Procedures for Large, Complex Commercial Dispues. The arbiraion shall be heard and deermined by a panel of hree (3) arbiraors seleced by he AAA. The arbiraors shall have exclusive auhoriy o resolve any and all dispues relaing o procedural and subsanive quesions of arbirabiliy, including bu no limied o, choice of venue and choice of law issues, and he formaion, inerpreaion, applicabiliy, scope, and enforceabiliy of his agreemen o arbirae. The paries shall be eniled o conduc discovery in accordance wih he Federal Rules of Civil Procedure under he supervision of he arbiraors. The arbiraion proceeding shall occur in Orange Couny, California. The paries shall equally share he arbiraors fees, and he arbiraion and all relaed proceedings and discovery shall ake place pursuan o a proecive order enered by he arbiraors ha adequaely proecs he confidenial naure of he paries proprieary and confidenial informaion. The prevailing pary in such arbiraion shall be eniled o recover is reasonable aorney s fees. In no even shall any arbiraion award provide a remedy beyond hose permied under he Agreemen, and any award providing a remedy beyond hose permied under he Agreemen shall no be confirmed, no presumpion of validiy shall aach, and such award shall be vacaed. No claim may be brough as a class acion, combined or consolidaed wih any oher proceeding, nor may any proceeding be pursued in a represenaive capaciy or on behalf of a class. Neiher pary has he righ o ac as a class represenaive or paricipae as a member of a class of claimans wih respec o any claim. Eiher pary may, wihou waiving any remedy under he Agreemen, seek from any cour of compeen jurisdicion any inerim or provisional relief ha such pary deems necessary o proec is confidenial informaion and Cusomer FIRST for Wonderware User Guide, April

48 propery righs, pending he esablishmen of he arbiral ribunal (or pending he arbiral ribunal's deerminaion of he meris of he claim). 23. Survival of Provisions. The Secions of he Agreemen ha by heir naure survive expiraion or erminaion of he Agreemen include bu are no limied o he following Secions: Secion 8.3 ( No Damages For Terminaion ), Secion 10 ( Work Produc and Residual Righs ), Secion 10.1 ( Confidenial Informaion ), Secion 11 ( Limied Warranies and Exclusive Remedy ), Secion 12 ( Liabiliy Limiaion and Exclusion of Damages ), Secion 13 ( Taxes ), Secion 15 (a), Secions and Secions Enire Agreemen. The Agreemen consiues he enire agreemen beween he paries relaing o is subjec maer and supersedes all prior or conemporaneous represenaions, undersandings or agreemens wheher wrien or oral, relaing o is subjec maer. The Agreemen may be amended or modified only by a wriing ha is signed by auhorized represenaives of boh paries. The Agreemen may be execued in counerpars, each of which will be deemed an original, bu all of which ogeher will consiue one and he same insrumen. No erms, provisions or condiions of any reques for proposal, purchase order, acknowledgemen or oher business form ha Cusomer may use in connecion wih he Agreemen will have any effec on he righs, duies or obligaions of he paries hereunder, or oherwise modify, he Agreemen, regardless of any failure of Schneider Elecric o objec o such erms, provisions or condiions. Cusomer FIRST for Wonderware User Guide, April

49 APPENDIX A TECHNICAL SUPPORT CONSULTING SERVICES Wonderware Applicaions Suppor On-sie or remoe suppor ha assiss he cusomer in uilizing good engineering pracices o leverage he capabiliies of Wonderware sofware. The provided services may include a sysem applicaion archiecure and applicaion model and code review; good engineering pracice guidance; guidance on new produc offerings capabiliies and feaures and cusomer specific suppor. Wonderware Sysem Healh Check On-sie or remoe suppor o perform a Wonderware Sysem healh check of he cusomer s sysem. The provided services include sofware healh check o examine he Wonderware and sysem loggers; evaluaion of insalled Wonderware sofware revision levels; sofware healh check will deermine which sysems need updaes. On-Sie Technical Suppor for Wonderware Sysem On-sie echnical service suppor o roubleshoo a Service Reques (S.R.) relaed issue. Wonderware Sysem Securiy Audi - On-sie or remoe consuling suppor o review he cusomer s auomaion enerprise design as relaed o securiy, Wonderware applicaion securiy implemenaion, review cusomer informaion echnology policies in regard o defense-in-deph, bes pracices, pach managemen, corporae securiy policies and procedures relaed o auomaion sysems, and make recommendaions on acions needed o mainain he securiy model for he Wonderware applicaions and conneced legacy/unsecurable devices wihin he sysem. Wonderware Sysem Sofware Migraion Review On-sie or remoe suppor o provide guidance o enable he cusomer o achieve quick and efficien migraion o new releases and echnology. The provided services include a review and analysis of exising Wonderware produc applicaion revision levels; idenificaion of migraion pahs; migraion projec sar-up and rampup assisance and recommendaions o uilize new produc feaures Cusomer FIRST for Wonderware User Guide, April

50 APPENDIX B FLEXIBLE SERVICES FUND POLICY Flexible Services Fund can be used for: The following labor-based services associaed wih Cusomer FIRST Suppor and Services Agreemen feaures: o On-sie Correcive Assisance o Consuling Services provisioned under he Cusomer FIRST Suppor and Services Agreemen Schneider Elecric service personnel ravel hours o/from he cusomer sie Travel and living expenses relaed o Cusomer FIRST Suppor and Services Agreemen feaures Flexible Services Fund canno be used for: Consuling Services no provisioned under he Cusomer FIRST Suppor and Services Agreemen Labor hours for any aciviies, producs, sofware, programs and soluions no relaed o Cusomer FIRST Suppor and Services Agreemen feaures Travel and living expenses no relaed o Cusomer FIRST Suppor and Services Agreemen feaures The following erms and condiions apply o he Flexible Service Fund: 1) The Flexible Services Fund may be provisioned by he cusomer for a value ha will accrue during he coverage period of he Cusomer FIRST Mainenance and Services Agreemen, in accordance wih he erms of he Agreemen. Allocaion o he Flexible Services Fund may differ each year wihin a muli-year Agreemen. 2) Cusomer s conribuion o he Flexible Services Fund will be made ogeher wih Agreemen paymens in accordance wih he agreemen billing schedule. I may be increased or decreased a renewal of he Agreemen. Cusomer s conribuion canno be cancelled during he annual erm or muli-year coverage period. 3) The scope of services usage can be defined a any ime prior o, or during, he Agreemen coverage period. Delivery of services mus be aken wihin he coverage period. 4) As applicable services are provided, he selling price will be deduced from he Flexible Services Fund. Once he Flexible Services Fund s value has been fully used, no furher services can be applied. If desired, cusomer may replenish funding for use during he remainder of he coverage period. 5) A Agreemen expiraion, unused Flexible Services Fund balance a) may be rolled forward, esablishing a beginning balance in he Flexible Services Fund upon renewal of he Agreemen for he nex coverage period b) canno be applied o he Agreemen iself on renewal c) will no be refunded o he cusomer. 6) If he Agreemen is erminaed prior o is expiraion dae, accrued unused Flexible Services Fund balance will no be refunded o he cusomer. 7) If he Agreemen is erminaed prior o is expiraion dae, a lump-sum invoice will be issued for Flexible Services Fund usage above he accrued cusomer conribuion. Cusomer FIRST for Wonderware User Guide, April

51 APPENDIX C CUSTOMER FIRST FOR SOLUTIONS Suppor Transiion Services Soluion Suppor Engineers (SSEs) engage in he pre-producion projec delivery phases o gain an in-deph knowledge and undersanding of he soluion and inegraion poins. This process helps o ransiion experise and ulimaely ensures coninuiy of suppor for your engineered soluion long afer he implemenaion eam complees he projec. Applicaion Suppor Each applicaion is unique and may include cusom-developed feaures and funcionaliy ha ulimaely address he business requiremens. Our knowledgeable soluion suppor eam is readily available should a clien experience an issue wih he applicaion. They will focus on he applicaion-specific aspecs of he soluion, providing efficien resoluion and improving plan performance. Inegraion Suppor Inegraion of fron office business sysems wih manufacuring applicaions is ofen required, and sharing daa beween sysems is frequenly accomplished via cusom-developed inerfaces ha become criical o he overall operaion. The soluion suppor eam akes ownership of he inegraion and will fully suppor and quickly respond o any issue ha disrups he daa flow beween business sysems, hus minimizing any impac on he producion environmen. Cusomer FIRST for Wonderware User Guide, April