COMPREHENSIVE SERVICES WITH FLEXIBLE OPTIONS

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1 Program Guide OUR MISSION: YOUR SUCCESS With over 100 years of experience, Invensys has established core competencies in engineering innovative product solutions and supporting our customers business goals. We are committed to helping you achieve Operational Excellence; helping you to be more agile, more efficient, more effective and more competitive, with outstanding, innovative open systems and world class support and services. Operating at continuous peak performance means no unpleasant surprises, and rapid recovery if problems should occur; anything less can mean increased costs and missed opportunities. The Customer FIRST program offers a rich portfolio of essential services to help you achieve operational excellence through maximum system performance and reliability. The Customer FIRST program is designed to help you improve operational performance, maximize asset performance, protect critical investments and reduce total cost of ownership. Whether planning a new installation, running stable operations with no desire to change anything, keeping your systems up to date with the latest updates or preparing for a major upgrade to your existing installation, Customer FIRST membership provides you with comprehensive services and flexible options to choose exactly the right kind of program to suit your business needs.

2 COMPREHENSIVE SERVICES WITH FLEXIBLE OPTIONS Whether you have modest needs for support, or demand the most comprehensive and responsive support available, the Customer FIRST Elite, Premium, Standard and Primary membership levels provide you with a broad range of services. With each program level, Customer FIRST provides optional services to tailor your membership to your exact requirements. Technical Support All Customer FIRST membership levels provide access to expert technical support during normal business hours via Invensys Customer Support centers. Emergency support is also available outside of normal business hours for situations that involve loss or potential loss of an essential function such as a production line, system or plant down situation. On-site Technical Support When your needs go beyond telephone and remote support, Customer FIRST offers you a choice of hands-on corrective assistance at your site with options of response time commitment to suit the needs of your business including a 4 hour en route response option. From cure to prevention, Customer FIRST provides you with options for On-site Preventive Maintenance visits for owners of all Control and Safety systems offered by Invensys Operations Management. When you absolutely have to have an expert on hand, Customer FIRST provides you with the option of a full-time or part-time resident Invensys Service Engineer or Consultant to increase your on-site engineering capacity and to help you to manage, plan and coordinate overall Invensys systems, applications and service-related activities. Hardware Maintenance Customer FIRST membership gives I/A Series system customers a 50% discount on purchase of new hardware under the Advantage Upgrade Program, which also offers a substantial incentive for returning existing equipment to Invensys. Managing spare parts efficiently can be a real challenge. To help you keep spare inventory costs down, the Module Exchange Program (Elite, Premium levels) or the Module Reserve Program (Standard level) makes refurbished material readily available. Should you need to replace malfunctioning equipment, upon your request, the Module Exchange Program will ship a replacement unit in advance exchange for the malfunctioning component. The Module Reserve Program will likewise ship a replacement unit, following receipt of the malfunctioning component at a location designated by Invensys. For critical production lines, you may prefer to ensure that spare parts at the current revision level are available at the instant they are needed. The Parts Management Program begins with a thorough system configuration review. Invensys will make a recommendation for critical spare material to be dedicated to your site. Membership in Customer FIRST also provides you with a discount on the purchase of new equipment intended for your spare parts inventory. Software Maintenance Sometimes the resolution to a reported problem requires implementation of a maintenance release or singleissue fix. Customer FIRST provides software version upgrades (license and media), maintenance releases, software patches and corrective fixes to Elite and Premium level customers. Standard and Primary level customers receive the benefit of accessibility to all intra-level releases. Need an offline test system? Customer FIRST provides you with the option of a 50% discount on all off-line test, development or disaster recovery system licenses.

3 Lifecycle Management All Customer FIRST members can receive an annually-generated lifecycle assessment report that provides a snapshot of valuable information regarding the current state of your Invensys system configuration, including the Invensys system lifecycle phase of each component. With the Upgrade Planning Roadmap service, Invensys will work with you to develop an annually updated, high-level upgrade roadmap for your site. Remote Services Customer FIRST RemoteWatch continuously monitors your system to identify performance and configuration issues before they become problems. The RemoteWatch service can greatly reduce the time taken to detect anomalies and will alert Invensys experts to analyze symptoms, determine root causes and direct corrective actions. RemoteWatch services are available for I/A Series system Version 7.x and up, InFusion and reactive support for SCADA systems. Supplementing the Summary Usage reports, RemoteWatch Site History Reports detail site activity as recorded in the Invensys Service case management system. Training & Consulting Invensys Learning Services provides you with extensive choices of scheduled instructor lead classroom training, custom training classes, online and multimedia training courses. Invensys can also work with Customer FIRST members to develop specialized training curricula to fulfill your requirements. Events Invensys hosts an annual Invensys Operations Management Customer Event exclusively for Premium and Elite Level Customer FIRST program members. This is a tremendous opportunity to meet with Invensys engineering, development, executive management and technical support staff, as well as to discuss corporate direction and preview emerging software and hardware solutions. Flexible Funding Great Solutions, Great Services and now flexible options for funding them! With Flexible Services Fund, Flexible Material Fund, Training Growth Fund, and Advantage Upgrade Fund, Customer FIRST membership provides you with convenient, hasslefree, pre-paid flexible spending funds to meet your services, materials and training requirements. With the Training Growth Fund, Invensys will even match your training investment dollar for dollar, effectively halving your training costs, up to 10% of the cost of your membership agreement (Foxboro, InFusion, Triconex, SimSci-Esscor). The Advantage Upgrade Fund allows you to build a fund for planned upgrades; it gives eligible customers the flexibility to add new technologies in manageable increments, and start reaping the benefits of technology upgrades. To make planning easier and to help you avoid the administrative headaches of multiple approval cycles, you also have the option to include prepaid blocks of Consulting and Site engineering services at substantial discounts off of list rates with your membership agreement.

4 Customer FIRST is so much more than technical support; Customer FIRST is a comprehensive program to help you achieve operational excellence: Protect Critical Investments by effectively maintaining hardware and software systems. Maximize Asset Performance by reducing downtime and maximizing performance levels. Reduce Total Cost of Ownership through innovative discounts and flexible funding options. Improve Operational Performance by leveraging Invensys resources to drive added value and discover new ways to improve performance. SUCCESS STARTS HERE Customer FIRST gives you the resources for success. Program membership gives you access to expert technical consultation, extensive online resources, training opportunities and exclusive member events. Customer FIRST couples these benefits with discounts on labor services and spare parts to give you a great start. You can simplify anticipated purchasing needs by embedding pre-paid Training, Services, and Materials funds into your initial Customer FIRST program membership. Customer FIRST program membership grows with you as your implementation matures to ensure that your system evolves as your business grows, and you stay on the path to success. SMOOTH RUNNING Fixing problems is great but preventing them is even better - Proactively identify potential system performance issues and eliminate them with RemoteWatch monitoring services. Feel secure that essential spare parts will be available where you need them, when you need them, to keep your systems up and running. With Customer FIRST membership, Invensys can ship refurbished material from inventory, or help you maintain your own parts inventory. KEEPING CURRENT Maximize your investment in Invensys products by keeping them current. Customer FIRST allows you to maintain your system at the preferred lifecycle level, enabling greater performance when using the latest new features. Customer FIRST offers early planning and expert guidance, coupled with an extensive training curriculum for fast, smooth, upgrades. Customer FIRST gives you access to extensive online resources, consultants and exclusive events where you can learn directly from the experts about what s new and how to put upgrades to work fast for your business. ONWARD AND UPWARD Take your Invensys solutions to the next level of efficiency and effectiveness, with upgrade planning advice from the experts and an extensive training curriculum to help you prepare. The Customer FIRST Upgrade Planning Roadmap service can help you plan your upgrades for the best possible timing and success for your business. Customer FIRST On-site assistance services help you reach your growth goals quickly and efficiently. Optimize your spending by taking advantage of great Customer FIRST discounts on Upgrades, Materials and Services. You can even embed the costs of planned services, training and materials into a single, simple Customer FIRST program membership with Flexible spending funds.

5 Invensys Customer FIRST Included Services PRIMARY STANDARD PREMIUM ELITE Common Elements Business Hours Technical Support (normal local business hours) Web Support Knowledgebase, Online Training*, Proactive Communications Annual Lifecycle Assessment Report Upgrade Planning Roadmap En route response commitment for Onsite Corrective Assistance NBD* NBD* 24 hours* 4 hours* Discount on Consulting Services (when purchased with Service Agreement) Emergency 24 Hour Technical Support (24/7/365) Support Usage and Summary Reports Number of Contract Management/Performance reviews per year 2 4 Dedicated Customer Portal Technical Account Management Team Complimentary Invitations to Invensys Operations Management Customer Events 2 5 Block of Consulting Services included 16 hours 24 hours Proactive Technical Consulting Cyber Security Readiness Workshop Software Elements Software maintenance releases, service packs, patches and updates Software version upgrades and revisions** Discount on Test and Offline Development System Licenses Software Asset Manager (Wonderware only) System Asset Viewer (I/A Series, InFusion CE, Triconex) Hardware Elements Number of Preventive Maintenance site visits per year Discount on Site Support Services Advantage Program Discount (I/A Series, InFusion CE and Triconex) Module Exchange/Reserve Program Reserve Exchange Exchange MEP/MRP Parts Discount Discount on Spares RemoteWatch Service (I/A Series and InFusion CE) Number of RemoteWatch Exception Reports per year 2 3 Block of Site Support Services included 16 hours 24 hours Optional Services PRIMARY STANDARD PREMIUM ELITE Flexible Funding (Services, Material, Training Growth, Advantage Upgrade) Upgrade and Migration Planning 4 Hours en route response commitment for Onsite Corrective Assistance* Included* Onsite Corrective Assistance - Labor Cost Inclusive Preventive Maintenance - Additional number of site visits per year Custom Application Support RemoteWatch Service Includes One Exception Report per year Included Included MEP/MRP - Material Cost Inclusive Customer FIRST Cyber Security Maintenance Program * * * Cyber Security Readiness Workshop * * Included Parts Management Resident Engineer/Consultant (full time or part time) Application Clone (remote, hosted) 3rd Party Hardware and Software Support Minimum purchase criteria applies. Your salesperson can advise you. * Where available. ** Excludes labor and hardware. Additional conditions apply. NBD = Next business day. Availability by Brand PRIMARY STANDARD PREMIUM ELITE Foxboro, Triconex, Eurotherm Wonderware, Skelta SimSci, Avantis Wonderware Mobile Solutions For full details on each service element and the applicability of program features to your site, see the Invensys Customer FIRST User Guide.

6 OUR MISSION: YOUR SUCCESS Invensys systems are at the heart of your business. As more is demanded from these systems, your needs for higher levels of support, rapid response, greater technology alignment, and a deeper collaborative business relationship continue to grow. Invensys Customer FIRST is much more than just a support program, Customer FIRST members enjoy the many benefits of a closer collaborative relationship with Invensys. Responsive services, deep expertise, proactive planning, continuous performance monitoring, emergency contingency provisioning and deep discounts on hardware, software and services make Customer FIRST membership an essential part of your business success. Invensys Operations Management 5601 Granite Parkway III, #1000, Plano, TX Tel: (469) Fax: (469) iom.invensys.com Invensys, the Invensys logo, ArchestrA, Avantis, Eurotherm, Foxboro, IMServ, InFusion, SimSci-Esscor, Skelta, Triconex, and Wonderware are trademarks of Invensys plc, its subsidiaries or affiliates. All other brands and product names may be the trademarks or service marks of their representative owners Invensys Systems, Inc. All rights reserved. No part of the material protected by this copyright may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording, broadcasting, or by any information storage and retrieval system, without permission in writing from Invensys Systems, Inc. Rev. 04/12 PN IN-0115