Optimize Your Automation System and Engineering Investment Gain access to high-quality support, hardware and software maintenance, and lifecycle services
Your investment in Schneider Electric is about more than the technology. It s about achieving and maintaining peak performance at your plant, and evolving your systems in line with your business needs. Your success depends on the right resources and technology within your organization, Schneider Electric as your trusted partner, and a formal framework to help you achieve exceptional business results. In addition to a robust and reliable control and safety system, you need access to resources that are both visionaries and technical experts to minimize risks, maximize returns, and achieve value realization. Providing solutions to more than 200,000 plants and facilities worldwide, Schneider Electric is committed to helping you be more agile, efficient, effective, and competitive with outstanding, innovative open systems and world-class support and services. The Customer FIRST program illustrates this commitment well, with a rich portfolio of essential services to help you protect and extend the value of your investment in Schneider Electric products and solutions.
Why Customer FIRST? The Customer FIRST program formalizes your service and support relationship with Schneider Electric through a Customer FIRST Agreement and provides an assortment of service entitlements designed to maintain and optimize the performance of your control and safety system through its system lifecycle. Additionally, Customer FIRST provides access to highly skilled resources at your fingertips to help remedy any technical issues that you experience as you adjust, fine tune, and upgrade your system. Above all, it s a customer-focused services and support program structured to help you: Protect critical investments by effectively maintaining hardware and software systems Maximize asset performance by reducing downtime and increasing performance levels Reduce total cost of ownership through innovative discounts and flexible funding options Improve operational performance by leveraging Schneider Electric resources to drive added value and maximize system utilization Customer FIRST provides you with comprehensive services and flexible options to choose the exact program to suit your business needs whether you are planning a new installation; operating, optimizing, and fine tuning the performance of a mature system; preparing for a major upgrade; or evolving your system with the latest software and hardware updates. IMAGE IMAGE
Choose a program level and options that best suit your business needs. Whether Elite, Premium, Standard, or Primary, select a level based on your resources, their knowledge levels, and the complexity of your system. Consider the following questions to determine which level of Customer FIRST is most appropriate for you: Questions to Consider Customer FIRST Answers How quickly can you identify a system (or software) issue if an unexpected malfunction occurs? Can you quickly trouble shoot and resolve issues? Technical Support Phone Access Do you have experts in-house around the clock? 24/7 Technical Support Phone Access Does your business require quick access to extensive technical product and service documentation? Web Support, Knowledgebase and Proactive Communications How do you keep pace economically with current technology and avoid obsolescence? Advantage Upgrade Program Discount Can you benefit from a single Schneider Electric point of contact for technology-related questions and coordination of issue management and problem resolution? Technical Account Management Team Are maintenance and training costs difficult to budget? Flexible Funding How quickly do you require corrective assistance? 4-hour en route response commitment On-site Corrective Assistance How secure are you against cyber security threats? Customer FIRST Cyber Security Program How confident are you that you have proper critical spares on-hand when you need them? Parts Management Could you use a Schneider Electric System Expert to augment your engineering staff? Resident Engineer Enable plant resources to contribute additional value to your company by focusing on their day-to-day job instead of troubleshooting issues that Customer FIRST can help address. Our services are designed to optimize your Schneider Electric system and to maximize the uptime of your production.
The Customer FIRST Program also offers the flexibility to tailor your support and services to the specific needs of your business by layering optional services on top of your core program. Primary Standard Premium Elite CORE SUPPORT AND SERVICES DEFINITION Technical Support Phone Access NBH NBH 24/7 24/7 Telephone access to expert technical assistance. Web Support Knowledgebase, Proactive Communications En route response commitment for On-site Corrective Assistance Preventive Maintenance site visits per year Software maintenance releases, service packs, patches, and updates Y Y Y Y NBD* NBD* 24 hrs* 4 hrs* Option Option 1 2 Y Y Y Y Access to an extensive knowledgebase of technical user documentation, issue solutions, online training courses/seminars and software updates, and proactive communications. A skilled Schneider Electric Service Engineer will travel to your site to perform necessary corrective actions to return your system or application to normal operation. Includes physical inspection of equipment, review of software maintenance releases and fixes, technical and/or product alerts, advisories as well as providing status on open cases. Provides releases and fixes for covered software related to your application that is released during your enrollment period. Maintenance releases provide corrections to software defects within a software revision level. Software Version upgrades and Revisions** Y Y Y Access to software version upgrades and revision releases. Module Exchange/Reserve Program Reserve Exchange Exchange MEP or MRP provides immediate access to Schneider Electric refurbished materials inventory when rapid replacement of malfunctioning equipment is necessary. REPORTS ACCESS Annual Lifecycle Assessment Report Y Y Y Y Upgrade Planning Roadmap Y Y Y Y Includes a top level view of the current lifecycle status of the products in use at your site and outlines key business objectives related to their maintenance and supportability. After an assessment of the components of your system and applications is completed, a high-level upgrade roadmap will be generated to help facilitate effective short- and long-term upgrade planning decisions. System File Maintenance Evaluation Report Option Option Yearly Yearly Annual evaluation helps ensure ongoing system health for Tricon, Trident systems. Support Usage and Summary Reports Yearly Quarterly Highlights all technical support case activity, as well as labor-based cases logged by Schneider Electric s service management system and material usage. Contract Management/ Performance reviews per year TOOLS Autodiag Lifecycle Assessment Tool for Schneider Electric Products 1 2 Y Y Y Y Schneider Electric will review technical support, labor, material, and remote services usage, plus lifecycle management and other technical topics of value to your site. A tool that provides an initial assessment of the existing installed base of Automation and Electrical Distribution equipment, while highlighting key actions to be taken to upgrade or maintain these systems and to minimize any risks. System Asset Viewer Y Y A stand-alone application capable of accessing installed system configuration (hardware and software) data and lifecycle information, which is stored and maintained on the Global Customer Support website. SERVICES AND MATERIAL DISCOUNTS Advantage Upgrade Program 50% 50% 50% 50% Site Support Services 5% 10% 10% 15% MEP/MRP Parts 43% 43% 43% Cost-effective upgrade options that include substantial incentives for the exchange of existing equipment. A discount for upgrades under the Advantage Upgrade Program is provided to customers when the older technology units are returned to Schneider Electirc. Site Engineering Services utilizes the talents of our Field System Engineers to augment your staff with simple day-to-day activities or to help solve more complex engineering problems. Significant cost savings on parts from Schneider Electirc s refurbished materials inventory. A discount is applied to the refurbished product provided under either program and shipped according to the terms selected by you. Consulting Services (when purchased with Service Agreement) 10% 10% 20% Skilled Schneider Electirc resources to help you manage complex migrations, optimize the performance of your existing assets, conduct routine performance assessments, and assist with new product deployment. Spares 10% 10% 10% Better manage and control the cost of equipment by taking advantage of discounts on the purchase of new material that will be stored as spare inventory at your site. Test and Offline Development System Licenses 50% 50% Discount on software licenses to be used for your test, simulation, and emergency backup system. ADDITIONAL PREMIUM AND ELITE SERVICES Block of Site Support Services included 16 hrs 24 hrs Provides a block of engineering services that may be used for: system health checks, security or optimization audits, or software migration reviews. Dedicated Customer Portal Y Y Enables you to coordinate initiatives and collaborate within your own internal ecosystem and facilitate Schneider ELectric support and commercial relationship with you. Technical Account Management Team Y Y Uses their technical problem solving and management skills to act as your dedicated support liaison within Schneider Electirc. Complimentary Invitations to Customer Events Block of Consulting Services included Proactive Technical Consulting Cyber Security Readiness Workshop 2 5 16 hrs 24 hrs Y Y Gain access Schneider Electirc core engineering, development, executive management, and technical support staff, as well as to discuss corporate direction and preview emerging solutions from Schneider Electirc during these customer events. Our consulting services range from high-level opportunity assessments to product implementations; from single-site projects to global, enterprise engagements The Proactive Technical Consulting team may travel to your site to build rapport with your implementation and development teams to help drive successful projects. The visits will be scheduled two or three times per year, typically two days per visit. Activities include a review of your current cyber security program, identify potential gaps between current state and proposed final state, and suggest a remediation plan to bring identified gaps into compliance NBH = Normal business hours NBD = Next business day * Where available ** Excludes labor and hardware, additional conditions apply. Minimum purchase criteria applies. Your salesperson can advise you.
Primary Standard Premium Elite CORE SUPPORT AND SERVICES DEFINITION Optional Services Flexible Funding (Services, Material, Training Growth, Advantage Upgrade) Allows you to spread payment of material and labor over the course of your Customer FIRST enrollment period. Upgrade and Migration Planning Utilize your upgrade or migration plan, which includes system configuration drawings, specific upgrade plans, and timeline documentation to help you decide on the best replacement of legacy systems. 4-hour en route response commitment for On-site Corrective Assistance* Included* On-site Corrective Assistance Labor Cost Inclusive Corrective assistance services covered over the course of your contract. Preventive Maintenance Additional site visits per year Increase the number of Preventive Maintenance site visits. System File Maintenance Evaluation Report Annual evaluation helps ensure ongoing system health for Tricon, Trident systems. Autodiag Lifeycle Assessment Services for SchneiderElectric Products A Schneider Electric field service representative will assist you on site using your Autodiag tool to develop an initial assessment of the existing installed base of PLC Process Automation and Electrical Distribution equipment. MEP/MRP Material Cost Inclusive MEP/MRP covered over the course of your contract. Customer FIRST Cyber Security Maintenance Program Cyber Security support from Schneider Electric experts and resources. Customer FIRST Cyber Security Assessment Will establish the current architecture, security posture, and profile of all assets to be assessed within the systems network and will result in a network drawing with a system baseline scan. Customer FIRST Turbomachinery Controls Service Program The Turbomachinery CF program offers a broad portfolio of services addressing machinery issues. Including phone and site support, consultation, and lifecycle reports for existing turbomachinery applications. Arc Flash Mitigation Solutions for Electrical Distribution Equipment The compliance with the 5-step methodology required by the NFPA 70E (USA) and CS Z462 (Canada) standards for electrical safety in the workplace. M2C Maintenance and Modernization Consultancyfor PLC Systems A complete on-site assessment and analysis of existing automation equipment, processes, and support using unique methodology and assessment tool to deliver a thorough recommendation. MP4 Consulting Services for Electrical Distribution Equipment A plantwide electrical installation assessment to define an improvement and risk management program. Schneider Electric Product Hardware and Software Support Maintenance Support services for Schneider Electric or third-party Automation assets. Custom Application Support Custom application support from Schneider Electric experts and resources. Parts Management Provides on-site or off-site inventory management of selected critical spares for the duration of your Customer FIRST Program enrollment. Resident Engineer/Consultant (full time or part time) This resource can help manage, plan, and coordinate overall Schneider Electric systems, applications, and service-related activities. Application Clone (remote, hosted) Utilize application cloning solutions to help you better manage your applications and expedite replication and resolution on specific technical support issues. Third-party Hardware and Software Support Gain access to expert technical support and on-site technical support for specified non-schneider Electric manufactured products. NBH = Normal business hours NBD = Next business day * Where available ** Excludes labor and hardware, additional conditions apply. Minimum purchase criteria applies. Your salesperson can advise you. Upgrade your en route response commitment to four (4) hours.
Access to Reports Core Support and Services Services and Material Discounts Tools Optional Services Premium and Elite Services
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