Customer FIRST Program Guide Best-in-Class Software Maintenance, Support & Services Get Maximum Value from Your Assets with Avantis Software & Services
1 About Schneider Electric and Avantis Schneider Electric is a leading global technology company with over 50,000 software customers. Our software runs in more than 200,000 industrial and manufacturing facilities worldwide. Your investment in Avantis is the first step in driving world class processes and enterprisewide business results. However, the right technology is just one factor of your overall success. Customer FIRST for Avantis The Customer FIRST for Avantis program demonstrates our commitment to your success. It offers a rich portfolio of essential software maintenance, award-winning technical support and services to help you protect and extend the value of your investment and keep your Avantis software performing at peak levels. The Customer FIRST for Avantis program ensures that you get: Continuous software maintenance and innovation through software version upgrades to evolve your Avantis software to best address changing business needs Access to technical support experts that are adept at resolving issues quickly, capitalizing on years of experience Optional services to help you manage, optimize and extract the most value from your software solution
2 Why Customer FIRST? A Customer FIRST software maintenance and support agreement is the foundation of your ongoing service and support relationship with Schneider Electric. It provides continuous software maintenance and quicker access to highly skilled resources to remedy any technical issue that you might experience as you adjust, fine-tune and upgrade your Avantis software. Additionally, a Customer FIRST agreement provides an assortment of software and service entitlements, including full-featured software upgrades and operational support services designed to maintain and optimize the performance of your Avantis software through its entire lifecycle. Customer FIRST offers exceptional customer-focused software maintenance, services and support and is specifically designed to provide: Improved Operational Performance Augment your internal technical resources with Schneider Electric experts to help improve your operations Software Investment Protection Get access to product enhancements and innovative technology to keep your asset management software current and state-of-the-art Increased Business Productivity Self-support tools, user community forums and exclusive peer group events enable your employees to troubleshoot issues on their own, enhancing overall productivity
3 Customer FIRST for Avantis Lets You Choose What You Need With an array of service levels and options, you choose the program level that best suits your specific needs. Whether you are planning a new installation, optimizing a mature system or evolving your system with the latest software upgrades to take advantage of rich new capabilities, one of our service levels will ensure you have what you need. Included Services Technical Support And Services Business Hours Technical Support (normal local business hours) Standard Premium Elite Access to expert technical assistance Global Customer Support Website Access Search for answers for your questions and log and track cases directly Customer FIRST Benefits App A mobile app designed to help utilize and realize value from your support and services agreement Annual Lifecycle Assessment Understand the current state of your software Discount on Technical Support Consulting Services Rehosting Access Disaster Recovery License Access 10% 10% 20% Leverage award-winning Avantis expertise at discounted prices Avantis will re-host original production licenses on a new machine in the event that the original machine is decommissioned Should a hardware failure occur, Avantis can temporarily re- commission a production system while you repair/replace your server Emergency 24/7/365 Technical Support Support available around the clock for emergency situations Annual Executive Briefing Meet with key Schneider Electric executives to discuss your success and/or issues with Avantis software and services Beneficiary Status to Avantis Source Code Establish 3rd-party escrow for access to Avantis source code Sustainability Assessment Contract Management/Performance reviews per year Software Maintenance And Utilities Software maintenance releases, service packs, patches, updates and hotfixes 2 A comprehensive review of Avantis.PRO business processes, system setup, interfaces/customizations and technical infrastructure A focused meeting with your sales or support partner to review utlization and value derived from your support agreement Stay current with the latest updates and fixes Software Version Upgrades and Revisions Run the latest versions of your Avantis software for optimal capabilities Included Test and Offline System Licenses Temporary license provision for your test environment during your support term Discount on Additional Test and Offline System Licenses Additional Benefits: Minimum Contract Spend Required Included Avantis Training (Classroom, Recorded or Virtual Instructor-led) Block of Technical Support Consulting Services included Complimentary Invitations to Schneider Electric Customer Events Dedicated Customer Portal Customer Support Account Manager Contract Management/Performance reviews per year Annual Executive Briefing 1 seat* 16 hours* 2 seats* 24 hours* 2* 5* 1 Incl. Incl. Save on additional permanent licenses for your test environment Take advantage of our expert training to quickly gain advanced knowledge Expert guidance on best practices during initial rollout and on- going phases for your application Enjoy attendance at our annual User Group and other engaging end- user events A universal window to access all your plant s support activity, license and purchase history. Includes online content library, dedicated online chat & forum! An assigned support liaison to coordinate and prioritize support related activities to keep your operation at peak level Maximize the benefits and value derived from your Customer FIRST agreement Meet with key Schneider Electric executives to discuss your success and/or issues with Avantis software and services *This is the base quantity provided to customers meeting the minimum spend. Depending on your spend, you may qualify for additional quantities.
4 Optional Services Flexible Funding for Services Upgrade Planning Migration Assessment (from Avantis.XA to Avantis.PRO) Customer FIRST for Solutions 3rd Party Software Support After-hours Support Access for Upgrade and Migration Implementation Operational Support Sustainability Assessment Incl. Embed funds into your Customer FIRST Agreement for optimization and consulting services to use at your convenience during your agreement term Enlist Schneider Electric experts to assist with your upgrade project planning or justification to replace competitive applications with current Avantis technology Understand the impact of and opportunities expected from an Avantis.XA to Avantis.PRO migration Application support and lifecycle maintenance for Advanced Solutions engineered/implemented by the Schneider Electric Schneider Electric acts as a single point of contact for specified non-schneider Electric software Tap into expert technical resources round-the-clock during the pivotal upgrade process Post implementation operational support and resources to maximize utilization and benefit of your Avantis software A comprehensive review of Avantis.PRO business processes, system setup, interfaces/customizations and technical infrastructure Beneficiary Status to Avantis Source Code Incl. Establish 3rd-party escrow for access to Avantis source code Customer Support Account Manager Resident Consultant Implementation Consultant Application Clone (remote, hosted) Standard Premium Elite An assigned support liaison to coordinate and prioritize support related activities to keep your operation at peak level Augment your technical staff with a skilled Schneider Electric consultant resident at your plant year-round to help you achieve your operational goals Ensure the successful deployment of your software project with a dedicated technical expert to oversee your implementation A virtualized replica of your Avantis application hosted at Schneider Electric for testing, issue replication and advanced troubleshooting For Your Consideration When Selecting Service and Support Resources With the Customer FIRST for Avantis program, you choose a program level that best meets your business needs: Elite, Premium or Standard. You select the level based on your resources, their knowledge levels, and the complexity and criticality of your Avantis software system. The Customer FIRST for Avantis program offers you the flexibility to tailor your support and services to the specific needs of your business by layering optional services on top of your core program level. Listed below are some questions to help you determine which level of Customer FIRST for Avantis best fits your needs: How quickly can you identify a system (or software) issue if an unexpected interruption occurs? Do you have in-house experts around the clock to quickly troubleshoot and resolve issues? Do you need a single Schneider Electric point of contact for your technology-related questions? Do you need better coordination for your support-related issues and problem resolution? Are maintenance costs difficult to budget? Is your team trained for maximum utilization of your Avantis system? How quickly do you require corrective assistance? How secure is your system against cyber security threats? Do you need a Schneider Electric System Expert to augment your engineering staff?
Keeping Your Finger On the Pulse By design, Avantis software enables your company to derive maximum benefit from your assets by tracking scheduled maintenance, automating replacement parts procurement and monitoring inventory and parts logistics. Avantis software helps you understand asset utilization and better manage capital and maintenance costs. In a nutshell, Avantis software helps customer realize outstanding return from all their assets, including people, processes and equipment. The Customer FIRST Program for Avantis software is designed to help you maximize the benefits of your enterprise asset management software by keeping it current with software maintenance, providing access to expertise should the need arise for technical support, and other valuable services designed to help you realize the most from your Avantis software. Learn about the latest technology and new Avantis products and services Exchange ideas and network with your peers Enhance your skills and boost your knowledge of Avantis products The Customer FIRST software maintenance and support agreement protects your entire investment by delivering value in the following critical areas: Software Upgrades Avantis software is generally upgraded at least once a year to further improve performance and security, embrace new technology, and provide new functionality to meet evolving market demands. Software upgrades give you the power to improve the reliability and capability of your Avantis software application and extend new functionality to others in your company. Schneider Electric has an unparalleled history of investing in software development, so clients using Avantis core software can seamlessly upgrade from one version to the next. We are very proud of this deliberate R&D practice, as it allows our clients to keep their software current without significant capital expenditures. Access to Exceptional Global Technical Support Schneider Electric clients have specific business objectives and responsibilities that rarely include troubleshooting industrial software technical issues. The Customer FIRST for Avantis program provides you with streamlined access to support experts who have years of experience supporting diverse Avantis installations around the world. They are adept at understanding potential software implementation issues, replicating problems and resolving them quickly. You also get access to extensive online self- help, online product training, dedicated and collaborative web portals, and a vast knowledgebase of technical tips, tools and best practices. With the Customer FIRST Program, you can leverage vast Schneider Electric experience and expertise, saving you time and money. Leverage Our Extensive User Community Only members of the Customer FIRST for Avantis program can take advantage of the global Avantis user community. Exchange ideas, ask questions and discuss solutions with your peers using Avantis software through online forums monitored by Avantis experts. Additionally, the Avantis team regularly sponsors end-user events focused on enabling face-to-face conversations with Avantis engineers, the technical support team and key business leaders.
6 Maximize Your Investment and Simplify Your Business Complexities Your business has enough challenges already, with constantly changing needs, market and competitive conditions, operational situations, rapidly changing technologies and myriad other concerns. The Customer FIRST Program is a cost-effective approach to help you manage and mitigate some of these business complexities. When you leverage its many valuable aspects software upgrades, technical support, and software utilities your membership will provide a significant return. The program is specifically designed to provide you with improved operational support, software investment protection, and increased business productivity so that you get maximum value from an investment in Avantis software. 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 Avantis implementation.
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