The AVEVA Customer FIRST program is a fee based software maintenance and technical support program designed for end-users to extract and retain the maximum benefit from their AVEVA software investments, including software delivered via one of our flexible subscription options. Customer FIRST is purchased in the form of an annual or multi-year agreement, purchased separately or as part of your software subscription. Customer FIRST is the foundation of your service and support relationship with AVEVA and our global partner network. It offers a comprehensive portfolio of services, including software version upgrades and maintenance, expert technical support and success-based services to help you get the most value possible from your investment in our software and keep your operations running smoothly.
Program Features | Standard | Premium | Elite |
---|---|---|---|
Business Hours Technical Support (normal local business hours) | |||
Global Customer Support Website Access | |||
Customer FIRST Benefits App | |||
Online Training Webinars | |||
En route response commitment for Billable Onsite Corrective Assistance | |||
Discount on Technical Support Consulting Services | |||
Level 2 Direct/Advanced Technical Support | |||
Emergency 24 Hour Technical Support (24/7/365) | |||
Support Usage and Summary Reports | |||
Contract Management/Performance reviews per year | |||
Software Maintenance and Utilities | |||
Software maintenance releases, service packs, patches, updates and hotfixes | |||
Software Version Upgrades and Revisions | |||
Software Version Upgrades and Revisions | |||
Discount on Test and Offline Development System Licences | |||
Software License Replacement | |||
Additional Benefits: Minimum Contract Spend Required | |||
Included Wonderware Training (Classroom, Recorded or Virtual Instructor-led) | |||
Block of Technical Support Consulting Services included | |||
Complimentary Invitations to Schneider Electric Customer Events | |||
Dedicated Customer Portal | |||
Technical Account Management Team | |||
Annual Lifecycle Assessment and Upgrade Planning Roadmap | |||
Planning and Technical Advisement | |||
Cyber Security Readiness Workshop | |||
Software Maintenance and Enhancements | |||
Software Upgrades and Updates | |||
Patches, Service Packs | |||
Hot Fixes | |||
Optional Services | |||
Flexible Funding for Services | |||
Upgrade and Migration Planning | |||
Customer FIRST for Solutions | |||
Software Asset Manager | |||
Customer FIRST Cyber Security Maintenance Program | |||
Customer FIRST Cyber Security Assessment | |||
Technical Account Management Team | |||
Resident Engineer | |||
Implementation Consultant | |||
Application Clone (remote, hosted) | |||
3rd-Party Software Support |
If you need to log a technical issue with support but do not have a support contract with SolutionsPT, please contact us and we shall respond within 24 hours.
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