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Levels of Support

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