customer first for wonderware, citect and ampla · customer first support app - available november...

Presenter: Alynn Burk, Customer FIRST Business ManagerOctober 2018

Customer FIRST for Wonderware, Citect and Ampla Comprehensive Support & Services Program

© 2018 AVEVA Solutions Limited and its subsidiaries. All rights reserved.


Agenda▲ Customer FIRST (CF)

▲ Program Overview l Service Offerings

▲ Support Tools & Utilities▲ Software Asset Manager▲ Sentinel System Monitor

▲ Mobile Apps▲ Customer FIRST Support App▲ Customer FIRST Benefits App

Customer FIRSTProgram Overview



What is Customer FIRST?

▲ AVEVA’s comprehensive, fee-based software maintenance and technical support program, intended to help you extract and retain the maximum benefit from your Wonderware software investment, across the product’s lifecycle.

▲ Your Customer FIRST membership includes:▲ Access to our award-winning technical support and services

team▲ Major software upgrades and updates at no additional cost▲ Valuable services and software utilities▲ Timely & cost-effective support that ultimately delivers peace

of mind!

Software Maintenance & Support Program


Included Services

*Primary level is not available in some regions


Included Services (cont’d)

Prim

ary

Stan

dard

Prem

ium

Elite

***Not available to Citect / Ampla customers.

Support Tools & UtilitiesSoftware Asset Manager & Sentinel System Monitor



Software Asset ManagerLicense Tracking, Version Upgrade & Patch Management Utility

Version Management▲ Wonderware/Citect/Ampla▲ software versions installed vs.

available▲ Product Lifecycle Information▲ Hotfixes installed*▲ OS version

License Management:▲ Licenses in use▲ Licenses duplicated▲ Licenses in use, not owned by

site (temporary, SI, etc.)▲ Licenses owned but not in use

Security Update Management:▲ Security updates installed with supported/not supported status▲ Security updates not installed that are supported


Software Asset Manager (SAM)Five Quick & Simple Steps to the Full Picture


Sentinel Proactive System Monitor

• Continuous Monitoring of Your System Platform Production System – Software & Machines

• Early Detection of Developing & Existing Technical & Performance Issues

• Subject-Matter Expert Notification

• Prediction/Prevention of Issues using Data-Driven Insight & Decision-Making


▲ The Sentinel agent gets automatically installed on each SP product node.▲ Without a license, Sentinel will immediately start and run in License

Monitoring mode.▲ With no further effort, the ability for software on each node to acquire and

validate licensing will be monitored.▲ Receive an Email when there is an acquisition/validation failure▲ In License Monitoring Mode, you will be able to monitor a single node with

full-feature functionality, and can change which node to monitor as desired.

Sentinel Now Part of the System Platform Common Installer


Sentinel System Monitor-related ServicesSystem Health Review Monitoring Services

Optional

Optional

Install and configure Sentinel System Monitor


Lifecycle Service OffersImplementation Consulting – Guidance to achieve quick and efficient solution development

Application Workshop – A best-practice workshop to enhance project/solution success

System Assessment – Assessment of system or application

On-Site Technical Support for System – On-site technical service support to troubleshoot a Service Request (SR) related issue

Application Support – Good engineering practice support to leverage AVEVA software capabilities. Provided services may include a system application architecture, model, and code

System Health Check – Examination of system loggers and evaluates installed AVEVA software revision levels to determine which systems need updating

System Software Migration Review –Guidance in the migration of new AVEVA software releases and technology

Case Coordination – Manage cases in your own case management system

Inter-AVEVA Software Standardization –Engineering services to convert applications across AVEVA software platforms

Plan & Build

Operate & Maintain

Improve & Optimize

Evolve & Modernize Manage

Customer FIRST for Solutions – Ongoing application lifecycle support for advanced solutions built on AVEVA software products…

System Security Audit – Automation design audit of the AVEVA application security implementation, corporate security policies and procedures related to automation systems, and recommendations

Sentinel Annual Health Review – Baseline of Wonderware application/solution performance; includes Sentinel subscription

Monitoring Services for Sentinel – Wonderware experts receive, evaluate and respond to your Sentinel alarms.

Customer FIRST Mobile AppsGet Support-on-the-Go!



Customer FIRST Support App - available November 5th 2018Features-at-a-Glance

• Stay up-to-date with the latest news and product alerts from the AVEVA Global Customer Support teamNews

• Log a new service request (SR)• Manage your service requests• Receive notifications & track resolution status of your SRs

Case Management

• Search for and access over 15,000 tech notes, knowledge articles and FAQs for all products on the AVEVA Knowledge & Support Centre website

• Product contextual search (i.e. filter by Product Line)

Knowledge Search

• Bookmark frequently used or handy Tech Notes/Knowledge resources under Favourites

• Easily referenced in a single location from the App’s Home screen

Favourites

Search for ‘Customer FIRST Support’ on App Store or Google Play

customer first for wonderware, citect and ampla · customer first support app - available november...

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