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WW TSS-01: Invensys Customer FIRST

Present by: Paul Trapani

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Agenda1. Customer FIRST - Preserving your investment

2. Customer FIRST Benefits

3. What’s Coming?

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1. Preserving your investment

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Value Proposition

Value delivered through better Performance

• Value Related to Issues Prevented– Pro-active and Preventive services resulting in avoiding critical / non-critical

issues– Timely software upgrades– Reduce incidents of downtime or start-up losses– Maximize operational performance with timely tuning

• Value Related to Faster Resolution– Support with access to Wonderware technical experts– Reduce disruption time, bringing systems back to optimum performance

faster– Addressing concerns and questions for effective use of the systems

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Value Proposition

Internal Staff Productivity

• Improve internal staff productivity by substantially

decreasing amount of time spent by customer staff on:−Analyzing and diagnosing issues

−Finding resolutions or seeking ad-hoc help to do so

−Testing potential resolutions

− Implementing resolutions

Customer Entitlements

• Consulting and Site Engineering discounts

• Software upgrades

• Conference discounts

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Delivering Value for Sustained Performance

Through Customer FIRST Invensys provides support, maintenance and services to:

• Protecting Your Critical Investment

• Maximizing Asset Performance

• Reducing Total Cost of Ownership

• Improving Operational Performance

To deliver value at its potential requires on-going reactive support

and pro-active services to overcome the challenges

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Financial Analysis

• $1M in installed value licenses

• $1-$5M investment in application development, training, commissioning.

• Total investment conservatively $3M

• Cost to maintain the investment ranges from $120K to $170K per year

• Dropping support will lower OPEX but expose the business to significant CAPEX.

• Our responsibility as your partner is to protect your investment and lower your cost of ownership.

• Our history of investment protection is far better than others

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Your Software Solution Lifecycle Stages: From Survey

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What is your software asset lifecycle management plan?

• Maintenance of system

• Software updates that provide same functionality may not be enough

• How can you empower and deliver additional value to your users over time?

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Why keep your software on support?

• Software Updates keep your applications working within an ever-changing IT infrastructure and Business environment

• Enhancements and new functionality based on evolving business needs and technical capabilities

• Protect your investment in licenses and applications

Many times the actual license

value

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2. Customer FIRST Benefits

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Tiered approach with optional services

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Key Features and Benefits of Customer FIRST

• Formalizes a direct, strategic service relationship from Invensys and our distribution partners

• Award Winning Technical Support

• Product Upgrades and Software Maintenance

• Software Tools and Utilities

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Technical Support

• A live support expert to triage you and expedite resolution, and reduce the time you spend on the issue

• If critical issues occur, 24/7 emergency access to support will get you back up and running with a minimum of downtime

• Onsite technical support personnel can be en route within 4 hours to help resolve issues when phone support has been exhausted

• Custom Application Support (aka Solutions Support)

• Resident Engineers

• Technical Account Management

• Research at your leisure utilizing online self support

 

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Product Upgrades and Software Maintenance

• Invensys Software upgrades included as long as you maintain your Customer FIRST agreement

• Keep up with the latest operating system or database

• Extend your capabilities through the newest software features, empower your users

• Preserve your application development investment• Wonderware has incredible history of allowing customers to

upgrade seamlessly from one version to the next

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Tools & Utilities

• Software Asset Manager• License Inventory Management

• Software Patch Management

• 50% Discount on Test System Licenses

• Ensure your application is ready before releasing to a production environment

• Hosted Application Clone

• Replica of your application running in the Invensys Support Lab for testing purposes and issue triage/resolution

• Available exclusively to customers at the Premium and Elite levels of Customer FIRST

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Wonderware Software Asset Manager

A Wonderware application that:

• Provides secure, robust license inventory management and reporting

– Quickly detects Wonderware license running on the network at a plant level

– For individual plants or aggregating information from multiple plants

• Enables efficient software update and patch management services

– Detects available patches and updates

Delivered as a non-intrusive, highly secure portable service

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Software Asset Manager

For more details, please attend WW TSS-02

Wednesday at 3:30pm

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50% Discount on Test System Licenses

• Provide duplicate or mirror some or all On-Line system with an Off-Line system for :

• Testing purposes

• Simulation

• Emergency back-up (disaster recovery or failover)

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Hosted Application Clone

• “Shadow System”• Mimics what is currently in use in production/runtime

• Hosting options:• At Invensys Corporate and Regional Headquarters• At your site

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3. What’s Coming?

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Future Plans for Customer FIRST:

• Cyber Security Maintenance Program

• Solution Support

• Proactive System Monitoring Services

Continuing to improve and enhance Customer FIRST

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What is Cyber Security ?

• Compliance to current and future cyber regulations

• Protection of Intellectual property

• Improved network performance and efficiency

• Maximized security and performance of critical business applications

• Reduced downtime through an optimized, redundant and secure network

• Lower cost of ownership with fully managed solutions

• Security of remote access and remote systems

• Customized & flexible solutions

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Cyber Security Maintenance Program

• Readiness Workshop

• Assessment Workshop

• Maintenance Program

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Cyber Security WorkshopCyber Security Site AssessmentWhy do it?

• Cyber threats and attacks are industry and revenue agnostic

• Having a cyber security assessment is a critical first step in establishing a defense in depth best practice strategy

What is it?

• An in-depth, on-site review of a customer’s network

• Establish current architecture, security posture and profile of all assets

• Network system baseline scan of those assets

What do I get?

• A comprehensive technology assessment including; Network topology, evaluation of network, list of findings, asset report (missing patches, etc.), security shortfalls and best practice recommendations and more

 

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Coming Soon!… Solution Support Building on Customer FIRST

Solution Support

Customer FIRST

Required • Set-up support relationship• Entitlement to support of underlying products

• Functional issues• Bug fixes and patches• Enhancements and upgrades

• Access to support website and knowledge base

• Entitlement to support of application• Custom code• Extensive configuration

• Support for interfaces to other business systems• Maintenance of code and related documentation• Build and maintain offline test system• Ongoing changes/enhancements

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Deliverables of Solution Support

Solution Support

Application Support

Integration Support

Sustaining Maintenance

Document Management

Enhancements

Support for functional issues related to custom application aspects of the Solution limited to as defined in the design specification to develop the Solution.

Support for the custom integration limited to defined in the design specification to develop the Solution up to the point where the data is transferred, passed to, or staged to a third party system.

Custom code review or debug to resolve a reported issue or to implement a fix. Maintain master version of code with audit trail and escrow

Maintain a centralized copy of the solution documentation with updates and versioning when a change to the solution is made.

Provide or limited enhancements or changes to the custom application to align with changing business needs

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Coming Early 2013…Proactive System Monitoring Services

• Avoid unplanned downtime

• Maintain optimum performance of mission critical assets

• Ensure system health/performance

• Augment onsite plant resources

• Provide support for remote plant locations

The Objective

What are we talking about?• New utility and service from Invensys to monitor your

software application and system health

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Proactive System Monitoring Services

• Initial base-lining of software application, communications and systems performance

• Provide real-time, continuous monitoring of systems

• Identify and alert on potential issues before they disrupt operations

• Respond to alarms utilizing standard support and escalation procedures in collaboration with customers

• Provide periodic system health-check reports

The customer’s benefit from remote monitoring services is in the timeliness and effectiveness of the response to an issue

Multi-faceted Service:

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Proactive System Monitoring & Solution Support

For more details, please attend WW TSS-07

Thursday at 8am

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QUESTIONS