Customer FIRST Program Guide for Aquis and Termis

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1 Customer FIRST Program Guide for Aquis and Termis Best-in-Class Software Maintenance, Support and Services for Your Schneider Electric Aquis and Termis Software

2 About Schneider Electric and Aquis and Termis 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 software investment is the first step in ensuring optimal production and a secure network. With Aquis and Termis you get software that fits your business, not the other way around. However, the right software technology is just one factor of your overall success. Customer FIRST for Aquis and Termis The Customer FIRST Program for Aquis and Termis is a comprehensive software maintenance and support program that can be pivotal to your success. It offers a rich portfolio of services including award-winning technical support, continuous software maintenance, system management tools and optimization services to help you protect and extract the maximum value from your Aquis and Termis software investment. The Customer FIRST Program for Aquis and Termis ensures that you get: Access to technical support experts that are adept at resolving issues quickly, capitalizing on years of industry experience Continuous software maintenance and innovation through software version upgrades to ensure the best performance of your Aquis and Termis software and to address changing business needs The Customer FIRST service elements for Aquis and Termis are available for you to leverage, helping you achieve operational excellence and deliver improved profi ts. 3 software.schneider-electric.com/support/customer-fi rst

3 Why Customer FIRST? A Customer FIRST Agreement for Schneider Electric Aquis and Termis is the foundation of a formal service and support relationship with Schneider Electric. It provides continuous software maintenance and convenient access to highly skilled resources to remedy any technical issue that you experience as you install, fi ne-tune, and upgrade your Aquis and Termis software. Additionally, a Customer FIRST agreement provides an assortment of service entitlements designed to maintain and optimize the performance of your Aquis and Termis software through its entire lifecycle. Customer FIRST for Schneider Electric Aquis and Termis offers exceptional customer-focused software maintenance, services and support and is specifi cally designed to help you: Improve Operational Performance Helps accelerate Aquis and Termis deployment and maximize return on investment Protect Critical Investments Provides access to product enhancements and the newest technologies to keep your Aquis and Termis software and application current and state-of-the-art Maximize Performance Maximizes performance levels of your Aquis and Termis software Reduce Total Cost of Ownership (TCO) Reduce TCO by improving services and reducing operating costs Life is On Schneider Electric 4

4 Customer FIRST for Aquis and Termis Select the Support Level and Optional Services You Need Whether you are planning a new Schneider Electric Aquis or Termis installation, optimizing and fi ne-tuning a mature system, or evolving your system with the latest software upgrades, the Customer FIRST program coupled with optional services can be leveraged to ensure your success. Customer FIRST for Aquis and Termis Included Services Standard Premium Technical Support And Services Business Hours Technical Support (8am to 5pm Central Standard Time) Global Customer Support Website Access Customer FIRST Benefits App En Route Response Commitment for Billable On-site Corrective Assistance Emergency 24 Hour Technical Support (24/7/365) Support Usage and Summary Reports Software Maintenance And Utilities Software Maintenance Releases, Service Packs, Patches, Updates and Hotfixes Software Version Upgrades and Revisions Additional Benefits: Minimum Contract Spend Required Included Training (Classroom, Recorded or Virtual Instructor-led) Block of Technical Support Consulting Services Included Complimentary Invitations to Schneider Electric Customer Events NBD 24hrs 1 Seat* 16hrs* 2* Description Access to expert technical assistance Search for answers for your questions and log and track cases directly A mobile app designed to help utilize and realize value from your support and services agreement Technical support and subject matter expert at your doorstep on demand, dispatched within hours Support available around the clock for emergencies! Automatically receive a monthly summary of all your support activity Description Stay current with the latest updates and fixes Run the latest versions of your software for optimal capabilities Description Take advantage of our expert training to quickly gain advanced knowledge Expert guidance on best practices during initial rollout and ongoing phases of your application Enjoy attendance at our annual User Group 5 software.schneider-electric.com/support/customer-fi rst

5 Standard Premium Dedicated Customer Portal Access all your support activity, private content library, and dedicated forum online! Annual Lifecycle Assessment and Upgrade Planning Roadmap Understand the current state of your software and plan for the future Optional Services Description Flexible Funding for Services Embed funds into your agreement for training or consulting services to use at your convenience Upgrade and Migration Planning Detailed material and execution plan to upgrade your application to current Aquis or Termis technology Application Support Application support and maintenance for your solution Implementation Consultant Ensure the successful deployment of your software project with a dedicated technical expert to oversee your implementation NBD = Next Business Day *This is the base quantity provided to customers meeting the minimum spend. Depending on your spend, you may qualify for additional quantities. For Your Consideration When Selecting Service and Support Resources The Customer FIRST Program for Aquis and Termis offers you the fl exibility to tailor your support and services to the specifi c needs of your business by layering optional services on top of the core program level. Listed below are some questions to help you determine which level of Customer FIRST for Aquis and Termis best fi ts your needs: How quickly can you identify a system (or software) issue if an unexpected malfunction occurs? Do you have in-house experts on staff to quickly troubleshoot and resolve issues? Can you benefi t from a single Schneider Electric point of contact for technology-related questions? Do you need better coordination for your support-related issues and problem resolution? Are software upgrade costs diffi cult to budget? Is your team trained for maximum utilization of your Aquis or Termis system? How quickly do you require corrective assistance? Life is On Schneider Electric 6

6 A Customer FIRST Agreement for Your Aquis and Termis Software Makes Good Business Sense Your software investment for your enterprise may be substantial, but it is typically only a fraction of your overall investment when you consider everything else that is involved in your operations (requirements specifi cation, design and engineering, integration, hardware, training, etc.). A Customer FIRST agreement protects your entire investment by delivering in the following critical areas: Access to Exceptional Global Technical Support Schneider Electric clients have specifi c business objectives and responsibilities that rarely include troubleshooting industrial software technical issues. The Customer FIRST Program for Aquis and Termis provides you with streamlined access to support experts who have years of experience supporting diverse Aquis and Termis installations around the world. They are adept at understanding potential software implementation issues, replicating problems and resolving them quickly. With the Customer FIRST program, you can leverage vast Schneider Electric experience and expertise, saving you time and money. Software Upgrades Schneider Electric has an established history of investing in Aquis and Termis software development. Customers using our software can be confi dent of maintaining their engineering investment and seamlessly upgrading from one version to the next. We are very proud of our commitment to R&D, as it allows our customers to keep their software current without signifi cant capital and engineering costs. Global Customer Support (GCS) Website The GCS website is an online case management system and collaborative information repository supporting Aquis and Termis software applications. From the latest news, patches and updates, to compatibility information, demo applications, best practices, blogs and forums, the GCS website is invaluable. 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. Optional Services Our optional services for Schneider Electric Aquis and Termis software help you achieve even greater productivity, including: Flexible Funding for Services Allocate funds as part of your Customer FIRST agreement for training or consulting services to use at your convenience Upgrade & Migration Planning Receive a detailed execution plan to help you upgrade to the latest Aquis or Termis technology Implementation Consultant Ensure the successful deployment of your software project with a dedicated technical expert to oversee your implementation 7 software.schneider-electric.com/support/customer-fi rst

7 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 a myriad of 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 optimization services your membership will provide a signifi cant return. The program is specifi cally designed to help clients improve operational performance, protect critical investments, maximize performance and reduce total cost of ownership to get maximum value from an investment in Schneider Electric Aquis or Termis software. Life is On Schneider Electric 8

8 For more information visit: software.schneider-electric.com/support/customer-first/aquistermis Schneider Electric Software Rancho Pkwy South, Lake Forest, CA Phone: +1 (949) Schneider Electric Software, LLC. All rights reserved. Life Is On Schneider Electric is a trademark and the property of Schneider Electric SE, its subsidiaries and affiliated companies. PN SE-0250 Rel. 10/16