CUSTOMER FIRST FOR AVANTIS PROGRAM GUIDE

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1 Best-in-Class Software Maintenance, Support & Services Get Maximum Value from Your Assets with Avantis Software & Services AVEVA is a global leader in engineering and industrial software driving digital transformation across the entire asset and operational life cycles of capital-intensive industries. Our software delivers proven results to more than 16,000 customers at over 100,000 sites in 130 countries. Your investment in Avantis is the first step in driving world class processes and enterprisewide business results. However, the right technology is just one factor of your overall success. aveva.com

2 Customer FIRST for Avantis The Customer FIRST for Avantis program demonstrates our commitment to your success. It offers a rich portfolio of essential software maintenance, award-winning technical support and services to help you protect and extend the value of your investment and keep your Avantis software performing at peak levels. The Customer FIRST for Avantis program ensures that you get: y Continuous software maintenance and innovation through software version upgrades to evolve your Avantis software to best address changing business needs y Access to technical support experts that are adept at resolving issues quickly, capitalizing on years of experience y Optional services to help you manage, optimize and extract the most value from your software solution Why Customer FIRST? A Customer FIRST software maintenance and support agreement is the foundation of your ongoing service and support relationship with AVEVA. It provides continuous software maintenance and convenient access to highly skilled resources to remedy any technical issue that you experience as you adjust, fine-tune and upgrade your Avantis software. Additionally, a Customer FIRST agreement provides an assortment of software and service entitlements, including full-featured software upgrades and operational support services designed to maintain and optimize the performance of your Avantis software through its entire lifecycle. Customer FIRST offers exceptional customerfocused software maintenance, services and support and is specifically designed to provide: y Improved Operational Performance Augment your internal technical resources with AVEVA experts to help improve your operations y Software Investment Protection Get access to product enhancements and innovative technology to keep your asset management software current and state-of-the-art y Increased Business Productivity Self support tools, user community forums and exclusive peer group events enable your employees to troubleshoot issues on their own, enhancing overall productivity 2

3 Customer FIRST Lets You Choose What You Need With an array of service levels and options, you choose the program level that best suits your specific needs. Whether you are planning a new installation, optimizing a mature system or evolving your system with the latest software upgrades to take advantage of rich new capabilities, one of our service levels will ensure you have what you need. Included Services Standard Premium Elite Technical Support And Services Business Hours Technical Support (normal local business hours) Access to expert technical assistance Global Customer Support Website Access Search for answers for your questions and log and track cases directly Customer FIRST Benefits App A mobile app designed to help utilize and realize value from your support and services agreement Annual Lifecycle Assessment Understand the current state of your software Discount on Technical Support Consulting Services 10% 10% 20% Leverage award-winning Avantis expertise at discounted prices Rehosting Access Disaster Recovery License Access Avantis will re-host original production licenses on a new machine in the event that the original machine is decommissioned Should a hardware failure occur, Avantis can temporarily re- commission a production system while you repair/replace your server Emergency 24/7/365 Technical Support Support available around the clock for emergency situations Annual Executive Briefing Meet with key AVEVA executives to discuss your success and/or issues with Avantis software and services Beneficiary Status to Avantis Source Code Establish 3rd-party escrow for access to Avantis source code Sustainability Assessment Contract Management/Performance reviews per year Software Maintenance And Utilities Software maintenance releases, service packs, patches, updates and hotfixes 2 A comprehensive review of Avantis.PRO Enterprise Asset Management Enterprise Asset Management business processes, system setup, interfaces/customizations and technical infrastructure A focused meeting with your sales or support partner to review utlization and value derived from your support agreement Stay current with the latest updates and fixes Software Version Upgrades and Revisions Run the latest versions of your Avantis software for optimal capabilities Included Test and Offline System Licenses Temporary license provision for your test environment during your support term Discount on Additional Test and Offline System Licenses Save on additional permanent licenses for your test environment Additional Benefits: Minimum Contract Spend Required Included Avantis Training (Classroom, Recorded or Virtual Instructor-led) 1 seat* 2 seats* Take advantage of our expert training to quickly gain advanced knowledge Block of Technical Support Consulting Services included 16 hours* 24 hours* Expert guidance on best practices during initial rollout and on- going phases for your application Complimentary Invitations to AVEVA Customer Events 2* 5* Enjoy attendance at our annual User Group and other engaging end- user events Dedicated Customer Portal A universal window to access all your plant s support activity, license and purchase history. Includes online content library, dedicated online chat & forum! Customer Support Account Manager An assigned support liaison to coordinate and prioritize support related activities to keep your operation at peak level Contract Management/Performance reviews per year 1 Incl. Maximize the benefits and value derived from your Customer FIRST agreement Annual Executive Briefing Incl. Meet with key AVEVA executives to discuss your success and/or issues with Avantis software and services *This is the base quantity provided to customers meeting the minimum spend. Depending on your spend, you may qualify for additional quantities. 3

4 Optional Services Standard Premium Elite Flexible Funding for Services Upgrade Planning Migration Assessment (from Avantis.A to Avantis.PRO Enterprise Asset Management) Customer FIRST for Solutions Embed funds into your Customer FIRST Agreement for optimization and consulting services to use at your convenience during your agreement term Enlist AVEVA experts to assist with your upgrade project planning or justification to replace competitive applications with current Avantis technology Understand the impact of and opportunities expected from an Avantis.A to Avantis.PRO Enterprise Asset Management migration Application support and lifecycle maintenance for Advanced Solutions engineered/implemented by the AVEVA 3rd Party Software Support AVEVA acts as a single point of contact for specified non-aveva software After-hours Support Access for Upgrade and Migration Implementation Operational Support Sustainability Assessment Incl. Tap into expert technical resources round-the-clock during the pivotal upgrade process Post implementation operational support and resources to maximize utilization and benefit of your Avantis software A comprehensive review of Avantis.PRO Enterprise Asset Management business processes, system setup, interfaces/customizations and technical infrastructure Beneficiary Status to Avantis Source Code Incl. Establish 3rd-party escrow for access to Avantis source code Customer Support Account Manager An assigned support liaison to coordinate and prioritize support related activities to keep your operation at peak level Resident Consultant Augment your technical staff with a skilled AVEVA consultant resident at your plant year-round to help you achieve your operational goals Implementation Consultant Ensure the successful deployment of your software project with a dedicated technical expert to oversee your implementation Application Clone (remote, hosted) A virtualized replica of your Avantis application hosted at AVEVA for testing, issue replication and advanced troubleshooting For Your Consideration When Selecting Service and Support Resources With the Customer FIRST for Avantis program, you choose a program level that best meets your business needs: Elite, Premium or Standard. You select the level based on your resources, their knowledge levels, and the complexity and criticality of your Avantis software system. The Customer FIRST for Avantis program offers you the flexibility to tailor your support and services to the specific needs of your business by layering optional services on top of your core program level. Listed below are some questions to help you determine which level of Customer FIRST for Avantis best fits your needs: y How quickly can you identify a system (or software) issue if an unexpected interruption occurs? y Do you have in-house experts around the clock to quickly troubleshoot and resolve issues? y Do you need a single AVEVA point of contact for your technology-related questions? y Do you need better coordination for your support-related issues and problem resolution? y Are maintenance costs difficult to budget? y Is your team trained for maximum utilization of your Avantis system? y How quickly do you require corrective assistance? y How secure is your system against cyber security threats? y Do you need an AVEVA System Expert to augment your engineering staff? 4

5 Keeping Your Finger On the Pulse By design, Avantis software enables your company to derive maximum benefit from your assets by tracking scheduled maintenance, automating replacement parts procurement and monitoring inventory and parts logistics. Avantis software helps you understand asset utilization and better manage capital and maintenance costs. In a nutshell, Avantis software helps customer realize outstanding return from all their assets, including people, processes and equipment. The Customer FIRST Program for Avantis software is designed to help you maximize the benefits of your enterprise asset management software by keeping it current with software maintenance, providing access to expertise should the need arise for technical support, and other valuable services designed to help you realize the most from your Avantis software. y Learn about the latest technology and new Avantis products and services y Exchange ideas and network with your peers y Enhance your skills and boost your knowledge of Avantis products The Customer FIRST software maintenance and support agreement protects your entire investment by delivering value in the following critical areas: y Access to Exceptional Global Technical Support AVEVA clients have specific business objectives and responsibilities that rarely include troubleshooting industrial software technical issues. The Customer FIRST for Avantis program provides you with streamlined access to support experts who have years of experience supporting diverse Avantis installations around the world. They are adept at understanding potential software implementation issues, replicating problems and resolving them quickly. 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. With the Customer FIRST Program, you can leverage vast AVEVA experience and expertise, saving you time and money. y Leverage Our Extensive User Community Only members of the Customer FIRST for Avantis program can take advantage of the global Avantis user community. Exchange ideas, ask questions and discuss solutions with your peers using Avantis software through online forums monitored by Avantis experts. Additionally, the Avantis team regularly sponsors end-user events focused on enabling face-toface conversations with Avantis engineers, the technical support team and key business leaders. 5

6 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 myriad 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 software utilities your membership will provide a significant return. The program is specifically designed to provide you with improved operational support, software investment protection, and increased business productivity so that you get maximum value from an investment in Avantis software. Enable plant resources to contribute additional value to your company by focusing on their dayto-day job instead of troubleshooting issues that Customer FIRST can help address. Our services are designed to optimize your Avantis implementation. AVEVA Worldwide Offices AVEVA believes the information in this publication is correct as of its publication date. As part of continued product development, such information is subject to change without prior notice and is related to the current software release. AVEVA is not responsible for any inadvertent errors. All product names mentioned are the trademarks of their respective holders AVEVA Group plc and its subsidiaries. All rights linkedin.com/company/aveva aveva.com