Assistance with locating your regional team is also available by contacting: +1.613.591.1943 or emailing supportTRSS@se.com
Customer FIRST Support Program
Full Support for Your Investment
For service and support, Geo SCADA Expert offers a Customer First Support Program. Customer FIRST is Schneider Electric's comprehensive, fee-based software maintenance and technical support program, intended to help you extract and retain the maximum benefit from your Geo SCADA Expert investment across the product's lifecycle.
The support and service features included in each of the Customer FIRST Support Program levels are depicted below.
Standard Customer FIRST Support Agreement
With a Standard Customer FIRST Support Agreement, everyone gets all the available support features during regular business hours:
Full access to all product updates
Full access to the Technical Support department
Other inherent benefits
Maximize ROI. Your investment in Geo SCADA Expert will always be up-to-date with the continued enhancements and state-of-the-art technology that we bring to the enterprise software market.
Premium Customer FIRST Support Agreement
With a Premium Customer FIRST Support Agreement, Schneider Electric provides everything in the Standard agreement, plus emergency technical support outside of normal business hours (24/7/365) for situations that involve loss or potential loss of an essential function such as a production line, system or plant down situation. Through this emergency technical support, agents will help you restore operation to a previously backed up configuration.
Further details on Service and Support benefits
Following our product version policy, we aim to release major versions approximately every 8-12 months and monthly versions for most months as needed. A major version includes significant new features or capabilities. Standard and Premium members are eligible for major and minor releases.
Customer FIRST Support Agreements are tracked within the License Management system which is accessed by the technical support team. When a member calls, they are identified by their site ID number and provided full support if in a valid Customer FIRST Support Agreement.
How Support & Maintenance works
The Customer FIRST Support Agreement price per annum is calculated as a percentage of the sum of the list price values of the licenses onsite. For Standard agreements it is 17% of the list price total, and for Premium agreements it is 20% of the list price total.
All licenses on a customer site must be included to form a valid support contract -- the support contract is only valid if all the references of a specific site are in support and all in support at the same level. If there is a mix of support levels on a site, the minimum level of support will be provided.
If your Customer First Support Agreement lapses and you would like to be reinstated into the program, the reinstatement is subject to a retroactive payment plus the upcoming year (356 days) of support. The retroactive period will not exceed three (3) calendar years.
For further information, questions or comments, please contact your local Schneider sales channel.
Following each new version release, each version undergoes 3 years Active Maintenance.
Active Maintenance: All relevant bug fixes from the latest development branch are migrated onto the released version and provided as periodic Monthly Update releases. Monthly Update releases are fully supported.
Out of Support: This version is no longer supported. The support group will not investigate reported issues unless the person raising the issue indicates it is still a problem in a supported version.