Schneider Electric’s comprehensive, 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.
There are two options available for Customer FIRST Support, Standard and Premium.
Standard: Intended for smaller systems, and provides support during 8:30am and 6:30pm EST. Includes software version upgrades.
Premium: Intended for companies running high availability systems for whom downtime is expensive. 24/7 support for critical issues (reinstall, restore & relicense) and daytime support 8:30am to 6:30pm EST for all issues available.
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.
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.
Schneider Electric aims to release major versions approximately every 812 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.