1. technology and computing
2. software

Optimize Your Automation System
and Engineering Investment
Gain access to high-quality support, hardware and software
maintenance, and lifecycle services
Your investment in Schneider Electric is about more than
the technology. It’s about achieving and maintaining peak
performance at your plant, and evolving your systems in line
with your business needs. Your success depends on the right
resources and technology within your organization,
Schneider Electric as your trusted partner, and a formal
framework to help you achieve exceptional business results.
In addition to a robust and reliable control and safety system,
you need access to resources that are both visionaries and
technical experts to minimize risks, maximize returns, and
achieve value realization.
Providing solutions to more than 200,000 plants and facilities
worldwide, Schneider Electric is committed to helping you
be more agile, efficient, effective, and competitive with
outstanding, innovative open systems and world-class support
and services. The Customer FIRST program illustrates this
commitment well, with a rich portfolio of essential services to
help you protect and extend the value of your investment in
Schneider Electric products and solutions.
Why Customer FIRST?
The Customer FIRST program formalizes your service and support relationship
with Schneider Electric through a Customer FIRST Agreement and provides
an assortment of service entitlements designed to maintain and optimize the
performance of your control and safety system through its system lifecycle.
Additionally, Customer FIRST provides access to highly skilled resources at your
fingertips to help remedy any technical issues that you experience as you adjust,
fine tune, and upgrade your system. Above all, it’s a customer-focused services
and support program structured to help you:
• Protect critical investments by effectively maintaining hardware
and software systems
• Maximize asset performance by reducing downtime and increasing performance levels
• Reduce total cost of ownership through innovative discounts and flexible funding options
• Improve operational performance by leveraging Schneider Electric resources to drive added value and maximize system utilization
Customer FIRST provides you with comprehensive services and flexible
options to choose the exact program to suit your business needs whether
you are planning a new installation; operating, optimizing, and fine tuning the
performance of a mature system; preparing for a major upgrade; or evolving
your system with the latest software and hardware updates.
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Choose a program level and options that best suit your business needs.
Whether Elite, Premium, Standard, or Primary, select a level based on your
resources, their knowledge levels, and the complexity of your system.
Consider the following questions to determine which level of Customer FIRST
is most appropriate for you:
Questions to Consider
Customer FIRST Answers
How quickly can you identify a system (or software) issue if
an unexpected malfunction occurs? Can you quickly trouble
shoot and resolve issues?
Technical Support Phone Access
Do you have experts in-house around the clock?
24/7 Technical Support Phone Access
Does your business require quick access to extensive
technical product and service documentation?
Web Support, Knowledgebase and Proactive Communications
How do you keep pace economically with current technology
and avoid obsolescence?
Advantage Upgrade Program Discount
Can you benefit from a single Schneider Electric point of
contact for technology-related questions and coordination of
issue management and problem resolution?
Technical Account Management Team
Are maintenance and training costs difficult to budget?
Flexible Funding
How quickly do you require corrective assistance?
4-hour en route response commitment — On-site
Corrective Assistance
How secure are you against cyber security threats?
Customer FIRST Cyber Security Program
How confident are you that you have proper critical spares
on-hand when you need them?
Parts Management
Could you use a Schneider Electric System Expert to
augment your engineering staff?
Resident Engineer
Enable plant resources to contribute additional value to your company by
focusing on their day-to-day job instead of troubleshooting issues that
Customer FIRST can help address. Our services are designed to optimize your
Schneider Electric system and to maximize the uptime of your production.
The Customer FIRST Program also offers 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.
Primary
Standard
Premium
Elite
CORE SUPPORT AND SERVICES
DEFINITION
Technical Support Phone Access
NBH
NBH
24/7
24/7
Web Support — Knowledgebase,
Proactive Communications
Y
Y
Y
Y
En route response commitment
for On-site Corrective Assistance
NBD*
NBD*
24 hrs*
4 hrs*
Preventive Maintenance site visits
per year
Option
Option
1
2
Includes physical inspection of equipment, review of software maintenance releases and fixes, technical
and/or product alerts, advisories as well as providing status on open cases.
Y
Y
Y
Y
Provides releases and fixes for covered software related to your application that is released during your
enrollment period. Maintenance releases provide corrections to software defects within a software revision level.
Y
Y
Y
Access to software version upgrades and revision releases.
Reserve
Exchange
Exchange
Software maintenance releases,
service packs, patches, and updates
Software Version upgrades
and Revisions**
Module Exchange/Reserve Program
Telephone access to expert technical assistance.
Access to an extensive knowledgebase of technical user documentation, issue solutions, online training
courses/seminars and software updates, and proactive communications.
A skilled Schneider Electric Service Engineer will travel to your site to perform necessary corrective
actions to return your system or application to normal operation.
MEP or MRP provides immediate access to Schneider Electric refurbished materials inventory when
rapid replacement of malfunctioning equipment is necessary.
REPORTS ACCESS
Annual Lifecycle Assessment Report
Y
Y
Y
Y
Includes a top level view of the current lifecycle status of the products in use at your site and outlines
key business objectives related to their maintenance and supportability.
Upgrade Planning Roadmap
Y
Y
Y
Y
After an assessment of the components of your system and applications is completed, a high-level upgrade
roadmap will be generated to help facilitate effective short- and long-term upgrade planning decisions.
Option
Option
Yearly
Yearly
Yearly
Quarterly
Highlights all technical support case activity, as well as labor-based cases logged by Schneider Electric’s
service management system and material usage.
1
2
Schneider Electric will review technical support, labor, material, and remote services usage, plus lifecycle
management and other technical topics of value to your site.
Y
Y
A tool that provides an initial assessment of the existing installed base of Automation and Electrical
Distribution equipment, while highlighting key actions to be taken to upgrade or maintain these systems
and to minimize any risks.
Y
Y
A stand-alone application capable of accessing installed system configuration (hardware and software)
data and lifecycle information, which is stored and maintained on the Global Customer Support website.
System File Maintenance
Evaluation Report
Support Usage
and Summary Reports
Contract Management/
Performance reviews per year
Annual evaluation helps ensure ongoing system health for Tricon, Trident systems.
TOOLS
Autodiag — Lifecycle Assessment
Tool for Schneider Electric Products
Y
Y
System Asset Viewer
SERVICES AND MATERIAL DISCOUNTS
50%
50%
50%
50%
Cost-effective upgrade options that include substantial incentives for the exchange of existing
equipment. A discount for upgrades under the Advantage Upgrade Program is provided to customers
when the older technology units are returned to Schneider Electirc.
5%
10%
10%
15%
Site Engineering Services utilizes the talents of our Field System Engineers to augment your staff with
simple day-to-day activities or to help solve more complex engineering problems.
MEP/MRP Parts
43%
43%
43%
Significant cost savings on parts from Schneider Electirc’s refurbished materials inventory. A discount is
applied to the refurbished product provided under either program and shipped according to the terms
selected by you.
Consulting Services (when
purchased with Service Agreement)
10%
10%
20%
Skilled Schneider Electirc resources to help you manage complex migrations, optimize the performance of
your existing assets, conduct routine performance assessments, and assist with new product deployment.
Spares
10%
10%
10%
Better manage and control the cost of equipment by taking advantage of discounts on the purchase of
new material that will be stored as spare inventory at your site.
50%
50%
Discount on software licenses to be used for your test, simulation, and emergency backup system.
16 hrs
24 hrs
Dedicated Customer Portal
Y
Y
Enables you to coordinate initiatives and collaborate within your own internal ecosystem and facilitate
Schneider ELectric support and commercial relationship with you.
Technical Account
Management Team
Y
Y
Uses their technical problem solving and management skills to act as your dedicated support liaison
within Schneider Electirc.
Complimentary Invitations
to Customer Events
2
5
Gain access Schneider Electirc core engineering, development, executive management, and technical
support staff, as well as to discuss corporate direction and preview emerging solutions from
Schneider Electirc during these customer events.
16 hrs
24 hrs
Our consulting services range from high-level opportunity assessments to product implementations;
from single-site projects to global, enterprise engagements
Proactive Technical Consulting
Y
The Proactive Technical Consulting team may travel to your site to build rapport with your
implementation and development teams to help drive successful projects. The visits will be scheduled
two or three times per year, typically two days per visit.
Cyber Security Readiness Workshop
Y
Activities include a review of your current cyber security program, identify potential gaps between current
state and proposed final state, and suggest a remediation plan to bring identified gaps into compliance
Advantage Upgrade Program
Site Support Services
Test and Offline Development
System Licenses
ADDITIONAL PREMIUM AND ELITE SERVICES†
Block of Site Support
Services included
Block of Consulting
Services included
NBH = Normal business hours
NBD = Next business day
* Where available
** Excludes labor and hardware, additional conditions apply.
† Minimum purchase criteria applies. Your salesperson can advise you.
Provides a block of engineering services that may be used for: system health checks, security or
optimization audits, or software migration reviews.
Primary
Standard
Premium
Elite
CORE SUPPORT AND SERVICES
DEFINITION
Optional Services
Flexible Funding (Services, Material,
Training Growth, Advantage Upgrade)
♦
♦
♦
♦
Allows you to spread payment of material and labor over the course of your Customer FIRST
enrollment period.
Upgrade and Migration Planning
♦
♦
♦
♦
Utilize your upgrade or migration plan, which includes system configuration drawings, specific upgrade
plans, and timeline documentation to help you decide on the best replacement of legacy systems.
4-hour en route response commitment
for On-site Corrective Assistance*
♦
♦
♦
Included*
On-site Corrective
Assistance — Labor Cost Inclusive
♦
♦
♦
♦
Corrective assistance services covered over the course of your contract.
Preventive Maintenance — Additional
site visits per year
♦
♦
♦
♦
Increase the number of Preventive Maintenance site visits.
System File Maintenance
Evaluation Report
♦
♦
♦
♦
Annual evaluation helps ensure ongoing system health for Tricon, Trident systems.
Autodiag — Lifeycle Assessment
Services for SchneiderElectric Products
♦
♦
♦
♦
A Schneider Electric field service representative will assist you on site using your Autodiag tool to
develop an initial assessment of the existing installed base of PLC Process Automation and Electrical
Distribution equipment.
MEP/MRP — Material Cost Inclusive
♦
♦
♦
MEP/MRP covered over the course of your contract.
Customer FIRST Cyber Security
Maintenance Program
♦
♦
♦
Cyber Security support from Schneider Electric experts and resources.
Customer FIRST
Cyber Security Assessment
♦
♦
♦
Will establish the current architecture, security posture, and profile of all assets to be assessed within
the systems network and will result in a network drawing with a system baseline scan.
Customer FIRST Turbomachinery
Controls Service Program
♦
♦
♦
The Turbomachinery CF program offers a broad portfolio of services addressing machinery issues. Including
phone and site support, consultation, and lifecycle reports for existing turbomachinery applications.
Arc Flash Mitigation Solutions for
Electrical Distribution Equipment
♦
♦
♦
The compliance with the 5-step methodology required by the NFPA 70E (USA) and CS Z462 (Canada)
standards for electrical safety in the workplace.
M2C — Maintenance and Modernization
Consultancyfor PLC Systems
♦
♦
♦
A complete on-site assessment and analysis of existing automation equipment, processes,
and support using unique methodology and assessment tool to deliver a thorough recommendation.
MP4 — Consulting Services for
Electrical Distribution Equipment
♦
♦
♦
A plantwide electrical installation assessment to define an improvement and risk management program.
Schneider Electric Product Hardware
and Software Support
♦
♦
♦
Maintenance Support services for Schneider Electric or third-party Automation assets.
Custom Application Support
♦
♦
♦
Custom application support from Schneider Electric experts and resources.
Parts Management
♦
♦
Provides on-site or off-site inventory management of selected critical spares for the duration of your
Customer FIRST Program enrollment.
Resident Engineer/Consultant
(full time or part time)
♦
♦
This resource can help manage, plan, and coordinate overall Schneider Electric systems, applications,
and service-related activities.
Application Clone (remote, hosted)
♦
Utilize application cloning solutions to help you better manage your applications and expedite
replication and resolution on specific technical support issues.
Third-party Hardware
and Software Support
♦
Gain access to expert technical support and on-site technical support for specified
non-Schneider Electric manufactured products.
NBH = Normal business hours
NBD = Next business day
* Where available
** Excludes labor and hardware, additional conditions apply.
† Minimum purchase criteria applies. Your salesperson can advise you.
Upgrade your en route response commitment to four (4) hours.
Access to
Reports
Core Support
and Services
Services
and Material
Discounts
Tools
Optional
Services
Premium and
Elite Services
AP/MKT/OP/COLL/136
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