Customer FIRST Support

Our Commitment to Your Success

Customer FIRST Software Maintenance and Support Program is the foundation of your service and support relationship with Wonderware Midwest and AVEVA. A flexible portfolio of services help protect and extend the value of your Wonderware products and solutions across their entire lifecycle. With the formal service relationship, you get access to an assortment of service entitlements including latest software upgrades, expert technical assistance, and other optional services and self-help tools to help you improve your operational effectiveness.

Click here to learn how Software Maintenance and Support is a competitive strategy that helps sustain and improve operational performance.

Customer FIRST Support Benefits

Technical Support

Normal Business Hours Technical Support

Wonderware Midwest is the local Wonderware Certified Support Provider (CSP), serving: Wisconsin, Minnesota, North Dakota, South Dakota, Iowa, and the upper peninsula of Michigan.

All Customer FIRST agreement holders have access to Level 1 support, providing local expert technical assistance during normal business hours (Central Standard Time).

  • Hours of operation: Monday-Thursday, 8:00 AM-5:00 PM and Friday, 7:30 AM-4:30 PM

  • Support phone number: 1-866-826-9725

  • Calls and voicemail are answered in the order in which they are received

After-Hours Emergency Technical Support

This emergency support service is available to contract holders through Wonderware Midwest, and is billable at a rate of $370/hour. Call the regular support line (1-866-826-9725) and follow the prompts to reach the Technical Support Engineer on call. (Service is not guaranteed)

Access to Level 2 Direct/Advanced Technical Support

Premium and Elite contract holders are entitled to contact Wonderware Corporate Level 2 direct/advanced support during normal business hours (Pacific time) – an additional 2 business hours daily.

Emergency 24 Hour Technical Support

Emergency technical support is available outside of normal business hours to Premium and Elite Customer FIRST agreement holders for situations that involve loss or potential loss of an essential function; such as a production line, system, or plant downtime situation. This emergency support service is provided through Wonderware corporate out of Lake Forest, CA.

Emergency phone number: 1-949-639-8500

Services

Access to Wonderware Global Customer Support (GCS) Site

Access the GCS Knowledge and Support Center to manage your profile and subscribe to specific updates, or browse any of the following software-related news:

  • Helpful Tech Notes, Tech Alerts, and FAQs – search a variety of topics by product and date

  • Wonderware Technical Support Forums, Wonderware Developer Network, and Forum Archive via the Wonderware Community

  • Product downloads, patches, and updates in the Product Hub

  • Report views such as the Product Compatibility Matrix

  • Videos on Technical Support Topics, Success Stories, and pre-recorded Webinars

To sign up, visit softwaresupport.aveva.com

25% Discount on One (1) Wonderware Midwest Training Class per Agreement Year

Attend a Wonderware Midwest training course throughout your agreement term and receive 25% off your enrollment. Learn more about available courses, recommended learning paths, and delivery methods here.

10% Discount on Prepaid Consulting Services Block of 40 Hours

Leverage Wonderware Midwest resources to help manage complex migrations, optimize the performance of existing assets, and assist with new product deployment. Visit the Consulting Services page for more information.

WonderCare On-Site Technical Review

On-site technical review to examine the overall health and implementation of the Wonderware environment at a site. We look at log files, computer performance and architecture, and then make recommendations that will help improve performance and bring the systems into compliance with current best practices. Learn More

Customer FIRST Benefits App

A mobile smartphone/tablet application designed to help you understand your support and service entitlements and provide you with information to realize the full value of your Customer FIRST Support investment. The app supports both Android and iPhone devices.

Includes:

  • Latest information & updates regarding Customer FIRST

  • Technical Support ID for accessing support

  • Real-time notifications of available software updates available for download via the GCS

  • Proactive alerts about availability of new services, technical support articles, and benefits you can immediately put to use

Access to Wonderware eLearning Webinars

Watch on-demand, feature-specific recorded lectures and software demonstrations. Visit the training web page and look for the following designation:

webinar

Software Maintenance and Utilities

Software Version Upgrades & Revisions - Upon Request

Keep software and systems up to date with access to software version upgrades and revision releases. Version releases are the most significant software upgrade. They contain major new features and enhancements; whereas revision releases contain both software correction and minor enhancements.

Each time a new software version is released, you may request upgrades to your licenses by submitting a request to orders@wonderwaremidwest.com

Sign up for The Brief email newsletter to receive notifications of new version releases, events, training, and more.

Software Maintenance Releases, Services Packs, Patches, Updates & Hot Fixes

Maintenance releases provide corrections to software defects within a software revision level. Media will be made available upon release, in electronic or physical format as appropriate, during the coverage period of your program enrollment. Wonderware makes no guarantee that maintenance releases will become available during the agreement period. To download available media, log into the Global Customer Support (GCS) site and click on the Product Hub.

Wonderware Software Asset Manager 3.0

The latest version of automated software and license inventory and management, including functions for software update assessment, acquisition and deployment in a secured and private environment. It is designed to include the most current and cutting edge cyber-security practices, and is delivered as a non-intrusive, portable service that will not impact your systems’ performance or interrupt production.

SAM is included with Premium and Elite contracts, and is available for purchase to Standard contract holders. Learn More

Sentinel Proactive System Monitoring Application & Services

The Sentinel application monitors:

  • Wonderware Services and Object Attributes

  • ArchestrA Logs

  • Windows Event Logs

  • Computer Health Attributes

  • Windows Services

Upset conditions trigger alerts, allowing you to respond to an issue before an application error or downtime event occurs. Sentinel is included with Elite support contracts, and is available for purchase by Standard and Premium contract holders.

Learn More

Discount on Test and Offline Development System Licenses

Save on additional licenses for testing your applications.

Software License Replacement

Software license replacements cost 80% of list price. Elite contract holders may request up to two (2) replacements per agreement period free of charge.

Additional Benefits from Wonderware Corporate (Min. Contract Spend Required)

Training Seat Entitlement

Take advantage of expert training. Quickly gain advanced knowledge by participating in classroom, eLearning, or virtual instructor-led classes.

Block of Technical Support Consulting Services

Receive expert guidance on best practices during initial rollout and ongoing phases of your application.

Complimentary Invitations to Customer Events

Participate in the annual Innovation Summit and other end user events!

Dedicated Customer Portal

Access all your plant’s support activity, license and purchase history, and a private content library to centralize your support communications.

Consider Your Needs:

  • What does one hour of downtime cost your operation?

  • How quickly are you able to identify a system/software issue if an unexpected malfunction occurs?

  • Do you have the resources to quickly troubleshoot and resolve issues?

  • Do you have experts in-house around the clock?

  • Do you find maintenance costs difficult to budget?

  • Is your team properly trained to maximize the use of your system?

  • How quickly do you require corrective assistance?

  • How secure are you against security threats?

Pricing

Customer FIRST Support is fee-based and paid annually. License value is determined by the current published product cost, and enrollment or renewal pricing is determined by the total license value at the site. Mandatory upgrades to the current version are included upon enrollment. Any licenses not included in the list are subject to additional upgrade and support costs.

If purchases are made during the agreement period, those licenses are added to the agreement and pro-rated to the expiration date. If purchases are made through a third party, it is the responsibility of the site to add those licenses to support at the time of installation or renewal. Adding missing licenses to the agreement requires a version upgrade purchase and any applicable activation fees.

For questions about your support benefits:

CONTACT LEAH WOLFE

For Technical Support:

CONTACT SUPPORT