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
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
Access to Level 2 Direct/Advanced Technical Support
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
Access to the Wonderware Knowledge & Support Center
Access the Wonderware 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
10% Discount on Prepaid Consulting Services Block of 40 Hours
WonderCare On-Site Technical Review
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.
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:
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 email@example.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
Wonderware Software Asset Manager (SAM)
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 now included with Standard, Premium and Elite contracts! If your contract is not yet due for renewal, but you would like to download your free license, log into the Knowledge & Support Center and search for “Software Asset Manager 4.0”.
Sentinel Proactive System Monitoring Application & Services
The Sentinel application monitors:
Wonderware Services and Object Attributes
Windows Event Logs
Computer Health Attributes
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.
Discount on Test and Offline Development System Licenses
Save on additional licenses for testing your applications.
Software License Replacement
Additional Benefits from Wonderware Corporate (Min. Contract Spend Required)
Training Seat Entitlement
Block of Technical Support Consulting Services
Complimentary Invitations to Customer Events
Dedicated Customer Portal
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?
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.