IN TSS-03: Invensys Customer FIRST Presented by Alynn Burk WELCOME everyone …. I’m Paul and today I’m presenting with John … In the room we also have some representative of Customer FIRST delivery and sales. The Customer FIRST Support and Support Services Program helps our clients protect and extend the value of Invensys products and solutions. The program offers customers the flexibility to choose standardized service offerings from four support tiers, Elite, Premium, Standard or Primary. Each tier includes support services for both hardware and software products with elements such as parts replacement, version upgrades, and technical support.  The intent of this session is to demonstrate how leading companies are taking advantage of the features of Customer FIRST to lower their overall costs.

Agenda Customer FIRST - Preserving your investment Customer FIRST Benefits What’s Coming?

1. Preserving your investment

Value Proposition Value delivered through better Performance Value Related to Issues Prevented Pro-active and Preventive services resulting in avoiding critical / non-critical issues Timely software upgrades Reduce incidents of downtime or start-up losses Maximize operational performance with timely tuning Value Related to Faster Resolution Support with access to Wonderware technical experts Reduce disruption time, bringing systems back to optimum performance faster Addressing concerns and questions for effective use of the systems

Value Proposition Internal Staff Productivity Customer Entitlements Improve internal staff productivity by substantially decreasing amount of time spent by customer staff on: Analyzing and diagnosing issues Finding resolutions or seeking ad-hoc help to do so Testing potential resolutions Implementing resolutions Customer Entitlements Consulting discounts Software upgrades Conference discounts

Delivering Value for Sustained Performance Through Customer FIRST Invensys provides support, maintenance and services to: Protecting Your Critical Investment Maximizing Asset Performance Reducing Total Cost of Ownership Improving Operational Performance To deliver value at its potential requires on-going reactive support and pro-active services to overcome the challenges

Financial Analysis $1M in installed value licenses $1-$5M investment in application development, training, commissioning. Total investment conservatively $3M Cost to maintain the investment ranges from $120K to $170K per year Dropping support will lower OPEX but expose the business to significant CAPEX. Our responsibility as your partner is to protect your investment and lower your cost of ownership. Our history of investment protection is far better than others

Your Software Solution Lifecycle Stages: From Survey Use the WW data. From our Survey. From your own responses, most of you are either in mature or a modernization phase of operations.

What is your software asset lifecycle management plan? Maintenance of system Software updates that provide same functionality may not be enough How can you empower and deliver additional value to your users over time? Maintenance of system (analogous to our “Maintenance of line”) Clark County Meeting – how can he take the increased cost to the board Mention JM meeting.. Talked about CF cost increase after roadmap presentation.

Why keep your software on support? Software Updates keep your applications working within an ever-changing IT infrastructure and Business environment Enhancements and new functionality based on evolving business needs and technical capabilities Protect your investment in licenses and applications Tell KC Story Many times the actual license value

2. Customer FIRST Benefits Now we will discuss HOW specifically CF can deliver on all these value statements we just threw at you.

Tiered approach with optional services No Primary for SimSci. Premium only for IntelaTrac

Customer FIRST Program - Overview Elite Level Support On Site Response Time – 4 hrs Premium Level Support Consulting Services Optional Standard Level Support Enhanced Technical Support Product Upgrades Enhanced Technical Support Product Upgrades Consulting Services Proactive Technical Consulting Optional Services On Site Response Time – 24 hrs Technical Support Product Upgrades Optional Services (c) 2002 Invensys Systems, Inc. 14 5-May-19

Key Features and Benefits of Customer FIRST Formalizes a direct, strategic service relationship with Invensys Award Winning Technical Support & Consulting Product Upgrades and Software Maintenance Software Tools and Utilities Access to experts via telephone and web Workforce shortage of labor and skills, therefore take advantage of Invensys resources Priority onsite service Annual Software Support & Maintenance Wonderware Mobile Solutions’ annual software support and maintenance agreement provides your company with the latest system enhancements and technical support to ensure that your IntelaTrac system is taking advantage of the latest updates and is running efficiently. Wonderware has invested in the latest tools and applications to enable us to support your organization accurately and quickly. Our goal is to ensure that your IntelaTrac system is running at the highest level of performance and with the latest version of IntelaTrac. In addition, the annual IntelaTrac software support and maintenance agreement provides your company with access to Wonderware’s technical support, engineering, quality assurance, and on-site support teams, to ensure rapid support and resolution to technical issues. The IntelaTrac software support and maintenance agreement includes the following technical service, support and upgrades: • Customer assistance and technical phone support is available from 7:00am to 7:00pm (CST) for help with troubleshooting IntelaTrac system interruptions. Wonderware Customer Support provides multiple access paths including live phone assistance, online assistance and real-time direct access. • Software upgrades, new releases, and enhancements of the IntelaTrac software modules purchased in the original system. • Hot fixes and service packs as needed between major releases. • On-site technical support billed on an hourly or daily basis at standard rates plus travel.

Wonderware Technical Support Model Just for review, this is our support model. Let me explain (c) 2002 Invensys Systems, Inc. 16 5-May-19

Technical Support A live support expert to triage and expedite resolution, and reduce the time you spend on the issue If critical issues occur, 24/7 emergency access to support will get you back up and running with a minimum of downtime Onsite technical support personnel can be en route within 4 hours to help resolve issues when phone support has been exhausted Custom Application Support Resident Engineers Technical Account Management Research at your leisure utilizing online self support   You may need live technical support by experienced software experts during operating hours or you may want to leverage existing product info, web portals and expert systems to solve your problem or answer your question. Either way, Customer FIRST offers a wide range of options. We ensure your IntelaTrac System performs to your expectation and keep your Mobile employees productive without interruption.

Prepaid Application Consulting Objective Provide our customers with an initial set of application consulting hours to help exploit the maximum value from your software 24 hours of Prepaid Application consulting is included for Elite and 16 hours for Premium customers Benefit Assist in troubleshooting issues, development and implementation of best practices, strategic planning, system optimization, etc. Effectively another resource “on the team” (c) 2002 Invensys Systems, Inc. 18 5-May-19

Product Upgrades and Software Maintenance Invensys Software upgrades included as long as you maintain your Customer FIRST agreement Keep up with the latest operating system or database Extend your capabilities through the newest software features, empower your users Preserve your application development investment Product Upgrades For the rare operations that never change, new software features and enhancements may not be needed or financially compelling. However, most of our customers’ operations want to leverage new functionality as it becomes available to grow the software capabilities in step with their business’ needs. Most need the latest operating system, database and technology our customers’ operations want to leverage new functionality as it becomes available to grow the software capabilities in step with their business’ needs. Most need the latest operating system, database and technology  

50% Discount on Test System Licenses Provide duplicate or mirror some or all On-Line system with an Off-Line system for : Testing purposes Simulation Emergency back-up (disaster recovery or failover) The Test, Simulation, and Emergency Back-up System Program is designed to duplicate or mirror some or all On-Line (i.e. production) system with an Off-Line (i.e. non-production) system for the purposes of testing, simulation, or emergency back-up such as disaster recovery or failover. The Customer FIRST Program provides access to a 50% discount on software licenses to be used for the duplicate system.

3. What’s New

What’s New: Technical Account Manager Dedicated Customer Portal Cyber Security Maintenance Program Continuing to improve and enhance Customer FIRST

Technical Account Manager Technical Account Manager (TAM) Single Point of Contact for technical issue management and escalation. Provides reports on issue status, their resolution and lessons learned to be shared across the customer organization. Can facilitate communication within the Invensys Operations Management Organization.

Dedicated Portal Objective Benefit Provide our qualified Premium & Elite level customers with a robust, private collaboration tool to better facilitate our support and commercial relationship, and capitalize on your own internal ecosystem. Benefit Monitor your global assets and installations using a single web interface. Organize and share information including Best Practices. Coordinate initiatives Improved, rapid collaboration among global network of Wonderware users within your company and leverage the contribution of global users. Improved adherence to corporate technology standards and best practices. (c) 2002 Invensys Systems, Inc. 24 5-May-19

5-May-19 Customer Portal Communications Central: Shared Documents & Best Practices. Global Service Views – SR History and management. Portal Member Management. Portal Forum. Customer FIRST Agreements (c) 2002 Invensys Systems, Inc.

Global Site Service Management 5-May-19 Global Site Service Management (c) 2002 Invensys Systems, Inc.

What is Cyber Security ? Compliance to current and future cyber regulations Protection of Intellectual property Improved network performance and efficiency Maximized security and performance of critical business applications Reduced downtime through an optimized, redundant and secure network Lower cost of ownership with fully managed solutions Security of remote access and remote systems Customized & flexible solutions What is Cyber Security? Is a big question. One of the key corner stones to Invensys’s Cyber Security is the need to secure cyber assets. In our own industry’s we have to look no further than the events of just a couple year ago with viruses like Stuxnet which targeted automation equipment have challenged Invensys and the automation industry to re-think our technologies. Recently, two new viruses linked to Stuxnet have been discovered. These events and our customer’s needs provide the framework that drive “what is cyber security” as listed.

Cyber Security Maintenance Program Readiness Workshop Assessment Workshop Maintenance Program Readiness Workshop: included for Elite with min. spending; optional for Standard & up . 3 days workshop Assessment workshop: full analysis ; can be up to 9 weeks at site of cyber security consulting team Maintenance Program: to enroll you have to have had an Assessment workshop.

Cyber Security Workshop Cyber Security Site Assessment Why do it? Cyber threats and attacks are industry and revenue agnostic Having a cyber security assessment is a critical first step in establishing a defense in depth best practice strategy What is it? An in-depth, on-site review of a customer’s network. Establish current architecture, security posture and profile of all assets Network system baseline scan of those assets What do I get? A comprehensive technology assessment including; Network topology, evaluation of network, list of findings, asset report (missing patches, etc), security shortfalls and best practice recommendations and more   Cyber security attacks are on the rise, any industry is a target and size business can be attacked. A cyber security assessments are critical for a company just starting out or a business that has not evaluated their network recently. Everyone can benefit from a cyber assessment. The cyber security team focuses on the 5 primary Invensys industries and has experience in all. As stated on the slide. This is an extensive on-site assessment taking a up to 5 days. Follow by a very comprehensive report. This report will lay the ground work for the current baseline of the customer’s network as well as what are the “Best Practice” cyber security next steps that are in alignment with their network.

QUESTIONS