9/14/12 M Steidinger reviewed & made corrections

Session Description This session with provide customers with a broad overview of the Customer FIRST Program, discuss how to extract the most benefit from the program and showcase new features such as Software Asset Manager, Solution Support Services, and Proactive System Monitoring Services, a new initiative expected to be added to the program in 2013. Duration: 90 Mins.

WW TSS-01: Invensys Customer FIRST Present by: Paul Trapani 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 and Site Engineering 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 Explain why 4 levels created and how they vary from supporting the simple installation to complex multi site deployments. Highlight that Primary level is ideal for the customer that wants support but has validated systems

Key Features and Benefits of Customer FIRST Formalizes a direct, strategic service relationship from Invensys and our distribution partners Award Winning Technical Support 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.

Technical Support A live support expert to triage you 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 (aka Solutions 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

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 Wonderware has incredible history of allowing customers to upgrade seamlessly from one version to the next 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  

Tools & Utilities Software Asset Manager License Inventory Management Software Patch Management 50% Discount on Test System Licenses Ensure your application is ready before releasing to a production environment Hosted Application Clone Replica of your application running in the Invensys Support Lab for testing purposes and issue triage/resolution Available exclusively to customers at the Premium and Elite levels of Customer FIRST

Wonderware Software Asset Manager A Wonderware application that: Provides secure, robust license inventory management and reporting Quickly detects Wonderware license running on the network at a plant level For individual plants or aggregating information from multiple plants Enables efficient software update and patch management services Detects available patches and updates Numbered text slide [from Slide Master] Numbering can be activated from the button on ‘Formatting’ toolbar in PowerPoint®. The numbering style which you get as a default may not always be the correct format or colour; all numbering should be coloured Green [from the colour palette] and in Verdana Regular. Delivered as a non-intrusive, highly secure portable service

Software Asset Manager For more details, please attend WW TSS-02 Wednesday at 3:30pm

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.

Hosted Application Clone “Shadow System” Mimics what is currently in use in production/runtime Hosting options: At Invensys Corporate and Regional Headquarters At your site The Application Clone is where we have on site a copy of the customer’s application, and then when they call in to Tech Support we can actually run the scenario on their own application.  There are 3 types of this service (on our price list) Customer FIRST - Elite Level Remote Application Clone 10-7051 $10,000 E Customer FIRST - Elite Level Hosted Application Clone 10-7052 $15,000 Customer FIRST - Elite Level Enhanced Hosted Application Clone 10-7053 $25,000 The Enhanced Clone is where we actually update the MS patches etc.  Invensys application cloning solutions can help you better manage your applications and expedite replication and resolution on specific technical support issues. An application clone (also known as a Shadow System) is an exact copy of the software and hardware application. It mimics what is currently in use in production/runtime mode at your site. The application clone can be hosted at Invensys Corporate and Regional Headquarters or at your site and accessed via remote technologies

3. What’s Coming?

Future Plans for Customer FIRST: Cyber Security Maintenance Program Solution Support Proactive System Monitoring Services Continuing to improve and enhance Customer FIRST

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.

Coming Soon!… Solution Support Building on Customer FIRST Entitlement to support of application Custom code Extensive configuration Support for interfaces to other business systems Maintenance of code and related documentation Build and maintain offline test system Ongoing changes/enhancements Solution Support Required Set-up support relationship Entitlement to support of underlying products Functional issues Bug fixes and patches Enhancements and upgrades Access to support website and knowledge base Currently: Invensys provide Solution Support to a limited set of customers MES Applications OTS Applications Currently: deliverables included are inconsistent Currently: processes of engagement and delivery are different between solutions and regions Roll out a well defined Solution Support offering Create consistent processes to access Support, report issues and get resolutions Offer it across all regions and for all applications build using underlying Invensys software products Customer FIRST

Deliverables of Solution Support Support for functional issues related to custom application aspects of the Solution limited to as defined in the design specification to develop the Solution. Support for the custom integration limited to defined in the design specification to develop the Solution up to the point where the data is transferred, passed to, or staged to a third party system. Solution Support Application Support Integration Support Sustaining Maintenance Document Management Enhancements Provide or limited enhancements or changes to the custom application to align with changing business needs Custom code review or debug to resolve a reported issue or to implement a fix. Maintain master version of code with audit trail and escrow Maintain a centralized copy of the solution documentation with updates and versioning when a change to the solution is made.

Coming Early 2013… Proactive System Monitoring Services What are we talking about? New utility and service from Invensys to monitor your software application and system health The Objective Avoid unplanned downtime Maintain optimum performance of mission critical assets Ensure system health/performance Augment onsite plant resources Provide support for remote plant locations Currently GCS predominantly provides reactive technical support based on reported issues Provision of ‘remote’ support is via use of WebEx for reported issues Proactive and automated support is becoming more mainstream Channel partners have indicated a growing need for such solutions Latest survey results show increased need for remote support solution Maturity and global usage of Wonderware software in critical factory automation functions makes remote support more of a necessity

Proactive System Monitoring Services Multi-faceted Service: Initial base-lining of software application, communications and systems performance Provide real-time, continuous monitoring of systems Identify and alert on potential issues before they disrupt operations Respond to alarms utilizing standard support and escalation procedures in collaboration with customers Provide periodic system health-check reports The customer’s benefit from remote monitoring services is in the timeliness and effectiveness of the response to an issue

Proactive System Monitoring & Solution Support For more details, please attend WW TSS-07 Thursday at 8am

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