Slide 2 Session Description This informative session will cover 2 new value-add services being introduced by GCS. Proactive System Monitoring Services aims to remotely monitor and provide proactive support to avoid unplanned downtime and optimize system performance. Solution Support Services extends our software product support to include support for advanced applications with extensive configurations, custom code & proprietary interfaces. Duration: 90 Mins.

© 2012 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners. WW TSS-07: INTRODUCING: Proactive System Monitoring Services & Solutions Support Krishnan Iyer, Paul Trapani Samir Bhargava, William Nyman October 2012

Slide 4 Catch & fix issues early on What If..? Prevent unplanned outages Get alerted on potential issues Track changes to system parameters Systems Monitoring Issues – What if …. Focus on business Don‘t have to adjust system parameters frequently Have knowledge of optimized performance levels of systems Get quick resolution of issues Get periodic reporting on your systems‘ performance Systems issues get reported automatically to Invensys Increase yields Increase revenue

Slide 5 Independent Survey Results (excerpt) … Interest in Invensys Monitoring Tools & Service Nearly two-thirds of participants are interested in tools or services from Invensys to monitor software applications and systems Preferences do not vary by product brand ServiceXRG - ww.servicexrg.com, Remote Support Customer Preferences Study

Slide 6 Independent Survey Results (excerpt) … Interest in Invensys Monitoring Tools & Service – By Region ServiceXRG - ww.servicexrg.com, Remote Support Customer Preferences Study

Slide 7 Proactive Support – Where are we today? 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

Slide 8 Introducing … Proactive System Monitoring Services Avoid unplanned downtime Maintain optimum performance of mission critical assets Ensure system health/performance Augment onsite plant resources Provide support for remote plant locations The Objective Part of Customer FIRST Program Offering

Slide 9 Proactive System Monitoring Services Initial base-lining of monitoring systems’ attributes 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 Multi-faceted Service:

Slide 10 Proactive Remote Monitoring Services Customer Site Lake Forest Slovakia Germany Shanghai …..…. GCS Tech Support Engineers RSS Monitoring App. L2 Support Conceptual Model

Slide 11 Proactive Remote Monitoring Services IOM Regional Monitoring Centers Customer Site Monitoring System Event Data Internet Lake Forest Slovakia Germany Shanghai …..…. GCS Tech Support Engineers RSS Monitoring App. L2 Support Conceptual Model

Slide 12 Proactive Remote Monitoring Services IOM Regional Monitoring Centers Customer Site Monitoring System Event Data Internet Lake Forest Slovakia Germany Shanghai …..…. GCS Tech Support Engineers IOM Global Monitoring Center Backup Center, Consolidated Reporting, Dashboard Internet RSS Monitoring App. L2 Support Access to Monitoring Data Conceptual Model

Slide 13 IOM Regional Monitoring Centers Customer Site Monitoring System Event Data Alert? Internet SR Created in Case Management System Lake Forest Slovakia Germany Shanghai …..…. GCS Tech Support Engineers Acknowledge issue, provides resolution IOM Global Monitoring Center Backup Center, Consolidated Reporting, Dashboard Internet L2 Support RSS Monitoring App. Access to Monitoring Data Proactive Remote Monitoring Services Conceptual Model

Slide 14 Monitoring Components... Customer Site WW Application Application Agent Infrastructure Agent Case Resolution

Slide 15 Monitoring Components... Customer Site WW Application Application Agent Infrastructure Agent Rules Engine Alert Identification Data Gathering Case Creation Case Resolution Tech. Support Communications

Slide 16 Monitoring Components... Customer Site IOM WW Application Application Agent Infrastructure Agent Rules Engine Communications Secure 1-way communication

Slide 17 Monitoring Components... Customer Site IOM WW Application Application Agent Infrastructure Agent Rules Engine Communications Alert Identification Data Gathering Case Creation Secure 1-way communication

Slide 18 Monitoring Components... Customer Site IOM WW Application Application Agent Infrastructure Agent Rules Engine Communications Alert Identification Data Gathering Case Creation Case Resolution Tech. Support Communications Secure Tech. Support 1-way communication

Slide 19 The Approach and Next Steps … Finalize customer requirements Design and architect technology platform –Partner with proven, industry-standard technology vendors Conduct pilot project with selected customers (Oct/Nov ‘12) Setup technology infrastructure, designate resources, implement processes Production launch of Proactive Remote Monitoring Services (Early ‘14)

Slide 20 Summary … Part of Customer FIRST program offering Objective is to provide proactive support via continuous monitoring Includes initial base-lining of systems to be monitored Includes periodic system health check reports Will start off with pilot program before production launch Proactive System Monitoring Services

© 2012 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners. Solutions Support Samir Bhargava William Nyman October 2012 Sl id e 2121

Slide 22 Problem Statement Background Gap exists between Requirements and Product Complete Solution requires: Incorporate unique rules / processes Custom user interface Custom integration Custom reporting Background Gap exists between Requirements and Product Complete Solution requires: Incorporate unique rules / processes Custom user interface Custom integration Custom reporting Currently provide for various solutions to 20+ customers Background Gap exists between Requirements and Product Complete Solution requires: Incorporate unique rules / processes Custom user interface Custom integration Custom reporting Background Gap exists between Requirements and Product Complete Solution requires: Incorporate unique rules / processes Custom user interface Custom integration Custom reporting Issues Support gap between Product and Solution Delivery Strategy to manage customer Solution Knowledge Sustaining engineering for custom code Transition of ownership from delivery to long term support Issues Support gap between Product and Solution Delivery Strategy to manage customer Solution Knowledge Sustaining engineering for custom code Transition of ownership from delivery to long term support Issues Support gap between Product and Solution Delivery Strategy to manage customer Solution Knowledge Sustaining engineering for custom code Transition of ownership from delivery to long term support Issues Support gap between Product and Solution Delivery Strategy to manage customer Solution Knowledge Sustaining engineering for custom code Transition of ownership from delivery to long term support Resolution Extent product support to include support for complete solution Ongoing support for custom development extensions Maintain solution documentation and knowledge Customizations upgrade and enhancements Resolution Extent product support to include support for complete solution Ongoing support for custom development extensions Maintain solution documentation and knowledge Customizations upgrade and enhancements

Slide 23 Lifecycle of an Application Plan & Build Operate & Maintain Improve & Optimize Evolve & Modernize Solution Lifecycle Application Support Knowledge Transfer Delivery Custom Solution Support Custom Solution Support Solution Maintenance Product Support Customer FIRST Software Upgrade Delivery Enhancements

Slide 24 Solution Support: Building on Customer FIRST Solution Support Customer FIRST 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 knowledgebase Set-up support relationship Entitlement to support of underlying products Functional issues Bug fixes and patches Enhancements and upgrades Access to support website and knowledgebase 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 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

Slide 25 Benefits of Solution Support: Building on Customer FIRST Protect Critical Investments – Sustain and extend the life of business- critical applications implemented at substantial costs Maximize Asset Performance – Provide resolution to functional and operational issue to reduce downtime and optimize productivity and performance of assets. Reduce Total Cost of Ownership – Balance short term budgets with longer term needs to effectively manage overall costs. Escrow Custom Applications Code and Documentation – Unlike Generally Available software, there is no vault or specific responsibility to version control code and update documentation.

Slide 26 Business Environment Reality Challenges in Sustaining Value after Successful Implementation Evolution Challenges Evolution – IT & business applications out of phase with business needs, need of continuous improvement and occasional step changes Infrastructure Challenges Infrastructure – changes in Corporate IT environment,, alignment of various solutions/tools Resources Challenges Resources – experience, turn over, staffing, training, knowledge Operational Challenges Operational – sustaining solution/ user performance by addressing functional and technical issues Actual Potential Value Time Doing nothing is not an OPTION

Slide 27 Interest in Invensys Solution Support Service Nearly half (48.2%) of respondents express interest in solution support services from Invensys. Less than a quarter (21.4%) of participants are not interested. How interested are you in a service provided by Invensys / Wonderware to provide end-to-end solution support for applications and customized code? * Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about 1000 respondents

Slide 28 Attributes of a Solution Support 1 Not Important Extremely Important Average Support for Custom Functionality 5.3%9.6%28.5%40.2%16.4%3.5 Lifecycle maintenance of Application Health 4.6%9.9%31.9%36.9%16.7%3.5 Lifecycle maintenance of Application Knowledgebase 6.4%10.7%29.2%34.5%19.2%3.5 Sustaining Engineering (software maintenance / custom code) 3.9%10.9%34.5%33.8%16.9%3.5 Support for Custom Integration 4.3%11.5%32.0%35.3%16.9%3.5 Application Design Review and Enhancement Services 5.0%16.0%32.3%31.6%15.2%3.4 Local Parts Management 11.4%16.0%30.2%26.7%15.7%3.2 On-site Hardware Support 12.8%14.9%31.6%28.7%12.1%3.1 Onsite Invensys / Wonderware Engineer 15.6%18.8%24.5%27.3%13.8%3.0 Which of the following elements of an end-to-end solution support program are most important to you? * Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about 1000 respondents

Slide 29 Preferred Provider of Solution Support Services 38.7% of respondents would like to perform solution support activities with internal staff using tools provided by Invensys. Customers are interested in services from Invensys partners. The majority (44.2%) of respondents indicate that they would like Invensys to provide solution support services. Which of the following is your preferred provider for end-to-end support for Invensys solutions? * Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about 1000 respondents

Slide 30 Deliverables of Solution Support Solution Support Application Support Integration Support Sustaining Maintenance Document Management Enhancements 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. 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. Provide or limited enhancements or changes to the custom application to align with changing business needs

Slide 31 Process Flow for Getting Support Customer Super User analyzes Line Issues and raise it to GCS, if required Triage by GCS to decide if it is a Product or Application issue For Product Issues, Product Expert work with R&D deliver resolution If entitled to Solution Support, diagnosed by Solution Support expert Code Fix or Change requires access to Code Check back Code, Update Documentation Code change tested and fix proved Fix / Resolution delivered to the Customer Seamless Process for Total Solution Support No Functional Issue resolved by Solution Support

Slide 32 Solution Support: Pre-Requisites

Slide 33 Solution Support: Effort Estimation Effort required to support Custom layer of Application under Solution Support depends on: Complexity of customization and configurations Number of sites running the application Commonality of solutions across the sites Distribution of sites across regions Customer resources training and experience It is NOT one size fits all

Slide 34 Current Status and Next Steps 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

© 2012 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners. Thank You 3535