2. 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.

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

4. 1. Preserving your investment

5. 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

6. 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

7. 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

8. 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

9. 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.

10. 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.

11. 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

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

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

14. 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
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15. 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.

16. Wonderware Technical Support Model
Just for review, this is our support model. Let me explain
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17. 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.

18. 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”
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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

20. 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.

21. 3. What’s New

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

23. 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.

24. 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.
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25. 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.

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

27. 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.

28. 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.

29. 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.

30. QUESTIONS