1. 9/14/12 M Steidinger reviewed & made corrections

2. 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 Duration: 90 Mins.

3. 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.

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

5. 1. Preserving your investment

6. 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

7. 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

8. 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

9. 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

10. 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.

11. 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.

12. 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

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

14. 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

15. 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.

16. 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

17. 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

18. 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

19. 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

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

22. 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.

23. 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
$10,000 E
Customer FIRST - Elite Level Hosted Application Clone
$15,000
Customer FIRST - Elite Level Enhanced Hosted Application Clone
$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

24. 3. What’s Coming?

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

26. 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.

27. 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.

28. 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.

29. 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

30. 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.

31. 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

32. 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

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

34. QUESTIONS