Customer FIRST Software Maintenance and Support Program

Protect and extend the value of your AVEVA products and solutions with comprehensive, award-winning Support and Services program

Your Success is Our Mission

The Customer FIRST Software Maintenance and Support Program is a flexible portfolio of services that help protect and extend the value of your AVEVA products and solutions across their entire lifecycle. With the formal service relationship, you get access to an assortment of service entitlements including latest software upgrades, expert technical assistance, and other optional services and self-help tools to help you improve your operational effectiveness.

Click here to learn how Software Maintenance and Support is a competitive strategy that helps sustain and improve operational performance.

The Value of Customer FIRST

Customer FIRST pays for itself many times over, maximizing the return on your entire industrial software investment in the following ways:

  • Protect Critical Investments — Customer FIRST agreements wire you in to product enhancements and the latest industry advances, so you can be confident that your software and applications are truly state-of-the-art
  • Maximize Asset Performance — Keeping your software operating at its peak is a great way to maximize return on your investment in all plant assets
  • Reduce Total Cost of Ownership — Reduce TCO by minimizing downtime and process interruption and improving operator productivity

Our Mission: Your Success

Learn more about how software maintenance and support can be a competitive strategy that helps sustain and improve operational performance.

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Knowledge and Support Centre Website

Web-based access to the AVEVA software* knowledge base, support case management and software downloads makes the Knowledge and Support Centre website an invaluable resource. Powerful self-help capabilities and a new search engine connect users to valuable information and software, quickly and efficiently.

* Does not include all AVEVA software.

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Customer FIRST Apps

The Customer FIRST Benefits and Support Apps bring AVEVA software* resources to mobile devices. Keep details of your support agreement handy so you can know immediately what is covered. Log and track service requests for convenient case management. Learn new technical tips and tricks and stay current on support related events and software news.

* Does not include all AVEVA software.

Customer FIRST for Aquis and Termis

The Customer FIRST Program for Aquis and Termis provides you with two service levels – Standard and Premium, and options that enable you to access technical support and services to optimise, fine-tune, or upgrade your system. Additional benefits for Premium members include Training, Consulting Services, Upgrade and Migration Planning, Application Support, and more.

View the Program Guide

Get Customer Support for Aquis/Termis

Customer FIRST for Avantis

Your access to exceptional technical support helps quickly resolve problems and ensures your Avantis software runs at its highest level of performance. Each program tier provides you with a range of benefits and entitlements.

Get Avantis Support

Avantis

You have options to choose from three service levels – Standard, Premium, and Elite – and options that enable you to access technical support and services to optimise, fine-tune, or upgrade your system. Additional benefits for Premium and Elite members include Account Management, Operations Support, Performance Reviews, and more.

View the Program Guide 

Avantis PRiSM

For Avantis PRiSM, you have two options to choose from – Premium and Elite – and options that enable you to access technical support and services to optimise, fine-tune, or upgrade your system. Additional benefits include Technical Account Management, Model Development Services, Upgrade Planning, and more.

View the Program Guide

Customer FIRST for Industry Software Suites

The Customer FIRST Program for Industry Software Suites offers technical support services that enable you to make the most of your software investment, and ensure your employees maximise the use of our software to help you stay competitive in the marketplace. And optional services give you the specific help that your business needs.

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Customer FIRST for Oil and Gas Midstream

Extend the value of your Oil and Gas Midstream software (including OASyS and SimSuite) with industry-leading software maintenance and mission-critical support programs.

View the Program Guide

Customer FIRST for SimSci

Access rich portfolio of services including award-winning application support, continuous software and application maintenance, and optional services to help you protect and extend the value of your SimSci investment.

Get SimSci Support

SimSci Process Optimisation

You have options to choose from two service levels – Standard and Premium – that enable you to access technical support and services to optimise, fine-tune, or upgrade your system. Additional benefits include Technical Account Management, Resident Engineer, Performance Review, on-site engineering services, and more.

View the Program Guide

SimSci Process Design

You have options to choose from three service levels – Standard, Premium and Elite – to get the most value out of your SimSci Process Design software investment. Access 24/7 Technical Support, priority case management, online training webinars, and additional benefits such as dedicated customer portal, upgrade planning roadmaps, training, engineering consultancy, and more.

View the Program Guide 

SimSci Simulation and Training

Get the most value out of your SimSci Simulation and Training software investment with access to the Global Customer Support (GCS) website, software maintenance, Customer FIRST Benefits App, system lifecycle assessment, and additional benefits such as training services, system performance health check, remote access, on-site engineering services, and more.

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Customer FIRST Programs for Wonderware, Citect and Ampla

AVEVA offers several Customer FIRST Programs for Wonderware software, designed to help you extract the most value from your software investment.

Customer FIRST for Wonderware, Citect and Ampla

A multi-tier program to keep your software current and ensure the operations of your plant, and tools to efficiently manage your system.

Program Guide  

Customer FIRST for Wonderware IntelaTrac

Two levels of services ensure that your mobile users are productive and your system remains state of the art. 

Program Guide  

Customer FIRST for Wonderware Skelta BPM

A diverse program offering two distinct levels for your workflow solution, with the higher level including full version upgrades.

Program Guide  

Customer FIRST for Wonderware eDNA

Two levels of services featuring round-the-clock access to both technical product and application layer support and services.

Program Guide  

Customer FIRST for Wonderware Electronic Billing Solution (EBS)

Two levels of services featuring round-the-clock access to both technical product and software maintenance and services.

Program Guide  

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Real-time System Monitoring and Services

Monitor your Wonderware systems and keep them running optimally with AVEVA’s Sentinel System Monitor. Sentinel System Monitor is a software application installed at your plant and available through Customer FIRST. It continuously monitors your Wonderware applications and system hardware, identifies upset conditions and alerts you to potential issues before they manifest into real problems. Optional services give you access to experts to: install, configure and maintain Sentinel System Monitor onsite for you; monitor your Wonderware solutions 24/7/365; and fine-tune your applications annually for peak performance.

Software Asset Manager

Keep track of all your installed Wonderware software and licenses easily and report quickly as needed. From a single location, download relevant software updates — like patches, fixes or service packs — and push the files to the appropriate computers on your network for later installation. Click for a Software Asset Manager datasheet

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