SCADA & MES Global Support

Introducing the Customer FIRST Maintenance and Support Program for Citect™ SCADA, CitectHistorian and Ampla

The Customer FIRST Program for Citect SCADA, CitectHistorian and Ampla software* is a new fee-based software maintenance and technical support portfolio of services, designed to help you maximize your success with Schneider Electric software products.

This new program effectively replaces the SCADA & MES Support program and provides a common framework for support and services throughout the Schneider Electric Software business.

This common framework and associated service orientated processes helps us to deliver a high quality and consistent level of support for our customers on a global scale by incorporating best practices, technology, and expert resources to help you throughout the entire lifecycle of your Citect SCADA, CitectHistorian or Ampla applications.

The Customer FIRST for Citect SCADA, CitectHistorian and Ampla Program will help you to accelerate your return on investment, minimize operational and implementation risk, and maximize the value of your software investment through product enhancements and access to expert technical assistance.

The Customer FIRST Program for Citect SCADA, Citect Historian and Ampla offers four distinct levels of support - Primary, Standard, Premium and Elite**. You can choose between these support levels based on your business requirements, project and commissioning milestones, complexity and criticality of operations and the domain expertise of your staff.

The table below summarizes how support levels in the SCADA & MES Support program map to the closest equivalent in the new Customer FIRST Program for Citect SCADA, CitectHistorian and Ampla:

SCADA & MES Support Customer FIRST
Subscription Subscription level is discontinued
Silver Primary
Gold Standard
GoldPlus Premium
- Elite

If you are a customer with a current SCADA & MES Support agreement for Citect SCADA, CitectHistorian or Ampla, you will be transitioned to the new Customer FIRST program levels at the time of renewal of your existing support agreement. Your existing SCADA & MES support agreement will be honored until expiration. Your Schneider Electric account manager or sales rep will review the Customer FIRST levels with you during your renewal discussions.

 

* While the Customer FIRST Program refers to the Citect SCADA and CitectHistorian product brands, please note that the exact same support & subscription offering is available to customers running Vijeo Citect or Vijeo Historian as well.

** The availability of support levels may vary by region. Please consult your local Schneider Electric sales representative or distributor for details.

Support Levels*

 

Customer First Support Types and Inclusions

 

* Note: The availability of support levels may vary by region. Please consult your local Schneider Electric sales representative or distributor for details.

^ Note: Services associated with an onsite visit are billable.

 

For a description of the included services and to discover the selection of optional services available, please refer to the relevant Customer FIRST for Citect SCADA, CitectHistorian and Ampla Program Guide below:

Customers in Australia/North America: Program Guide

Customers in all other countries: Program Guide

 

Terms and Conditions

Customers in Australia/North America: Customer First Program Terms and Conditions (AU - US)

Customers in all other countries: Customer First Program Terms and Conditions

 

For a better understanding of the Customer FIRST Program for Citect™ SCADA, CitectHistorian and Ampla and the benefits it provides, download the Program Guide.

Customer First Support Types and Inclusions

Customer FIRST Program Guide

Click to download

Get the support you need with a Customer FIRST support agreement

A Customer FIRST support agreement gives you access to the support resources and information you need to help you extract maximum value from your investment in Schneider Electric’s range of SCADA, MES and Historian software. Maintenance and Support Agreements are available to purchase with your software.

The Customer FIRST Program for Citect™ SCADA, CitectHistorian and Ampla offers multi-level support services to our customers. This formalized structure of support provides you with flexible support coverage, software updates & upgrades, valuable online knowledge resources & self-help tools to help you configure or troubleshoot your system, as well as 24x7 access to our experienced support engineers.

This lock icon, where displayed on the Support website, indicates the resource is protected and requires a valid support agreement with the necessary entitlement to access the content. If you have attempted to download or access content which has the icon, but do not have a support agreement or it has expired, you must first purchase / renew your support agreement. If you have a valid Customer FIRST support agreement with Schneider Electric, be sure to login using your registered support user ID to ensure you get full access to all the resources available on the Support website.

How to purchase support?

Interested in learning more about Customer FIRST for Citect SCADA, CitectHistorian or Ampla program and how you can purchase or renew support?

Please contact your Schneider Electric account manager directly or send us an email and a local sales representative will get back to you.