Your Success is Our Mission
AVEVA Customer FIRST is not just a cliché, it is a mantra that drives our everyday efforts to put our customers first – ensuring your overall success with our software is essential. We strive to deliver innovative, market-leading software coupled with a wide range of services and resources that form the foundation of a long-term, strategic relationship with AVEVA. With Customer FIRST, you get a continuum of investment protection and value with a program designed to proactively help make sure you are getting the most out of our software throughout its life and achieve your key business objectives.
AVEVA Customer FIRST ensures that you get:
- Continuous software maintenance and innovation through version upgrades to keep your software “state-of-the-art” so you can respond quickly to challenges and opportunities
- Access to technical support experts to accelerate time to value and to quickly remedy any technical issue that you experience as you install, fine-tune, and upgrade your software
- Optional services and resources to drive adoption and increase productivity, efficiently maintain and optimise the performance of your software, and meet your changing business needs
Whether you’re looking for a minimum level of support for an existing, steady-state application, or you need a higher level of support coupled with pro-active services for a mission-critical, evolving solution, Customer FIRST can be tailored to your needs.
Customer Success Management Packages
These new packages are a suite of strategic engagements and services – many available remotely – that provide personalized guidance from highly competent Customer Success Managers (CSMs) and other experienced technical resources across three key areas: onboarding, adoption, and success. We currently offer two packages, each with a high level of engagement:
- Advanced – A strategic team is focused on your long-term success. Designated CSMs and technical resources extend your team’s capabilities through best-practice leadership and hands-on expertise to achieve rapid adoption and optimized production performance.
- Enterprise – A dedicated resource(s) drives coordinated success activities across geographic regions. Enterprise builds on the Advanced level with CSMs providing cohesive, global oversight to ensure best-practice standardization and optimized deployment of AVEVA technology.
Customer Success Accelerators
Our extensive collection of Customer Success Accelerators are designed to ensure your success with our software. These optional outcome-based services support you through each lifecycle stage of your software. Whether you are engineering best practices, effectively running and maintaining your software, optimizing its performance, or driving further innovation, you will find this growing collection of services valuable. Learn more about our Customer Success Accelerators.
Coverage for all AVEVA Software
Our comprehensive software portfolio provides everything you need to unlock real business value and deliver meaningful results, and Customer FIRST provides value-adding support and services tailored to your software and needs.
Knowledge and Support Center
The Knowledge and Support Center is an invaluable resource that makes AVEVA software knowledge base, support case management, and software downloads easily accessible. Powerful self-help and search capabilities quickly and efficiently connect you to useful information and the latest software.
Support Anytime, Anywhere with the Customer FIRST Support App
Bring AVEVA software support resources to your mobile device for convenient, on-the-go access to:
- News – Stay up-to-date with the latest news and product alerts.
- Case Management – Log and manage service requests and receive updates.
- Knowledge Search – Access over 15,000 tech notes, knowledge articles and FAQs.
- Favourites – Bookmark resources for convenient access from the home screen.
Download the Customer FIRST Support App on your iOS or Android device and login with your AVEVA Knowledge and Support Center credentials. You may also visit the center to register or to reset your password.
Real-time System Monitoring and Services
Monitor your Wonderware systems and keep them running optimally with AVEVA™ System Monitor, 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 AVEVA™ System Monitor onsite for you; monitor your Wonderware solutions 24/7/365; and fine-tune your applications annually for peak performance. Click for the datasheet.
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.