Support

Maintenance Programs and Support Services

We’re here to make sure every deployment is a success. InSource provides value-adding support and services tailored to your software and needs.

We appreciate the investment you have made with InSource.   

We believe that professional maintenance and support is the right way to reduce software and hardware system life cycle costs and ensure maximum benefit.   

From implementation, to operation, to maintenance, optimization & evolution, the InSource team, backed by our software partners will be there.

 

Ready to move your investment forward?  REQUEST LICENSE UPGRADES

AVEVA Customer First Support Programs

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 optimize the performance of your software, and meet your changing business need

the Customer FIRST Program Guides:

MONITOR & CONTROL operate & optimize

asset performance ENGINEER & CONSTRUCT

AVEVA Customer First for System Integrators

Systems Integrator Partners are eligible for additional Customer First Program Benefits:

  • Two training seats for InSource led classes
  • Consignment Development Licences.  Run-time support is not included in Consignment Support. Consignment product Support is ONLY available to System Integrator, OEM and VAR Partners during the development of an application.  Once the development application is commissioned (enters production phase) the end user must purchase their own Customer FIRST subscription to cover runtime support for the products involved.

Resources:  System Integrator Program Requirements  ◊ The System Integrator Support Matrix ◊  Certified SI Application Developer Enrollment Form  ◊ System Integrator Agreement ◊ System Integrator Virtual Lunch & Learn Recordings

system integrator customer first program guide

Technical Support Hotline

1.888.691.3858

Tech Support Hotline

Our team of highly trained support professionals handles more than 2,500 distinct calls per year with an average satisfaction rating over 95%. 95% of calls are answered in less than three minutes and 60% of calls are resolved within one day.

Resources:  Open a Support ticket ◊ Self Serve InSource Knowledge Center ◊ Self Serve AVEVA Knowledge and Support Center.

System Monitoring

24/7 monitoring of your core applications, hardware and overall system performance to ensure system uptime. Support team is immediately alerted when your system crosses the defined thresholds to avoid your servers going down, memory reaching capacity or a workstation consistently being overloaded.  Learn more about X0 Health Solutions.

Additional Partner Support Programs

InSource partners with the best vendors in manufacturing & industrial automation.  Our collective maintenance & support programs are designed to reduce software and hardware system life cycle costs and ensure maximum benefit.

Resources:  WIN-911 Maintenance & Support  ◊ ThinManager Maintenance & Support  ◊ MDT AutoSave Maintenance & Support  ◊ Stratus FT Server Maintenance & Support ◊ Stratus ztc-Edge Maintenance

General Resources

Request upgrade assistance ◊  AVEVA Master End User License Agreement (EULA)  ◊ Find AVEVA | Wonderware Certified Systems Integrator

Request AVEVA | Wonderware License Upgrades

*Please note that you may request your 2023 version upgrades now. Delivery of the software is expected in late September 2022. The delivery date is subject to change at any time without prior notice.