Geo SCADA Expert Support

[Anonymous user]

📖 Home  

How to Contact Support

Support is available through your Regional Support Center. A listing of these globally distributed centers is available:

https://www.se.com/ww/en/work/support/country-selector/contact-us.jsp

Assistance with locating your regional team is also available by contacting: +1.613.591.1943, Toll free within North America: 1-888-226-6876, or emailing supportRO@se.com

Customer FIRST Support Program

Full Support for Your Investment

For service and support, Geo SCADA Expert offers a Customer First Support Program. Customer FIRST is Schneider Electric's comprehensive, fee-based software maintenance and technical support program, intended to help you extract and retain the maximum benefit from your Geo SCADA Expert investment across the product's lifecycle.

The support and service features included in each of the Customer FIRST Support Program levels are depicted below.

Standard Customer FIRST Support Agreement

With a Standard Customer FIRST Support Agreement, everyone gets all the available support features during regular business hours:

• Full access to all product updates
• Full access to the Technical Support department
• Other inherent benefits

Maximize ROI. Your investment in Geo SCADA Expert will always be up-to-date with the continued enhancements and state-of-the-art technology that we bring to the enterprise software market.

Premium Customer FIRST Support Agreement

With a Premium Customer FIRST Support Agreement, Schneider Electric provides everything in the Standard agreement, plus emergency technical support outside of normal business hours (24/7/365) for situations that involve loss or potential loss of an essential function such as a production line, system or plant down situation. Through this emergency technical support, agents will help you restore operation to a previously backed up configuration.

Further details on Service and Support benefits

Software Updates

Following our product version policy, we aim to release major versions approximately every 8-12 months and monthly versions for most months as needed. A major version includes significant new features or capabilities. Standard and Premium members are eligible for major and minor releases. 

Technical Support

Customer FIRST Support Agreements are tracked within the License Management system which is accessed by the technical support team. When a member calls, they are identified by their site ID number and provided full support if in a valid Customer FIRST Support Agreement.

How Support & Maintenance works

The Customer FIRST Support Agreement price per annum is calculated based on the number of Support Units allocated to each licensed item. The sum of Support Units is then multiplied by the item price per unit according to support level, whether Standard or Premium.

All licenses on a customer site must be included to form a valid support contract -- the support contract is only valid if all the references of a specific site are in support and all in support at the same level. If there is a mix of support levels on a site, the minimum level of support will be provided.

If your Customer First Support Agreement lapses and you would like to be reinstated into the program, the reinstatement is subject to a retroactive payment plus the upcoming year (356 days) of support. The retroactive period will not exceed three (3) calendar years.

For further information, questions or comments, please contact your local Schneider sales channel.

Support Policy

Following each new version release, each version undergoes 3 years Active Maintenance.

Active Maintenance: All relevant bug fixes from the latest development branch are migrated onto the released version and provided as periodic Monthly Update releases. Monthly Update releases are fully supported.

Out of Support: This version is no longer supported. The support group will not investigate reported issues unless the person raising the issue indicates it is still a problem in a supported version.

	Version 86 Geo SCADA 2023 Active Maintenance until 29th January 2027	Version 85 Geo SCADA 2022 Active Maintenance until 9th January 2026	Version 84 Geo SCADA 2021 Out of Support   We recommend upgrade  to latest release	Version 83 Geo SCADA 2020 Out of Support   We recommend upgrade  to latest release	Version 81 Geo SCADA 2019 Out of Support   We recommend upgrade  to latest release	Version 80 ClearSCADA 2017 R3 Out of Support   We recommend upgrade  to latest release
Initial Release Date	13th February 2024	9th January 2023	14 January 2022	15 October 2020	20 December 2019	12 December 2018

Geo SCADA Expert Downloads have now moved to a dedicated ClearSCADA Downloads page,  click here to go there now

Home