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‎2021-06-09 07:20 PM

Geo SCADA Expert Support

Originally published on Geo SCADA Knowledge Base by sbeadle1 | June 10, 2021 04:20 AM

📖 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 as a percentage of the sum of the list price values of the licenses onsite. For Standard agreements it is 17% of the list price total, and for Premium agreements it is 20% of the list price total.

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 85 Geo SCADA 2022

 

Active Maintenance until 9th January 2026 

Version 84 Geo SCADA 2021

 

Active Maintenance until 14th January 2025

Version 83

Geo SCADA

2020

Active Maintenance
until 20th October 2023

 

 

 

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 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


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