Maintenance: Software Upgrades, Hardware Replacements, Annual System Analysis

Maintenance

In today's manufacturing world, it is critical to protect your current investment and control costs, yet let your organization evolve towards future technologies, all the while keeping productivity at its peak. Keeping these requirements in mind, Wonderware designed three cost-effective annual maintenance plans to provide you with the flexibility and protection your company needs.

Wonderware's Standard, Premium and Elite maintenance plans are intended for customers with average, above average and mission-critical technical support needs (see plan descriptions below).

Software Upgrades
Our upgrades and enhancements are designed to assure your continued productivity. Maintenance customers are provided with all upgrades and enhancements. If you require on-site assistance service fees will apply. Customers that are not under any maintenance plan will be required to purchase the product at current list price.

Hardware Replacements
We understand the problems that damaged or defective hardware can cause to your company. Our "no questions asked" policy on damaged or defective hardware means that we will ship out a hardware replacement immediately. Customers not under any maintenance plan will be required to purchase a replacement at current list price or have the old hardware repaired, subject to current repair fees with a 2-3 week turnaround time.

Support
Our support is your safety net. You will receive quality troubleshooting to fulfill your support requirements by direct access to a trained support technician. Your maintenance plan will provide you with telephone technical support between 8-5 Eastern time, priority phone and response times, e-mail support and optional 24/7 support. Average response time for customers with no maintenance plan is 48 hours.

Discounts
You are a valued customer. Customers under any of the three maintenance plans are eligible for discounts on services, training and additional software purchases that vary depending on the maintenance plan you choose. Discounts are intended to help you control costs now and in the future.

Direct Connection
You have specialized needs and we recognize those needs. The Premium and Elite maintenance plans provide PC-to-PC support via a third party software program or web-based internet site. You will need to have access to an internet connection, modem or VPN. This provides Wonderware support technicians with secure, remote access to your system, allowing them to do troubleshooting firsthand.

Annual System Analysis
As a Premium maintenance plan member, a system analysis will be conducted annually by Wonderware either on-site, via telephone or by direct connection so that when a technical issue arises we are already familiar with your system and are able to respond with a quick solution. We are also able to use this annual check to verify that your system is optimized to full capacity and offer suggestions on ways to enhance your system for peak productivity and future technology implementation. A written report will be provided.

Extended Support Hours
Extended support hours are available for the Elite plan only and are intended to solve mission-critical support issues at the times you need our safety net the most. Please contact us for more details on extended support hours.

Maintenance Program Requirements
Maintenance coverage is available for Wonderware Factelligence and Wonderware DNC Professional.

To request Wonderware DNC Professional brochures or a demo CD, please see our downloads page.

Standard Maintenance Plan

Intended for customers who have average technical support needs.

Free software upgrades and enhancements
Replacement of damaged or defective hardware at no cost, only shipping charges
Telephone technical support 8-5 Eastern time
Email support — support@cimnetinc.com
5% discount off list price for additional software purchases
This maintenance plan is calculated at 15% of hardware/software prices or $250, whichever is greater

Premium Maintenance Plan

Intended for customers who have above average technical support needs. Standard Maintenance Plan plus the following additions and/or changes:

Direct connection support
10% discount off list price for additional software purchases
5% discount off training and/or services (does not include travel time, travel and expenses)
Annual System Analysis — Wonderware's option as to whether on-site, via telephone or direct connection
This maintenance plan is calculated at 17.5% of hardware and software prices or $250, whichever is the greater

Elite Maintenance Plan

Intended for customers who have mission-critical technical support needs. Premium Maintenance Plan plus the following additions and/or changes:

No shipping charges on replacement of damaged or defective hardware
15% discount off list price for additional software purchases
10% discount off training and/or services (does not include travel time, travel and expenses)
Extended support hours. Please contact us for further details
This maintenance plan is calculated at 20% of hardware/software price or $250, whichever is the greater

For more information about maintenance plans please call 1-888-724-6638 or email: maintenance@CimnetInc.com

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