The Wonderware Customer First Program

Get on the fast track to success...

Your investment in Wonderware software and hardware solutions is the first step in establishing a relationship with Wonderware. The Wonderware Customer First program has been carefully developed to help you maximise the value of your Wonderware software systems.

Mark Allen, a Software Engineer at Mechatherm International Ltd has found Wonderware Technical Support very beneficial:

"I would like to say how grateful we are for your hard work resolving this issue. Your regular updates, persistence and patience were greatly appreciated. Your efforts have made a real difference to our projects in Russia."

Mark Allen, Software Engineer, Mechatherm International Ltd

We offer a portfolio of services, resources and experience to help you get on the fast track to success. Customer First Home

Members receive tremendous value, as Wonderware Customer First:

Helps accelerate project development and return on investment;
Helps reduce cost of ownership by minimising downtime and improving operator productivity;
Helps minimise implementation and operational risk;
Helps you extract maximum value from your Wonderware software;
Provides access to skilled resources to help diagnose and remedy technical issues;
Provides access to product enhancements and new technologies to keep your software and applications current and "state-of-the-art"

Customer First Benefits at a Glance

Software Maintenance Enhancements

Extend your application functionality and improve your user experience by taking advantage of free software upgrades, updates, service packs, patches and hot fixes.

Enhanced Technical Support

Level 2 Direct/Advanced Support provides access to advanced support engineers at Wonderware to help expedite resolution on complex technical issues
24x7x365 - Emergency Technical Support via telephone

Critical Incident Response

This exclusive benefit provides a level of confidence beyond traditional phone-based support. Wonderware will dispatch an expert resource to your site to quickly resolve outstanding technical issues and help get your production line back on track.

Automated Communications

Members can receive timely electronic communications of important alerts and news. Support Usage & Summary Reports highlight Wonderware technical support case activity and history to quickly view the state of your technical issues.

Online Support

Take advantage of our user-friendly technical website: Expert Knowledgebase, Wonderware Developer Network, Wonderware Security Central, tech notes and whitepapers. Use web support to submit and track support submissions.

Hosted Application Clone

An Application Clone hosted by Wonderware closely mimics what is in production use at your site(s). This eliminates the time consuming "set up and replication phase" and helps resolve technical issues quickly. Testing services are available to enable low-risk hot fix, patch and product release testing on an exact copy of your Wonderware software & hardware application

Health Check

Receive a complimentary Health Check of your system on site by a qualified consultant to highlight current issues.

Personalised and Dedicated Support Team

A designated, senior level support team ensures your issues receive top priority so you can focus on maximising results from your core business...

Benefits include:

Customer Support Program Management - a dedicated key business liaison and customer advocate.
Technical Account Management - a dedicated technical liaison, familiar with your operating environment, manages issue escalation and resolution.
Planning and Technical Advisement - exclusively for the Elite level, this strategic advisor provides best practice

Resources for success

Wonderware Customer First members gain access to a wealth of online tools and services to help you be successful wherever you are in your system lifecycle:

The Wonderware Developer Network with extensive resources and a venue for online collaboration between Customer First members, integrators, 3rd party suppliers and Wonderware subject matter experts
Whitepapers and documents designed to help you benefit from best practices
Detailed technical notes and how-to descriptions to help you get the most out of all of your Wonderware software and hardware solutions
Up-to-date security advice and configuration guidance for both operating systems and software applications that help you to build robust, secure and available systems, and take the guesswork out of applying security patches
Secure remote online access to your systems minimises downtime by eliminating time-consuming data gathering and issue replication steps.
Detailed design and deployment guides to help you get started and build efficient and well-designed implementations
Regular online training seminars to help keep your team up to date and skills sharp
Interactive problem-solving and diagnostic tools to supplement technical support and enable your own expert users to quickly resolve system issues
Direct interface with technical support to help ensure that your needs for new product features are acknowledged by Wonderware.

Through any phase of your application lifecycle, Wonderware Customer First membership gives you the support, services and resources you need to be successful.