Maintenance and Support Policy
The Utilities Group at Schneider Electric is committed to serving and responding to the needs of the ArcFM Solution user community. To assist in your success in using ArcFM Solution software products, the Utilities Group offers a flexible, timely, and complete support program.
This Policy defines the software maintenance and support services that Schneider Electric will provide to subscribing ArcFM Solution users (Clients). Schneider Electric reserves the right to modify the conditions of this Policy or the pricing structure that it defines at any time.
Schneider Electric provides maintenance and support for ArcFM Solution components, including ArcFM, ArcFM Viewer, ArcFM Server, Designer, Conduit Manager, Fiber Manager, Network Adapter, and Responder. Maintenance and support for all enrolled users consists of technical support, software releases and upgrades, and access to the Link conference. Link attendance is limited to Clients and registered Business Partners, all of whom pay a nominal fee for conference expenses.
The purchase of any ArcFM Solution component includes one year of free maintenance and technical support, beginning seven days from the date of issue of the software download access or of the license file(s), whichever is first. At the end of the free maintenance and support period, Schneider Electric strongly recommends that you enroll in an annual maintenance program for all solution components to ensure the health and growth of your ArcFM Solution.
What Is Included. Maintenance and support includes access to technical support, the correction of defects or errors in core ArcFM Solution software, and future releases of and upgrades to purchased software.
What Is Not Included. Maintenance and support does not include the correction of defects or errors in ArcGIS® software, or in customizations to ArcFM software, or in other components of Client's operating environment such as third-party hardware or software. Schneider Electric does not provide patches for any services pack other than the most current. Special patches that correct defects or errors in core ArcFM Solution software and are subsequently included in released software versions, and upward compatibility of customized applications with new ArcGIS® or ArcFM software releases, are not covered under this Policy. (Custom application maintenance may be available on a project basis from Schneider Electric.)
Purchasing Maintenance and Support. At the end of the free maintenance period, continued maintenance and support can be purchased for all ArcFM Solution components based on an annual cost.
In addition to normal maintenance as defined above, 24x7 Responder technical support can be purchased for an additional annual fee (please see the definition of 24x7 technical support provided below.)
To obtain a quote for annual maintenance and support, or to add 24x7 support to a new or existing maintenance account, please contact your local Schneider Electric account representative or contact Schneider Electric at email@example.com.
Purchasing Additional Licenses. Additional licenses may be purchased during any maintenance period. Each additional license will include one year of free maintenance and support, provided that all previously acquired licenses are currently under a maintenance program. Schneider Electric will adjust the maintenance fee, prorated to coincide with the existing maintenance program term and payment schedule, to reflect any additional software licenses.
Software Releases and Updates. Software updates are provided as part of the maintenance and support program. Schneider Electric is committed to continually enhancing ArcFM Solution software products, and typically provides one major release and one or two minor releases every year. These releases correct defects and errors in the ArcFM Solution software, and sometimes add new functionality or enhance existing functionality. If you are currently enrolled in a maintenance and support program, Schneider Electric will provide download information, at no charge, for all releases of those software products that you have purchased. Major releases include product-related documentation and an index to changes in the software.
Renewing Your Maintenance. Approximately 30 days from the completion of the maintenance period, Schneider Electric will notify the Primary Support Contact designated for each site that the maintenance period is coming to a close, and will provide a quote to purchase annual maintenance and support for the coming year.
If You Don't Subscribe. If you fail to renew your maintenance program at the end of the free maintenance period or at the end of any paid maintenance period by failing to pay the invoiced amount, Schneider Electric will discontinue and disable technical support with no further notice. ArcFM Solution users who are not currently enrolled in a maintenance program will not receive software releases and updates. If you have purchased ArcFM Solution software but allowed your maintenance to lapse, you may repurchase software at a cost of 75% of the current software licensing amount. To obtain a quote for repurchasing a software upgrade, please contact your local Schneider Electric account representative or contact Schneider Electric at firstname.lastname@example.org.
The purpose of Schneider Electric's technical support program is to assist in the trouble shooting of the proper installation and use of new ArcFM Solution software and to provide a vehicle to report defects and errors in the software. You can contact Schneider Electric technical support via telephone or through exchange GIS Support.
Support Hours: Monday-Friday, 8:00am to 5:00pm Mountain Time
Support Phone: 970-266-4485
In an effort to provide effective support, Schneider Electric may offer technical support services at other times by prior and mutual agreement. You can also purchase 24x7 Responder technical support for mission-critical applications. All technical support is subject to the GIS - Product Life Cycle Support Policy
Support at Your Location. Schneider Electric provides technical support primarily in the form of telephone or email support, but in certain cases may also provide these services as evaluation and development work at Schneider Electric offices, or as on-site support. If the services required take place at your location, you will be responsible for all travel costs.
Problems with ArcFM Solution Software. Schneider Electric will provide technical support in the most timely manner practical and will make every effort to correctly diagnose and resolve reported problems. If a reported problem is the result of a defect or error in core ArcFM Solution product software, Schneider Electric will provide corrections at no cost.
Problems Not Associated with ArcFM Solution Software. The ArcFM Solution software works in an integrated, corporate environment and any Client-specific configuration can affect its operation. A Client configuration contains many elements over which Schneider Electric has no direct control - for example, non-Schneider Electric software versions and custom extensions. While Schneider Electric makes every possible effort to ensure a peaceful coexistence between the ArcFM Solution software and other components of the environment, each Client is responsible for managing this integrated environment.
This Policy does not cover technical support for defects or errors in other hardware or software components of a Client's environment - for example, database or other third-party software. If Schneider Electric discovers that the problem is a defect or error in the Client environment, Schneider Electric will spend up to approximately two hours trying to diagnose the problem and attempt to suggest a workaround, at no cost. At the completion of the two hours and upon Client approval to move forward, Schneider Electric will bill at the then current Technical Support Analyst hourly rate for all additional effort expended and time incurred.
Preparing to Contact Technical Support. As a part of each License Agreement, a Primary Support Contact has been designated for each Client site. To optimize interaction, the Primary Support Contact should be sole contact for Schneider Electric Technical Support, except in cases of emergency. In an effort to make best use of your time with Technical Support, please provide the following information about your issue:
- Version of ArcFM Solution software
- Version of ArcGIS and ArcSDE software
- Description of the problem
- Application event log that displays errors from the steps that produce the problem
- Screen shots as appropriate
For ArcGIS and ArcSDE issues, please seek assistance from ESRI Technical Support.
Response and Resolution Times - Standard Support. The time required to diagnose and resolve a problem depends on many factors, including the type of problem, the information provided, and Schneider Electric's ability to reproduce the problem at our site. If the reported problem involves incorrect use of ArcFM Solution software or a specific operating procedure, Schneider Electric can usually provide assistance the same or next working day, and often immediately.
If the reported problem involves an error in core ArcFM Solution software or documentation, Schneider Electric will attempt to provide a workaround solution or documentation clarification as quickly as possible. If the error cannot be corrected with a workaround but requires a modification to code, Schneider Electric will incorporate those solutions into the next reasonable software release and update and correct product documentation as necessary. Exceptions will be considered on a case-by-case basis and resolved in a manner that is mutually agreeable.
Issue Priority. Issue priority can be set when the case is logged and will be evaluated using the following criteria. Please note the case priority can be changed during the course of troubleshooting if new or changing factors in the case cause the issue to fall into a different priority.
Issue where the application is completely down or severe data loss or data corruption is encountered. Reserved for production environments only.
Issue where the application or process does not work as defined and causes loss of productivity or required functionality with no available work-around. Reserved for production environments only.
Issue where the application or process does not work as defined and causes loss of productivity or required functionality with a mutually acceptable work-around to prevent impact on business operations. All test and development environment are Medium or Low priority.
Issue does not have a significant impact on the process and reflects a minor or cosmetic issue. Software is usable but correction is required. All test and development environment are Medium or Low priority.
Response and Resolution Times - 24x7 Responder Support. A 24x7 Responder contract is required for this support program. Response times for issues and defects in mission-critical applications under 24x7 support are based on the priority of the problem. The following classifications will be used to prioritize the reported Defects and define Schneider Electric's response. The approach to 24x7 support assumes that you (the Primary Support Contact) will call after business hours only if the issue requires immediate attention. Each after-hours support call or defect report will be acknowledged by an Schneider Electric Technical Support Team member within two (2) hours of initial notice, A priority will be assigned to each reported defect, and must be mutually agreed upon by both Schneider Electric and the Client, and communicated to Technical Support through the Client's Primary Support Contact.
Priority 1: Means a Defect in which a critical tool or function is not performing according to the Documentation and implies a serious disruption that would stop or delay production. Schneider Electric will immediately use all reasonable efforts to begin diagnosis and attempt resolution of the Priority 1 problem. Schneider Electric will promptly provide a workaround to the problem that is acceptable to Client and recommend a final resolution and time frame for resolving the problem.
Priority 2: Means a Defect in which a minor tool or function is not performing according to the Documentation and there is no known work around. This type of defect allows continued use of the application but results in operational disruptions. Schneider Electric will use reasonable efforts to begin diagnosis and attempt resolution of the Priority 2 problem before the end of the next business day following initial notice. If Schneider Electric cannot resolve the problem within that time, Schneider Electric will use reasonable efforts to provide a workaround to the problem that is acceptable to Client and recommend a final resolution and time frame for resolving the problem.
Priority 3: Means a Defect in which a frequently used but non-critical tool or function is not performing according to the Documentation. This type of defect causes no significant delays in production. Schneider Electric will use reasonable efforts to begin diagnosis and attempt resolution of the Priority 3 problem within five (5) working days. If Schneider Electric cannot resolve the problem within such time, Schneider Electric will use reasonable efforts to provide a workaround to the problem, if available, that is acceptable to Client and recommend a final resolution and time frame for resolving the problem.
All other reported defects will be dealt with according to the Standard Support maintenance policy.
For all Clients enrolled in a 24x7 Responder maintenance program, Schneider Electric will provide a means for contacting a Technical Support Team member at any time. Schneider Electric may request that a Client provide remote access to project data and the applications environment. This access may be provided through an external connection such as Citrix, VNC (Virtual Network Connection), VPN (Virtual Private Network), WebEx or PCAnywhere to support configuration and support. If a Client is not able to provide access via an external connection, then that Client may be required to supply additional hardware and equipment.
For more information on purchasing extended maintenance and support from Schneider Electric, please see The Premium Support Program for the ArcFM Solution: Extended Support & Maintenance (ESM)