FAQ - Infrastructure Support - Support Explained

Version 5

    As clients and partners using Schneider Electric Energy products (protective relays, Reclosers, ION Intelligent metering, Easergy, Feeder Automation, Substation Automation, etc), you have become familiar with the numerous sources we have provided for obtaining information, documentation, and tools. We are happy to say, all of those resources now exist right here in exchange.


    Where can I find _____?


    Product, Solution, and Support Contract Information

    The documentation that you have grown accustomed to finding on our website is all available on the Infrastructure Support space in exchange. While you can browse for this content manually by navigating to the Must Read section in the left column, there is a better way. A powerful search engine is working hard behind the scenes in exchange to help you find the information you need. As you use exchange it will learn your behaviors and bring important information to you faster. This search field is available on every page in exchange.


    What about the Support Forums?

    They are right here, but better, you can chose to create a Discussion from the Create menu at the top of any page. Not only can you engage in discussions with Schneider Electric resources, you can network with your peers and colleagues. When you start the discussion, you also get to pick the audience. After-all, it's your community.


    Where do I download the Product and Software Files?

    These files are directly accessible via the Infrastructure Support place within exchange.


    Where is the knowledge base?

    The knowledge base is essentially everywhere in exchange. The global search in the upper right corner of every page will search not only the configuration and user guides in the product documentation, but more importantly, the entire community. Our PowerLogic knowledge base is also directly searchable directly within the community.


    How do I make sure I know about important changes or updates to my support?

    To make sure you never miss an important update, blog, release, or technical support article, simply follow the Infrastructure Support space in exchange.


    Changing Support Together

    exchange is changing the way we all interact. This is especially true when it comes to the technical tasks of managing, maintaining, supporting, and using the Energy products and solutions of Schneider Electric.


    Collaboration (through Discussions)

    We acknowledge your desire to collaborate with your peers and colleagues within other organizations. Using exchange Discussions, you will be able to pose questions, offer advice and guidance, share experiences, and network with other organizations including Schneider Electric. Our Technical Support team engineers and analysts will be active contributors to discussions within his/her unique area of expertise in exchange.


    Search the Community

    The Search the Community section of Infrastructure Support is another great way to search all content in exchange. This intelligent search will begin suggesting relevant articles even before you finish typing your query. By default, this search encompasses the entire exchange community but can be narrowed to just our support page with a single click right in the search results. With the power of intelligent search combined with the ever-growing knowledge of an entire professional community, the possibilities are endless.


    Ask Your Peers

    The Ask Your Peers field searches for discussions and questions already asked in the community. If your question has not been asked, you can instantly post it to the community using the Ask It button.