We are continually modifying and enhancing Wonderware software products to meet the changing demands and requirements of the markets that we serve. Throughout the year, we release new versions of our products. A comprehensive level of support is assured for all Wonderware Customer FIRST subscribers for a minimum of five (5) years from the product Date of General Availability, with continuing care to the product’s end-of-life. Schneider Electric and our network of Wonderware Certified Support Providers (CSPs) will provide support for software products as defined by the Wonderware Product Support Lifecycle. To receive the highest quality performance from Wonderware products, we highly recommend using the latest product version. To see if you have the latest release, check Help/About inside the product’s main navigation menu, or contact your local Wonderware distributor or Schneider Electric Technical Support resource. Note: The Release date and Product Support Lifecycle State can be found on the pages.
Date of General Availability The date a Wonderware software product completes Development and is released to production for distribution. Mainstream Support The first phase in the Product Support Life Cycle. This phase begins upon the Date of General Availability and continues for a period of three (3) years. Extended Support The second phase in the Product Support Life Cycle. Upon retirement of the Mainstream Support phase, the Extended Support phase begins and continues for a period of two (2) years. Mature Product Support The third and final phase in the Product Support Life Cycle. Upon retirement of the Extended Support phase, Wonderware software products enter into the Mature Product Support phase, which continues until product retirement.
Wonderware is the market leader in HMI SCADA, industrial information, operations management and industrial automation software focused on creating the most innovative and reliable industrial software that empowers individuals, teams and businesses of all sizes, to become extraordinary.
Product Retirement. Mainstream Support At the Date of General Availability, the product version is in Mainstream Support for 3 years. Customer FIRST subscribers are entitled to the following:. Technical Assistance on Issues and Inquiries using Existing Support Programs. Patches and Service Packs that address product issues, and OS Security Updates. Hot Fix Requests Extended Support When Mainstream support concludes, the product version is in Extended Support for 2 years. Customer FIRST subscribers are entitled to the following:.
Technical Assistance on Issues and Inquiries using Existing Support Programs. Hot Fix Requests for specific product issues and limited support for Critical OS Security Updates. Mature Product Support This phase offers on-going technical assistance to those customers maintaining installed product. This phase includes:.
Technical Assistance via existing programs Technical Assistance during the “Mature” phase involves providing basic issue diagnostics and assistance using the Knowledge Base. In-depth research into your inquiry should not be expected in this phase.
Instead, you are urged to upgrade to a current release in which the original issue(s) have been resolved. Custom Support Option You can opt to negotiate a Custom Support contract based on your specific requirements. This includes:. Technical Assistance on Issues and Inquiries using Existing Support Programs. Hot Fix Requests for specific product issues and limited support for Critical OS Security Updates.