Customer FIRST Managed Services Presented by Emma Cronnolley

Customer FIRST & Managed Services Presented by: Emma Cronnolley – Customer FIRST Software Solutions Business Development Manager Confidential Property of Schneider Electric

What is Customer FIRST? • Our comprehensive, fee-based software maintenance and technical support program intended to help customers extract and retain the maximum benefit from their software investments. How? • Access to our award-winning technical support and services team • Major software upgrades and updates at no additional cost • Valuable services and software utilities • Operative mandate that every effort should be made to satisfy our customers and help them succeed with our software and technology Confidential Property of Schneider Electric | Page 2

In a nutshell, the purpose of Customer FIRST is. . . 1. Ensure that our customers are wildly successful with our software products 2. Provide fuel (i. e. revenue) to the business for investment in product(s), resources and infrastructure so that we can … 3. Go back to #1 Customer success has an impact on repeatable orders! Confidential Property of Schneider Electric | Page 3

Tiered levels address diverse customer needs Membership based on up to four “levels” that build from basic to extensive support and services: • Primary • Standard • Premium • Elite Optional services can be layered on top of core level for additional flexibility. Program structure allows overall service and support capabilities to be raised across our extended client base. Confidential Property of Schneider Electric | Page 4

Customer FIRST Program Guides A common framework for standardized support & services across the Schneider Electric Software business Confidential Property of Schneider Electric | Page 5

Customer FIRST Services Offerings Resident Engineer Support Services Implementation Consultant Support Manager (TAM) System Management Tools Proactive System Monitoring Software Asset Manager Application Support Customer FIRST for Solutions Integration Support Application Maintenance d ire u q Re Customer FIRST Establishes the Support Relationship Support and Maintenance of our Software Products Access to Support Website and Knowledgebase

What are Managed Services are a combination of services and tools offering for the Operational phase of Software Lifecycle to: • Monitoring of system to address any degrading symptoms and avoid disruptions Evolve and Modernize • Real-time diagnostics to prevent disruption • Manage licenses and versions to make use of latest features • Augment internal resources to manage operations to address workforce aging • Optimize solution performance to changes in IT and business environment Optimize and Sustain • Provide consultation to evolve the solution to maximize value Run and Operate Monitor and Manage Confidential Property of Schneider Electric | Page 7

Evolution of Customer FIRST to Managed Services Customer FIRST Core Offerings Technical Support and Training Customer Challenge • • Software Maintenance Customer Challenge Production disruption risks due to solution “malfunction” • Ensuring on-time commissioning and best practice solution architecture • Features Customer FIRST Managed Services Product obsolescence and need for incremental functionality System Management Customer Challenge • Aging workforce and resource scarcity • Managing software assets is costly Customer Challenge • Maintaining customization beyond offthe-shelf product and maintain solution value • Risk of production downtime • Adapt application to changing market Protect value of investment Features • 24/7 Access to Technical Experts • Patches and Maintenance Releases • Resident Engineer • Online Self-Help • • Lifecycle Management • Technical Account Management Enhancements through Version Upgrades • Product Training • - e. Learning - Classroom training Key Customer Benefits Application Management • Key Customer Benefits Features • Customer FIRST for Solutions - Application Layer Support Software Asset Management - Template Maintenance - License Management • Proactive System Monitoring - Patch and Upgrade Management • Optimization Services Outsourced Operations • Backup Services Key Customer Benefits Prioritized problem resolution services available 24 x 7 to help minimize downtime & ensure business continuity. • Increased system reliability • • • Maintain value of application over longer term Comprehensive services designed to help maintain software products Real-time diagnostics to prevent disruption • Reduce TCO • • Maximize asset utilization Keeping software current and aligned with improving technologies Proactive approach in planning for evolve the solution to maximize value • • Onsite resources dispatched resolve technical issues • Savings on software upgrades Augment internal resources to manage operations to address workforce aging Continuous monitoring of system to address any degrading symptoms avoiding disruptions • Align solution performance to changing business environment • Confidential Property of Schneider Electric | Page 8

Current Managed Services Offerings Resident Engineer • Full time expert technical resource On Site to augment customer’s technical and operational resources Implementation Consultant • Technical expert available to customers using independent SIs for software project commissioning or maintenance Customer FIRST for Solutions Template Maintenance Other Value-Add Services Confidential Property of Schneider Electric | Page 9 • Support and Maintenance of application layer custom-built to customer requirements • Maintain roadmap for custom application template implemented at multiple sites and provide enhancements • System Assessment • Software Migration Planning or Review • System Health check

Overview | Resident Engineer Full time expert technical resource On Site to augment customer’s technical and operational resources • Provides consultation during implementation, runtime and system evolution ‒ to ensure optimum solution deployment and operation • Provides ongoing internal Level 1 technical support ‒ Will act as liaison directly to Schneider Electric support and engineering ● Provides ongoing solution maintenance ● Helps maximize adoption and use of new software features ● Coordinates rollout activity for other plants ● Reduces staffing costs by eliminating need to recruit, hire, train, etc ● Duration: 6 Months to several years Function 5% Case Management 25% 75% Proactive Activity Contract Management

Resident Engineer Responsibilities Operations & Application Engineering • Assists the customer in their design, implementation and upgrades • Assistance during start-up and upgrade discussions • Review and implement system administration actions • Engineering and in-depth system and design knowledge • Participates in “Design Review” steps in any client process • Work with Operations/Process Engineers to define the application changes

Resident Engineer Responsibilities Technical Support & Maintenance • On-Site Technical support for ‘system’ issues • Provide support to customer maintenance personnel • Contributes technical expertise to: § handle corrective and preventive maintenance tasks § initiate action leading to problem resolution § consolidate and maintain technical and commercial information § assists Customer Maintenance in developing maintenance procedures • Provide upgrade consultation, planning, and implementation support. • Help with Product and Application testing • Review overall product and system health • Review quick fixes and maintenance releases to determine their suitability Be a liaison between customer and Schneider Electric if a problems arises

Overview | Implementation Consultant • Overview • A SE technical expert available to customers software project commissioning or maintenance projects • Goals • Help ensure successful commissioning of new software projects • Work with SI to ensure best practices are engineered into the solution • For long term reliability and stability, reducing the cost of ongoing maintenance • Service is for Customers at Customer FIRST Premium & Elite level • Why Implementation Consultant (vs. a Services Engagement)? • Short engagements (2 weeks up to 6 months). Need not be dedicated or continuous • Close ties to support organization • Provides detailed issue tracking and resolution (Siebel)

Responsibilities: Implementation Consultant Internal-Facing Duties Customer-Facing Duties • Executive & stakeholder cadence briefing • Provide consultative input to RFP response • Engage with Portfolio, R&D MOL and CAT teams • Attend & provide consultative input to kick-off • GCS engagement • Provide design input, consulting & coordination • Manage issue punch list • Consult during development • Provide input to contract negotiations • Coordinate resources and communications • Coordinate with Sales on account strategy • Educate & facilitate (show value of CF) • Troubleshoot & resolve process issues, drive root cause analysis and continuous improvement • Risk identification & mitigation Confidential Property of Schneider Electric • Consult on and review project definition • Consult on upgrade planning

Key Deliverables | Implementation Consultant • Written RFP responses and guidance • Kick-off meeting input report • Project definition input report • Project design report (participates in “Design Reviews”) • Project development report • Status update reports • Schedule meetings & share informational materials • Risk and mitigation report • Upgrade planning input report

Benefits| Implementation Consultant Risk mitigation with expert counsel on solution architecture Improved customer confidence Accelerated issue resolution Adoption of best practices Fewer post – implementation support issues Quicker response to customer issues arising from complex deployments Review and implement system administration actions Assist end customers with their design, project implementation and subsequent upgrades Customer satisfaction = customer loyalty

Solution Support Offering MES Wonderware Customer FIRST for Solutions A set of support services that provide lifecycle support for Advanced Solutions built on Schneider Electric software products and engineered/ implemented by the Schneider Electric Software solution development and integration team or strategic partner Provides an umbrella program to offer support services to solutions delivered across brands and solutions System Platform Intela. Trac OTS Solutions Covered Sim. Sci Offsites APC / Optimization Avantis Citect/Ampla MES

Template Maintenance Multi-Site Implementations Services include: • Periodic steering meetings for reviewing issues and requirements from various sites and maintain roadmap for the template • Consolidate resolutions provided across multiple sites to improve the common template • Conduct feasibility study and evaluate enhancements requirements to the template • Interface with R&D to ensure compatibility of the template with upgrades • Planning and manage release of template upgrades for roll out to multiple sites • Centrally distribute, control and support template related standards

Lifecycle of an Application Solution Lifecycle Plan & Build Operate & Maintain Improve & Optimize Evolve & Modernize Enhancements Solution Maintenance Solution Support Delivery Knowledge Transfer Application Support Software Upgrade Product Support Delivery Product Support

Why Use Software Asset Manager? 1. Generate on-demand license and software inventory reports 2. Generate a variance report (for customers on support ONLY) 3. Identify licenses that are duplicated, consignment and development licenses installed at site 4. Build a software lifecycle assessment report 5. Identify obsolete software to drive upgrade projects/services 6. Leverage SAM to provide Software Asset Management Services a) Software license and Inventory report b) Perform patch and version upgrade services Confidential Property of Schneider Electric | Page 20

Key messages Software Asset Manager 3. 0 • Helps customers track and manage Wonderware, Citect and Ampla licenses by standardizing these tasks • Enables customers to create license inventory reports keeping their licensing with Schneider Electric compliant • Patch Management – Identifies newly-released software version upgrades and patches for ONLY the software that is installed by the customers. These updates can then be downloaded and deployed easily • Helps plan by providing Support Lifecycle data as part of the report set Confidential Property of Schneider Electric | Page 21

Value Drivers • Automatically inventories Wonderware, Citect and Ampla software and licenses, helping customers save significant time by avoiding physical audits of individual computers. • Also eliminates the need for customer to create a manual license tracking database. • Automates the download of relevant software version upgrades and patches by identifying installed versions against current versions. • Helps customers (with a valid Customer FIRST Agreement) with license compliance with a side-by-side view of installed licenses versus registered licenses. • Site inventory data can be used by other SAM Clients, or aggregated into a central SQL Server DB Confidential Property of Schneider Electric | Page 22

Customer Benefits – Building on Value Drivers Software Asset Manager is an end-to-end integrated license and patch management tool that provides a centralized manner where customers can manage their existing licenses and upgrade to the latest software through version upgrades and patches • Small installation footprint • Installs on ANY Windows OS (after Vista) • Easy application management – FAST install/uninstall • Includes utilities to make the tasks easier Confidential Property of Schneider Electric | Page 23

Target customers and pricing approach All customers can make use of Software Asset Manager functionality for managing their Wonderware, Citect, and Ampla licenses. The applicable tiers and customer eligibility is listed below: • Wonderware Premium and Elite Customer FIRST members: SAM is included for members of the Premium and Elite levels. • Wonderware Standard Customer FIRST members: SAM is available as annual subscription for members of the Standard level. SAM should be prorated in concert with the CFA term. • Citect/Ampla Standard, Premium and Elite Customer FIRST members: can get Software Asset Manager at no additional cost • Primary Customer FIRST and non Customer FIRST members: need to upgrade to Standard or Premium Customer FIRST tiers to obtain the Software Asset Manager software Confidential Property of Schneider Electric | Page 24

Successes “We had a great run with Software Asset Manager 3. 0. Everything works as expected with no issues whatsoever. ” ~ David Bell, ATR Distributing Co. , Cincinnati “Software Asset Manager works really well and is quick in helping us identify and manage our software licenses. ” ~ Eric Petroskey, P&G, Alexandria LA

What is Schneider Electric Sentinel Ensure Optimal Health, Performance and Availability of your Wonderware system through Proactive Monitoring Schneider Electric Sentinel is a new software application designed to help customers continuously monitor their Wonderware system, including: • core Wonderware software performance attributes • system application services • computer health metrics • connection status indicators Sentinel generates alerts when those attributes exceed defined tolerance ranges and state changes. • When an attribute goes out of tolerance, the customer’s designated (internal/external) support team is notified and can respond proactively to prevent production interruption or unplanned downtime. Schneider Electric Sentinel is an optional and exclusive benefit available for Premium or Elite Customer FIRST members. Confidential Property of Schneider Electric | Page 26

Sentinel Benefits Improves Productivity Reduces Downtime • Eliminates guesswork • Provides detailed alerts • Streamlines diagnosing process • Identifies application degradation • Streamlines issue resolution Confidential Property of Schneider Electric | Page 27 Maximises System Utilization • Enables preventive maintenance • Reduces complexity of managing an automation system

Battle card: Key messages Schneider Electric Sentinel 1. 0 helps customers • Proactively identify application layer and system related issues so you can correct them before they manifest into application performance degradation • Understand the performance and status of components within the application • Improve software asset performance and reduce downtime through preventive maintenance • Reduce volume of high priority issues by addressing problems as they happen • Streamline the process of diagnosing and rectifying issues with precise alert notification • Improve staff productivity with automated system management applications Confidential Property of Schneider Electric | Page 28

Battle card: Value Drivers • Improved system performance and reliability, productivity • Improved ROI for their Wonderware software investment • Can help eliminate unpleasant production issues • Customers engaging directly with Wonderware experts can purchase optional services such as – Installation and configuration, Monitoring (Optional) and Solution Tune-up Confidential Property of Schneider Electric | Page 29

Battle card: Customer Benefits – Building on Value Drivers • Schneider Electric Sentinel is a standalone application that can be downloaded from the Global Customer Support (GCS) website • Schneider Electric Sentinel can be configured and installed by either an in-house IT department, third party System Integrator/Partner or Wonderware’s Global Technical Support Team • Schneider Electric Sentinel is available only to Customer FIRST Premium and Elite members. Sentinel generates alerts and notifications of upset conditions for quick and timely resolution, often avoiding more serious application issues Confidential Property of Schneider Electric | Page 30

Battle card: Target customers and pricing approach Customers with large installations of Wonderware applications (i. e. System Platform) are ideally suited for Schneider Electric Sentinel. The pricing approach for Sentinel is annual and the customer is priced for each machine that needs to be monitored – determined by the customer. • Wonderware Elite Customer FIRST members: are entitled to Schneider Electric Sentinel for no additional cost for up to 50 machines. Monitoring services can be purchased as an option • Wonderware Premium Customer FIRST members: Schneider Electric Sentinel is available as an optional subscription with pricing based on number of machines to be monitored. Monitoring services can also be purchased as an option Confidential Property of Schneider Electric | Page 31

Customer Sentinel Beta Experience Next steps: 1) Controlled Release Roll-out in Production – March 2017 (per list below). 2) 3 -5 Elite Customers ~ Nominees? April 2017 timeframe. Confidential Property of Schneider Electric | Page 32