IMPORTANT UPDATE: Changes to how you access technical support for your Citect and Ampla products - New Support website, telephony system and more

As part of the effort to provide you with a unified and consistent support experience across all the AVEVA software product lines, we are pleased to announce important changes effective November 5, 2018 . These changes will impact how you access technical support for your Citect and Ampla software products, and they include a new support website, a new telephony & call routing system, and an updated Customer FIRST Support App. Please read about these exciting changes and the actions you can take to get the most from them.

New Citect/Ampla Support Website

On November 5th, support for Citect SCADA, Citect Historian and Ampla MES products will transition to the AVEVA Knowledge & Support Center website. Support will no longer be available through the Citect Global Support website – that site will be suspended, and customers trying to visit the site will automatically be redirected to the AVEVA Knowledge & Support Center. The content on the Citect Support website has been migrated to the Knowledge & Support Center, so you can still gain access to all the knowledge resources and product-related content that you are used to referencing for your support needs, only now you will be able to access even more information. The Knowledge & Support Center is AVEVA’s one-stop technical support portal for most of our software products. There, you will be able to: find technical information and documentation; search the knowledge base; download products and updates/patches; log or track service requests; chat live with Support (for Premium and Elite Customer FIRST subscribers); access proactive support tools; collaborate in product specific online community forums; and much more.

Action required: Register* for a user account on the AVEVA Knowledge & Support Center (KSC).

* PRE-REGISTRATION OPTION: To expedite the process, there is the option for you to pre-register for an AVEVA KSC web account from within the Citect support website. When you next log in to the Citect website, you will be directed to a registration form (i.e. if you do not already have an existing AVEVA KSC account, that uses your currently registered email address with us). You can validate/correct the pre-filled information, and you will be required to enter a new password for your AVEVA KSC account. Upon submission of the form, you will receive an email to the email address used for registration. This e-mail contains a confirmation link that you must click, in order to activate your AVEVA KSC account. Once activated, you should be able to login to the AVEVA KSC website. If you require assistance with this process, please contact techmaster@aveva.com.

If you prefer to register for your new account directly on the AVEVA Knowledge & Support Center website, follow the steps below:

1. Visit: https://softwaresupport.aveva.com/
2. If you are new to the Knowledge & Support Center website, please register via the Register Button.
   1. For full functionality, we recommend you register using your business-domain email address. Registrations using generic email domain addresses like Gmail, Yahoo, Hotmail, etc., will have access to limited functionality on the website and mobile app.
   2. If you already have a Tech Support ID on the Citect website (find it under ‘My Profile’ - see below), please specify the ID value using the following format [Tech Support ID: #########] in the Comments field of the Registration form, as this will ensure your account on the Knowledge & Support Center website is set up correctly.
      
3. Once you register, AVEVA Customer Support Analysts will associate your newly created account to a User ID (aka ‘Tech Support ID’) and email this ID to you (allow up to 2 business days). The Tech Support ID is the identifier you will use to access AVEVA Global Support either by phone or via the Knowledge & Support Center website. As a Customer FIRST subscriber, having a valid Tech Support ID ensures that you will have full access to the support content and case management functionality on the Knowledge & Support Center website.

New Telephony and Call Routing System

We are also excited to announce our innovative new telephony and support incident routing system. This tool will receive and automatically route most inbound calls and requests for technical support based on your Customer FIRST support level (see graphic below). Any calls unable to be processed by this system will be attended to by our regional Technical Support Call Analysts. For you, the new system means:

• Improved call handling efficiency
• Reduced time to the most appropriate support engineer
• Faster responses to your enquiries

Action required: On November 5th, the following changes go into effect for Citect & Ampla customers worldwide, and for all AVEVA software customers including Wonderware in APAC:

1. When accessing phone technical support (phone numbers remain the same), you will need your personal User ID (aka ‘Tech Support ID’). If you do not have a User ID, refer to the ‘New Citect/Ampla Support Website’ section above for how to get one. If you need to look up your User ID, you can find it on the Knowledge & Support Center website in the upper-left corner of the screen, after you log in.
2. When you call AVEVA Global Support, you will be asked for your User ID and the product you are calling about to be automatically routed for technical support assistance.
3. Callers who do not know their User ID or need assistance can contact one of our Technical Support Call Analysts by pressing zero ‘0’.
4. You will be presented with a brief new menu-driven process for reaching the most appropriate support engineer.

Updated Customer FIRST Support App

Beginning November 5th, you will be able to download the new Customer FIRST Support App from the Apple App Store® (for iPhone / iPad) and Google Play™ store (for Android devices). The App was previously only available to Citect and Ampla customers. This new version is integrated with AVEVA’s Knowledge & Support Center and is compatible with all product lines supported on the website, including Wonderware, SimSci, Avantis, Citect, Ampla, and more. At launch, the App will have 2 types of users: Existing Users (Citect/Ampla) and New Users.

Action required:

• Existing Users – For existing users who have the current version of the App installed on their device(s), the Mobile operating system (OS) should automatically update the App to the newer version – unless the Automatic Updates feature is turned off. The updated App can be identified by the AVEVA blue App icon (see graphic above) as opposed to the former Schneider Electric green icon. Once updated, users will be prompted to enter their AVEVA Knowledge & Support Center login credentials. This is different to the Citect Support website credentials required by the current version of the App. Therefore, it is important that users are registered on the AVEVA Knowledge & Support Center site (refer to the website section above) and have valid Support login credentials. As this is a new App, communicating to new backend systems, existing users will, unfortunately, lose previously saved data like Favourites, Case Read Status, News Read Status, etc. Case visibility will carry over, however, so you will still be able to see existing cases in the new App.
• New Users – New users can go to the App Store/Google Play from their device, search for the “Customer FIRST Support” App and install.

Have Questions?

The AVEVA Global Support team is committed to making this transition as smooth as possible for you. If you have any questions, please feel free to contact us on techmaster@aveva.com.