Premium Support is a strategic support solution – one that combines multiple
collaborative services to help you reduce your total cost of ownership and ensure your PowerLogic or ION system continues to deliver outstanding value long-term.

Includes all support services described for Priority Support plus:
Senior Support Engineer Dedicated to Site

• Senior technical support engineer assigned to site, builds familiarity with your PowerLogic system, to increase troubleshooting speed and issue resolution.

Comprehensive Support for Entire Engineered Solution

•  Includes configurations, graphical interfaces, PLC programming and tailored software solutions provided by Square D engineering services.
• Support includes Square D supplied 3rd party products integrated to provide engineered solution such as communication interfaces, satellite antennas, and remote input devices. 
•  Assistance with Power System Controls, Sequence of Events Recording (SER) and other customized solutions.

Monthly System Status Update

• Each month, senior technical support engineer evaluate diagnostics performed on the PowerLogic system and provide report containing information regarding changes made and action items for the customer.

Real Time Maintenance

• The senior technical support engineer is alerted of any conditions that indicate that the system is beginning to fall outside of normal conditions. The support engineer will connect remotely, troubleshoot the issue, and send a report detailing the problem and corrective actions taken.

Your Square D PowerLogic Priority Technical Support program offers you priority assistance by our technical support specialists. We can connect to your PC remotely, then diagnose your problem, while you learn by watching from your computer monitor. Not only can you learn from our experts, but you can do so without even leaving your desk.

Priority Support Features:

Live Telephone support with Technical Support Engineer to quickly answer your questions. - 7:30 am - 7 pm CST.

• Voice mail returned within 4 hours.
• Emails answered within 4 hours. Web Access to Service Packs and Quick Fixes
• PowerLogic website’s available for convenient downloads of service updates and the knowledge base.

• Answers regarding proper application of standard PowerLogic products.

• Access to toll free phone number answered by Senior Technical Support Engineer.
• Answers regarding proper application and functionality (including troubleshooting) of standard and engineered PowerLogic solutions.

• Software version upgrades are mailed to your facility upon release.

• Purchase one PowerLogic University course and receive one free for use by anyone at the site anytime during the term of support contract for any course of equal or lesser price.

• Our technical support engineer remotely connects to computer running PowerLogic software to resolve issues or demonstrate to customer how to perform a task.   
  
  

  Order Number	Description
  PSUPS	Priority Support/Software System - up to 100 devices per site
  PSUPAS	P/S Additional Server Charge - per server over 1 server
  PSUPAD	P/S Additional Device Charge - per device over 100 devices
  PSUPTMS	P/S for Tenant Metering
  PSUPTMSAD50	P/S Tenant Metering device charge-for additional 50 devices

  
  

Our technical support specialists provide prompt, on-line assistance with hardware, software, system installation, modification, and upgrade questions via phone, fax or e-mail from our Technical Support Center. With access to the latest information, they will assist in your efforts to effectively monitor your facility power consumption, define alarm conditions and power events, and create a historical record of power and energy readings.

Technical Support Hours of Operation: 7:30 AM - 7 PM CST
Phone: (615) 287-3400
FAX: (615) 287-3404
E-Mail: pmo.support@us.schneider-electric.com

Feature	Standard Support	Priority Support	Premium Support
Telephone Direct & Email/Voice Mail/Toll Number	x	x	x
Telephone Direct & E-Mail/Voice Mail/ 800#		x	x
Web Access To Service Packs and Quick Fixes	x	x	x
Free Software Upgrades Delivered		x	x
2 for 1 Training		x	x
Remote Access Troubleshooting		x	x
System Inventory Tracking		x	x
Sr. Technician Assigned to Site			x
Monthly Proactive Maintenance Checks including(6 Man Days Max/ Year):			x
Server Hardware Health (Disk Space, Memory)			x
Server Software (Versions, Virus, Security)			x
Monitoring Software (Versions, Updates, Size, Error Logs)			x
Device Communications Check			x
Firmware Version Check			x
Data Integrity Verification (Backups, Archiving, Logging)			x
Web Stability Verification			x
Monthly Report of System Status			x
Proactive System Update Notification			x
Real Time Maintenance*		o	x
24x7 Support*		o	o
Onsite Maintenance Services		o	o
Remote Software Upgrades (2 Man Days Max)*		o	o

*Remote access required for these features.
o = optional

Additional service agreement options

Add value to your Premium or Priority support agreement with options that provide support services around the clock, proactive monitoring, on site support and remote software upgrade. Choose all of the options or add only those that make sense for your business.

The 24x7 service provides around the clock support for PowerLogic systems. This gives you the help you need when you need it most. Calls received after normal business hours (7:30AM-7:00PM CDT), are routed via a paging service to a senior support engineer who will return the call within 1 hour. If necessary, the engineer will remotely connect to the system within 4 hours to resolve the issue.

24 x 7 Support Feature Highlights
After Hours Support - Live support for issues that arrive during non-business hours to get your PowerLogic system back up and running quickly. Calls received after non business hours will be returned within 1 hour. 

Remote Access Troubleshooting - If remote access is required, the senior support engineer will establish a connection to your system within 4 hours from the call back time.

Real Time Maintenance Support Feature Highlights
Performance Monitored Remotely - RTM monitors a wide range of performance indicators such as:
Communication states
Disk space utilization
Status of application services
CPU performance
Memory utilization
Overall system utilization
Application web site availability

Proactive Troubleshooting - Real Time Maintenance provides proactive alerts to the support engineer for troubleshooting of any issues immediately before they result in system failure.

On Site Maintenance Support Feature Highlights
System Fine Tuning
Improve the operation of your system with communication verification checks, updates to graphics reflecting system changes, and revisions to alarming and data logging for concise information.

Correct persistent issues
System issues are trouble shot down to the device level and resolved allowing the system to run at peak performance.