SCADA & MES Global Support

Citect / Ampla Support is on the move!

In the coming weeks Our Citect/Ampla Support site is migrating to AVEVA Global Knowledge and Support Centre. Effective November 5th 2018 support for Citect SCADA, CitectHistorian and Ampla MES products will transition to the AVEVA Support Centre.

Please see further details below regarding specific impacts to online and phone support, as well as updates to our Customer FIRST Support Mobile app.

 

  • Registering for an account on AVEVA Global Support:

Please follow the below steps to gain access to the AVEVA Global Support Centre (GSC):

  1. Go to the website: https://softwaresupport.aveva.com
  2. Select Register (using your business domain email address)
    • If you already have a Tech Support ID from the Citect Support site, you will locate it under ‘My Profile.
    • Please enter this Tech Support ID in the Special Instructions field during GSC Registration
  3. Await receipt of your new Tech Support ID (allow approximately 2 days).

 

  • New Phone Support / Routing System details:

Our new innovative Telephony and Support incident routing system is aimed at improving our efficiency in responding to your queries. Effective November 5th, inbound calls will be automatically routed based on your relevant Customer FIRST Support level; with any calls not routed attended to by our regional Technical Support Analysts.

Our Support contact phone details remain unchanged and can be located here, however should you need further assistance contact one of our Technical Support Analysts by selecting ‘zero’.

APAC Customers please note:
From November 5th you will need your Tech Support ID / User ID when phoning Technical Support. If you do not have a Tech Support ID, please refer to the details above on how to register for a Tech Support ID.

 

  • New Customer FIRST Support Mobile App:

The new Customer FIRST Support App will be available from November 5th (with a distinctive new blue skin replacing the green) and will now be compatible with all supported product lines (Wonderware, SimSci, Avantis, Citect, Ampla and more). Please see further details below for downloading the latest version of the App:

New users:
New users can download the latest App by searching for “Customer FIRST Support” App from either the Apple App Store and Google Play

Existing users:
For existing users who have the App currently installed, assuming your Automatic Update settings are checked, the OS should automatically update the App for you. In order to use the new App you will be prompted to enter your new Tech Support ID (as detailed above). Please also note, you will need to update your Favourites and settings on the new App, however historical Support case visibility should remain accessible.

Software Update

In line with our ongoing commitment to continuous improvement and optimizing the performance of our software, we are pleased to announce the availability of Citect SCADA 2018 Update 2 – October 9, 2018.

 

This significant release builds on our previous version of the software, with specific fixes and enhancements to the following functionalities:

  • Alarm System
  • Cicode
  • Reporting System
  • Installation
  • SxW Style Include
  • General

 

  • Download the new Citect SCADA 2018 Update 2 here.
  • Read the full release notes for this update here.

 

N.B. Please refer to our recent communication regarding Windows 10 October 2018 Update (version 1809), published October 9th 2018 here.

 

Citect SCADA AVEVA’s leading industrial process SCADA, is a key pillar within the Monitoring & Control layer of our Industrial Software Portfolio, helping customers optimize their digital transformation journeys with a full 360 degree actionable view across the entire value chain.

Software Update

In line with our ongoing commitment to continuous improvement and optimizing the performance of our software, we are pleased to announce the availability of Vijeo Citect 2015 Service Pack 1 - Patch 34 update - October 9, 2018.

 

This release builds on our previous version of the software, with specific fixes and enhancements to the following functionalities:

  • Alarm System
  • Cicode
  • Reporting System
  • General

 

  • Download the latest Vijeo Citect 2015 Service Pack 1 - Patch 34 here.
  • Read the full release notes for this update here.

 

N.B. Please refer to our recent communication regarding Windows 10 October 2018 Update (version 1809), published October 9th 2018 here.

Software Update

In line with our ongoing commitment to continuous improvement and optimizing the performance of our software, we are pleased to announce the availability of Citect SCADA 2016* Update – October 9, 2018.

 

This release builds on our previous version of the software, with specific fixes and enhancements to the following functionalities:

  • Alarm System
  • Cicode
  • Reporting System
  • Installation
  • General

 

  • Download the latest Citect SCADA 2016 Update here.
  • Read the full release notes for this update here.

 

N.B. Please refer to our recent communication regarding Windows 10 October 2018 Update (version 1809), published October 9th 2018 here.

 

*Please note, in Citect SCADA 2016 the term ‘Update’ replaces the former ‘Patch’ release terminology similarly referring to the availability of the latest version of the software, comprising a consolidation of all prior enhancements and updates following the product’s initial release.

Citect SCADA AVEVA’s leading industrial process SCADA, is a key pillar within the Monitoring & Control layer of our Industrial Software Portfolio, helping customers optimize their digital transformation journeys with a full 360 degree actionable view across the entire value chain.

As Microsoft work to release the pending October 2018 Update of Windows 10 (version 1809), please be aware that this release of Windows 10 has not yet been validated to be compatible with Vijeo Citect or Citect SCADA software, so we strongly recommend that customers do not apply the update for Windows 10 at this time.

We will update this notice upon completion of necessary testing and validation activities.

For any questions or concerns regarding the above, please don’t hesitate to contact our Global Support team

Stay Informed!

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