Q: What is SESP?A: Solution Enhancement Support Program (SESP) is Honeywell’s core system support program that provides access to Honeywell’s on-line knowledgebase, discounts on upgrades, electronic HINTS newsletter, and all requested system-level software updates. The customer chooses whether to add unlimited technical assistance or all system-level software upgrades, or both.
Q. What is the value of the SESP contract?A: SESP is the most cost-effective way to keep customers’ automation investments up to date. In addition, SESP provides several support mechanisms that improve the performance and uptime of automation systems, such as training discounts for engineers and operators, access to Honeywell’s on-line knowledgebase, and access to the experts in the Technical Assistance Center (TAC) to assist with troubleshooting.
Q. What kind of discount pricing do I get with a contract?A: All SESP customers enjoy discounts on hardware upgrade kits to go along with their entitled software upgrades, as well as discounts on software add-ons for increasing the functionality of their systems. In addition, all SESP customers have the opportunity to participate in the Training Match Fund, reaping a 50% discount on Honeywell Automation College tuition.
Q: How long do I have to sign a contract for?A: The minimum term for an SESP contract is 12 months, but many customers choose to lock in current pricing by committing to three, four, or five year terms.
Q. What upgrade entitlements do I get with an SESP contract?A: All SESP customers have full update entitlement, and every SESP customer except Value Flex Support users have full software upgrade entitlements. Value Flex Support customers chose to focus on technical assistance support and only want a discounted software upgrade entitlement.
Q: What systems (TPS, TDC, PlantScape, Experion PKS) does an SESP contract cover?A: The SESP program can cover any TPS, TDC, Experion PKS or PlantScape system. The only prerequisite for starting an SESP contract is that the customer’s system be licensed for the latest version of the Honeywell software that will be included in the SESP contract.
Q: Does the contract cover all hardware and software upgrades?A: The SESP contract contains entitlements for hardware and software upgrades. All software updates are fully covered and only Value Flex Support SESP customers do not have full software upgrade entitlement. All SESP contracts provide discounts on hardware upgrades.
Q: What warranties come with hardware and software upgrades?A: Any software or hardware upgrades obtained through an SESP entitlement come with the same Honeywell warranty as if purchased outside of an SESP entitlement.
Q: Is technical assistance included in an SESP contract?A: Technical assistance is included in every SESP contract via the on-line knowledgebase. For every SESP contract type except Value Flex Software, unlimited telephone technical assistance is also included.
Q: Is training included in an SESP contract?A: Every SESP customer has the option, at contract initiation or renewal, to participate in the Training Match Fund. Honeywell will match the customer’s contribution to this fund dollar for dollar. This is like a fully-funded training savings account available to pay for the customer’s Honeywell tuition charges incurred during the 12 months of the Training Match Fund contract. Participation in this optional program insulates the customer’s training budget from late-in-year cutbacks and gives them a 50% discount.
Q: Is there a trial period for an SESP contract?A: Every new system delivered from the Honeywell factory includes a 90-day Introductory SESP Program that provides all of the entitlements of a standard SESP contract except for software upgrades. In addition, during the term of the Introductory Program, the customer may initiate any full SESP program and avoid the normal requirement to purchase an upgrade license to the latest version of their software.
Q: Who do I contact for more information about SESP?A: For more information about the SESP program, or any other Honeywell service offering, contact your local Honeywell representative or call the Honeywell Solution Support Center at 1-800-822-7673.