Customer’s Guide to

EcostruxureTM Triconex®
Product Lifecycle Support

Document Ref No. Rev. 4.0

May 2018

Information in this document is subject to change without notice. Companies, names and data used in examples
herein are fictitious unless otherwise noted. No part of this document may be reproduced or transmitted in any form
or by any means, electronic or mechanical, for any purpose, without the express written permission of Schneider
Electric Systems USA, Inc.

© 2018 Schneider Electric. All rights reserved.

Schneider Electric, EcoStruxure, Foxboro, Triconex, Tricon, Trident, and TriStation are trademarks of Schneider
Electric, SE, its subsidiaries and affiliates. All other brands may be trademarks of their respective owners.
Revision History
Revision Date Reason for Change
1.0 01/2006 First issue
2.0 02/2007 Added Unrepairable Phase information
3.0 01/2009 Added clarifying information to the Lifetime and Obsolete Phase
definitions on page 7, and other minor edits.

4.0 04/2018 Document revised to Schneider Electric format

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Contents
Revision History ............................................................................................................................................ 2
Chapter 1 Introduction.................................................................................................................................. 4
Chapter 2 Technology Background ............................................................................................................. 5
Chapter 3 Support Philosophy Overview ...................................................................................................... 5
Chapter 4 Product Lifecycle Program ........................................................................................................... 6
Chapter 5 Compatibility Philosophy .............................................................................................................. 7
Chapter 6 Triconex Advantage Upgrade Program ....................................................................................... 7
Chapter 7 Additional Product Support Services............................................................................................ 8
Chapter 8 Module Exchange Program (MEP) .............................................................................................. 8
Chapter 9 Product Training ........................................................................................................................... 9
Chapter 10 Technical Product Support ......................................................................................................... 9
Chapter 11 On-Site Services ........................................................................................................................ 9
Chapter 12 Standard Product Repair Services ............................................................................................. 9
Chapter 13 Summary .................................................................................................................................. 10

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Chapter 1
Introduction
Welcome to the Customer’s Guide to EcoStruxure Triconex Safety Systems Product Lifecycle Support
Guide. Coupled with the Triconex System Product Phase Listing Report, these two documents are
intended to provide a comprehensive overview of the product support services we’ve created to deliver
important information to you, our Client, to aid in the safe, continuous, operation of the EcoStruxure
Triconex investments you have deployed.
There are many thousands of EcoStruxure Triconex Safety systems (Tricon, Trident and Tri‐GP) systems
installed in a variety of safety‐related, critical process control, and turbo‐machinery control solutions
across the globe in a wide variety of industries. The wide‐reaching adoption of Triconex products has
allowed us to develop some of the most innovative, in‐demand, products in our industry. Triconex, part
of Schneider Electric, strives to make it as easy as possible to keep Tricon, Trident, and/or Tri‐GP
solutions operating at peak performance by providing outstanding product lifecycle support.
To accomplish this, we’ve developed a philosophy that ensures world‐class product support and
provides unsurpassed support coverage throughout the operate and maintain lifecycle phase of your
plant or facility. This is being accomplished via our post‐sales support programs like System Expansion,
System Modernization Projects, Upgrade Advantage, Spare Products, Product Technical Support, and
On‐site Field Services.
Schneider Electric is committed to developing new product designs to work in conjunction with legacy
product solutions to extend the operating life of your Triconex systems. Providing paths to upgrade
individual system products/solutions from a lesser version release to a higher version release
significantly minimizes downtime of the production facility as a complete system replacement is not
required, thus preserving your intellectual property and optimizing the total cost of ownership for the
life of the installation.
This proven long‐term strategy significantly increases the Return on Capital Employed (ROCE) by
eliminating the need to completely replace the system. Additionally, this approach provides easy and
cost‐effective ways to improve control, reduce downtime and increase maintainability during pre‐
planned system upgrades, expansions or revamps without interrupting scheduled production. Also
software, hardware and engineering intellectual property investments are preserved, again optimizing
the ROCE.
Providing long‐term product support can be challenging. The sustainability of electronic products is
affected by many factors such as the life of individual components, manufacturing processes and
changing industry standards like RoHS (reduction of hazardous substances). In addition to these issues
are the significant costs to continue product sustaining engineering, personnel training, and extensive
product integration testing against an ever‐increasing product base.
We commit to providing the best information we can to aid in the maintenance and service of the
Triconex solutions you’ve deployed. Our approach continues to be to provide cost effective individual
product and complete system upgrade solutions to increase your operational availability at minimal
maintenance expenditure. For assistance in system upgrade/migration planning to remain continuously
current, please contact your local sales team representatives.

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Chapter 2
Technology Background
The Triconex Triple‐Modular‐Redundant (TMR) programmable controller product offering has greatly
expanded since its inception in 1983. The initial SIL3 TUV certified Tricon system product release was
the Low Density (LD) system configuration. The LD format was the mainstream configuration until 1995
when the High Density (HD) system configuration was then released. Both system architectures
continue to be supported today with shipments of new HD Systems and system expansions in both the
HD and LD formats.
In early 2000, the Trident system programmable controller was released. Trident, like the Tricon, uses
the same proved TMR system architecture. Trident offers a TMR architecture that is highly competitive
for low I/O point count configurations while maintaining the highest degree of safety availability and
reliability bench‐marked by Triconex.
In 2010, the Triconex Tri‐GP (General Purpose) controller, the same architecture as the Trident but
suitable for SIL 2 applications was released to accommodate clients wishing to use Triconex products as
an alternative to safety PLC solutions.
In 2018, we enhanced the Tricon system platform by introducing the Tricon CX compact form factor
product family. Tricon CX is an extension of the HD and LD Tricon platform by using the same TMR
architecture design, principles of operation, and software tools. Tricon CX delivers greater flexibility to
Tricon system solutions utilizing the latest functionality innovations in the industry.

Chapter 3
Support Philosophy Overview
Schneider Electric understands the importance of protecting the capital investment in purchasing your
Triconex solutions. We value your commitment to purchasing the product with the highest availability
and reliability in the industry.
Our support philosophy is founded on three guiding principles:

 Providing a transparent Product Lifecycle Program where each product’s lifecycle status is
clearly defined.
 Supporting a product compatibility philosophy where newer released products are backwards
compatible with previous product releases whenever possible.
 Providing best in class service programs like the Customer FIRST program and Triconex
Advantage Upgrade program to promote product longevity.

Regardless of what Triconex system purchased, we are committed to promoting the highest possible
Return on Capital Employed (ROCE) from the products used in that system.

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Chapter 4
Product Lifecycle Program
The Triconex hardware and software product lifecycle program is based on a five‐tier support strategy.
The strategy is based on continually monitoring a product’s design and proactively updating its status
through the support phases: Preferred, Available, Mature, Lifetime, and Obsolete. This phased
approach enables greater consistency for supporting the global customer base.
Clarification of the level of support provided for our Lifecycle phases is as follows:
 Preferred Phase: Products in this phase are the most recent products available. These products
are actively promoted, enhanced, produced and sold. Product technical support is available
through phone, email, and our Global Customer Support (GCS) website. The length of time the
product remains in this phase is variable. Many products transition to the Available Phase, while
others may move directly to the Mature Phase.
 Available Phase: Products in this phase represent products that are available for sale and are
being produced, but are no longer the Preferred Product offering and are generally no longer
being enhanced. Product technical support is available for these products through phone,
email, and our Global Customer Support (GCS) website. These products are typically sold for
system expansion projects, not for new solution installations. This designation also serves as
early notice that the product will be withdrawn from sale. The length of time a product remains
in this phase is variable.
 Mature Phase: Products in this phase represent products that have been withdrawn from sale
and no more enhancements are provided, but are still serviced by our Return Material
Authorization (RMA) service programs. Product technical support is available through phone,
email, and our Global Customer Support (GCS) website.
Before the product is withdrawn from sale, we are committed to providing a comprehensive,
clearly defined, support program for the product. The length of time that a product remains in
this phase varies based on product type.
 Lifetime Phase: Products in this phase represent products that will be supported via our RMA
services programs on a best effort basis for as long as we can provide a quality repair or
replacement. Product technical support is available through phone, email, and our Global
Customer Support (GCS) website, but on a best effort basis.
Most products transition to the Lifetime Phase, while others may move directly to the Obsolete
Phase because, at some point, we will no longer be able to repair or replace a given product. At
that time, a Client Notification email is sent from the GCS to registered users identifying the
product’s Obsolete date.
 Obsolete Phase: Products in this phase represent products that are typically identified when,
after our best effort to support, maintain, repair and/or offer MEP exchanges, we find that we
can no longer service. Product technical support may be available, but is not guaranteed.
While we cannot guarantee we will provide at least one year’s notice before it is anticipated
that there will no longer be a supply of replacement or repairable modules, we will make every
effort to do so.

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In support of the Triconex Product Lifecycle program, we post a regularly updated Triconex Product
Lifecycle Phase Document on the Global Client Support website. The document lists the most current
lifecycle phase information for every Triconex product and the anticipated dates of its transition from
one lifecycle phase to the next. The document also provides additional information regarding our
guidelines on how the hardware and software products transition from one lifecycle phase to the next.

Chapter 5
Compatibility Philosophy
Triconex prides itself in the institution of the “backwards compatible” design built in to the majority of
the Triconex products. This approach allows users to utilize currently manufactured products in systems
that have been operating for several years.
For example, if the Client wished to purchase a new #3501T Digital Input module to replace an existing
#3501E or #3501 Digital Input module. The #3501T is a fit, form, and functional replacement for the
retired #3501E/3501 modules and is field replaceable without having to bring the system offline.
Another example would be that the same #3501T module may be utilized in both Low Density and High
Density Tricon System solutions.
As with any cross platform/version interoperability capability, some products must conform to specific
rules. Main Processor and some communication modules are required to be at the same base version
release while Input and/or Output modules may co‐exist at different system maintenance releases.
For example, for a Version 10.0.x TRICON System; any Input and/or Output module at a release greater
than Version 10.0.x (i.e. ‐ V11.2.0) is 100% compatible with the system, however the spare Main
Processor and in some cases Communication module must be at the Version 10.0.x release to be 100%
compatible.
Important ‐ always remain informed of the latest product releases. Triconex is continually adding new
functionality and enhancements to address market needs in new system releases. Revisions to Triconex
Systems are recorded in documents called Product Release Notices (PRN) available on the GCS Website.

Chapter 6
Triconex Advantage Upgrade Program
The Triconex Advantage Upgrade Program was created to support the product lifecycle program and to
aid customers in realizing the best possible Return on Capital Employed (ROCE) on their Triconex
investment. The program focuses on providing upgrade solutions where the Triconex system is
upgraded from a lesser product release version to a higher release version for a fraction of the cost of a
new system while minimizing operational impact. The solutions are developed to promote minimal
process downtime, hardware infrastructure changes, and intrusions in plant operation.
A well‐planned Triconex System upgrade can be performed within a few hours by utilizing most of the
existing system components. Many times the existing chassis, terminations, field wiring power
infrastructure, and overall system cabinetry remain in place and untouched. We work closely with you,
our Client, to identify the optimal time to perform the upgrade, shutdown schedules, plant upgrade
philosophies, and the actual product scope and services required.

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The Triconex Advantage Upgrade Program is a cornerstone of our service offerings, providing an
excellent mechanism for assisting Service Agreement Customers that desire to keep their systems
Continuously Current. This program provides a cost‐effective method to purchase the most recent
products by providing significant discounts on new hardware and software in exchange for the return of
older units. These various migration strategies provide seamless paths to extending the life of the
original investment.
We work closely with a customer’s team to develop individual project plans to bring upgraded systems
on line smoothly, easily and quickly, ensuring that their process is up and running in minimal time and
with maximum benefit. Tools are available that allow quick and accurate assessments of what is
required to upgrade a Triconex system. Additional tools are made available to convert existing logic
application files and supporting databases ensuring that the intellectual property is preserved. Executing
a Triconex Advantage Upgrade also drives support and training costs down by reducing retraining costs
and spare inventory requirements for multiple system versions.
For assistance in planning a Triconex Advantage Upgrade to remain Continuously Current, contact your
local Sales Representative.

Chapter 7
Additional Product Support Services
In addition to the Triconex Product Lifecycle Support Policy, an extensive range of services for Triconex
users are described in the Schneider Electric publication, Guide to Client Services, available on the GCS
website or may be requested via email at https://pasupport.schneider‐electric.com/
The guide provides a comprehensive description of services, support agreement options, procedures
and policies offered by Schneider Electric. These services are managed and deployed by major client
support centers located in the United States, Europe and Asia, and satellite support offices worldwide.
Dedicated support representatives assist with concerns, initiate advanced remote support capabilities,
rapidly ship replacement parts and dispatch field assistance to site as appropriate to the reported
situation. When a complex situation requires further engineering, development or other expertise, a
comprehensive escalation program engages additional resources to produce a quick and satisfactory
resolution.

Chapter 8
Module Exchange Program (MEP)
The Module Exchange Program (MEP) provides comprehensive material support through a product ship‐
ahead replacement process and is only available to our Customer First Service Agreement participants.
The service provides a rapid, cost‐effective, module replacement solution for customers who don’t have
access to local spare modules. If a module fails; they contact the GCS and our Services Group will
dispatch a Factory‐refurbished product.
There are three sources of material for this program:
1) Repair of products returned from the field,
2) Products that have been returned through execution of Advantage Upgrade projects,
3) New material, if product is still being manufactured.

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In the first two cases, the material that has been returned has been refurbished, tested, and inspected
to Triconex new product standards prior to shipment.

Chapter 9
Product Training
The Schneider Electric Global Training Group offers a wide variety of training programs on the Tricon,
Trident, and Tri‐GP hardware platforms, TriStation software tools as well as software applications such
as Safety View ABM, System Advisor and Safety Validator. Classes range from three‐days to five‐days in
duration and are held at Regional Offices. We also offer training at a customer’s facility and can
customize the training specific to the customer’s requirements.

Chapter 10
Technical Product Support
Major Client Support Centers are strategically located in North America, Europe and Asia‐Pacific regions
to provide 24x7 support. These centers provide the fastest possible resolution of technical issues,
operating concerns, repair and replacement issues.

Chapter 11
On‐Site Services
Field Service Representatives are available to provide product installation, corrective and preventive
support, upgrade assistance and engineering services at your facilities.

Chapter 12
Standard Product Repair Services
Schneider Electric will continue to repair Preferred, Available, and Mature phase hardware products or
suggest the purchase of alternative products. Repairs to the failed product are completed and the
product is shipped back to your facility. If the Module Exchange Program, or MEP, is included in your
Customer First Support Agreement, a replacement will be shipped.

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Chapter 13
Summary
This policy provides the best lifecycle support available in our industry today. We provide a view of
where products are in their lifecycles by identifying each major product by Phase – Preferred, Available,
Mature, Lifetime and Obsolete, and detail the support provided in each Phase. A regularly updated
backward‐looking Product Phase Document and a forward‐looking Product Roadmap are posted on the
GCS Web. Recommendations are made for when product upgrades should be considered. All these
factors ensure that your EcoStruxure Triconex Safety Systems remain Continuously Current and
operational well into the future.

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