Services & Support

Phone Support

TechConnect Support Programs

Telephone and Electronic Support Services

With a TechConnect Support Program, your site has unlimited access to Rockwell Automation's global network of world-class Customer Support Centres and technical resources. Whether you need help installing, configuring and maintaining equipment and software, obtaining software updates, diagnosing and fixing operating problems, or performing basic programming tasks, we deliver the tools and answers you need to get and keep your operation up and running.

Benefits

• Choose the service level that best supplements your internal technical resources
• Manage all support for your site under one agreement
• Coverage based on seven product families, not thousands of individual products
• Easily upgrade service levels, add options, or change product coverage without purchasing a new agreement
• Reduce downtime through improved availability of technical resources and troubleshooting specialists
• Improve productivity through better utilization of maintenance personnel and automation equipment
• Meet regulatory compliance through proper implementation of automation technologies according to industry guidelines
• Decrease time to market through faster integration of new equipment and systems
  

Features

Because companies have different support needs based on the number of shifts they run, the staffing on those shifts, and the type of equipment/process, TechConnect offers the flexibility to create a site support program that best supplements your available technical resources. To design the TechConnect program that's right for your company simply choose the product families that you want covered at your site, and the service level for each selected family. You may select different service levels for different product families.TechConnect service levels

• PriorityConnect - our highest level program includes priority access phone support through our award-winning customer support centres, software updates on disc and many other priority and proactive service enhancements
• DirectConnect - Unlimited real-time telephone support, and software updates on disc
• eConnect - For companies with more extensive internal troubleshooting capabilities, eConnect provides on-line support resources, via email and software updates downloadable via the web
  

Features/Services Level Summary

	Priority Connect	DirectConnect	eConnect
Standard Features
Phone support (8am-5pm local, M-F)	Real-time access. Unlimited cases. One minute target response.	Real-time access. Unlimited cases.
Priority case handling	X
Proactive case resolution	X
Case management website	X
On-line support requests (via email)	Response within 4 business hours.	Response within one business day.	Response within one business day.
Software and Logix firmware updates	Disc & Web	Disc & Web	Web only
Optional Upgrades
24x7x365 phone support	X	X
Dial-up system diagnostics	X