Online & Phone Support
TechConnectSM Support
With TechConnect Support, your site has unlimited, real-time access to our global network of technical support engineers and 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.
- Simplify technical support management: one agreement per site or enterprise (multiple sites), coverage based on product families (not individual products), easily change coverage during agreement term.
- Reduce downtime, improve productivity, and reduce time to market by obtaining the technical information you need when you need it.
| Self-Assist Support | Product Support | System Support | Application Support | |
|---|---|---|---|---|
| Downloadable Software Updates | Yes | Yes | Yes | Yes |
| Knowledgebase Access | Yes | Yes | Yes | Yes |
| Submit a Question Email support via the Knowledgebase | Yes | Yes | Yes | Yes |
| User Forums | Yes | Yes | Yes | Yes |
| On-Line Service Ticket ManagementTrack all phone, email and chat interactions in the “My Stuff” section of the Knowledgebase | Yes | Yes | Yes | Yes |
| Knowledgebase and Manuals on DVD | Yes | Yes | Yes | Yes |
| Real Time Engineering Phone Support | Yes | Yes | Yes | |
| Live Chat | Yes | Yes | Yes | |
| Remote desktop CapabilityWebex or GoToAssist enabled; Internet access required | Yes | Yes | Yes | |
| Software Media Shipments | Yes | Yes | Yes | |
| Access to System Level EngineersEngineers with a broader skill set with an average of 20+ years of experience in automation | Yes | Yes | ||
| Dedicated Ticket Owner and Follow-UpThe engineer who takes the call owns the ticket from "cradle to grave" and drives resolution | Yes | Yes | ||
| Monthly Genius WebinarsMonthly knowledge sessions hosted via Webex and open to any customer with System or Application Support | Yes | Yes | ||
| Site Visit to Gather DocumentationSite visit to interview engineers and operators, gather documentation, drawings and programs | Yes | |||
| Technical Account ManagementDedicated team for issue resolution with a named Primary Support Lead for escalation and relationship management | Yes | |||
| Scheduled Consulting TimeOnce per quarter, one hour consulting session on any topic of interest to you, set up by Rockwell Automation | Yes | |||
| 24x7 Upgrade (optional) | Yes | Yes | Yes |