Online & Phone Support
TechConnect Support
With TechConnectSM Support, your site has unlimited, real-time access to Rockwell Automation's global network of Customer Support Centers 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 include:
- 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.
| TechConnect Entitlements | PriorityConnect Systems Support | DirectConnect | eConnect |
|---|---|---|---|
| Priority Case Management by Senior Support Staff | Yes | -- | -- |
| Proactive Case Resolution Follow-up | Yes | -- | -- |
| Interactive Case Management Web Site | Yes | -- | -- |
| Unlimited Real-time Phone Support 8-5, M-F | Unlimited Cases; Routed to Senior, Systems Support Specialists | Unlimited Cases; Routed to First Available Support Specialists | -- |
| Live Chat | Yes | Yes | -- |
| On Demand PC Sharing | Yes | Yes | -- |
| Software Media Shipments | Yes | Yes | -- |
| Premium Knowledgebase Content | Yes | Yes | Yes |
| Unlimited "Ask A Question" Email Support | Yes | Yes | Yes |
| Technical Support User Forums | Yes | Yes | Yes |
| Software and Firmware Downloads | Disk and Web Download | Disk and Web Download | Web Only |
| Technical Reference Library DVD | Yes | Yes | Yes |
| 24x7x365 Unlimited Phone Support Available | Yes | Yes | -- |