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.
Custom Remote Services
| Service |
Description |
| Secure Remote Connection |
- IT-friendly, direct connection used for reactive remote access to initiated tickets
|
| Surveillance and Alarming |
- Remote surveillance of control systems with local and remote access
- Alarming of critical tags and alarms sent via email for text messaging to either you or Rockwell Automation
- Optional Rockwell Automation engagement
|
| Continuous Monitoring and Data Archiving |
- Continuous monitoring and trending of up to 10,000 data points
- Monitored in Cleveland, Ohio by our product specialists from a secure monitoring facility
- Proactive engagement on alarms and process related events
|
| Emergency Back-Up |
- Off-site back-up of critical control programs and storage at a secure Rockwell Automation facility
- Either continuous monitoring or a remote connection required to accomplish emergency back-up
|
| Documentation Management |
- Offsite storage and updating of control documentation including architecture drawings, prints and network diagrams
|
| Customized Knowledgebase |
- Knowledgebase customized based on products used
- Knowledgebase documents written specific to your applications using your specific terminology
|
| System Virtualization and Testing |
- Replication of your control system architecture in a safe, non-production environment to test application of software patches, software updates and security patches and determine impact on system performance
|
