Remote Support Services
TechConnect Support
With TechConnectSM Support, your site has unlimited, real-time access to Rockwell Automation's global network of SCP certified 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.
| Features¹ | Service Levels | ||
|---|---|---|---|
| PriorityConnect | DirectConnect | eConnect | |
| Real-time Phone Support (8am-5pm in your time zone, M-F²) |
Unlimited cases; routed to senior, systems support specialists | Unlimited cases; routed to first available support specialists | No |
| Screen Sharing for Expedited Issue Resolution (NEW) | Yes | Yes | No |
| Support for Discrete and Process Systems (NEW) | Yes | No | No |
| Priority Case Handling | Yes | No | No |
| Proactive Case Resolution and Follow Up | Yes | No | No |
| Case Management Web Site | Yes | No | No |
| Knowledgebase On-Line Support Requests³ | Yes | Yes | Yes |
| Access to Restricted Knowledgebase Content | Yes | Yes | Yes |
| Software and Logix Firmware Updates | Disc and web download | Disc and web download | Web only |
| Technical Reference Library DVD | Yes | Yes | Yes |
| 24x7x365 Phone Support Upgrade | Yes | Yes | No |
¹ TechConnect features may vary by region. Contact your local Rockwell Automation sales office for TechConnect features in your area.
² Phone Support is not available on following Rockwell Automation recognized holidays:
• North America: New Year's Eve, New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day (and day after), Christmas Eve, Christmas Day
• Latin America: New Year's Eve, New Year's Day, Christmas Eve, Christmas Day.
• All other regions: Contact your local Rockwell Automation sales office.
³ To use this feature you must enter your TechConnect or ESAFE contract authorization in your Knowledgebase user account profile