Services & Support

Support Contract

Telephone and Electronic Support Services For Industrial Automation Technologies

Rockwell Automation provides support services to assist you to maximise the investment value from your industrial automation equipment. In today's world, maintaining plant efficiencies is essential for survival.

Find out how to receive a quotation and place orders.
Who to contact in your region to order support contracts, and the information you will need.

The TSC can assist you with information regarding support contracts. Our support contract marketing and administration personnel can provide:

• quotations
• site maintenance agreements
• ordering information
• support contract literature
  

Please call the TSC number from your country and ask to speak to Support Contract Administration.

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 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

• 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.

Service Levels

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

Features/Services Level Summary¹

Standard Features	PriorityConnect	DirectConnect	eConnect
Phone Support (in your time zone, 8am to 5pm M-F)	Real-time access with 1-minute target response. Unlimited cases.	Real-time access. Unlimited cases.	Electronic/Web Access
Priority Case Handling	g
Proactive Case Resolution	g
Case Management Web Site	g
On-Line Support Requests	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
Technical Reference Library	g	g	g
Optional Upgrades	PriorityConnect	DirectConnect	eConnect
24×7×365 Phone Support	c	c
Dial-up System Diagnotics	c

¹ TechConnect features may vary by region (North America shown). Contact your local Rockwell Automation sales office for TechConnect features in your area.
² Not included in OEM/SI and Education Programs.
g Included and c Optional