How to get the best out of Technical Support

Answering Your Calls
Your call is answered by the Rockwell FirstPoint Automatic Call Distribution system. You may be requested to select the product range on which you require support, this will help us transfer you to the most suitable engineer for your enquiry.

If the support engineers in the selected product group are all on calls, you will be placed in a queue to wait until an engineer is available. After 20 seconds you will be prompted to leave a voice message if you do not wish to continue holding. Please do not hang up. Over 90% of calls are answered within 60 seconds, with an average speed of answer of approximately 30 seconds. Please hold the line for service.

When leaving messages, ensure that you leave your:

Name
Company
Contact telephone number including country and area code
Brief description of your enquiry
The case number, if it refers to a previously recorded case

Replying to your Emails
For your convenience we offer a technical support email service. Upon receiving your email, an acknowledgement email is sent informing you that our engineers are working on a solution and you will be contacted via email typically within one business day.

When writing the email please include the following information:

Contact Details

First Name
Family Name
Company Name (Please expand abbreviations)
Phone Number (Including country code and area code)
Company Street Address
City
State/Region
Country
Email Address

Recommended information that will help us assist you

Product Name(s)
Product Catalog Number(s)
Product Serial Number(s) (if Software)
Details of your problem (as much information as possible)

Communicating the Urgency of Your Situation
The urgency of your situation should be communicated to the phone support specialist at the beginning of the call. Please categorise the situation into one of the following levels:

Normal - Questions involve problems or issues that have minimal or no immediate impact on your operation or business.
It is acceptable if the problem is not resolved on the initial call.
Urgent - Questions involving problems or issues that have a direct impact on your operation or business.
The system or process remains operational, but not with full capability. An Urgent situation requires immediate or same day resolution. (Depending on the nature of the inquiry, same day resolution may not be possible)
Site Down - The system or process is down and requires immediate response.
In down situations, a support supervisor/manager is automatically notified. When necessary, we will leverage additional technical support and engineering resources to resolve the problem quickly. To provide complete resolution to the problem, the customer must implement technical support recommendations and must be available for immediate follow-up. Should either of these not occur, the problem might be downgraded.

Services & Support

How to get the best out of Technical Support