Rockwell Automation TechConnect User Manual
USER GUIDE
<![if ! IE]><![endif]>SUPPORT
<![if ! IE]><![endif]>TechConnect
Table of contents
Welcome |
3 |
Introduction |
4 |
TechConnectsupportsummaryofbenefits |
4 |
How to contact technical support |
5 |
Maximize the value of your call |
5 |
Online support center |
|
Create an online support center (Knowledgebase) account |
6 |
How to search Knowledgebase |
6 |
Explore forums |
6 |
How to submit questions |
7 |
How to chat live with Rockwell Automation engineers |
7 |
TechConnect support options |
|
Support options summary |
8 |
Support options detailed |
9 |
Other support agreements (Subscriptions, toolkits, ThinManager, etc.) |
10 |
TechConnect upgrade options |
12 |
Product family coverage |
12 |
Support deliverables |
12 |
Hardware calibration and repair (ESAFE SUPPORT ONLY) |
|
Equipment calibration |
13 |
Accessory testing and replacement |
13 |
Equipment repair |
13 |
Requesting calibration |
13 |
Obtain an RMA |
13 |
Glossary of terms |
14 |
Useful links |
15 |
TechConnect Support • User Guide | 02
Welcome
Dear Valued Customer:
Congratulations on your purchase of a Rockwell Automation® TechConnectSM Support agreement.
We are committed to providing you with immediate access to the tools and resources you need to troubleshoot problems and implement performance improvement changes related to your automation equipment.
WehavedesignedthisguidetohelpyouobtainefficientserviceandmaximizethebenefitsofyourTechConnect
Support agreement. Read the following information carefully and keep a copy of this guide for future reference. In addition, we encourage you to:
Register to our support center and Knowledgebase by using this link: rockwellautomation.custhelp.com
Fillinthefollowingfieldsforeasyreferencetoexpediteservicedelivery:
TechConnectSupportCenterauthorizationnumber
Support telephone number
If you have any questions about TechConnect Support, use the Find Your Local Distributor or Find Your Rockwell AutomationSalesOfficeutilities available from with the Rockwell Automation support center.
ThankyouagainforpurchasingTechConnectSupport.Welookforwardtohelpingyouoptimizetheperformanceof your automation assets to meet your production and business goals.
Sincerely,
Rockwell Automation Services
1201 South Second Street | Milwaukee | WI 53204 | Tel. (414) 382-2000
TechConnect Support • User Guide | 03
Introduction
Technical troubles cause headaches and can inhibit production performance. Whether it is to quickly resolve production issues, improve training, or streamline software updates, purchasing a TechConnectSM Support agreement can provide the knowledge and support needed to
address challenges.
TechConnect support summaryofbenefits
Resolve issues with online support and access your support history
•Submit questions online or chat live with highly trained technical support engineers
•Use the personal portal to manage phone and online interactions,receiveproductnotifications,andsave favorite content
Immediately address issues
•Get back up and running faster with support from our productspecialists,whocanhelpinstallandconfigure, troubleshoot, or diagnose technical issues
•These specialists are ready when you need them with24x7x365availability
Manage training
•Meet training needs and improve employee performance with discounted access to our Learning+ subscription
Better manage software updates
•Helppreventcrises,extendfunctionality, andimproveuserexperienceswithaccess to the latest software updates
Solve issues faster with Augmented Reality
•Our Digital Assist Library uses augmented reality to walk you through the proper steps to complete repair and maintenance work on Allen-Bradley products
•Use our Live View Support™ Tool to share live video feedandhaveanexperiencedtechnicianviewyour equipmentinrealtimeandprovidespecific,detailed directions for repairing the hardware
TechConnect Support • User Guide | 04
How to contact technical support
Customerswillonlyreceivetheentitlementsbasedontheproduct/softwarelistedontheircontract.Forexample, if a Customer has Studio 5000® Subscription Software and tries to call into Technical Support for an issue on a
CompactLogix™Controller,they’llbedeniedsupport.OurEngineerswillonlyprovidesupportforproductswhichare covered on the Customers active support contract. Support contracts include: TechConnect, Perpetual with Maintenance, Subscription, Toolkit, ThinManager® and ESAFE®.
Once a Customer has an active contract, there are four ways to contact our Technical Support Engineers:
1.Phone Support: Immediatelyaddressissueswithphonesupport.Theseexpertsarereadywhenyouneedthem 24x7x365.OnceaCustomerhasaSoftwareMaintenanceandSupportcontract,they’llreceiveadesignated authorizationnumberthatcanbefoundwithintheirWelcomeKitand/orwithintheiraccountprofileon
Knowledgebase. Customers can reach our Technical Support teams by either using the main phone numbers of(TOLLFREE)1-888-382-1583or1-440-646-3434.Oncetheycallin,they’llinputtheirauthorizationnumber for support entitlement.
2.Chat Live: Visit Knowledgebase to chat live with Tech Support engineers at rockwellautomation.custhelp.com.
3.Forums: See what your peers are saying, ask and answer questions and network with other industry professionals. Visit Knowledgebase to chat with one of our many forums.
4.Submit a Question/Email: Whenyoudon’tneedananswerrightaway,submitaquestionviaemailtooneofour
Technical Support Engineers. Visit Knowledgebase to submit a question.
5.LiveView:Shareareal-timeviewofwhatyou’reseeingdirectlywithourtechnicalexperts.Thiscapability requires the user to download the Vuforia Chalk app on their mobile device and create a free account using their emailaddresstologin.WhencallingintoTechConnectforsupport,ourtechnicalexpertswillshareacodethat can be used to unlock all features of Vuforia Chalk without the requirement of a license. This will enable a realtimeviewusingyourdevice’scameratoassistinarticulatingtheissueandexpeditethetroubleshootingprocess.
Maximize the value of your call
When you call for support, we ask you for the following information which you will want to have available:
1.TechConnectSupportagreementauthorizationnumber
•Youcanfindthisonyoursupportagreementand/orwalletcards.Youmayalsohaverecordeditonpage2 of this guide. If you cannot locate this number, we ask you for your name and site location.
2.Product name(s), description, and series/revision/version number
3.Systemconfigurationandcomponents,forexample,operatingsystem,etc.
4.Sequence of events prompting your call
5.Complete error message if applicable
•In addition, you should communicate to the telephone support specialist who answers your call the urgency of your situation so that we can respond appropriately. Use the following as a guide:
1.If you want to ask questions and/or need support regarding issues that have minimal or no immediate impactonyouroperationorbusiness,youshouldcategorizetheurgencyasMEDIUM.Innormalsituations, you agree that it is acceptable if your issue is not resolved on an initial call.
TechConnect Support • User Guide | 05
Loading...