TechConnect User Manual
TechConnect, Services, Customer Support
Rockwell Automation Rockwell Automation
gmsc10-um006 -en-p TechConnect Support
User Guide
Rockwell Automation Services & Support 1201 South Second Street Milwaukee, WI 53204-2496
Tel. 414.382.2000 Fax. 414.382.4444
Dear Valued Customer:
Congratulations on your purchase of a Rockwell Automation TechConnect 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.
We have designed this guide to help you obtain efficient service and maximize the benefits of your TechConnect Support Agreement. Please read the following information carefully and keep a copy of this guide for future reference. In addition, we encourage you to:
· register on our Support Center for proactive notification of product updates and technical notes
To receive notifications in this language: English
Portuguese French Italian German Spanish Chinese
Register using this link: http://rockwellautomation.custhelp.com/app/account/notif/list http://rockwellautomation-pt2.custhelp.com/app/account/notif/list http://rockwellautomation-fr.custhelp.com/app/account/notif/list http://rockwellautomation-it.custhelp.com/app/account/notif/list http://rockwellautomation-de.custhelp.com/app/account/notif/list http://rockwellautomation-es.custhelp.com/app/account/notif/list http://rockwellautomation-cn.custhelp.com/app/account/notif/list
· complete the following chart for easy reference to expedite service delivery
TechConnect Support Contract Authorization Number Support Telephone Number
If you have any questions about TechConnect Support, use the Find Your Local Distributor or Find Your Rockwell Automation Sales Office utilities available from with the Rockwell Automation Support Center.
Thank you again for purchasing TechConnect Support. We look forward to helping you optimize the performance of your automation assets to meet your production and business goals.
Sincerely, Rockwell Automation Services & Support
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Telephone Support 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: · TechConnect Support agreement authorization number. You can find this on your support agreement and/or wallet cards. You may also have recorded it on page 1 of this guide. If you cannot locate this number, we ask you for your name and site location. · Product name(s), description and series/revision/version number · System configuration and components, e.g., operating system, etc. · Sequence of events prompting your call · 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:
· If you want to ask questions and/or need support regarding issues that have minimal or no immediate impact on your operation or business, you should categorize the urgency as MEDIUM. In normal situations, you agree that it is acceptable if your issue is not resolved on an initial call.
· If you want to ask questions and/or need support regarding issues that have a direct impact on your operation or business, you should categorize the urgency as HIGH. In high urgency situations, your system or process should remain operational but at less than full capability. In these situations, you require immediate or same day resolution if possible.
If your system or process is down and you require an immediate response, you should communicate this status to the telephone support specialist directly and classify it as VERY HIGH. In these situations, we leverage additional technical support and engineering resources to resolve your issue quickly. We expect you to implement technical support recommendations and to be available for immediate follow-up. If this does not occur, we may downgrade the urgency of your situation.
Make Calls
Use the designated telephone support number listed on your support agreement and wallet cards and recorded on page 1 of this guide to call for technical support. You can use this number only to request support on product included in the TechConnect program. In general, standard telephone support hours are from 8:00AM to 5:00PM Monday through Friday in the time zone of the location listed on your support agreement, unless you purchased the 24x7x365 upgrade option. Standard telephone support hours may vary according to your region. Refer to your support agreement for specific information. Finally, you may want to use our direct dial telephone menu to speed navigation of your call. This telephone menu routes your call directly to an appropriate product support specialist.
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Online Support Introducing the Knowledgebase
The Rockwell Automation Support Center is your online resource for technical information, support and assistance. Increase your productivity by finding solutions to technical questions more quickly saving both time and money. Maintained by the same engineers who provide your TechConnect Support, the Support Center houses the Knowledgebase, an online database that we update with the hardware and software solutions from actual support service tickets. The Knowledgebase, included with all TechConnect support agreements, is available in English, German, French, Spanish, Italian, Portuguese, and Chinese, providing you with access to nearly 40,000 technical notes, documents and solutions in your preferred language. In addition, you can submit questions and chat live with our Technical Support engineers in your local language. To change the Website's default language, select your preferred language from a drop-down menu on the Home page.
For additional information about the Support Center, refer to the service profile, GMSP-BR001_.
Create an Account
To begin using your TechConnect Support contract, you need to create an account. For information about how to create an account, watch the video tutorial posted to the Support Center under the Get Help menu or use the job aid posted in Knowledgebase answer ID 452148.
Search Knowledgebase
For information about how to search the Knowledgebase, watch the video tutorial posted to the Support Center under the Get Help menu or use the job aid posted in Knowledgebase answer ID 452158.
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Explore Forums
Our forum community offers peer-to-peer support on a wide range of topics. You can search for an answer, offer a solution, or start your own forum discussion. For information about how to use the forums, watch the video tutorial posted to the Support Center under the Get Help menu or use the job aid posted in Knowledgebase answer ID 452161.
Submit Questions
The Submit Questions feature lets you email a question on a specific product to a tech support engineer. For information about how to search the Knowledgebase, watch the video tutorial posted to the Support Center under the Get Help menu or use the job aid posted in Knowledgebase answer ID 44451. Your question is assigned a service ticket number. Our targeted email response time for TechConnect customers is 24 business hours. The `Submit Questions' feature is only available when you have entered your TechConnect Support authorization number. If you are in a down situation and need immediate assistance, do not submit an online support request. Instead, call the telephone number listed in your site agreement and recorded on page 1 of this guide.
Chat Live
Chat Live offers real-time support from our technical support engineers. Live chats are ideal for resolving issues wherever you have Internet access. Following a chat, you can print, email or save it and reference it later using the Find My Stuff tab. For information about how to chat, watch the video tutorial posted to the Support Center under the Get Help menu or use the job aid posted in Knowledgebase answer ID 452163.
Organize Your Stuff
Find My Stuff acts as your personal information library. For information about how to use this feature, watch the video tutorial posted to the Support Center under the Get Help menu or use the job aid posted in Knowledgebase answer ID 452166.
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Technical Reference Library
Our Technical Reference Library includes a comprehensive, portable electronic library of Rockwell Automation publications and documentation to help you install, configure and operate automation technologies. The collection consists of two components:
· technical publications and manuals in .pdf format · the Knowledgebase, a collection of technical notes, Frequently Asked Questions, sample programming code, known product anomalies
and workarounds, application notes, general documentation, error codes, links to hit fixes and other support-related information Features of the library include:
· auto-run utility · standalone or network installation options · user-friendly, browser-based interface · complete search capabilities, including product group/family, key word or Tech Note ID, Knowledgebase only. · multiple print options · hyperlinks to the Knowledgebase, manuals, tech notes and other publications · automatic installation of Internet Explorer (if not already installed) · copy and paste capability · multiple language versions If you did not receive a Technical Reference Library with your Welcome Kit, refer to your support agreement to determine the site coordinator, the person who must submit the request. Fax the request to 262.264.1042. Use country code 1. To purchase additional copies of the library, contact your Rockwell Automation sales representative or distributor and order catalog number 9392-TRCDRSENE, priced at $300 US.
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Upgrade Options TechConnect Service Levels
To upgrade your TechConnect service level, contact your Rockwell Automation sales representative or distributor. For cancellation terms, refer to the Statement of Support on page 2 of this guide.
Application Support Whether you seek to improve plant operational performance, profitability or staff utilization or you simply want the fastest, most comprehensive technical assistance, our Application Support can help you meet your financial and operational objectives. Available across the globe and around the clock, Application Support can help you meet your objectives through multiple add-on options that you can combine and tailor to meet your unique system and application needs. Available add-ons include Documentation management, Direct remote connection, Emergency backup, Surveillance and alarming, Customized Knowledgebase, System virtualization and testing, Continuous monitoring and data archiving.
System Support With system support, your calls are routed to a specialized group of technical support engineers who are trained to support your overall Rockwell Automation control system. You receive a dedicated, single point of contact who will own the ticket from start to finish and follow up to ensure your issue has been resolved. In addition, you gain access to a monthly series of Webinars to stay up-to-date on new products and offerings. 24x7x365 upgrade option extends coverage thru afterhours, weekends and holidays.
Refer to the chart on the next page for specific entitlements.
Product Support Receive unlimited access to Rockwell Automation technical support engineers for real-time phone and electronic support. With deep knowledge of our hardware, software and legacy products, and remote desktop technology, our engineers can help you install, configure and maintain equipment and software, obtain software updates, diagnose and fix operating problems and perform basic programming tasks. Assess the knowledge of your workforce and build your tailored training plan with an expert online consultant using Training Advisor*. With the purchase of a TechConnect Support contract, your business location is entitled to one manager/administrator license for the length of the TechConnect Support contract. 24x7x365 upgrade option extends coverage thru after-hours, weekends and holidays.
Self-Assist Support If you are an experienced engineer with deep understanding of Rockwell Automation products, you may prefer to address your own support needs. Self-Assist provides you with downloadable software updates and access to the Rockwell Automation Support Center, including "Submit Questions" email support.
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Training Advisor
The Training Advisor Assessment Manager license is available for the duration of the TechConnect contract period + 60 days. If there is a lapse in contract renewal beyond this time frame, then all Training Advisor assessment data and recommendations are no longer available for online reference or reporting. Important: Renew your TechConnect contract by the expiration date +60 days to sustain your online access and historical assessment data or print your Training Advisor reports prior to contract expiration + 60 days. * Training Advisor is bundled with US TechConnect Support agreements only.
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24x7x365 Telephone Support
If your support program includes 24x7x365 coverage, you can access technical support through the designated telephone number listed in your support agreement and recorded on page 1 of this guide 24 hours a day, 365 days a year. If your support program does not include the 24x7x365 telephone support option but you want to upgrade before your current agreement expires, contact your Rockwell Automation sales representative or distributor.
ESAFE Service Levels
ESAFE Software-Specific Benefits Telephone/FAX/E-Mail Support (8am to 7pm EST, Monday through Friday Hot-fix download via the Web Product Updates and Maintenance Priority Support ESAFE Hardware Instrument-Specific Benefits Telephone/FAX/E-Mail Support (8am to 7pm EST, Monday through Friday Firmware/Operating System Updates Annual Calibration & Battery Replacement Discount on Instrument Rental and Non-Warranty Repairs Priority Support Extended Warranty (Non-neglect Repairs)
Silver
Gold
x
x
x
x
x
x
x
Silver
Gold
x
x
x
x
x
x
x
x
x
x
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Software, Firmware and Other Updates
If you have purchased a TechConnect support agreement, you can download software, firmware or other updates via the Web using your product serial number(s) and the name of the registered user.
Consult the Software Product Listing for the registered user, also recorded on page 1 of this guide. To download software or firmware updates, hot fixes or patches, navigate to http://rockwellautomation.custhelp.com/ and select `Download software, firmware or other updates' from the left-hand navigation.
To download updates, you must have Internet Explorer 5.5 or higher with 128 bit encryption/cipher strength and a high-speed connection. Average download speed is five minutes outside of peak hours, 11:00 AM to 3:00 PM ET. Some updates are available as zip files and require the WinZip application. Product and System Support customers (formerly referred to as DirectConnectSM and PriorityConnectSM customers) as well as ESAFE Gold and Silver customers can also receive software updates on disc for all registered products under contract. To request update discs or change registration information, contact Rockwell Automation Contract Services at 440.646.7505. Based on usage, we may choose to limit the number of discs.
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For More Information Refer to the following Web sites for additional information about Rockwell Automation products and programs:
StepForward Program
Software Registration Transfer Remote Support Programs
http://www.rockwellautomation.com/rockwellautomation/solutionsservices/capabilities/stepforward/overview.page
https://activate.rockwellautomation.com/
www.rockwellautomation.com/services/onlinephone
Supported Products
TechConnect For a list of supported products, visit: http://www.rockwellautomation.com/rockwellautomation/services/online-phone/techconnect.page?#/tab4
ESAFE For a list of supported products, visit: http://www.rockwellautomation.com/rockwellautomation/services/online-phone/esafe.page?#/tab2
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Hardware Calibration and Repair ESAFE SUPPORT ONLY
Equipment Calibration Periodically, your company's procedures and processes may require you to calibrate your equipment. It is practical to check your vibration measurement equipment on a regular basis to ensure that your data trends are reliable. When we receive units for calibration or repair, we test, evaluate and calibrate them to established Rockwell Automation specifications and parameters. We evaluate the test data that we extract against standards traceable to the National Institute of Standards and Technology (NIST). These standards are four times greater in accuracy than the standards of measuring and testing equipment (M&TE). Accessory Testing and Replacement During the calibration process, we replace batteries in battery-operated units with new or reconditioned batteries, if you provide the batteries with the unit. We also clean, test and evaluate for reliability all accessories, e.g., cables, photocells, pickups and battery chargers1. We will notify you of any defects or need for replacement. You may provide one set of batteries and as many as two accelerometers per calibration. We include an annual calibration in our Integrated Condition Monitoring ESAFE Support Program for Silver and Gold customers. Contact raenteksupport@ra.rockwell.com or call 440.646.5800 to schedule a calibration or repair. If your equipment is not covered under the ESAFE Support Program, contact your local Rockwell Automation sales representative or distributor for current rates and scheduling. Equipment Repair Equipment covered under the Gold ESAFE Support Program includes non-neglect repairs. Requesting Calibration You should obtain an RMA # before you send in your unit. See the next section for instructions. When we receive an instrument at one of our repair centers, our customer service team checks it in and releases it to the repair department if it is under warranty, covered by an ESAFE contract or accompanied by a PO. Otherwise, we contact you to request a PO in the amount of the flat calibration or repair price. We do not begin service until we receive your PO.
Obtain an RMA 1. Call the Rockwell Automation Support Line at 440-646-3434. 2. Select option 2 for "Repair". 1 Battery charges for Datapac part E37407, model 435 and Enpac part E45073 are subject to a replacement fee.
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3. Request an RMA number from the responding Customer Care agent. Please have your ESAFE authorization number available. 4. Provide the Customer Care agent relevant information such as, name, telephone number, fax number, serial number, shipping information and
either your PO# or ESAFE contract information. The RMA provided serves as your tracking number. 5. Ship your unit as follows:
Rockwell Automation Attn: Repair Center RMA# _________ 8440 Darrow Road Twinsburg, OH 44087 Important: Be certain to specify in a detailed fashion what issues your vibration monitoring equipment exhibits so that it can be repaired.
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GMSC10-UM006E-EN-P January 2017 15
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