Rockwell Automation Integrated Service Agreement User Manual

Integrated Service Agreement
User Guide
Release 2.0
Integrated Service Agreement • User Guide
Table of contents
1.
2.
3.
Introduction
1.1.
About Integrated Service Agreements
1.2.
Why choose Rockwell Automation Integrated Services?
Overview of Support Levels
2.1.
Summary of Benefits
2.2.
Essential Support Level Summary
2.3.
Enhanced Support Level Summary
2.4.
Premier Support Level Summary
Support Defined
3.1.
3.2.
3.3.
3.4.
24X7 Remote Technical Support
3.1.1
Phone Support
3.1.2
Live View SupportTM Tool
3.1.3
Online Support Center (Knowledgebase)
3.1.4
Chat
3.1.5
Submit a Question via Email
3.1.6
Interactive Forums
3.1.7
Software Downloads and Updates
Repair+ Services
3.2.1
Repair Product Coverage
3.2.2
Repair Process
3.2.3
Repair Warranty
Field Services
3.3.1
Field Services Coverage
3.3.2
Field Services Process
3.3.3
Field Service Activities
Installed Base EvaluationTM
3.4.1
Installed Base Evaluation Service Deliverables
3.4.2
Remediation
3.4.3
My Equipment Subscriptions
3.4.4
Asset Optimization Consultation
3.4.5
Site Interview and Walk-through
3.4.6
Assessment Reports
3.4.7
Report Review Meeting
Integrated Service Agreement • User Guide
3.5.
3.6.
3.7.
Reports & Analytics
3.5.1
My Services
3.5.2
My Equipment
3.5.3
My Repairs
Contract Management and Customer Success
3.6.1
Customer Kick Off
3.6.2
Quarterly Business Review
3.6.3
Escalation
3.6.4
Expansion of Scope
Scheduled Maintenance
3.7.1
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
Scheduled Maintenance and Corrective Services
Support Upgrade Available Options Defined
4.1.
Learning+ Training Subscription
4.2.
Inventory+ Services
How to Upgrade to Optional Services
Product Family Coverage
How to Set Up Your Online Support Center and myRockwellAutomation Account
How to Use Your 24X7 Remote Technical Support
8.1.
Phone Support
8.2.
Chat Live
8.3.
Submit a Question (Email)
8.4.
Search Knowledgebase
8.5.
Explore Forums
How to Use the Live View Support™ Tool
How to Use Your Repair Services
How to Access Your Reports & Analytics
How to Use Your Field Services for Scheduled or Emergency Onsite
How to Leverage Emergency Services Support for Premier Tier Agreements
How to Access Your Installed Base Evaluation, My Equipment and Asset Optimization
How to Access Your Contract Management Information
How to Use Your Scheduled Maintenance
How to Use Your Learning+ Training Subscription
How to Use Your Inventory+ Services
How to Access Software, Firmware and Other Updates
Other Support Agreements (TechConnectSM Support, Toolkits, etc.)
Glossary of Terms
Useful Links
Integrated Service Agreement • User Guide
1.
Introduction
Technical troubles cause headaches and can inhibit production performance. Whether it is to resolve production
issues quickly, improve training, or streamline software updates, purchasing an Integrated Service Agreement can
provide the knowledge and support needed to address top challenges.
1.1.
About Integrated Service Agreements
This flexible suite of support services enables you to maximize the value of your Rockwell Automation
investments across your facility. The three-tiered model allows you to select the right package of
offerings to meet your needs. Get foundational services with the Essential tier, a full set of support
services with Enhanced, or get data insights and proactive management with the Premier tier.
1.2.
Why choose Rockwell Automation Integrated Services?
Tailored services can address your unique needs, anytime and anywhere. Whatever your challenge,
we have a service or combination of services that can be tailored to your exact needs. Our 3,400
engineers and project managers have an average of 13 years of experience, with deep domain
expertise across industries. We work with customers in more than 80 countries to help them minimize
risk, improve productivity, and more. You can rely on us for:
•
Our global network of factory-trained field service professionals
•
ISO-certified repair centers
•
IACET-recognized training centers
•
Certified technical phone-support centers and online tools
Integrated Service Agreement • User Guide | 4
2.
Overview of Support Levels
With just one number to call and one customer agreement, you can obtain more value to meet your needs versus
purchasing standalone components and service agreements. An Integrated Service Agreement offers three service
tiers including upgrade options.
ENTITLEMENTS
24X7(1) REMOTE SYSTEM SUPPORT(2)
Access to technical support engineers via
chat, phone or the Live View SupportTM
virtual tool; the online support center
including Knowledgebase, interactive
forums, and product notifications; and the
ability to download the latest software
update.
REPAIR+ SERVICES
Access to repair inventory and the ability to
restore automation equipment to like-new or
better condition with our remanufacturing and
exchange services that enhance performance and
extend product life.
INVENTORY+ SERVICES
Rockwell Automation owned and managed critical
spare parts located either on-site or at a Rockwell
Automation HUB location, to help you maximize
equipment uptime while reducing overall
inventory carrying costs.
CONTRACT USAGE ANALYTICS & REPORTS
Performance dashboards that allow users
visibility and insight to take more effective
action.
FIELD SERVICES
Access to highly skilled engineer specialists who
can supplement your on-site workforce
whenever you need them for emergency and
non-emergency needs. Examples include
support in managing product obsolescence
and migration planning, Health Checks,
troubleshooting, programming and startup
services.
ESSENTIAL
ENHANCED






Customer chooses spend and
replacement is offered for faster
turnaround, if available.
Inclusive agreement that
covers all repairs (3).
Replacement offered for faster
turnaround, if available.
+
+


+


Emergency services included
at no charge (when engaged
with Technical Support)

Includes access to My Equipment.
CONTRACT MANAGEMENT

Includes access to My Equipment
with asset optimization
consultation.

A named customer success individual will
conduct periodic reviews leveraging data and
analytics and share these insights with you to help
maximize the value of services purchased and
enable you to manage your investment more
efficiently.
SCHEDULED MAINTENANCE

Biannual two-day engagement with Rockwell
Automation engineering specialists to review the
health of your Allen-Bradley® installed base and
provide recommendations for optimization and
system improvements.
+
+
(1) English language available 24x7. Support in local languages available during normal working hours of 8-5 Monday – Friday.
(2) The purchase of an agreement offers the ability to purchase Learning+ subscriptions at prices only available to support agreement Customers.
(3) Exclusions may apply.


A detailed analysis of your critical plant assets
and condition to help you make data-driven
decisions regarding support and obsolescence
management.
A combination of self-paced e-learning,
instructor-led courses, labs and additional
training content – all in a virtual environment.
An inclusive agreement that
covers all Rockwell repairs (3). .
Priority Replenishment stock
stored at Rockwell Automation
locations offering faster
exchange turnaround time
INSTALLED BASE EVALUATIONTM
LEARNING+ TRAINING SUBSCRIPTION
PREMIER
+
2.1.
Essential Support Level Summary
A flexible, entry-level offering focused on support and repair with the option for on-site technical support.
Entitlements include:
2.2.
•
Remote Technical Support
•
Repair+ Services
•
Reports & Analytics
•
Option for Field Services
•
Option for Learning+ Training Subscription
•
Option for Inventory+ Services
Enhanced Support Level Summary
Coverage of all your support services for better protection. Entitlements include:
2.3.
•
Remote Technical Support
•
Repair+ Services
•
Field Services
•
Installed Base Evaluation™
•
Reports & Analytics
•
Option for Learning+ Training Subscription
•
Option for Inventory+ Services
Premier Support Level Summary
Comprehensive coverage and protection that helps you optimize your investment with priority service and
proactive engagements. Entitlements include:
•
Remote Technical Support
•
Repair+ Services
•
Inventory+ Services
•
Field Services
•
Installed Base Evaluation
•
Contract Management
•
Scheduled Maintenance
•
Reports & Analytics
•
Option for Learning+ Training Subscription
Integrated Service Agreement • User Guide |
3.
Support Defined
Standard support entitlements are those included with each tier of the agreement. If applicable, a technical support
professional will determine whether a customer is eligible for support based on the service level tier.
3.1.
24X7 Remote Technical Support
Rockwell Automation remote technical support provides technical assistance for installation,
configuration, troubleshooting, diagnosis, basic instruction programming and best practice
recommendations. Remote Technical Support also includes access to:
3.1.1
Phone Support: Immediately address issues with phone support. Our specialists are ready when you need them, 24x7x365.
3.1.2
Live View Support™ Tool: An enhanced support experience connecting you with Rockwell Automation technical
specialists leveraging a live video feed and augmented reality capabilities. (Live View Support not available in China).
3.1.3
Online Support Center (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. The support center lets you search the Knowledgebase for answers to your questions,
interact with peers through forums, submit questions online, bookmark information using the “Your Account” feature, request
notifications of updates and chat with our skilled engineers. Maintained by the same engineers who provide your 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 support agreements, provides 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.
3.1.4
Chat: Online and mobile-friendly feature found on our Online Support Centers provides access to chat with
Technical Support Engineers.
3.1.5
Submit a Question via Email: When you don’t need an answer right away, submit a question via email to one of our
Technical Support Engineers.
3.1.6
Interactive Forums: See what your peers are saying, ask and answer questions and network with other
industry professionals.
3.1.7 Software Downloads and Updates: Download software, firmware, or other updates via the Web using your
product serial numbers and the name of the registered user.
3.2.
Repair+ Services
A Repair+ service agreement simplifies your repair budgeting and streamlines your repair order process with
Rockwell Automation. Rest assured that if an asset fails in production, you’re covered and have the funds
available to repair the unit and resume production. This User Guide contains important information about how
to use your Repair+ service agreement, including coverage and how to initiate the repair process. Please
review all components carefully to ensure you receive the maximum benefit from your agreement. For more
details on Repair Services, please reference the Repair+ User Guide.
•
Essential Support Level Entitlements: The Essential ISA comes with a Repair+ Spend service agreement, where the
customer has pre-determined their desired contract spend. The contract Total Repair Value is the total funds available
to you during the ISA Essential agreement term and can be used on repair services for the facility indicated on the
contract. Repair+ repair dollars can be used to repair both Rockwell Automation and *non-Rockwell Automation
electrical automation equipment. Rockwell Automation repairs will draw down at economy list price. Non-Rockwell
Automation repairs will draw down at list price. (*where regionally available. )
•
Enhanced Support Level Entitlements: The Enhanced ISA comes with a Repair+ Inclusive service agreement where all
Rockwell Automation repair services are covered for the facility indicated on your contract. With this inclusive-style
repair agreement, the entire customer site is covered. Repair+ Inclusive covers Rockwell Automation repairable
products.
Add-On Options (See contract for details):
•
Options for Medium Voltage product coverage.
•
Options for funds dedicated for non-Rockwell products that are repairable.
•
Premier Support Level Entitlements: The Premier ISA comes with a Repair+ Inclusive service agreement where all
Rockwell Automation repair services are covered for the facility indicated on your contract. With this inclusive-style
repair agreement, the entire customer site is covered. Repair+ Inclusive covers Rockwell Automation repairable
products. Products on the Bill of Materials (BOM) provided with the Inventory+ Service Agreement, will have exchange
units provided for faster turnaround time (exclusions may apply).
(For customers in Latin America, we cannot offer replacements or exchanges. For these customers, the Premier level
entitlement matches the Enhanced support level entitlement above.)
Add-On Options (See contract for details):
•
Options for Medium Voltage product coverage.
•
Options for funds dedicated for non-Rockwell products that are repairable.
Integrated Service Agreement • User Guide | 7
3.2.1
Repair Product Coverage
Coverage is based on your ISA agreement type. Reference your ISA agreement for full coverage details. Repair availability
may vary by product, and by country.
Product Type
Rockwell Automation Product
Repair & Exchange Services
ISA Essential
Supported
•
Covers the repair of all
Rockwell Automation
products deemed repairable.
•
Covers all service levels for
both repair and exchange
services
ISA Enhanced & Premier
Supported
• Covers the repair of all
Rockwell Automation products
deemed repairable.
• Covers all service levels for both
repair and exchange services
Active and Active Mature Rockwell
Automation Repairable product
End of Life and Discontinued
Rockwell Automation Repairable
product
Supported
Supported
Limited Support
• Best effort, based on the ability to
support the product
• Obsolete products that are no longer
deemed repairable by Rockwell
Automation are not included in this
service.
Not Supported
Limited Support
• Best effort, based on the ability to
support the product
• Obsolete products that are no
longer deemed repairable by
Rockwell Automation are not
included in this service.
Not Supported
Exception
•
Where supported as part of
Inventory+ Onsite Stock or
Priority Replenishment
Coverage
Supported:
• Frame 5+ drives supported by
Economy Repair only
• MV, MCC supported at the repairable
component level only
• ETO is best-effort support by
Economy Repair only
Exception
•
Where supported as part
of Inventory+ Onsite
Stock or Priority
Replenishment Coverage
Supported:
• Frame 5+ drives supported by
Economy Repair only
• MV (if option selected) and MCC
supported at the repairable
component level only
• ETO is best-effort support by
Economy Repair only
Not covered
Rockwell Automation Consumable
(non-repairable) product
Frame 5+ Drives
Medium Voltage (MV)
Motor Control Centers (MCC)
Custom/ETO product
Non-Rockwell Automation product
(third-party)
Priority Exchange Late & NonReturn Fees
Limited Support
•
Covers the repair of NonRockwell Automation
products that
Rockwell Automation deems
repairable.
Covers any fees associated with a notlike-for-like exchange, late core return,
and non-return of a core, if applicable.
Fees will draw down from Repair Value
funds.
Exception:
•
If Non-Rockwell
Automation product
Repair Spend option is
selected.
Not covered.
•
Any fees associated with
a not-like-for-like
exchange, late core
return, and non-return of
a core, if applicable, will
be invoiced separately
Support for the Rockwell Automation repairable products is a key driver in improving a facility’s productivity, however, some
equipment is not included as part of the contract coverage or includes limited coverage. Product repair availability may vary
by country and is subject to change. See your Repair+ service agreement for details.
Exclusions
Direct Replacement and New Hardware Purchases
•
This agreement does not cover the purchase of direct replacement or new products.
•
This agreement does not apply to potentially available upgrade programs.
Products Under Warranty
•
Any unit covered under an existing warranty and submitted as a warranty repair shall be processed as a warranty claim.
This will not apply to the Repair Value drawdown.
•
Exception, Warranty Expired or Void – In certain cases, Rockwell Automation may determine that transactions initially
submitted as Warranty claims should be deemed Billable. This may occur if determined the unit was not the unit covered by
warranty, the warranty has expired, the failure was due to customer negligence, etc. If this happens, Rockwell Automation will
communicate that the transaction is Billable and advise on options to proceed or return the unit less repaired.
Other
•
Product Deemed Not Repairable - If a product is inspected by Rockwell Automation and declared non-repairable to
Rockwell Automation quality standards, the product may be returned-less-repaired, and charged accordingly.
•
Catastrophic Failure - In the instance of a catastrophic failure where the entire unit needs replacing or the unit has
damage that makes the unit non-repairable without replacing a majority of the product’s internal components and/or where
remanufacturing the unit does not adequately remove the reliability risk of the product not performing to specification, the
product will not be covered under this agreement and is not eligible for priority exchange. New product will need to be
Integrated Service Agreement • User Guide | 8
purchased outside of this agreement.
3.2.2
Repair Process
To use the Repair+ entitlements under the ISA, follow the below process to submit a Repair Order and either repair or exchange the
unit.
Product Becomes Inoperative
•
When a repairable product in the customer’s facility becomes inoperative, if covered under the ISA agreement, follow
these steps to initiate the repair process.
•
For coverage details, refer to the Coverage section of the agreement or see above Repair Product Coverage.
•
Note: If the inoperative unit is covered as part of an Inventory+ service agreement and is included in the customer’s
Rockwell Automation on-site stock, the spare part may be taken from the on-site stock to resume production
quickly. See Inventory+ User Guide for details and continue to the next steps.
Notify Rockwell Automation and/or Your Local Authorized Distributor
Be prepared to provide the following information:
•
Customer name
•
ISA number
•
Information about the inoperative product including product type, catalog number, serial number, etc. If available,
details regarding the cause of failure to aid in the repair process
•
Choice of repair service level (see below)
ISA applied
•
•
For ISA Essential, if funds are available, the cost of the repair will draw down from the Repair Value.
For ISA Enhanced or Premier, the cost of the repair is covered as noted in the customer’s agreement Coverage.
Repair Order Processed
•
For Economy Repair – Send the inoperative unit to Rockwell Automation. Our Remanufacturing team will repair the
product and ship it back to you once complete.
•
For Priority Exchange – An already-remanufactured unit will be shipped to you in advance. The customer must ship
the inoperative unit to Rockwell Automation within 14 days to complete the exchange process. Failure to return the
part promptly may result in late fees or non-return fees.
•
For Non-Rockwell Automation Product Repair – Send the inoperative unit to Rockwell Automation. Our
Remanufacturing team will repair the product and ship it back to you once complete.
Repair or Exchange Complete
•
Upon completion of the remanufacture /repair, the unit will be returned as directed and a no-charge invoice will be
generated.
Additional Information on Repair Service Level Options
Service level availability may vary by product and by country. Contact your local Authorized Distributor or Rockwell Automation
Customer Care for product availability.
Economy Repair
Your inoperative Rockwell Automation repairable product is sent to one of our Repair Centers for remanufacturing. This process
takes a used piece of equipment to “like new” or better condition by following a 7-step quality remanufacturing process to extend the
life of the equipment.
Priority Exchange
This is an exchange process. Rockwell Automation will ship the customer an already-remanufactured unit, which may be delivered as
quickly as the next business day, based on regional delivery times. A pre-paid shipping label will be included in this service for the
customer to return the inoperative unit to Rockwell Automation within 14 days of us shipping the exchange unit. Inoperative units,
also known as a “core”, must be returned to Rockwell Automation within 14 days of receipt of the exchange module. If not returned, a
late fee or non-return fee will apply.
Non-Rockwell Automation Repair
All non-Rockwell Automation products utilize a quality repair process to return them to operating condition. Exchange services are
not available.
3.2.3
Adding Additional Funds to ISA Essential Repair+ Spend
If all available Repair Value is used, the customer can either expand the contract Repair Value or have subsequent repair services
processed as standalone transactions outside of this agreement.
•
•
If choosing to add additional funds - Additional Scope of Work (SOW) may be purchased with a modified Purchase
Order or a new Purchase Order. All additional SOWs will have the same billing cycle as the existing contract unless
requested otherwise.
If choosing NOT to add additional funds - If applicable, an invoice will be sent for any overage beyond the Repair
Value. Subsequent repair services will be processed as standalone transactions, billed at the individual standard
repair prices.
Integrated Service Agreement • User Guide | 9
3.2.4
Repair Warranty
All remanufacturing, repair, and exchange transactions submitted under the ISA, including both Rockwell Automation
products and Non-Rockwell Automation products, shall be warrantied based on the Service Level purchased.
Customers with negotiated warranty terms or with coverage under a different warranty agreement shall receive the agreed-upon
warranty, whichever is greater.
3.3.
Field Services
Our global network of over 600 field service professionals is available to assist customers on-site or
remotely. From modernization guidance to emergency services, our engineers can help customers
increase uptime, optimize performance and support the lifecycle of their installed base.
Rockwell Automation Field Services enable customers to pre-purchase a block of hours for Rockwell
Automation scheduled and emergency services at a lower, fixed hourly rate.
This agreement will provide customers with access to a Rockwell Automation field service professional
who will work under the direction of the customer and may be used on an as-needed basis towards the
purchase of transactional (non-contract) emergency service, scheduled service or other non-fixed
scope services provided by Rockwell Automation as described in this section.
•
Essential Support Level Entitlements: Optional upgrade
•
Enhanced Support Level Entitlements: Access to highly skilled engineer specialists for on-site support.
•
Premier Support Level Entitlements: Emergency services included at no charge (when engaged with
Technical Support). Organized by product specialty and by location, our support professionals are on call to
make sure that your plant is always up and running.
Field Services Coverage
Labor
Labor is time spent working at a customer’s request, either on-site or off-site. This hourly charge will be applied to billable
labor time incurred in conjunction with on-site services allowable under this agreement. Overtime is billed at some value
multiplied by labor hourly charge. Overtime charges differ by country. Contact your local Allen-Bradley® authorized distributor
or Sales Office for current field services rates and delivery terms. The value of this labor will be deducted from the agreement
per the rate schedule that is applicable for the time of day and day of service.
Waiting Time
Waiting time is non-working time spent waiting at the customer’s request or due to circumstances beyond Rockwell
Automation’s control due to job site conditions. It will be deducted from the contract value per the rate schedule that is
applicable for the time of day, and day of the service.
Travel
The travel billing method will be portal to portal and will be based on the agreement contract hourly rate. This hourly charge will
be applied to billable travel time incurred in conjunction with on-site services allowable under this Agreement. Billable travel
time shall be determined by the field resource’s actual travel time as calculated from point of origin to customer destination
and onward to the next destination. The value of this travel will be deducted from the agreement per the rate schedule that is
applicable for the time of day and day of service.
Expenses
Expenses incurred in association with local travel (including, but not limited to, tolls and miscellaneous) are billed at cost and
are subject to a 10% administrative fee. In addition, if receipts are requested an administrative fee may be applied. Non-local
travel applies when the field resource is dispatched from outside of three hours roundtrip. Expenses incurred in association
with non-local travel (including, but not limited to, ground transportation, hotel, and meals) will be billed as a flat rate charge
per night. See current field services rates and delivery terms.
Additional expenses may apply and include, but are not limited to, air travel, permits, tolls, customs fees and other incidentals.
Such expenses are billed at cost and are subject to a 10% administrative fee.
Material expenses are NOT included in this Agreement and will require a separate Purchase Order. Material expenses will be
billed according to Rockwell Automation’s standard pricing in effect at the time of services, except in cases of prior
contractual agreement.
On Call Time
On call time is non-working time spent off-site at the customer’s request ready to respond. The value of this time will be
deducted from the agreement per the rate schedule that is applicable for the time of day, and day of service.
Receipts
Receipts for expenses that are requested by the customer are subject to an administrative fee that varies by country. See
current field services rates and delivery terms.
Integrated Service Agreement • User Guide | 10
Field Service Process
Customer will use their designated Integrated Service Agreement telephone number to call the Rockwell Automation Technical
Support Center for issue resolution. Customer will provide their authorization number to validate that they have an active
Agreement. Once validated, the Technical Support Engineer will begin to troubleshoot the issue. After the Rockwell Automation
Technical Support Engineer understands the problem, he/she has the discretion to identify the problem as an emergency or as a
non-emergency issue. If the Customer requests Emergency On-site Services by a Field Service Professional, the Rockwell
Automation Technical Support Engineer will verify if the issue qualifies as an emergency before initiating a request to dispatch a
Field Service Professional.
Subject to the Emergency On-site Services Policies, Rockwell Automation will cover the cost of dispatching a Field Service
Professional with no additional travel charges to Customer. Please note, Emergency On-site Services do NOT include parts. If
parts are required, please contact the local Allen-Bradley authorized distributor.
Adding Hours to ISA Field Services Entitlement
If all available Field Services Hours have been used, the customer has the option to either expand the contract Field Services
Hours or to have subsequent field services processed as standalone transactions outside of this agreement.
• If choosing to add additional hours - Additional Scope of Work (SOW) may be purchased with a modified Purchase Order or a
new Purchase Order. All additional SOWs will have the same billing cycle as the existing contract unless requested otherwise.
• If choosing NOT to add additional hours - If applicable, an invoice will be sent for any overage beyond the Field Services
Hours used. Subsequent field services will be processed as standalone transactions, billed at the standard field services
prices.
Field Service Activities
The value of this Agreement may be redeemed for, but not limited to, the following on-site support activities:
•
Labor services related to Industrial Automation Equipment and Software support (Variable Frequency AC Drives,
DC Drives, PLCs, SLCs, PanelView systems, etc.)
•
Predictive Maintenance/Health Checks; Breakdown Coverage including Emergency Services, Scheduled
Services, Troubleshooting, Troubleshooting, Low Voltage Drive Startup; Software Deployment; Machine/Line
Optimization; and Informal Training
The value of this Agreement may not be redeemed for on-site support activities related to, but not limited to, any of the
following:
•
•
•
•
•
•
•
•
•
•
•
•
Nuclear facilities or applications
Chemical demilitarization
Weapons manufacturing
Military and defense systems
Offshore oil and gas applications
Companies owned in whole or in part by a government entity
Projects intended for shipment to an embargoed destination
Work locations categorized as Travel Suspended or Travel Restricted according to the Rockwell Automation High
Risk Area Travel Security Process
Customers with existing pricing agreements in effect with Rockwell Automation at the time of services
Fixed-scope and contract services provided by Rockwell Automation including Network Services, Conversions,
and Migrations
Medium Voltage Startup/Commissioning, Medium Voltage Preventative Maintenance, or Medium Voltage Field
Modifications
Any Hardware
ISA Field Services Hours are non-transferrable, either unused or overage hours, between standalone CBOT contracts, or any
other contract.
Emergency On-Site Services
The field engineering labor hours can also be used for emergency on-site services. These services are available for assistance
with an unresolved emergency issue that directly affects an existing installation, is creating a loss of production situation, and
cannot be resolved remotely by a Rockwell Automation Technical Support engineer. If an emergency situation exists and is
identified when service is requested, an engineer will be identified the next business day (or within 24 hours in North America;
point of origin and travel time in some regions may impact on-site arrival.)
At the Premier Tier of an Integrated Service Agreement, Emergency On-Site Services are included and the hours used do not
debit the block of hours included in the agreement. A Field Service Professional will only be dispatched to assist with a product
that is covered by the customer’s Integrated Service Agreement.
Emergency On-Site Services Policies
Emergency Definition: An issue or event that has or immediately threatens to compromise the safety of the
Customer’s personnel, that stops, has stopped, or seriously hampers production, data recording and processing or
product quality.
Integrated Service Agreement • User Guide | 11
Emergency On-site Prerequisites: Before being dispatched, the Rockwell Automation Field Service Professional and
Technical Support Engineer must confirm the following prerequisites:
1.
Rockwell Automation and Customer agree that the emergency issue is unresolved and plant production is
experiencing downtime due to this issue.
2. The problem is related to Rockwell Automation equipment that is covered by Customer’s Integrated Service
Agreement.
3. The Customer’s facility must have knowledgeable, qualified technicians capable of performing basic
troubleshooting tasks as directed by Rockwell Automation’s technical support team. If Customer lacks
qualified resources, on-site support can be purchased through Customer’s local distributor at the published
field services rates.
Dispatch Response Time: A Field Service Professional will be identified the next business day (or within 24 hours in
North America; point of origin and travel time in some regions may impact on-site arrival.)
Maximum Working Time: For safety compliance of the Rockwell Automation Field Service Professional and Customer,
at no time will a Rockwell Automation Field Service Professional work more than a maximum of 16 hours (including
travel time) during any 24-hour period or according to local government policy – whichever is the most stringent.
3.4.
Installed Base Evaluation
An Installed Base Evaluation™ (IBE® Service) will begin with Rockwell Automation collecting and
documenting details regarding installed equipment, storeroom inventory and condition, panel condition,
environmental condition, wiring/grounding condition and ventilation condition. The Installed Base
Evaluation begins by developing a plant hierarchical model to define the functional location of the
installed parts and will include the following data collection:
•
Installed equipment
•
Spares and stash inventory
•
Plant operating hours
•
Environmental conditions; grounding, wiring, ventilation, and possible corrosive conditions, etc.
This report is based only on a visual inspection of equipment in the operating state and the physical
location that exists at the time of inspection. Neither the part inspected, nor the surrounding
equipment is moved, taken apart, or otherwise investigated. Thus, the content provided in this report
is based only on information that is readily discernible by visual observation. The IBE will not capture
future changes to the installed base. If the IBE is not completed in a timely manner, or there are
changes to the installed base after the ISA IBE is completed, associated services will be impacted and
may be inaccurate or unable to be delivered. If selected during the proposal process, the data from a
previously completed IBE may be used as part of this agreement.
3.4.1
Installed Base Evaluation Deliverables
Rockwell Automation will provide an executive summary that will include ranking and prioritization of tasks from all
evaluations, with more detailed rankings within each individual evaluation report. This report will be presented to the
customer with one review cycle. The IBE provides the following:
a. Review and categorization of inventory focusing on quantifying four major categories of inventory:
• Active: Necessary to support installed process equipment
• Inactive: “Obsolete” inventory not required to support process
• Excess Active: Active, but overstocked inventory
• Stash: Valuable inventory throughout the plant that is not recorded or visible to the inventory system
b. Review and categorization of the lifecycle to provide the information, analysis, and recommendations
needed to mitigate the risk of aging assets and protect the investments made in the automation
infrastructure:
• Active (Green): Most current offering within a product category
• Active Mature (Light Green): Product is fully supported, but a new product exists. Gain value by migrating.
• End of Life (Yellow): Discontinued date announced; actively execute migrations and last-time buys.
• Discontinued (Red): New product no longer manufactured/procured; repair/exchange services may
be available.
c. Environmental conditions: grounding, wiring, possible corrosive conditions, ventilation, etc.
d. Recommended Spares Report using product Mean Time Between Failure (MTBF) and operating hours.
e. Rockwell Automation inventory analysis to provide a snapshot view of current inventory levels in
Integrated Service Agreement • User Guide | 12
storeroom and stash compared to recommended spares. This analysis also identifies insufficient
inventory, excess inventory and lifecycle status of installed base.
f.
Non-Rockwell Automation Installed Base (if applicable) to provide listing of installed third-party products.
g. Detailed Installed Base to provide a detailed installed by location which includes part number and quantity
in each location.
h. Products by physical location to allow customer to search by part number to find all areas where the part is
installed.
i.
3.4.2
Standard, customer-developed physical hierarchy to assign physical asset locations of each product identified
during the Installed Base Evaluation service.
Remediation
Remediation is not included in the scope of supply. The Customer may or may not choose to follow through with the
recommended corrective actions and/or retesting. Depending on the type and severity of a recommended action,
remediation scheduling could be integrated into the process. This may impact scheduling and completion of the required
tasks. If the Customer requests remediation and/or retesting, this time will be invoiced separately at additional charge.
3.4.3
My Equipment Subscriptions
A subscription to My Equipment is included with the purchase of an Integrated Service Agreement. Access to the My Equipment
application makes it simple to regularly view dashboards and reports, perform analysis, and evaluate the risk within the installed
base. Our Installed Base Evaluation data and access to My Equipment are designed with longevity and standardization in mind,
making it an integral part of your maintenance planning process over time.
Access to My Equipment is an enhancement to the myRockwellAutomation digital experience. My Equipment provides
intuitively designed installed base dashboards and reports, made available through an online portal. The My Equipment
subscription will be invoiced upon completion of the Installed Base Evaluation.
A subscription to My Equipment includes:
•
Interactive asset inventory reports and dashboards of all Installed Base Evaluation data and
recommendations
•
Enterprise-level reporting and charts
•
Comprehensive obsolescence risk analysis
•
Filterable physical hierarchy
•
User-intuitive design to simplify decision- making
•
Single sign-on with Knowledgebase existing account information
•
Access to delegated administrator feature to enable simple sharing across your team
•
Ongoing features as they are added to the My Equipment subscription service over the term of the contract
For new contracts, the My Equipment subscription shall commence upon issuance of the Installed Base Evaluation report. For
renewals, the My Equipment subscription will commence upon receipt of purchase order and at the beginning of the stated
contract term.
3.4.4
Asset Optimization Consultation
A Rockwell Automation Asset Optimization Consultation is designed to support the decision-making process on where to initiate
improvements and how to implement an effective maintenance strategy. An Asset Reliability Professional will provide equipment
knowledge, industry expertise, and consultative services to deliver prescriptive action plans and business strategies specific
to your site goals. Rockwell Automation will make solution recommendations based on the biggest challenges or most
important priorities. The evaluations help bridge the gap between current state and end goals.
Asset Optimization services include the following:
•
Site interview and walk-through
•
Assessment Reports:
•
3.4.5
o
Action plan prioritization workbook including associated analytical data sheets
o
Presentation file containing highlights of report findings, recommendations, plans
Report review meeting
Site Interview and Walk-through
A Rockwell Automation Asset Reliability Professional will conduct a site walk-through and interviews with designated customer
representatives, during which the following will be covered:
•
Facility tour to better understand customer’s equipment, production processes, and greatest areas of
lifecycle risk
•
Document potential reliability/lifecycle issues associated with the equipment
•
Perform an equipment/parts criticality analysis with the customer’s equipment care team
Integrated Service Agreement • User Guide | 13
Following the site interview and walk-through, the Asset Reliability Professional will perform various analyses based on the
documented findings.
3.4.6
Assessment Reports
Rockwell Automation will deliver Assessment Reports based on the site walk-through and interviews conducted. Reports will
include the following:
•
•
•
•
Equipment Criticality based Spare Parts Plans
o
On-site consultation work performing location/equipment criticality analysis
o
Obsolescence risk evaluation, spares gap recommended solutions
MRO Inventory Optimization Plans
o
Data review and analysis of site storeroom issuances, equipment work orders, key performance indicators
(KPIs)
o
Parts standardization/optimization strategies and parts asset management recommendations
Modernization Plans Prioritized by Business Impact
o
Site impact criteria applied to data for forced ranked migration plans
o
Asset lifecycle planner and detailed reports provided
Asset & Plant Optimization by Business Impact
o
3.4.7
Plant-specific top improvement initiatives, proactive asset reliability/maintenance strategies
Report Review Meeting
A report review meeting will be held upon completion of the reports. Rockwell Automation will provide an executive
summary that will include ranking and prioritization of tasks from all evaluations, with more detailed rankings within each
individual evaluation report. Estimated delivery of the reports is within four weeks after the final data collection and site visit.
Reports will be presented to the Customer with one review cycle during the second quarterly executive business review.
3.5.
Contract Usage & Analytics Reporting
To provide better visibility of agreement engagements (such as service ticket history, etc.) and usage,
your Integrated Service Agreement provides you access to data and information pertinent to your
agreement via the myRockwellAutomation portal. Included within this site are applications that will
include information on your site’s specific agreement details, agreement usage, information on your
installed base and status of repairs.
3.5.1
My Services/My Reports
Under the My Services/My Reports application of the myRockwellAutomation portal, customers will be able to sign up for
access using the authorization number provided to them upon agreement initiation and provided in their welcome email. My
Services/My Reports will provide customer information regarding their current agreements including what coverage levels
have been selected as well as the status of these agreements including start and end dates.
My Services/My Reports will also include all customer remote support ticket interactions for the entire site. This information
will include all ticket numbers and notes from those interactions and will be sortable via different filters.
Also in the My Services/My Reports application is the Insights section. This section is exclusive to Integrated Service
Agreement customers and will include usage on remote support, field service and repair interactions. This information can
be sorted with different filters to show adoption and engagement of your users. Some of the deliverables of the Integrated
Service Agreement are drawn down components that have caps included with their usage. The status of these components
will be shared in this section and will display how much of the service agreement has been used and how much is remaining.
3.5.2
My Equipment
The My Equipment application of myRockwellAutomation is a deliverable with the Installed Base portion of this agreement.
Access My Equipment Now
3.5.3
My Repairs
The My Repairs application of myRockwellAutomation is where a customer can access specific repair transactions and get
details regarding the status of these repairs.
Access My Repairs Now
3.6.
Contract Management and Customer Success
Rockwell Automation aims to ensure the Customer obtains the most value possible from the
Services covered by this Support Agreement. Customer is entitled to engagement from the
Customer Success organization as detailed below.
A Rockwell Automation Customer Success Manager will be assigned to act as Customer’s primary
Integrated Service Agreement • User Guide | 14
commercial contact for non-technical inquiries. The primary function of this role is to align the Support
Agreement with desired Customer Business Outcomes. Customer engagements will include Customer
Kick-off, Business Reviews, escalations, and other activities as the customer and Customer Success
team deem necessary. Communications will occur both electronically (email) as well as in person
(potentially on-site and/or virtually). Customer communications are a key deliverable of the agreement
and critical to its success. Customers may reassign contract ownership and add individuals who will
also receive the communications regarding information of importance to the agreement.
Customer Success will facilitate the alignment of scope delivery with the Support Agreement. If
there is a change needed, Customer Success Manager will leverage the change request process to
support the business outcomes.
3.6.1
Customer Kick Off
A Customer Success Manager will engage the designated Customer contact at the initiation of the Service
order. The Customer Success Manager will organize an initial Customer meeting to provide an overview o f the
Support Agreement and associated Welcome Kit, discuss Key Performance Indicators (KPIs), and develop an
engagement plan with the Customer. The Welcome Kit will include the Support Agreement entitlements and
how to obtain the most usage and value from the Support Agreement entitlements.
3.6.2
Quarterly Business Review (Premier Support Level Only)
A focus will be put on quantifying the value associated with Support Agreement entitlement usage
throughout the contract’s lifecycle. The business review will summarize how support activities, Support
Agreement usage, service level agreement performance, and scope changes align with KPIs and business
value. These reviews occur on a quarterly basis.
Additionally, the Customer Success Manager will provide the following outcomes periodically:
3.6.3
•
Validate customer objectives are being achieved throughout the Support Agreement lifecycle
•
Highlight holistic Support Agreement data to identify opportunities for operational efficiencies
•
Obtain feedback on system and support performance
•
Identify trends in usage and provide reliability improvement recommendations
•
Recommend any scope changes to realign Support Agreement with business outcomes
Escalation
Rockwell Automation puts a significant focus on the Customer’s satisfaction with the Service. If the Customer is
dissatisfied with the delivery of the Support Agreement, the progress with an existing incident or the value received from
the Support Agreement, a request can be used to escalate the issue. Customer escalation invokes a higher level of
management within Rockwell Automation to make a support issue even more visible. The Customer should notify the
Customer Success Manager as soon as practical of the need to initiate the escalation process. This request should be
made in writing if possible.
The escalation may be initiated for any of the following reasons:
•
Incident resolution not performed in accordance with response times
•
Lack of responsiveness
•
Dissatisfaction with resolution
•
Dissatisfaction with quality of service
•
Dissatisfaction with the value of service
Any of the individuals listed as Designated Contacts may invoke the escalation process. Rockwell Automation expects to
receive customer management contact information during the escalation. For additional details, see your Welcome letter
information for instructions on escalation and required information.
3.6.4
Expansion of Scope
If, at any point in the life of the Support Agreement, the Customer should find that additional scope is required (beyond that
documented in this Support Agreement) the Customer Success Manager would be the point of contact to initiate the
expansion process. The Customer Success Manager will facilitate the engagement of Rockwell Automation resources to
document the new Business Outcomes and proceed with the Documented Change Request (DCR) Process.
3.7.
Scheduled Maintenance
Twice a year the assigned Customer Success Manager will work with the customer to proactively
schedule two-day engagements with Rockwell Automation engineers to review the health of the
Rockwell Automation installed base and provide recommendations for optimization and system
improvements. These engagements will take place with a Rockwell Automation Field Service Engineer
as well as required commercial resources, as needed.
Integrated Service Agreement • User Guide | 15
3.7.1
Scheduled Maintenance and Corrective Services
•
Trained engineers directly employed or supervised by Rockwell Automation will perform the maintenance
service, when applicable, using the appropriate tools and test equipment.
•
Maintenance will be rendered when required during Rockwell Automation business hours. Rockwell
Automation and Customer will have agreed on the schedule of products to be maintained before the start of
the maintenance work. Changes to this schedule will be made in writing only after mutual consent by both
parties and then detailed for future reference.
•
Pre-scheduled maintenance visits may only be canceled or changed if ten working days prior written notice
has been issued by Customer to Rockwell Automation. Customer and Rockwell Automation shall agree the
time to reschedule the canceled visit. On failure to provide the specified written notice, Customer will forfeit
the scheduled visit.
•
Should any additional maintenance visits be required outside of the allocated schedule, then the customer
can choose to use hours from their field engineering labor hours to supplement the time and continue the
work.
Rockwell Automation will provide maintenance advice and support as part of the scheduled visits. Typical activities
performed are listed below:
•
Health checks on identified critical equipment
•
Systematic inspection and verification of correct operation
•
Conduct a visual check of the system to confirm it is in a clean condition and connections are secure
•
Implement operational checks of the plant systems in accordance with customer’s requests
•
Investigate ongoing issues
•
Correction of malfunctions
•
Maintenance of a service and maintenance log
•
Advise of and discuss product obsolescence and assist with migration plan
•
Review that support products are available and working e.g. cables, software, programming tools
•
Advise/develop stores procedures, best practices, storage methods
•
Carry out the management of battery replacement periods as specified in Rockwell Automation product
•
Program backups
•
Provide basic refresher training and answer technical queries as requested by the Customer
documentation.
Integrated Service Agreement • User Guide | 16
4.
Support Upgrades Available Options Defined
Upgrades to an existing agreement must be quoted by Rockwell Automation. The following upgrade options are
available:
4.1.
Learning+ Training Subscription
Innovative education and training to close the skills gap. Continue to learn at your convenience; your return
visits will resume where you left off in the course. Courses added will automatically appear in the available
training of subscribers. Learn more about our available Learning+ courses.
4.2.
•
400+ Hours of E-learning courses include fundamental and product-specific topics delivered in a
modular fashion with simulations and practice opportunities.
•
Virtual classroom sessions include modularized virtual lectures and lab demonstrations as if you were
physically sitting in a classroom. Office hours are available for small group coaching to enhance learning
concepts.
•
Genius Webinars provide a live experience with a technical expert discussing a wide range of topics that
are available on-demand after the webinar is completed.
•
Knowledge Assessments are a great way for learners to establish a baseline of their knowledge on an
automation technology to determine their learning journey.
Inventory+ service agreements
An Inventory+ service agreement provides critical spares to help you maximize equipment uptime while
reducing overall inventory carrying costs.
An Inventory+ service agreement allows ready access to needed spare parts for your machines with
Allen-Bradley equipment, all while we own and manage your spare parts inventory. This service
delivers access and availability of critical spares to maximize machine uptime and throughput while
reducing overall inventory carrying costs.
Inventory+ Services is optional at the Essential and Enhanced Tiers but is included at the Premier Tier.
Learn more about Inventory+ service agreements.
For more details on Inventory+ Services, please also reference the Inventory+ User Guide.
5.
How to Upgrade to Optional Services
Contact your local Allen-Bradley Authorized Distributor or Sales Office for more information or to order. Find your
Authorized Distributor or Sales Office.
6.
Product Family Coverage
After an Integrated Service Agreement level has been selected, the next step would be to specify the product
families to be covered. Support is provided for all products that are listed within a product family (e.g., Automation
Control Products) as defined in this webpage.
Integrated Service Agreement • User Guide | 17
To provide support on older technology, we offer Legacy support. This is a separate product family with slightly
different support options. Remote Legacy Support under an ISA Agreement is 8x5 best effort, not 24x7. These products
are only supported in English. Product families are updated once a year to add new products to their respective
product family and to move obsolete and older technology to Legacy.
7.
How to Set Up Your Online Support Center and myRockwellAutomation Account
To begin using your Integrated Service Agreement, you need to create an account. This account will give you
access to our Online Support Center and myRockwellAutomation, which includes: My Services/My Reports, My
Equipment and My Repairs. Follow these steps to do so:
1.
Navigate to our Online Support Center
2.
Click on “Sign In”
3.
Click on “Create an Account”
4. Enter your information into the form
5.
To finish creating an account, you need to confirm that you own the email address that you used to
create the account. To confirm your email address, click or tap the link in the email you received
when you created the account. Note: Please confirm your email account as soon as possible, as
you will not be able to access your account until you confirm your email address or mobile
number. In addition, the email verification link will expire within 14 calendar days and the
account will be removed.
If you have any further questions about creating an account, and/or if you’re looking for account support tips, visit our
Account Support Center.
8.
How to Use Your 24X7 Remote Technical Support
Customers will only receive the entitlements based on the product/software listed on their contract. For
example, if a customer has Studio 5000® Subscription Software and tries to call into Technical Support for an
issue on a CompactLogix® Controller, they’ll be denied support. Our Engineers will only provide support for
products that are covered on the Customer’s active support contract. Support contracts include Integrated
Service Agreement, TechConnect, Perpetual with Maintenance, Subscription, Toolkit, ThinManager® and
ESAFE®.
8.1.
Phone Support
1.
Call 440-646-4377 (this is a North American phone number; for all other regions, access
our support phone number list).
2. Input your authorization number. You’ll receive a designated authorization number that can be
found within your welcome email and/or within your account profile on Knowledgebase.
3.
Have the following information available to maximize the value of your call:
1.
Product name(s), description, and series/revision/version number
2.
System configuration and components, for example, operating system, etc.
3.
Sequence of events prompting your call
4.
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:
•
Medium Urgency: 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 is
acceptable if your issue is not resolved on an initial call.
Integrated Service Agreement • User Guide | 18
8.2.
•
High Urgency: 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 capacity. In these
situations, you require immediate or same-day resolution if possible.
•
IMPORTANT: 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.
Chat Live
Visit Knowledgebase to chat live with Tech Support engineers.
8.3.
Submit a Question (Email)
Visit Knowledgebase to submit a question to our Tech Support engineers.
8.4.
Search Knowledgebase
Visit Knowledgebase
8.5.
Explore Forums
Visit Knowledgebase and view our forums.
9.
How to Use the Live ViewTM Support Tool
Share a real-time view of what you’re seeing directly with our technical experts. This capability requires the user to
download the Vuforia Chalk app on their mobile device and create a free account using their email address to log in.
When calling in to TechConnect for support, our technical experts will share a code that can be used to unlock all
features of Vuforia Chalk without the requirement of a license. This will enable a real-time view using your device’s
camera to assist in articulating the issue can expedite the troubleshooting process. (Live View Support not available
in China).
10.
How to Use Your Repair Services
1.
Call 440-646-4377 and have the following ready. (This is a North American phone number; for
all other regions, access our support phone number list).
•
Authorization Number
•
Catalog Number(s)
•
Serial Number(s)
Tip: Snap a photo of the product label.
2.
3.
Review concerns with a remote support engineer
•
Attempt to resolve and fix issue remotely
•
Validate failed unit requires remanufacture
•
Transfer to Customer Care to begin repair process
Customer Care
Integrated Service Agreement • User Guide | 19
•
A Customer Care representative will check stock and review repair/remanufacturing options
•
Exchange service available and selected
•
•
Exchange unit will be shipped within 24 hours
•
Customer will be sent a shipping label
•
Send inoperative product to Rockwell Automation or have your local Allen-Bradley
authorized distributor pick up and process return
•
Customer must return core unit within 30 days, or they will receive an invoice
Economy repair initiated
•
Customer will be sent a shipping label
•
Send inoperative product to Rockwell Automation or have your local Allen-Bradley
authorized distributor pick up and process return
•
Inoperative unit goes through repair process
•
Remanufactured unit returned (typically 10 business days in North America; ranges from 5-8 weeks
in other regions).
4. Execution
11.
•
You will receive shipping label direction from Rockwell Automation
•
Send inoperative product to Rockwell Automation or have your local authorized Rockwell Automation distributor
pick up and process return
•
If additional services are requested such as overnight shipping or field service support, an additional purchase order
will be required
•
Receive your repaired product
How to Access Your Reports & Analytics
1.
Visit myRockwellAutomation
2.
Navigate to the “Resources” Section
3.
Go to “My Services” or “My Reports” Overview
If you have any further questions about how to create an account, or if you are looking for account
support tips, please visit our Account Support Center.
12.
How to Use Your Field Services for Scheduled or Emergency On-site Services
1.
Call 440-646-4377 and have the following ready. (This is a North American phone number; for all
other regions, access our support phone number list).
•
Authorization Number
Tip: Snap a photo of the product label.
2.
3.
Review concerns with a remote support engineer
•
Attempt to resolve and fix issue remotely
•
Determine severity
•
Validate skill set of engineer required
•
Transfer to Customer Care to process repair
Customer Care
•
Customer Care Representative will check resource availability and coordinate with customer timing of getting an
Integrated Service Agreement • User Guide | 20
engineer to the Customer’s site.
13.
•
Customer will receive confirmation upon scheduling of an engineer.
•
Review repair/remanufacturing options.
How to Leverage Emergency Services Support for Premier Tier Agreements
1.
Call 440-646-4377 and have the following ready. (This is a North American phone number; for all
other regions, access our support phone number list).
•
Authorization Number
Tip: Snap a photo of the product label.
2.
Troubleshooting will be done by our technical support team
3.
If issue is unresolved after the remote troubleshooting, the technical support team will qualify
the issue as an emergency or non-emergency
4. If it’s an emergency, technical support will then check the agreement for entitlement and approve
the emergency services
5.
14.
A Field Service Engineer will be dispatched
How to Access Your Installed Base Evaluation, My Equipment and Asset Optimization
During contract kickoff and initiation, you will be assigned a Rockwell Automation Project Manager who will
contact the agreement owner and will work with your location to schedule and perform the Installed Base
Evaluation. These engagements often take multiple days, and the project manager will work with you to find an
appropriate window to visit your location and perform the service. Details of the work to performed can be
found in Section 3.5.
After the data collection is complete, the data is taken back to Rockwell Automation where we validate and make sure
that everything is correct. Upon completion of this activity, we prepare our report and will review this information
during our first quarterly business review.
Once the installed base information has been reviewed and presented to the Customer, it is loaded into My
Equipment on the myRockwellAutomation portal. This is the same location and system that customers access
their usage and analytics data. In this system, customers will have a digital view of the collected data and up-todate lifecycle status information.
For Premier customers, the next engagement is the Asset Optimization Consultation. Similar to the Installed Base
Evaluation, a Rockwell Automation Project Manager will be assigned and will proactively contact the agreement
owner to work with the location to schedule and perform the work. Details of the work to be performed can be
found in Section 3.4.4 - 3.4.7.
Integrated Service Agreement • User Guide | 21
15.
How to Access Your Contract Management Information
For applicable accounts, a Customer Success Manager will be assigned to the agreement and will proactively contact
the defined customer contract owner to set up communications and share contact information.
Communication with the Customer Success Manager and regularly scheduled engagements will occur as well as
digital touchpoints throughout the course of the agreement.
If the need arises to contact the Customer Success Manager between these engagements, the customer will have
been provided contact information (email and phone) to engage with the Customer Success Manager.
16.
How to Use Your Scheduled Maintenance
During the first and third-quarter reviews, the Customer Success Manager will proactively work with the defined
Integrated Service Agreement to review business goals and offer suggested engagements for the Scheduled
Maintenance portion of the agreement. If the customer has a need in between these engagements, they can contact
their Customer Success Manager (as detailed above) to engage in the Scheduled Maintenance engagements.
The type of work that can be completed with the Schedule Maintenance portion of the agreement are detailed above
in Section 3.7.
Once the requested work is defined, the Customer Success Manager will be the point person for working between the
customer and the Rockwell Automation delivery teams to ensure that work gets scheduled and completed.
17.
How to Use Your Learning+ Training Subscription
Upon receipt of the email confirmation for purchasing Learning+:
1.
Follow the email link to myRockwellAutomation, and register as needed.
2.
Click Learning+ under Resources on the right.
3.
When prompted, enter your assigned access code.
4. Your content is unlocked based on your purchase type.
18.
How to Access Your Inventory+ Service Agreement
Follow the instructions within your Inventory+ Services Agreement welcome kit.
19.
How to Access Software, Firmware and Other Updates
If you have purchased an Integrated Service 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. To download software or
firmware updates, hotfixes or patches, navigate to our Online Support Center and select the “Capability and
Downloads” section.
Important: To download updates, you must have Internet Explorer 5.5 or higher with 128-bit encryption/cipher
strength and a high-speed connection. The average download speed is 5 minutes outside of peak hours, 11 a.m. to 3
p.m. ET. Some updates are available as Zip files and require the WinZip application.
Integrated Service Agreement • User Guide | 22
20. Other Support Agreements (TechConnect Support, Toolkits, etc.)
Contact your local Allen-Bradley Authorized Distributor or Sales Office to learn more about our other support options.
21.
Glossary of Terms
Augmented Reality (AR): Provides the ability to superimpose computer-generated images on a user’s
view of the real world, offering a composite view.
Case Handling: Rockwell Automation handles cases that require further investigation as a priority with
automatic escalation procedures, and calls the Customer back to provide a progress update if an answer
is not immediately available.
Case Resolution Follow-Up: For cases where Rockwell Automation could not confirm resolution on the
initial call, the Customer will receive a proactive follow-up within one business day (target response)
to confirm that the problem was resolved or continue troubleshooting, if necessary.
Educational Webinar: Our Educational Webinar series is designed to help you get maximum value from our
tools and services. Learn about new methods to tackle your business challenges, discover ways to
unlock the hidden potential of your business and leverage the industry expertise of Rockwell
Automation.
Learning+ Training Subscription: Close the skills gap with a combination of self-paced e-learning,
instructor-led courses, labs and additional training content - all in a virtual environment.
Grace Period Contract (GPC): 10-day grace period contracts may be awarded to current TechConnect
customers who are requiring support for a product not listed within any of their product families on their
contract. Certain rules and regulations are required to qualify for these contracts. For more
information, see the “Customers without Support” section of this document.
Installed Base Evaluation™ (IBE®): Is much more than simply counting parts. It’s a thorough analysis of
your critical plant assets and their condition. For more information, please see rockwellautomation.com.
One-time Incident Support: Rockwell Automation Customer Care will offer a one-time single incident
support contract to new customers (or to customers who have had a grace period contract) for $500
USD or equivalent in Local Currency. For more information, see the “Customers without Support” section
of this document.
Online Support Center: The Rockwell Automation Support Center lets you search the
Knowledgebase for answers to your questions, interact with peers through forums, submit questions
online, bookmark information using the “Your TechConnect Account” feature, request notifications of
updates and chat with our skilled engineers.
Technical Phone Support: Rockwell Automation phone support provides technical assistance for
installation, configuration, troubleshooting, diagnosis, basic instruction programming and best practice
recommendations. With an unlimited phone support agreement, a Customer can call as often as needed
throughout the term of your Agreement. Standard hours of coverage are 8:00 a.m. to 5:00 p.m. Monday –
Friday (based on your local calling time; Rockwell Automation observed holidays excluded). Information on
Rockwell Automation observed holidays can be found via the Knowledgebase in article #819086.
Toolkit: For more detailed information on Toolkits and our PartnerNetworkTM program, visit
rockwellautomation.com/partners to learn more about partnering with Rockwell Automation.
Integrated Service Agreement • User Guide | 23
Vuforia Chalk: A mobile app for Android and iOS devices provided by PTC. Connects two people via video
and lets each person draw digital, 3D annotations that “stick” to a physical object.
Welcome Kit: Essential support agreement information, support authorization number, local support
telephone number, and user guide.
22. Useful Links
Find Your Allen-Bradley Authorized Distributor or Sales Office
Knowledgebase and Online Support Center
myRockwellAutomation
North America Direct Dial Guide
Remote Support Programs
Rockwell Automation Learning+ Courses
Rockwell Automation Website
Software Download Center
Software Registration Transfer
Support Services Product Family Guide
Integrated Service Agreement • User Guide | 24
Services vary by region.
Allen-Bradley, CompactLogix, ESAFE, Expanding Human Possibility, Installed Base Evaluation, LifecycleIQ Services, Live View Support, PanelView, Partner
Network, Studio 5000, TechConnect and ThinManager are trademarks of Rockwell Automation, Inc.
Trademarks not belonging to Rockwell Automation are property of their respective companies.
Publication GMSC-UM008A-EN-P – June 2024
Copyright © 2024 Rockwell Automation, Inc. All Rights Reserved. Printed in USA.
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