SUPPORT
TechConnect
USER GUIDE
Table of contents
Welcome
Introduction
4
TechConnect support summary of benefits
4
How to contact technical support
5
Maximize the value of your call
5
3
Online support center
Create an online support center (Knowledgebase) account
How to search Knowledgebase
Explore forums
How to submit questions
How to chat live with Rockwell Automation engineers
6
6
6
7
7
TechConnect support options
Support options summary
Support options detailed
Other support agreements (Subscriptions, toolkits, ThinManager, etc.)
TechConnect upgrade options
Product family coverage
Support deliverables
8
9
10
12
12
12
Hardware calibration and repair (ESAFE SUPPORT ONLY)
Equipment calibration
Accessory testing and replacement
Equipment repair
Requesting calibration
Obtain an RMA
13
13
13
13
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.
We have designed this guide to help you obtain efficient service and maximize the benefits of your TechConnect
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
Fill in the following fields for easy reference to expedite service delivery:
TechConnect Support Center 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
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
summary of benefits
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, receive product notifications, and save
favorite content
Immediately address issues
•
Get back up and running faster with support from our
product specialists, who can help install and configure,
troubleshoot, or diagnose technical issues
•
These specialists are ready when you need them
with 24x7x365 availability
Manage training
•
Meet training needs and improve employee performance
with discounted access to our Learning+ subscription
Better manage software updates
•
Help prevent crises, extend functionality,
and improve user experiences with access
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
feed and have an experienced technician view your
equipment in real time and provide specific, detailed
directions for repairing the hardware
TechConnect Support • User Guide | 04
How to contact
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 which are
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:
Phone Support: Immediately address issues with phone support. These experts are ready when you need them
24x7x365. Once a Customer has a Software Maintenance and Support contract, they’ll receive a designated
authorization number that can be found within their Welcome Kit and/or within their account profile on
Knowledgebase. Customers can reach our Technical Support teams by either using the main phone numbers
of (TOLL FREE) 1-888-382-1583 or 1-440-646-3434. Once they call in, they’ll input their authorization number
for support entitlement.
1.
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: When you don’t need an answer right away, submit a question via email to one of our
Technical Support Engineers. Visit Knowledgebase to submit a question.
5.
Live View: 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 into 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 realtime view using your device’s camera to assist in articulating the issue and expedite the troubleshooting process.
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. 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 2
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. System configuration and components, for example, operating system, 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
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.
TechConnect Support • User Guide | 05
2. 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.
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 eingeering 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.
Online support center
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 TechConnect Account” feature, request notifications
of updates and chat with our skilled engineers.
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, 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.
For additional information about the Support Center, refer to this service profile.
Create an online support center (Knowledgebase) 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.
How to 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 452148.
The Your TechConnect Account tab 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.
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.
TechConnect Support • User Guide | 06
How to 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.
Important: 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 that is listed in your site agreement and recorded on page 3 of this guide.
How to chat live with Rockwell Automation engineers
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
Your TechConnect Account 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.
TechConnect Support • User Guide | 07
TechConnect support options
Rockwell Automation offers progressive levels of support to meet customer business needs; see the table for all available
support level options.
Support options summary
Application
Support
System
Support
Product
Support
Self-Assist
Support
Supportive Services
Description
••
Real-Time Application
Remote Support
Design support team / Dedicated telephone and email /
Documentation and code familiarization / Application
knowledge management / Periodic performance reviews
•
Administration
Emergency backup / Performance tuning / Guaranteed field
service call-out / Managed services
••
••
Real-Time System
Remote Support
Standard product and programming software / Advanced
software / Proactive follow up / Single-point resolution
•
•
Advanced Engineering
Expertise
Get support from our system-level support engineers
that have extensive experience in the industrial
automation industry
Remote Monitoring
Critical assets that are monitored by automation experts.
Device and/or process monitoring and alarming at a
Rockwell Automation facility or remote access to historical
data for troubleshooting
Real-Time Product
Phone Support
Standard product and programming software /
Telephone and live chat support available in 20 languages /
Remote desktop troubleshooting
Learning+ Subscription
Highly interactive learning featuring lessons, software
simulations and demonstration videos to help reinforce
learning concepts. Access to scheduled virtual instructor
led training, featuring digital access to course materials is
also included.
Live View Support™
An enhanced support experience connecting you with
Rockwell Automation Technical experts leveraging a live
video feed and augmented reality annotations.
Software Maintenance II
Software update media / Emergency software replacement
Genius Webinars
Extend and apply knowledge gained via access to
on-demand library of online technical seminars
Our cloud-hosted augmented reality library of work
instructions. Uses augmented reality to walk you through
the proper steps to complete tasks related to the repair
and maintenance of Allen-Bradley® hardware.
••
••
••
••
•
•
•
•
*
•
*
•
•
•
•
•
•
•
•
•
•
•
•
Digital Assist Library
•
•
•
•
Software Maintenance I
Software update downloads
•
•
•
•
Online Support
Center Access
Knowledgebase tech notes / Interactive forums /
Product notifications / Manage service tickets /
Submit questions via email
*
• Included • Optional upgrade
* Not available in China or Russia
• Optional upgrade to 24x7x365 support
TechConnect Support • User Guide | 08
Support options detailed
Support Level
Support Services Description
Application Support
You are partnered with a team of technical support engineers who are uniquely designated to support your
key applications. This team visits your site, becomes familiar with the applications, and gathers system
drawings and documentation. This team will become an extension of your support staff, providing technical
account management and scheduled consulting time. Application Support includes the support elements
of Product Support, System Support and the following support elements:
Real-time, Application-Level Support
Designated support team / Dedicated telephone and email / Documentation and code familiarization/
Application knowledge management / Periodic performance reviews
Surveillance and Alarming Options
Device and/or process monitoring and alarming at Rockwell Automation facility or remotely / Access to
historical data for troubleshooting
Application-Level Administration Option
Emergency backup / Performance tuning / Guaranteed field service call-out
System Support
System Support allows your calls to be routed to a group of technical support engineers with proven expertise
in Rockwell Automation control systems. You will work with an engineer who manages your cases through
resolution and follow-up. System Support includes the support elements of Product Support, and the
following support elements:
Real-time, System-Level Support
Standard product and programming software / Advanced software / Proactive follow up / Single-point resolution
Advanced Engineering Expertise
Get support from system-level support engineers that have multiple years of experience in the industrial
automation industry
Product Support
As often as your needs require, you can contact Rockwell Automation technical support engineers for
real-time phone support. Our engineers have deep knowledge of our products, software and legacy hardware
and can use remote desktop technology to help troubleshoot or assist in the configuration of products quickly.
Product Support includes the support elements of Self-Assist Support, and the following support elements:
Real-time, Product-Level Support
Standard product and programming software / Telephone and live chat support available in 20 languages /
Remote desktop troubleshooting
Learning+ Subscription
Highly interactive learning featuring lessons, software simulations, and demonstration videos to help reinforce
learning concepts. Access to scheduled virtual instructor-led training, featuring digital access to course
materials is also included.
Software Maintenance II
Software update media / Emergency software replacement
Live View Support
An enhanced support experience connecting you with Rockwell Automation technical experts leveraging a live
video feed and augmented reality annotations.
Genius Webinars
Extend and apply knowledge gained via access to on-demand library of online technical seminars
Self-Assist Support
You can take advantage of the Knowledgebase, their online resource for technical information, support and
assistance. The Knowledgebase can assist you in increasing productivity by finding solutions to technical
questions more quickly – saving both time and money. The Knowledgebase is maintained by the same engineers
who provide TechConnect Support and is updated with the hardware and software solutions from actual support
cases. These updates are incorporated dynamically. Self-Assist includes the following support elements:
Digital Assist Library
Our Digital Assist Library uses augmented reality to walk you through the proper steps to complete repair and
maintenance work on Allen-Bradley products.
Software Maintenance I
Software update downloads
Online Support Center Access
Knowledgebase tech notes / Interactive forums / Product notifications / Manage service tickets /
Submit questions via email
TechConnect Support • User Guide | 09
Other support agreements
(Subscriptions, toolkits, ThinManager, etc.)
Perpetual software with maintenance contracts
Rockwell Automation offers a perpetual software license bundled with a Maintenance Contract. The Customer selects
the term for the Maintenance Contract at the time of purchase. Customers will have instant access to the latest
software updates and enhancements. These Customers will also receive access to our Knowledgebase for on-demand
technical support.
Support entitlements
•
•
•
•
Submit a question
Software updates
Knowledgebase
Electronic software updates
Support upgrades available options
•
•
8x5 phone support
24x7 phone support
Subscription software contracts
Rockwell Automation offers Subscriptions licenses for Rockwell Automation Software. Subscriptions allow Customers
to purchase a timed license which provides access to upgrades to future versions and technical support.
Support entitlements
•
•
•
•
•
•
8x5 phone support
Chat support
Submit a question
Software updates
Knowledgebase
Electronic software updates
Support upgrades available options
•
24x7 phone support
ThinManager support
Perpetual software with maintenance and subscription
For general support questions, please contact the Rockwell Automation support line at 1-888-382-1583. For
ThinManager® specific questions, direct dial into 678-735-7432 or submit a question for electronic support. Live
phone technical support is available 8x5, or optionally 24x7. Both phone and email support are available only on
product licensing/serial numbers that are covered by Software Maintenance. Furthermore, all ThinManager product
licensing/serial numbers within a system need to be current in order to receive the benefits of Software Maintenance.
TechConnect Support • User Guide | 10
Support calls and/or emails on systems containing product licensing/serial numbers that are not current on Software
Maintenance will be forwarded to the ThinManager Inside Sales team. A roadmap to Software Maintenance and software
version currency will be detailed and quoted to customer specification. Once a purchase order is secured, immediate
reinvestment in Software Maintenance coverage and reinstatement of the following benefits will occur:
•
•
•
•
Live phone/electronic technical support eligibility
Delivery of all new versions missed while uncovered by Software Maintenance
Exclusive discount eligibility on training/legacy upgrades
Trade-in credit eligibility toward V-FLEX licensing
Support Upgrades Available Options
•
24x7 Phone Support
Toolkits
Toolkits are term based, internal development software licenses which bundle software product activation,
technical support and other deliverables provided to commercial program participants for internal development use.
All program participants must qualify, be sponsored, and approved into the appropriate program before they can
purchase a Toolkit. All participants globally must qualify and renew on an annual basis. If a customer has a Toolkit,
they must have a TechConnect contract for any runtime (production) support or have sold a TechConnect contract
to their end user.
Customers receive Rockwell Automation software and technical support for the software that is issued within the
toolkit. We offer toolkits to participants in our OEM, System Integrator, Consultant, Educational, and Corporate
Engineering Programs. Toolkit Support does not include Legacy Support or Process Safety Support. Participants
may purchase a TechConnect Legacy Support and/or Process Safety Support contract through your local
Rockwell Automation sales office/Rockwell Automation Distributor. For more information on Toolkits, see the
information referencing Toolkits within our Knowledgebase.
ESAFE®
Customers receive technical support for condition monitoring equipment. ESAFE is its own technical support
program and is not part of TechConnect Support. The guidelines that are outlined in this program guide do not
apply to ESAFE.
Learning+ Subscriptions
Rockwell Automation offers optional innovative Learning+ subscriptions as a part of a TechConnect
Support agreement.
•
•
•
•
Engaging Interactive Learning: Each learning module contains activities, software simulations and
demonstration videos to help reinforce learning concepts.
Earn Credits for Courses: Each lesson has knowledge assessment, requiring 80% to pass. Upon successful
completion of the course, a learner will be awarded CEUs.
Easy to Access: Available on any tablet or PC using Chrome, Safari, IE, Edge or Firefox. All content is narrated,
and has a viewable transcript.
Access to scheduled virtual instructor-led training sessions: Sessions include lecture overview of lessons, access
to digital course materials, office hours interaction with instructors and virtually demonstrated lab experiences.
TechConnect Support • User Guide | 11
Active TechConnect Customers
FastPass
Single User
Group User
Multi-User
90-day access to a single
course for a single user
Catalog Number: LP-3TC
365-day access to all
Learning+ content
for a single user
Catalog Number: LP-SU
365-day access to all
Learning+ content with
minimum user count of 10
Supervisor Dashboard
included
Catalog Number: LP-GU
365-day access to all
Learning+ content with
minimum user count of 50
Supervisor Dashboard
included
Catalog Number: LP-MU
TechConnect upgrade options
Updates to existing TechConnect Support Agreement and/or upgrades must be custom and quoted by
Rockwell Automation. You have the following upgrade options:
•
•
Coverage Level: Product, System, and Application Support agreements can be upgraded to 24x7x365
coverage (e.g., 8:00 a.m. – 5:00 p.m. to 24x7x365), which provides the option to call at any time, including
weekends and holidays.
Support Level: Customers may upgrade support levels (e.g., Product Support to System Support) during the
term of an existing agreement.
Product family coverage
After a TechConnect Support 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 document.
To provide support on older technology, we do offer Legacy TechConnect. This is a separate product family with
slightly different support options. Products that are listed within the Legacy TechConnect family are supported from
8:00 a.m. - 5:00 p.m. local time only. These products are also 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 TechConnect. Check the product family listing in the link above for a complete list of products in each
product family.
Support deliverables
When a TechConnect order is processed, we automatically ship the latest software update for current, active
products (if it wasn’t received or downloaded already by the customer). One software update is sent per product, per
registered user. Software updates are immediately available for download, and technical support is also immediately
available (upon completion of the site contract). Program authorization number (provided on support agreement
sent with Welcome Kit) is recommended for efficient service delivery. Deliverables will be emailed and available via
Knowledgebase. For additional copies, customers can download the deliverables from the Online Support Center.
Each new, renewed or upgraded TechConnect contract will receive the following items:
•
•
•
Support Agreement: Contract-specific information such as support authorization number, expiration date,
product family coverage and a list of registered software under support to help customers manage their licenses.
User Guide: Step-by-step instructions for accessing support via telephone or web. Each program entitlement
is fully detailed to help you obtain the maximum benefit.
Wallet Cards and Equipment Stickers: Contract information (support numbers and websites) at your fingertips.
TechConnect Support • User Guide | 12
Important: 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 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.
Product and System Support customers (formerly referred to as DirectConnectSM and PriorityConnectSM customers)
and ESAFE Gold and Silver customers can also receive software updates on disk for all registered products under
contract. To request update disks or change registration information, contact Rockwell Automation Contract
Services at 440.646.7505. Based on usage, we may choose to limit the number of disks.
Hardware calibration
and repair*
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 regularly to confirm that your data trends are accurate.
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 chargers. We will notify you of any anomalies 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 [email protected] 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 Allen-Bradley® distributor
or Rockwell Automation sales representative for current rates and scheduling.
Equipment repair
Equipment that is 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, which is 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
To obtain an RMA, the End User needs to contact their local Rockwell Distributor and reference their ESAFE Contract
Number. The Distributor will provide an RMA to send their unit in for calibration and/or repair.
For assistance on finding a Distributor, call 1-888-382-1583 option 1 and option 3 for Customer Care.
* ESAFE support only
TechConnect Support • User Guide | 13
Glossary of terms
Augmented Reality (AR): Providing the ability to superimpose computer generated images on a user’s view of the real
world, providing a composite view.
Case handling: Rockwell Automation handles cases that require further investigation as a priority with
automatic escalation procedures, and call 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+ Subscription: Innovative education and training to close the skills gap. These are on-demand, flexible
employee training courses. Content available includes e-learning courses and scheduled virtual instructor led courses.
ESAFE: Product support for your condition-based maintenance solutions.
Genius webinar: Genius Webinars are monthly hour-long technical presentations that provide tips, best practices
and demonstrations for our products and solutions for TechConnect customers. Topics for these webinars include:
frequently asked questions to our tech support teams, most viewed Knowledgebase article topics, industry trends
and more! View or download all past recordings of on-demand on Knowledgebase.
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 onetime 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 PartnerNetwork Program, visit rockwellautomation.com/
partners to learn more about partnering with Rockwell Automation.
TechConnect Support • User Guide | 14
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.
Vuforia Libraries: PTC Vuforia is a comprehensive, scalable enterprise AR platform that helps address workforce
challenges.
Welcome kit: Essential support agreement information, support authorization number, local support telephone
number, and user guide.telephone number, and user guide.
Useful links
Rockwell Automation website
Knowledgebase and online support center
TechConnect product family guide
North America TechConnect direct dial guide
Software registration transfer
Remote support programs
MyRockwell software portal
Software maintenance and support program guide
Rockwell Automation E-Learning training
TechConnect Support • User Guide | 15
®
Allen-Bradley, CompactLogix, ESAFE, expanding human possibility, 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-UM001D-EN-P - April 2021 | Supersedes Publication GMSC-UM001C-EN-P - February 2021
Copyright © 2021 Rockwell Automation, Inc. All Rights Reserved. Printed in USA.
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