Rockwell Automation Integrated Service Agreement User Manual
Rockwell Automation Integrated Service Agreement is designed to help you maximize the value of your Rockwell Automation investments across your facility. It offers three service tiers – Essential, Enhanced, and Premier – each offering different levels of support and service. You can choose the tier that best meets your current needs, and upgrade as your requirements change.
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Integrated Service Agreement • User Guide
Integrated Service Agreement
User Guide
Release 2.0
Integrated Service Agreement
User Guide
Release 2.0
Integrated Service Agreement • User Guide
Table of contents
1. Introduction
1.1. About Integrated Service Agreements
1.2. Why choose Rockwell Automation Integrated Services?
2. 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
3. Support Defined
3.1. 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
3.2. Repair+ Services
3.2.1 Repair Product Coverage
3.2.2 Repair Process
3.2.3 Repair Warranty
3.3. Field Services
3.3.1 Field Services Coverage
3.3.2 Field Services Process
3.3.3 Field Service Activities
3.4. 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
Table of contents
1. Introduction
1.1. About Integrated Service Agreements
1.2. Why choose Rockwell Automation Integrated Services?
2. 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
3. Support Defined
3.1. 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
3.2. Repair+ Services
3.2.1 Repair Product Coverage
3.2.2 Repair Process
3.2.3 Repair Warranty
3.3. Field Services
3.3.1 Field Services Coverage
3.3.2 Field Services Process
3.3.3 Field Service Activities
3.4. 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. Reports & Analytics
3.5.1 My Services
3.5.2 My Equipment
3.5.3 My Repairs
3.6. 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
3.7. Scheduled Maintenance
3.7.1 Scheduled Maintenance and Corrective Services
4. Support Upgrade Available Options Defined
4.1. Learning+ Training Subscription
4.2. Inventory+ Services
5. How to Upgrade to Optional Services
6. Product Family Coverage
7. How to Set Up Your Online Support Center and myRockwellAutomation Account
8. 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
9. How to Use the Live View Support™ Tool
10. How to Use Your Repair Services
11. How to Access Your Reports & Analytics
12. How to Use Your Field Services for Scheduled or Emergency Onsite
13. How to Leverage Emergency Services Support for Premier Tier Agreements
14. How to Access Your Installed Base Evaluation, My Equipment and Asset Optimization
15. How to Access Your Contract Management Information
16. How to Use Your Scheduled Maintenance
17. How to Use Your Learning+ Training Subscription
18. How to Use Your Inventory+ Services
19. How to Access Software, Firmware and Other Updates
20. Other Support Agreements (TechConnect SM Support, Toolkits, etc.)
21. Glossary of Terms
22. Useful Links
3.5. Reports & Analytics
3.5.1 My Services
3.5.2 My Equipment
3.5.3 My Repairs
3.6. 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
3.7. Scheduled Maintenance
3.7.1 Scheduled Maintenance and Corrective Services
4. Support Upgrade Available Options Defined
4.1. Learning+ Training Subscription
4.2. Inventory+ Services
5. How to Upgrade to Optional Services
6. Product Family Coverage
7. How to Set Up Your Online Support Center and myRockwellAutomation Account
8. 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
9. How to Use the Live View Support™ Tool
10. How to Use Your Repair Services
11. How to Access Your Reports & Analytics
12. How to Use Your Field Services for Scheduled or Emergency Onsite
13. How to Leverage Emergency Services Support for Premier Tier Agreements
14. How to Access Your Installed Base Evaluation, My Equipment and Asset Optimization
15. How to Access Your Contract Management Information
16. How to Use Your Scheduled Maintenance
17. How to Use Your Learning+ Training Subscription
18. How to Use Your Inventory+ Services
19. How to Access Software, Firmware and Other Updates
20. Other Support Agreements (TechConnect SM Support, Toolkits, etc.)
21. Glossary of Terms
22. Useful Links
Integrated Service Agreement • User Guide | 4
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
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
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Key Features
- Remote Technical Support
- Repair+ Services
- Field Services
- Installed Base Evaluation
- Contract Management
- Scheduled Maintenance
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Frequently Answers and Questions
What are the different tiers of Rockwell Automation Integrated Service Agreement?
There are three service tiers: Essential, Enhanced, and Premier, each offering different levels of support and features. Essential offers foundational services, Enhanced offers a full set of services, and Premier offers data insights and proactive management.
What is included in the Enhanced tier of the Rockwell Automation Integrated Service Agreement?
The Enhanced tier includes 24X7 remote technical support, Repair+ Services, Field Services, Installed Base Evaluation, and Reports & Analytics. It also provides optional access to Learning+ Training Subscription and Inventory+ Services.
What are the benefits of Premier tier of Integrated Service Agreement?
The Premier tier goes beyond the Enhanced tier by providing comprehensive coverage, proactive engagement, and priority service. This includes Inventory+ Services, Contract Management, Scheduled Maintenance, and optional access to Learning+ Training Subscription.
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