TechConnect Support
With TechConnectSM Support, your site has unlimited, real-time access to Rockwell Automation's global network of SCP certified Customer Support Centers and technical resources. Whether you need help installing, configuring and maintaining equipment and software, obtaining software updates, diagnosing and fixing operating problems, or performing basic programming tasks, we deliver the tools and answers you need to get and keep your operation up and running. Benefits include:
 | Simplify technical support management: one agreement per site or enterprise (multiple sites), coverage based on product families (not individual products), easily change coverage during agreement term. |
| Reduce downtime, improve productivity, and reduce time to market by obtaining the technical information you need when you need it. |
·· Features & Services Level
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Features¹ |
Service Levels |
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PriorityConnect |
DirectConnect |
eConnect |
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Real-time Phone
Support |
Unlimited cases; routed to senior, systems support specialists |
Unlimited cases; routed to first available support specialists |
No |
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Screen Sharing for Expedited Issue Resolution (NEW) |
Yes |
Yes |
No |
|
Support for Discrete and Process Systems (NEW) |
Yes |
No |
No |
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Priority Case Handling |
Yes |
No |
No |
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Proactive Case Resolution and Follow Up |
Yes |
No |
No |
|
Case Management Web Site |
Yes |
No |
No |
|
Knowledgebase On-Line Support Requests³ |
Yes |
Yes |
Yes |
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Access to Restricted Knowledgebase Content |
Yes |
Yes |
Yes |
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Software and Logix Firmware Updates |
Disc and web download |
Disc and web download |
Web only |
|
Technical Reference Library DVD |
Yes |
Yes |
Yes |
|
24x7x365 Phone Support Upgrade |
Yes |
Yes |
No |
¹ TechConnect
features may vary by region.
² Phone Support is not available on following Rockwell Automation recognized
holidays:
• North America: New Year's Eve, New Year's Day, Memorial Day, July 4th,
Labor Day, Thanksgiving Day (and day after), Christmas Eve, Christmas Day
³ To use this feature you must enter your TechConnect or ESAFE contract
authorization in your Knowledgebase user account profile
Product Family Coverage
Standard Products
Support is provided for all products listed within a product family. (e.g., Automation Control Products)
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Automation ControlProgrammable Controllers — ControlLogix, FlexLogix, CompactLogix, PLC-5, Automax PLC, SLC 500, MicroLogix, SoftLogix5800, SmartGuard 600, GuardPLC Operator Interface — PanelView, PanelView Plus, PanelBuilder, FactoryTalk View ME (formerly RSView ME), Portable HMI, RediPanel, InView, Dataliner, DTAM, Industrial Computers Distributed I/O — Flex I/O, POINT I/O, Block I/O, Expansion I/O, Remote I/O Networks — DeviceNet, ControlNet, EtherNet/IP, DH+, DH-485, RSLinx Lite, RSNetworx Related Software — RSLogix, RSGuardian, RSLadder, RSEmulate, RSMACC Server, Change Management & Network Health Condition Monitoring— XM Modules, Auto Asset Management & Online Condition Monitoring
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DrivesPowerFlex Series (excluding 7000), 1395, 1397, 1365, 1336E, 1336T, 1336R, 2364E NRU, 2364F RGU, 2362F, 2362H, 2362L, 2362M, 2362N, 2362Q 700 Common Bus, 2362S 700S Common Bus, 1336Plus, 1336PlusII, DC2, DC3, FlexPak 3000, FlexPak Plus, GV3000, GV3000/SE, GV6000, LiquiFlo, LiquiFlo 1.0, LiquiFlo 1.5, LiquiFlo 2.0, MD60, MD65, MinPak Plus, SP500, SP600
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Industrial Motion ControlRack-based Motion Products — SLC (1746-HSRV, 1746-HSTP), ControlLogix (1756-M02AE, M08SE, M16SE, M03SE, M02AE, M02AS, HYD02, 1758M04SE) Servo drives — Kinetix 2000, Kinetix 6000, Kinetix 7000, Ultra100, Ultra200, Ultra3000, Ultra5000, Ultra1500, 1394 Programming software — SoftLogix5800, GML Commander, UltraWARE, UltraMaster |
Advanced Software
Support is provided for each software package you select within a family (e.g., FactoryTalk View)
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HMI/CommunicationRSView32 Works and Runtimes, FactoryTalk View (HMI / Communication Software), RSLinx (Professional, OEM, Gateway), RSTrend, FactoryTalk Gateway
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InformationFactoryTalk Transaction Manager (formerly RSSql), FactoryTalk Historian (formerly RSBizWare Historian), FactoryTalk Scheduler (formerly RSScheduler), FactoryTalk PlanMetrics (formerly RSBizWare PlantMetrics), FactoryTalk AssetCentre, FactoryTalk Portal, FactoryTalk Integrator
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ApplicationRSWire, RSData, RSLogix Frameworks, Automation Desktop, RSJunction Box, RSTune, IntelliCenter, RSLinx C SDK, RSTrainer
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ProcessProcessPak, FactoryTalk Batch (formerly RSBizWare Batch), eProcedure, MaterialTrack, FOUNDATION Fieldbus (1757, 1788) |
Legacy Products — NEW
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HardwareCNC products and programming software including — 7100, 7300, 8200, 8400, 8600, Bandit, and all 9 Series controllers, Machine Pro., Fast Track Controllers — SLC 100/150, PLC (1774/1778, 2, 3, 4, 5/250), Automate 15/30/40 and Pyramid Integrator, all DOS-based programming software (such as AI Series, 6200, APS, MPS, PBase, PCD), Programming Terminals (1770T1, T2, T3, T4; 1784T45, T47, T50) Motion Products — PLC (IMC 120, 121, 123), 1771QA, 1771QC, SLC (IMC 110), ODS software for Allen-Bradley Servo drives and motors (1386, 1388, 1391, 1392, 1327, 1326A, 1326AD, 1326DP, 1326DS, 8720), Electro-Craft brand products (IQ 2000, IQ 5000, IQMaster software, Bru 200, Bru 500, BSA, Pro, Max430, Max 100), Ultra Plus and GML Ultra software Allen-Bradley Drives — 161, 1302, 1313, 1318, 1330, 1331, 1332, 1333, 1334, 1335, 1340, 1350, 1351, 1352, 1361, 1362, 1371, 1372, 1373, 1374, 1375, 1376, 1379, 1381, 1396, 1615, 133T Series A, 1370AR/NR 1370B, 161S, 3400 Reliance Electric™ Standard Drives — DC (old line), FlexPak AC, GP1000, GP1200, GP1500, GP2000, SP100, SP120, SP200, VSM500, VVI, VVI, Webpack 3000 Reliance System Drives — AutoMate, AutoMax Generic, AutoMax Field Regulator, AutoMax RRC Support, AutoMax 4 Card Set, DCS5000, SA500, SA3000, SA3100, SB3000, SD3000, SF3000, S3C
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SoftwareDH + Driver, DH485 Driver, Wintelligent Series, ProcessLogix, ControlView, Interchange, Proset, RSCompanion |
NOTE: Additional products may also be eligible for coverage.