Rockwell Automation reconfigured its TechConnect remote support solution to provide customers with improved troubleshooting, easier programming and product configuration, and a more seamless support experience for improved plantwide optimization. The offering is available at four different levels: Self-Assist Support, Product Support, System Support and Application Support. Users also can now add a la carte options to their standard support level, allowing for customization.
Our support offerings are designed to provide customers with peace of mind, no matter where they re located or what their application entails, explained Jon Furniss, global product manager, Rockwell Automation. To meet the evolving needs of our customers, we streamlined our remote support offerings and added several new capabilities. TechConnect subscribers can now receive support via email, online chat and interactive user forums. A forthcoming smartphone solution will allow access to support offerings and chat via the mobile Web.
The four updated support contract options replace the eConnect, DirectConnect, PriorityConnect and InSite offerings. However, users with existing contracts will not experience any disruption in service. Customers will continue to access Rockwell Automation technical support engineers at multiple regional support centers worldwide, who are available 24/7 to provide support in more than 20 local languages.
For experienced customers with a deep understanding of Rockwell Automation products who prefer to address their own support needs, the Self-Assist Support contract offers downloadable software updates and access to the Rockwell Automation Knowledgebase, the online database containing thousands of technical solutions developed by Rockwell Automation technical support engineers. Self-Assist Support users also can address service questions via email through the Knowledgebase platform.
Our support offerings are designed to provide customers with peace of mind, no matter where they re located or what their application entails, explained Jon Furniss, global product manager, Rockwell Automation. To meet the evolving needs of our customers, we streamlined our remote support offerings and added several new capabilities. TechConnect subscribers can now receive support via email, online chat and interactive user forums. A forthcoming smartphone solution will allow access to support offerings and chat via the mobile Web.
The four updated support contract options replace the eConnect, DirectConnect, PriorityConnect and InSite offerings. However, users with existing contracts will not experience any disruption in service. Customers will continue to access Rockwell Automation technical support engineers at multiple regional support centers worldwide, who are available 24/7 to provide support in more than 20 local languages.
For experienced customers with a deep understanding of Rockwell Automation products who prefer to address their own support needs, the Self-Assist Support contract offers downloadable software updates and access to the Rockwell Automation Knowledgebase, the online database containing thousands of technical solutions developed by Rockwell Automation technical support engineers. Self-Assist Support users also can address service questions via email through the Knowledgebase platform.
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