Rockwell Automation unveils three-tiered customer support program

Mayfield Heights, OH — Rockwell Automation has introduced TechConnect, a support program designed to give Allen-Bradley and Rockwell Software customers real-time access to technical phone support, online resources, and software updates.


Mayfield Heights, OH - Rockwell Automation has introduced TechConnect, a support program designed to give Allen-Bradley and Rockwell Software customers real-time access to technical phone support, online resources, and software updates. The three-tiered TechConnect program allows customers to select the level of service (PriorityConnect, DirectConnect, or eConnect) that is most appropriate for their application and business requirements.

''These new packaged programs deliver more value-add through self-assist tools, integrated site-level support and proactive service features,'' said Amy Miller, Global Manufacturing Solutions, TechConnect product manager. ''Customers have decreased operational costs by leveraging our industrial automation experience and expertise to maximize design, production and maintenance efficiency, and reduce unplanned downtime. Our support specialists are available 24-7-365 to help customers diagnose and troubleshoot problems quickly, integrate and configure products more efficiently, and get answers to product questions conveniently.''

The program offers customers a choice of three service packages:

  • PriorityConnect program includes all DirectConnect features and introduces services such as priority case handling, case resolution follow-up, online case management tools and an option for dial-in diagnostic support.

  • DirectConnect offers all eConnect features plus real-time phone support, seamless field service dispatch, subscription to Support Connection magazine and an option for proactive shipment of software updates.

  • eConnect provides online resources and a collection of technical reference CDs for companies that have non-critical support issues, few planned process improvements or significant internal troubleshooting capabilities across all shifts. eConnect customers can submit electronic support requests to Rockwell Automation support specialists (one business day response) and download software updates from the web.

The program is reinforced by Rockwell Automation's achieving of Support Center Practices (SCP) Certification. Developed by 35 leading technology companies, SCP Certification provides service quality benchmark for support centers and help desks and is awarded annually based on rigid performance requirements. To maintain SCP Certification, a company must continue to demonstrate its commitment to excellence and high performance standards.

Control Engineering Daily News Desk
Gary A. Mintchell, senior editor

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