Rockwell Automation Remote Support Services

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440-646-3434 Option 3 for Tech Support, Option 1 for Direct Dial. Option 1 to enter code

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Activation
Software activations, Copy protection

Controllers

ControlLogix, FlexLogix, RSLogix 5000, Safety Processor, Communications, Associated I/O and Instruction Set CompactLogix, RSLogix 5000, Communications, Associated I/O and Instruction Set PLC-2, 3, & 5, and 5/250 Processor, Communications & Associated Programming Software, I/O & Instruction Set SLC 500, MicroLogix Processor, Communications & Associated Programming Software, I/O & Instruction Set Pico Controller, Associated Software and Instruction Set. Softlogix 5 & 5800, RSLogix 5000 Emulate, Communications, Programming Software, I/O and Instruction Set Automax, Automate, Shark Power Monitor, RSPower RSTestStand Process - Foundation Fieldbus

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Visualization
FactoryTalk View SE, RSView SE RSView 32 FactoryTalk View ME, RSView ME, PanelView Plus and PanelView Plus CE PanelView Classic, Standard, Enhanced Terminals and PanelBuilder Software PanelView Component Message Displays Industrial Computers and Monitors

NetLinx

DeviceNet, ControlNet, Ethernet Associated RSNetworx Software RSLinx Classic, RSLinx Enterprise and Factory Talk Gateway Communications Cards, 1784-PCMK, PCD, PCC, PKTX, KT, KTX Rockwell Automation Network Switches (Managed and Unmanaged) Remote Access Dial-in Modems

Motion

ControlLogix Motion, Interface Cards and Associated Software. Kinetix and Ultra Servo Drives and Motors and Associated Software (includes Ultra 3000, 100, 200) Ultra Servo Drives with DeviceNet Ultra 5000 1394, S-Class, GML Commander CNC Motion 7100, 7300, 8200, 8400, 8600, Bandit, 9 Ser./PC9 Elecrocraft Servo Drives and Motors IMC Motion(121, 123, 110, ODS Software), HSRV, HSTP AB Legacy Servo Drives (1387, 1388, 1391, 1392), PDM Ultra Plus, IQ2000 / 5000 with GML Ultra and IQ Master Software Anorad Linear Motors

Drives and Motors

PowerFlex 70/700 - PF70, PF70EC, PF700VC PowerFlex 4/40 - PF4, PF4M, PF40, PF40P, PF400 PowerFlex 755 Comm Networks - Drives with any communication module except the Cnet or any PF700S drive AC Legacy -1302, 1329I, 1330, 1331, 1332, 1333, 1334, 1335, 1336(Classic), 1340, 1341, 1350, 1351, 1352, 161, 3400 AC Vector - 1336T (Force), 1336E (Impact) Plus/Plus II - 1336S (Plus), 1336F (Plus II) 160/1305 700S ControlNet - Drives with Cnet except the 700S Application - Presales calls DC Drives - 1395, 1397 and PFDC Reliance Medium Voltage Motor Products

Data Management Software

FactoryTalk AssetCenter, RSMacc, RSBizware (Historian Classic, PlantMetrics, Scheduler) FactoryTalk Historian SE FactoryTalk Transaction Manager, RSSQL FactoryTalk Batch, RSBatch, eProcedure, Material Track, Campaign Manager FactoryTalk Production Centre PMX FactoryTalk VantagePoint Pavilion
Integrated Condition Monitoring (Entek)
XM, Enpac, Datapak Enwatch, Emonitor,Enshare, RSMACC Enterprise Online, 6600, Sensors
Industrial Control Components
NEMA and IEC Motor Control Products (Contactors, Safety Contactors, Overload Relays, Starters, Pushbuttons, Terminal Blocks, Disconnect Switches, Transformers, Circuit Breakers, Control Relays and Timers) Condition Sensing Switches (Pressure, Temperature, Float, Rotating Cam, and Speed Sensing) Signaling Devices Distributed Starters (Armorstart) Solid-State Soft Starters (SMC's) Electronic Motor Protection (E1 Plus and E3 Overload relays, 825-M and 825-P Motor Management Systems Power Supplies Temperature Controllers (Bul. 900TC) Machine Alert Products (Bul. 809, 810, 813, 817, 819, 1409, and 1410) Sensors and Connection Systems Safety RFID / Multisight

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Centerline Motor Control Centers
Centerline Motor Control Centers Sales Support Centerline Motor Control Centers Hardware Post-Sales Technical Support Centerline Motor Control Centers Configuration Software (CIRCE or CenterOne) Centerline Motor Control Centers DeviceNet or IntelliCENTER Software Support
Last Updated June 4, 2010

TechConnect Support
Real-time Phone and Electronic Support for Your Automation Equipment and Systems
The TechConnect Advantage
FLEXIBILITY - Choose the Level of Support that Best Fits Your Needs Choose one of three service levels to best supplement your internal technical resources, and provide the support you need, when you need it SIMPLICITY - Manage and Receive Support Under One Program Product coverage based on nine families Annual, site-based renewal process Easy to orderjust call your Rockwell Automation sales office or authorized distributor Efficiency - Meet Project, Production and Business Goals Reduce unplanned downtime through improved access to troubleshooting resources Improve productivity through better utilization of technical resources and operation of automation equipment Meet regulatory compliance through proper implementation of automation technologies according to industry guidelines and agency requirements Decrease time to market through faster integration of new equipment and systems Meet design, delivery, installation/startup, and other project requirements by leveraging Rockwell Automation technical resources throughout the project cycle SECURITY - Obtain Peace of Mind Whether you are an end user, OEM, or systems integrator TechConnect can provide comprehensive technical resources to help you realize the maximum benefit from automation technologies
Think about how much your business depends on industrial automation equipment. Its your lifelinethe crucial link between people and machines between production schedules and profitability. Industrial automation equipment is vital to your companys operations and success. With TechConnect Support, your site has unlimited access to the Rockwell Automation global network of award winning 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

TechConnect provides many benefits including: Reduce administrative time managing support coverage Reduce downtime duration through improved availability of technical resources and troubleshooting specialists Improve productivity through better utilization of maintenance personnel and automation equipment Decrease time to market through faster integration of new equipment and systems For more information about the advantages of TechConnect Support see sidebar.

Service Levels1

Companies have different support needs depending on the number of shifts they run, the staffing on those shifts, and the type of manufacturing process. Thats why TechConnect Support is scalable to meet your specific requirements. Simply choose the service level thats right for your company.
PriorityConnectSM Systems Support
PriorityConnect Systems Support provides an integrated group within our call center to provide support for your Rockwell Automation control systems. Your call will be routed to a select group of Senior Systems Engineers, experienced in supporting your Rockwell Automation systems. This group will own your case from the initial call to the final resolution of your issue. Unlimited Priority-Access Phone Support (8am5pm in your time zone, M-F) Support of your Rockwell Automation Discrete or Process Systems Screen-Sharing Capability to Troubleshoot, Diagnose and Resolve Issues Priority Case Handling by Senior Support Staff Proactive Case Resolution Follow-up Interactive Case Management Web Site Access to Knowledgebase Documents and Features Only Available With a TechConnect Contract2 Unlimited On-Line Support Requests via the Knowledgebase2 Software and Logix Flash Firmware Updates (web downloadable and on disc) Technical Reference Library DVD3 24x7x365 Phone Support (optional upgrade)

DirectConnectSM

DirectConnect is the ideal solution for companies that need to supplement internal technical resources with real-time phone support (unlimited number of cases) from product specialists at Rockwell Automation. Unlimited Direct-Access Phone Support (8am 5pm in your time zone, MF) Screen-Sharing Capability to Troubleshoot, Diagnose and Resolve Issues Access to Knowledgebase Documents and Features Only Available With a TechConnect Contract2 Unlimited On-Line Support Requests via the Knowledgebase2 Software and Logix Flash Firmware Updates (web downloadable and on disc) Technical Reference Library DVD3 24x7x365 Phone Support (optional upgrade)

eConnectSM

Our eConnect program provides on-line resources for companies that have non-critical support issues, few planned process improvements, or significant internal troubleshooting capabilities across all shifts. eConnect includes unlimited on-line access to Rockwell Automation support specialists and software updates downloadable via the web. Access to Knowledgebase Documents and Features Only Available With a TechConnect Contract2 Unlimited On-Line Support Requests via the Knowledgebase2 Software and Logix Flash Firmware Updates (web downloadable and on disc) Technical Reference Library DVD3
Enterprise TechConnect Agreement
With Enterprise TechConnect, you can easily provide and manage technical support across multiple sites anywhere in the world.
Service level features may vary by country Input your TechConnect Authorization Number into your Knowledgebase profile for access. Or search in the Knowledgebase for article How Do I Associate My Knowledgebase Account with My TechConnect Contract? 3 To receive the DVD, fax your Support Agreement page from your TechConnect Welcome Kit to the fax number provided.

How to Order

To order TechConnect Support for your sites, simply follow these steps. For additional ordering information and pricing, contact your local Rockwell Automation sales office or authorized Allen-Bradley distributor. Upon receipt of your order, you will be sent a welcome kit with complete details on your support coverage, information on accessing and using Rockwell Automation Customer Support, your authorization number and wallet cards to quickly locate important Customer Support phone numbers and Web sites.
Select Product Family Coverage
TechConnect Support Programs are available for the Rockwell Automation product families shown on the next page. Simply select the standard products, advanced software and specialty products you would like support. To simplify the management of your support agreements, all product families are bundled into one contract, per site or per enterprise (multiple sites).

Choose a Service Level:

PriorityConnect (8am5pm or 24x7x365) DirectConnect (8am5pm or 24x7x365) eConnect NOTE: You may choose different service levels for different product families.

THREE:

Choose your duration of coverage (1 or 3 years).
Contact your local Rockwell Automation sales office or authorized Allen-Bradley distributor.
Find your local Rockwell Automation distributor by visiting: http://www.rockwellautomation.com/ distributor/
TechConnect Supports the Following Product Families
STANDARD PRODUCTS Support is provided for all products listed within a product family (e.g., Automation Control Products)

AUTOMATION CONTROL

Programmable 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

DRIVES

PowerFlex 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
INDUSTRIAL MOTION CONTROL
Rack-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)
HMI/Communication RSView32 Works and Runtimes, FactoryTalk View (HMI / Communication Software), RSLinx (Professional, OEM, Gateway), RSTrend, FactoryTalk Gateway Information FactoryTalk Transaction Manager (formerly RSSql), FactoryTalk Historian (formerly RSBizWare Historian), FactoryTalk Scheduler (formerly RSScheduler) , FactoryTalk PlantMetrics
(formerly RSBizWare PlantMetrics), FactoryTalk AssetCentre, FactoryTalk Portal, FactoryTalk Integrator
Application RSWire, RSData, RSLogix Frameworks, Automation Desktop, RSJunction Box, RSTune, IntelliCenter, RSLinx C SDK, RSTrainer Process ProcessPak, FactoryTalk Batch (formerly RSBizWare Batch), eProcedure, MaterialTrack, FOUNDATION Fieldbus (1757, 1788)
LEGACY SUPPORT DirectConnect, 8 am 5 pm only

SOFTWARE

DH+ Driver, DH485 Driver, Wintelligent Series, ProcessLogix, ControlView, Interchange, Proset, RSCompanion

HARDWARE

CNC 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
Note: If a Rockwell Automation product is not listed above, please contact your local Rockwell Automation distributor sales office for support options.

For More Information

For more information about Rockwell Automation TechConnect Support, contact your local Rockwell Automation sales office or authorized distributor, or go to: www.rockwellautomation.com/services/remote/ Knowledgebase To access the Rockwell Automation Knowledgebase, go to: www.rockwellautomation.com/knowledgebase/
Trademark Copy. The trademark disclaimer must contain any trademarks of Rockwell Automation Inc. that were used/discussed in the piece.
Publication GMSC10-PP021C-EN-P February 2009
Copyright 2009 Rockwell Automation, Inc. All Rights Reserved. Printed in USA.