TechConnect Support. User Guide

Transcription

1 TechConnect Support User Guide

2 Table of Contents Welcome. 1 Statement of Software Support...2 Telephone Support... 3 Maximize the Value of Your Call... 3 Make Calls... 4 Online Support... 5 Introducing the Rockwell Automation Support Center... 5 Create an Account... 5 Use the Support Center... 6 Search Knowledgebase... 7 Explore Forums.. 8 Submit Questions Chat Live Organize Your Stuff Software, Firmware and Other Updates For More Information..13 Technical Reference Library Upgrade Options TechConnect Service Levels x7x365 Telephone Support ESAFE Service Levels Supported Products TechConnect ESAFE Hardware Calibration and Repair ESAFE SUPPORT ONLY Equipment Calibration Accessory Testing and Replacement Equipment Repair Requesting Calibration Obtain an RMA... 20

3 Rockwell Automation Services & Support 1201 South Second Street Milwaukee, WI Tel Fax Dear Valued Customer: Congratulations on your purchase of a Rockwell Automation TechConnect Support Agreement. We are committed to providing you with immediate access to the tools and resources you need to troubleshoot problems and implement performance improvement changes related to your automation equipment. We have designed this guide to help you obtain efficient service and maximize the benefits of your TechConnect Support Agreement. Please read the following information carefully and keep a copy of this guide for future reference. In addition, we encourage you to: register on our Support Center for proactive notification of product updates and technical notes: complete the following chart for easy reference to expedite service delivery TechConnect Support Contract Authorization Number Support Telephone Number If you have any questions about TechConnect Support, please contact your local distributor or Rockwell Automation Customer Support Contract Services at Thank you again for purchasing TechConnect Support. We look forward to helping you optimize the performance of your automation assets to meet your production and business goals. Sincerely, Rockwell Automation Services & Support

4 Statement of Technical Support Phone Support Programs Complimentary Support Rockwell Automation provides a variety of Web-based technical information and self-service support tools at These include product manuals, technical knowledgebase, MySupport and software reset codes (limited to one per registered serial number each year). Knowledgebase content includes: FAQs, tech notes, application notes, technical tips, sample code, documentation, detailed explanations of error codes and links to hotfixes/service packs. MySupport, a personalized subscription service, sends notifications when new product update(s) or tech note(s) of interest are published online. New Customer Initial Support. New customers of Rockwell Automation, or existing customers buying a product for the first time in a new product family, as defined by the support program, are eligible for the System Support (8a-5p) level of support (TechConnect); or Bronze Level Support (E-Safe) at no charge for a period of one year. Contact your local distributor or Rockwell Automation sales office to validate eligibility. Rockwell Automation offers the following phone support programs: TechConnect Support Emergency Reinstatement Software Support E-Safe Support Phone Support Program Standard Features: Technical Phone Support. Real-time assistance for installing, configuring, troubleshooting and diagnosing problems; basic programming instruction and best-practice recommendations. Standard phone support hours are 8:00 am to 5:00 pm Monday-Friday (local time)* for TechConnect, and 8:00 am to 7:00 pm EST Monday-Friday* for E-Safe. Extended coverage (24x7x365) is available for an additional charge. Online Support Requests. Rockwell Automation support specialists answer technical questions submitted online at supportrequests/. Product Updates/Replacement Media. Product enhancements or updates and service packs are available for download 24x7x365. Media is available for shipping upon request (limited to one media set per serial number). Product upgrades are sold separately. For additional information on the specific features of our phone support programs, visit Effective Support Dates The contract term for a phone support program is typically one year, but the length may vary by program type or specially negotiated terms. Support programs are upgradeable and renewable. In the event that a support program is not renewed prior to program expiration, prices may be subject to reinstatement fees. Support programs are available for sale from your local authorized distributor or local Rockwell Automation sales office. Conditions Products Covered. TechConnect Support programs are available for most Rockwell Software products, selected Reliance Electric Drive Control products, and Allen-Bradley Automation Control, Industrial Motion Control, and Drives Control products, as defined by product families selected or unless otherwise specified in the program. E-Safe Support is available for ICM Hardware (excluding XM Modules), ICM Software (Emonitor-Factory, Workstation, or Enterprise and Odyssey- Basic, Classic, or Deluxe), and En-Watch. Emergency Reinstatement Software Support is available for RSLogix 5/500/5000, RSView, PanelBuilder, RSLinx, and RSNetworx packages. TechConnect Support programs are available for Rockwell Software, Reliance Electric, Allen-Bradley, and selected third-party products. Site Coordinator. A customer site coordinator must be identified to manage support program(s). This person will receive shipment of all information and product related to the program and is responsible for managing and maintaining the support program. Terms of Support. At the end of any support program term, Rockwell Automation may withdraw support as defined in the agreement or delete any obsolete or discontinued products at any time at the end of any support term. Support does not extend to the following products: Product that has been modified or altered. Product that has been used on computer equipment other than equipment specified as being supported in Rockwell Automation published product descriptions. Product that, in the judgment of Rockwell Automation, has failed due to improper installation, operation, alteration, modification or misuse. Product which has not been updated with the most recent correction, modification or enhancement made available by Rockwell Automation. Product that, in the judgment of Rockwell Automation, is being used in violation of the license agreement. Cancellation Policy: Cancellation of a support service is subject to a 25% charge, together with reimbursement for direct costs. Support services cannot be canceled if updates cannot be returned unopened, were downloaded electronically or if the remaining term of service is less than two months. Exemptions New Purchase Warranty. The product warranty provisions for the initial purchase of hardware, firmware and/or software products are described in the applicable End-Users License Agreement and the General Terms and Conditions of Sale, Publication Rockwell s technical support programs may include complimentary support for certain product purchases if the product meets the criteria set forth above. For basic troubleshooting assistance of product failures that occur within the first 24 hours of operation, call your local distributor or New Product Satisfaction Return Onsite Support. Phone support programs do not include any onsite services unless otherwise stated. OnSite support services are available at applicable rates and terms. Technical Application Services. Phone support programs do not include technical consulting for programming applications such as code design, development or debugging. This service is available at applicable rates and terms. Taxes. Rockwell Automation is not responsible for any and all taxes and duties associated with the support provided under a support program, excluding taxes based upon net income. Applicable taxes and duties are added at time of invoicing. Terms and Conditions Services provided under any technical support programs are subject solely to the General Terms and Conditions of Sale, Publication This statement of technical support is strictly provided as a reference for Rockwell Automation customers. Support programs may vary by geographical region. * Hours may vary for some products. Phone support is not available on selected holidays. GMSC10-AP001B-EN-P - October 2010

5 Telephone Support Maximize the Value of Your Call When you call for support, we ask you for the following information which you will want to have available: TechConnect Support agreement authorization number. You can find this on your support agreement and/or wallet cards. You may also have recorded it on page 1 of this guide. If you cannot locate this number, we ask you for your name and site location. Product name(s), description and series/revision/version number System configuration and components, e.g., operating system, etc. Sequence of events prompting your call Complete error message if applicable In addition, you should communicate to the telephone support specialist who answers your call the urgency of your situation so that we can respond appropriately. Use the following as a guide: If you want to ask questions and/or need support regarding issues that have minimal or no immediate impact on your operation or business, you should categorize the urgency as MEDIUM. In normal situations, you agree that it is acceptable if your issue is not resolved on an initial call. If you want to ask questions and/or need support regarding issues that have a direct impact on your operation or business, you should categorize the urgency as HIGH. In high urgency situations, your system or process should remain operational but at less than full capability. In these situations, you require immediate or same day resolution if possible. If your system or process is down and you require an immediate response, you should communicate this status to the telephone support specialist directly and classify it as VERY HIGH. In these situations, we leverage additional technical support and engineering resources to resolve your issue quickly. We expect you to implement technical support recommendations and to be available for immediate follow-up. If this does not occur, we may downgrade the urgency of your situation. Finally, you may want to use our direct dial telephone menu to speed navigation of your call. This telephone menu routes your call directly to an appropriate product support specialist. 3

6 2 Telephone Support Make Calls Use the designated telephone support number listed on your support agreement and wallet cards and recorded on page 1 of this guide to call for technical support. You can use this number only to request support on product included in the TechConnect program. Standard telephone support hours are from 8:00AM to 5:00PM Monday through Friday in the time zone of the location lusted on your support agreement, unless you purchased the 24x7x365 upgrade option. 4

7 Online Support Introducing the Knowledgebase The Rockwell Automation Support Center is your online resource for technical information, support and assistance. Increase your productivity by finding solutions to technical questions more quickly saving both time and money. Maintained by the same engineers who provide your TechConnect Support, the Support Center houses the Knowledgebase, an online database that we update with the hardware and software solutions from actual support service tickets. For additional information about the Support Center, refer to the service profile, GMSC10-PP017_-EN-P. Create an Account To begin using your TechConnect Support contract, you need to create an account. Navigate to Use your address as your user name and anything you want as a password. Locate your authorization number in your Welcome Kit or recorded on page 1 of this guide. By including your authorization number, you gain full access to all Knowledgebase documents and features. 5

8 3 Online Support Use the Support Center You can use the Support Center to: search for information using the Search Knowledgebase feature, accessing all Knowledgebase tech notes and product user manuals explore forum discussions to find answers to common product issues or share ideas with your peers, including videos interact directly with a technical support engineer using the Submit Questions or Chat Live features download software, firmware and other updates 6

9 Search Knowledgebase To find a solution to a particular product issue: 7

10 3 Online Support Explore Forums Our forum community offers peer-to-peer support on a wide range of topics. You can search for an answer, offer a solution, or start your own forum discussion. 8

11 Submit Questions The Submit Questions feature lets you a question on a specific product to a tech support engineer. Your question is assigned a service ticket number. Our targeted response time is 24 business hours. The Submit Questions feature is only available when you have entered your TechConnect Support authorization number. If you are in a down situation and need immediate assistance, do not submit an online support request. Instead, call the telephone number listed in your site agreement and recorded on page 1 of this guide. 9

12 3 Online Support Chat Live Chat Live offers real-time support from our technical support engineers. Live chats are ideal for resolving issues wherever you have Internet access. Following a chat, you can print, or save it and reference it later using the Find My Stuff tab. 10

13 Organize Your Stuff Find My Stuff acts as your personal information library. 11

14 Software, Firmware and Other Updates If you have purchased a TechConnect support agreement, you can download software, firmware or other updates via the Web using your product serial number(s) and the name of the registered user. Consult the Software Product Listing for the registered user, also recorded on page 1 of this guide. To download software or firmware updates, hot fixes or patches, navigate to and select Download software, firmware or other updates from the left-hand navigation. To download updates, you must have Internet Explorer 5.5 or higher with 128 bit encryption/cipher strength and a highspeed connection. Average download speed is five minutes outside of peak hours, 11:00 AM to 3:00 PM ET. Some updates are available as zip files and require the WinZip application. Product and System Support customers (formerly referred to as PriorityConnect SM and DirectConnect SM customers) as well as Gold and Silver customers can also receive software updates on disc for all registered products under contract. To request update discs or change registration information, contact Rockwell Automation Contract Services at Based on usage, we may choose to limit the number of discs. 12

15 4 Software Updates For More Information Refer to the following Web sites for additional information about Rockwell Automation products and programs: StepForward Program Software Revision Chart Software Registration Transfer Remote Support Programs Get Support Now

16 Technical Reference Library Our Technical Reference Library includes a comprehensive, portable electronic library of Rockwell Automation publications and documentation to help you install, configure and operate automation technologies. The collection consists of two components: technical publications and manuals in.pdf format the Knowledgebase, a collection of technical notes, Frequently Asked Questions, sample programming code, known product anomalies and workarounds, application notes, general documentation, error codes, links to hit fixes and other support-related information Features of the library include: auto-run utility standalone or network installation options user-friendly, browser-based interface complete search capabilities, including product group/family, key word or Tech Note ID, Knowledgebase only. multiple print options hyperlinks to the Knowledgebase, manuals, tech notes and other publications automatic installation of Internet Explorer (if not already installed) copy and paste capability multiple language versions If you did not receive a Technical Reference Library with your Welcome Kit, refer to your support agreement to determine the site coordinator, the person who must submit the request. Fax the request to To purchase additional copies of the library, contact your Rockwell Automation sales representative or distributor and order catalog number 9392-TRCDRSENE, priced at $300 US. 14

17 Upgrade Options TechConnect Service Levels To upgrade your TechConnect service level, contact your Rockwell Automation sales representative or distributor. For cancellation terms, refer to the Statement of Support on page 2 of this guide. Application Support Whether you seek to improve plant operational performance, profitability or staff utilization or you simply want the fastest, most comprehensive technical assistance, our Application Support can help you meet your financial and operational objectives. Available across the globe and around the clock, Application Support can help you meet your objectives through multiple add-on options that you can combine and tailor to meet your unique system and application needs. Available addons include Documentation management, Direct remote connection, Emergency backup, Surveillance and alarming, Customized Knowledgebase, System virtualization and testing, Continuous monitoring and data archiving. System Support With system support, your calls are routed to a specialized group of technical support engineers who are trained to support your overall Rockwell Automation control system. You receive a dedicated, single point of contact who will own the ticket from start to finish and follow up to ensure your issue has been resolved. In addition, you gain access to a monthly series of Webinars to stay up-to-date on new products and offerings. 24x7x365 upgrade option extends coverage thru afterhours, weekends and holidays. Product Support Receive unlimited access to Rockwell Automation technical support engineers for real-time phone and electronic support. With deep knowledge of our hardware, software and legacy products, and remote desktop technology, our engineers can help you install, configure and maintain equipment and software, obtain software updates, diagnose and fix operating problems and perform basic programming tasks. Assess the knowledge of your work force and build your tailored training plan with an expert online consultant using Training Advisor. With the purchase of a TechConnect Support contract, your business location is entitled to one manager/administrator license for the length of the TechConnect Support contract. 24x7x365 upgrade option extends coverage thru afterhours, weekends and holidays. Self-Assist Support If you are an experienced engineer with deep understanding of Rockwell Automation products, you may prefer to address your own support needs. Self- Assist provides you with downloadable software updates and access to the Rockwell Automation Support Center, including "Submit Questions" support. Refer to the chart on the next page for specific entitlements. 15

18 TechConnect Entitlements Self-Assist Product Support System Support Application Support Downloadable Software Updates Rockwell Automation Support Center Access Submit Questions User Forums Online Service Ticket Management Knowledgebase and Manuals on DVD Real-Time Engineering Phone Support Chat Live Remote Desktop Capability Software Media Shipments Training Advisor Access to System-Level Engineers Dedicated Ticket Owner and Follow-Up Monthly Genius Webinars Site Visit to Gather Documentation Technical Account Management Scheduled Consulting Time 24x7 Upgrade (optional) Additional Services Description Requirements Surveillance and Alarming - Remote surveillance of control systems with local and remote Product, System or access Application Support - Alarming of critical tags and alarms sent via for text messaging to you or Rockwell Automation technical support engineers System Virtualization and Testing Replication of your control system architecture in a safe, nonproduction environment to test the application of software patches, software updates and security patches to determine impact on system performance Product, System or Application Support Documentation Management Off-site storage and updating of your control documentation, Product, System or including architecture drawings, prints and network diagrams Application Support Emergency Back-Up Off-site back-up of your critical control programs and storage at System or a secure Rockwell Automation facility Application Support with Continuous Monitoring or Direct Remote Connection Secure Remote Connection IT-friendly, remote connection System or Application Support Continuous Monitoring and Data Archiving - Continuous monitoring and trending of as many as 10,000 data points, monitored by our technical support engineers from a secure Rockwell Automation facility - Proactive engagement on alarms and process-related events Application Support Customized Knowledgebase Knowledgebase customized based on your products and/or your specific applications using your terminology Application Support 16

19 6 Upgrade Options 24x7x365 Telephone Support If your support program includes 24x7x365 coverage, you can access technical support through the designated telephone number listed in your support agreement and recorded on page 1 of this guide 24 hours a day, 365 days a year. If your support program does not include the 24x7x365 telephone support option but you want to upgrade before your current agreement expires, contact your Rockwell Automation sales representative or distributor. ESAFE Service Levels ESAFE Software-Specific Benefits Bronze Silver Gold Telephone/FAX/ Support (8am to 7pm EST, Monday through x x Friday Hot-fix download via the Web x x Product Updates and Maintenance x x Priority Support x ESAFE Hardware Instrument-Specific Benefits Bronze Silver Gold Telephone/FAX/ Support (8am to 7pm EST, Monday through x x x Friday Firmware/Operating System Updates x x x Annual Calibration & Battery Replacement x x Discount on Instrument Rental and Non-Warranty Repairs x x Priority Support x Extended Warranty (Non-neglect Repairs) x 17

20 Supported Products TechConnect For a list of supported products, visit: ESAFE For a list of supported products, visit: 18

21 Hardware Calibration and Repair ESAFE SUPPORT ONLY Equipment Calibration Periodically, your company s procedures and processes may require you to calibrate your equipment. It is practical to check your vibration measurement equipment on a regular basis to ensure that your data trends are reliable. When we receive units for calibration or repair, we test, evaluate and calibrate them to established Rockwell Automation specifications and parameters. We evaluate the test data that we extract against standards traceable to the National Institute of Standards and Technology (NIST). These standards are four times greater in accuracy than the standards of measuring and testing equipment (M&TE). Accessory Testing and Replacement During the calibration process, we replace batteries in battery-operated units with new or reconditioned batteries, if you provide the batteries with the unit. We also clean, test and evaluate for reliability all accessories, e.g., cables, photocells, pickups and battery chargers 1. We will notify you of any defects or need for replacement. You may provide one set of batteries and as many as two accelerometers per calibration. We include an annual calibration in our Integrated Condition Monitoring ESAFE Support Program for Silver and Gold customers. Contact raenteksupport@ra.rockwell.com or call to schedule a calibration or repair. If your equipment is not covered under the ESAFE Support Program, contact your local Rockwell Automation sales representative or distributor for current rates and scheduling. Equipment Repair Equipment covered under the Gold ESAFE Support Program includes non-neglect repairs. Requesting Calibration You should obtain an RMA # before you send in your unit. See the next section for instructions. When we receive an instrument at one of our repair centers, our customer service team checks it in and releases it to the repair department if it is under warranty, covered by an ESAFE contract or accompanied by a PO. Otherwise, we contact you to request a PO in the amount of the flat calibration or repair price. We do not begin service until we receive your PO. 1 Battery charges for Datapac part E37407, model 435 and Enpac part E45073 are subject to a replacement fee. 19

22 Obtain an RMA Call the Rockwell Automation ISM Technical Support Team using the designated support telephone number listed on your support agreement and wallet cards and recorded on page 1 of this guide. Request an RMA#, the tracking number required to send in your unit. Provide the support technician with the serial number, catalog number, ESAFE authorization number and the address to which to ship the unit. Be certain to specify in a detailed fashion what issues your vibration monitoring equipment exhibits. Ship your unit as follows: United States Rockwell Automation Attention: IFS Repair, CRO# 8440 Darrow Road Twinsburg, Ohio, USA Canada Rockwell Automation Attention: Repair and Calibration Center, RMA# 360 Holiday Inn Drive Cambridge, Ontario N3C 3Z9 20

23 GMSC10-UM006D-EN-P April 2011 Copyright 2011 Rockwell Automation, Inc.