Maximizing the Value of your TechConnect Support Agreement

Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.

PUBLIC INFORMATION

TechConnectSM Support

Your trusted resource for knowledge and support


Are You Prepared for Tomorrow?

“Between 2010 and 2012, the cost per hour of downtime increased, on

average, by 65%.” (“The Cost of Downtime is Rising”, Dick Csaplar - Aberdeen Group)

“The difficult economy can drive broad cuts in maintenance. This causes

expensive reactive activities to displace preventive tasks at an increasing

rate, leading to a downward spiral in capability. Instead, [manufacturers

should] optimize without compromising capability.” (2010 Mobility for Asset Management Worldwide Outlook report, Ralph Rio - ARC Advisory Group)

An estimated 10 million jobs with manufacturing organizations cannot be

filled today due to a growing skills gap. (“The Future of Manufacturing Opportunities to Drive Economic Growth,” World Economic Forum)

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Trends That Impact Support

Lack of expertise, especially on older equipment

Reduced number of internal engineering, maintenance and IT staff

Decline in control systems knowledge

Increase in control system complexity

Lack of higher level, internal support on 2nd and 3rd shifts

Issues are more urgent due to interoperability of the products


TechConnect Support Value

Optimize control system performance

Improve Overall Equipment Effectiveness (OEE)

Product coverage at every stage of life, from

current to legacy equipment and software

Normalize control system expertise at the plant

Assist in reducing maintenance time and costs

We’re here to help no matter what your question – not just when you’re down!


Software Maintenance – Extend functionality and improve your users’ experience

– Download updates or request media shipments

– Receive replacement media in case of emergency

Comprehensive Online Support – View an archive of answers and solutions cultivated from actual support cases in our

Knowledgebase

– Submit question online or chat live with our highly trained technical support engineers

– Manage your telephone and online interactions, product notifications and favorite content

– Effectively manage training needs/budget and improve employee performance with Training Advisor

Real-Time Telephone Support – Connect real-time in your local language with specialists who can help install and

configure, troubleshoot or diagnose to expedite resolution on complex technical issues.

– Remote desktop troubleshooting, surveillance, diagnostics and administration

– Leverage support when you need it, 24x7x365

What Is TechConnect Support?


TechConnect Support Program


Receive real-time support from engineers via live chat and

phone. Consider this team an extra team of engineers for

your facility.

Product Support

Product Support includes:

– Access to Training Advisor

– Software maintenance to deliver important in both digital and hardcopy formats

– Remote desktop troubleshooting

“Engineering answered my question and went above and beyond what was asked for and prevented other issues from occurring.”

Greg Critton, Business Development NS Controls


Receive all the benefits of Product Support, but with

one point of contact. For every call or ticket opened,

a single engineer will walk you through the entire

process to get your questions answered quickly.

System Support

Product Support includes:

– Access to our remote access and alarming options

– Live genius webinars covering popular technical automation topics with the opportunity to ask questions and interact with presenters

“Genius webinars help fill in gaps in my skill set. They provide more in-depth instructions on a narrow topics.”

Stan Cook, Advanced Manufacturing Engineer Honeywell


Our most comprehensive, flexible and tailored support

offering. We can build you a service package that fits

the exact needs of your operations and actively

minimize downtime events.

Application Support

Application Support includes:

– Designated team trained specifically on your systems

– Support tailored to your application

– Surveillance, alarming and data archiving

– Application-level administration

– Site-specific knowledge management

“The (Application Support) service is critical in helping us avoid equipment and product damage. The support we get from the staff is phenomenal. It’s like having someone continuously standing over your shoulder, constantly pointing out potential problems and then letting you know how to correct them.”

Ron Mahan, Plant Engineer

Centria


Self-Assist Support gives you important tools to enable

your maintenance staff to support your facilities.

Self-Assist Support

Self-Assist Support includes:

– Software updates downloads

– Access to our online Knowledgebase, which offers the ability to submit questions and an archive of answers, forums to interact with peers and video tutorials

“The Support Center is well-organized and a wealth of information. I mainly use the Knowledgebase, access manuals, tech notes and possible hardware configurations for our systems.”

Brian Vanis, Senior Instrumentation & Controls Engineer

Rentech Boiler Systems Inc.


Accomplish Your Business Goals

Service Level

Application Support System Support Product Support Self-Assist Support

Customer

Rajesh, Owner/OEM

Kai, Process Engineer

Howard, Support Engineer

Jerry, Maintenance Engineer

Goals

• Build and ship three machines

per week

• Continually improves

processes

• Ensure customer

specifications are met to keep

satisfaction high

• Implement programs to

increase efficiency and lower

lifecycle costs

• Develop, apply capital

improvement projects

• Ensure smooth production

processes

• Provide professional

execution and timely

delivery

• Maintain high customer

satisfaction

• Promote teamwork to

improve quality

• Reduce unplanned

maintenance, failures

• Improve production up

time

• Increase machinery

lifespan

• Ensure safe work

environment

Outcome

“Rockwell Automation designated

a unique team of support

engineers to partner with and

support my application. After

visiting my site and becoming

familiar with my application, they

were able to identify potential

problems that would have caused

downtime. Because of these

improvements, I have been able

to continue steady production

and meet the my expectations

and the expectations of my

customers.”

“ When I need assistance, I work

with a dedicated, single point of

contact who owns my tickets

from start to finish. Every month,

I’m invited to participate in a

webinar to learn the best

practices for using particular

products and technologies.

These features have allowed me

to better implement process

improvements with no

disruptions to our business

processes.”

“Having training advisor

included with TechConnect

has been a key for me. I’ve

been able to utilize it to

identify where knowledge

gaps exist on the

maintenance staff and help

determine where we should

invest our training dollars.

It’s allowed us to be more

strategic and drive quality.”

“I’m able to support our

line by myself, but having

access to online tools and

software downloads have

made me more efficient.

The archive of questions

and answers have been

key to me because I’ve

found many of the

challenges I have

encountered have been

addressed!”


Global Support – 24x7x365


Availability – Global Customer Support Center

network provides help anywhere in the world with real-time response levels – 24x7x365

People – 350+ technical support specialists

with in-depth product knowledge and industry experience

– 11+ years average industrial automation experience

Process/Technology – State-of-the-art call

management system

– Fully-equipped workstations and in-cube labs to simulate your problem and solve it quickly

– Over $10M in hardware and software infrastructure

• Training – Annual training program to maintain and

build competency

– Technical training in product disciplines

– Third Party Training

• Microsoft (over 300 Microsoft certifications)

• Encompass Partners

Who Will Help Me?

Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. 14

Maximize Your TechConnect Experience

Leverage the following online support tools to get the most out of your support agreement

Training Advisor - Assess employee

competency - Generate training

strategy - Receive maximum

return on training investment

Genius Webinars - In-depth webinars

on technical topics

- Interact with presenter

- View or download archived sessions

Support Center - Archived questions

and answers - Interactive forums - Submit questions

online - Live chat


Rockwell Automation Support Center

Online Tutorials (A user account is required to view these videos)

A user account is required to view these videos. Sign up now, it’s free!

Get the most out of the Support Center!

Create an Account

Search for Answers

Use Interactive Forums

Submit Questions Online

Chat Live with an Engineer

http://rockwellautomation.custhelp.com/app/utils/create_account

http://rockwellautomation.custhelp.com/app/utils/create_account

http://rockwellautomation.custhelp.com/app/answers/detail/a_id/455508

https://rockwellautomation.custhelp.com/app/utils/videos






Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. 16

“Speed up the authentication process … Too much time is taken to identify the caller”

System attempts to identify you via

Caller ID

Call routed based on your identity

If Caller ID search does not find you

the system now prompts you for:

TechConnect Customer –

Authorization Number

Rockwell Automation Employee –

eight digit employee ID

Rockwell Automation Distributor –

SAP Business Partner ID (BPID)

New Telephone System – What’s Different?



17

“The long, long quantity of menu selections on the phone dial in is ridiculous, need to streamline…”

Custom menu based on contract

Eliminated redundant selections

Fewer options to listen to and

buttons to press to access an

engineer

Fewer buttons to press for access to

features such as direct dial and

previous ticket routing

Menu order is based on both product

installed base and call volume



18

“I tried to telephone but gave up after being on

hold for over 5 minutes.”

Our Average Speed of Answer is 2 minutes

30 seconds but we do experience longer

wait times at peak hours

Call-Back assist option allows you to hold

your place in line and receive an automated

call back

You are free to use your time effectively until

the system calls you back



19

“The phone call in system asks for a ticket number but the engineer had to re-enter it because the system did not give that info to the engineer”

Once the system has identified you, our engineers will know your:

Phone Number (Caller ID)

Authorization Number

Number of Sites

Company Name

Contract Type and Hours

Menu options selected

Ticket Number (if entered)

Many more…

No need to repeat information

More time spent resolving technical issue


PUBLIC INFORMATION

TechConnectSM Support


Additional Information

Support Center Demo

Application Support


Get Support Now Page

The First Time You Visit the Page, You Need to Select Your Region From the Simple Drop-Down Menu



By Selecting a Different Region, You Will Get Country-Specific Information (Such as Local Phone Numbers)



Once a Region is Selected, You can Access the Knowledgebase as well as Many Other Support Tools These can also be accessed directly from ab.com and the soon to be redone rockwellautiomation.com page


Rockwell Automation Support Center

New Layout incorporates a “Home” Screen

• Tabs across top show all features available regardless of contract status

Helpful support links along the side

Useful links to other Rockwell Automation Services

Clear area to Log In or Sign Up For a new Support Center Account

Convert the Entire Support Center into other languages (more planned)


Support Center Home Page

Easy to Read Tabs/Buttons Along Top • Shows All Available Features to All Users • Some Features Require a Contract • Easy Navigation

Once Logged In Your Name and Company Are Clearly Displayed


If you do Not Have an Account, Click on “Sign Up”

Creating An Account

Enter in Required information Including Your TechConnect Authorization Number For Complete Access


Click on “Search Knowledgebase” You can limit your search in many ways

Searching the Knowlegdebase

Type in Question As You’d Ask Over the Phone

Returns Results based on keywords, Frequency of Use and Rating of the Document. Those Returned First Will have the Highest Relevance to Your Question.

Results also returned from the User Forums


Convert the Tech Note into Other Languages

You Can Rate the Usefulness of the Tech Note and Offer Improvements

Find The Answer ID Number

Find Information About Access Level, Creation Date and Update Date

Information Available in the Answers

You Can Find other Related Answers And Previously Viewed Answers

You Can “Print”, “Email” or “Add to Your Favorites”


User Forums

Click on the “Explore Forums” Tab/Button to Access User Forums


User Forums

Area to See Usage Statistics

User Forums are Fully Searchable

Forum Discussion Boards Sorted by Products


User Forums

Users Can Post Questions for Others to Respond To

See different discussion thread topics

See how many posts are on a question And how often it’s been viewed


User Forums

Just Like Any Forum Site • User Posts a Questions • Other Users Reply with Comments


Click on “Submit a Question” Tab/Button

Submitting Online Questions (email support)

Attach Up to a 20Mb File

Click “Continue”

Simply Type in a Subject Line and Your Question as Completely As Possible

Choose Product from Simple Drop Down Menu

Before Your Question is Submitted The Knowledgebase does One Last Search

Click “Finish Submitting Question”


Click on the “Chat Live” Tab/Button

Chat Live

Select Product to Chat On from Drop Down Menu

Click “Submit Request”


Chat Live

This will Launch a Chat Window. While You Wait You Can Continue to Search the Knowledgebase.


Respond Here

Our Engineer will Initiate the Chat

Chat Live

When Our Engineer is Responding the Status Will Change

Have Conversation Online!

Users Can Attach Files

Live Links can be Sent Back and Forth


The “Find My Stuff” Tab/Button

The “My Stuff” Area is the User’s Personal Area of the Knowledgebase

Click on the “My Stuff” Tab/Button

Find Information Such As: • Your TechConnect Support Agreement • All your Chat Transcripts • All your Telephone Service Tickets • Sign Up for Notifications and Find Your Favorite Answers


TechConnect Support Agreements

Here You Will Find Details On Your Specific TechConnect Contract Including Service Levels and Expiration Dates. You Also Have Access to Your Personalized, Electronic Welcome Kit.


Questions/Chats

The Second Section is the “Questions/Chats” Section


This Section will Store All Online Chat and Feedback Requests for Future Reference

Chats and Feedbacks

The Complete Discussion Thread, along with any links or attachments, is saved and accessible for future use.


This Section will Store All Telephone Service Tickets and Email Questions with all the Ticket Notes. These Update Every 12 Hours.

Telephone Service Tickets


Notifications/Favorite Answers

The Fourth Section is the “Notifications/Favorite Answers” Section

Answers Designated as “Favorites” are Stored Here – Creating Your Own Private Library of Useful Answers

Users Can Also Sign up for Proactive Notifications Here

To Sign Up For Proactive Notifications Simply Choose a Product or Category From the Drop Down Menu and Select the Button


Weekly Email Notifications

You Will Receive a Weekly Consolidated Emails with Links to All the Tech Notes Created or Updated for the Products and Categories You Signed up For


Downloading Software Updates

www.rockwellautomation.com/support

– Unified Registrations Login Required

– TechConnect Support Agreement Required

Select Product by description or catalog number


Qualifying for Software Download

Qualify for an Update – Registered User Information

(Name under which the software is registered)

– Software Serial Number

(From the original disks)


Additional Information

Support Center Demo

Application Support


You May Be Interested in Application Support if You:

Have critical applications that could shut down the rest of your plant

Run process lines where down time presents high cost, e.g., drive system

or process applications

Want to monitor control system infrastructure health, manufacturing

networks or critical tags

Have a heavy concentration of our equipment in your facility

Lack internal expertise on parts of an application


What Do I Get With Application Support?

Site visit

• Gather documentation, code familiarization

• Designated support team becomes intimately familiar with your system

Real-time application-level support with engineers who average >15 years of experience

Dedicated telephone and email

Periodic performance reviews

“Rockwell Automation designated a unique team of support engineers to partner with and support my application. After visiting my site and becoming familiar with my application, they were able to identify potential problems that would have caused downtime. Because of these improvements, I have been able to continue steady production and meet the my expectations and the expectations of my customers.”

–Rajesh, Owner/OEM


Monitor System-Critical Data Points Securely for Faster Issue Resolution

Surveillance and Alarming & Data Archiving Options

Scalable device and process monitoring and alarming at our facility or

remotely

Monitor system-critical data points 24x7

Send alarm notifications to your facility or ours via text or email

Access to historical data for troubleshooting

Secure remote connection


Capture and Manage Employee Knowledge

Knowledge Management Option

Custom Knowledgebase using your terminology

Online database that only you can access

Site-specific, searchable Knowledgebase

Capture employee knowledge, service ticket history, tech notes and

documentation you specify


Prepare for Emergencies and Field Service

Administration Option

Store all your critical application files

Global disaster recovery solution for PLC programs

Audit modifications for accountability

Receive patch and update recommendations for optimal

performance

Bundled field service call-out


Application Support Areas of Focus

Standard Integrated Architecture Customers – US 132 sites, Canada 29

sites, EMEA 54 sites

– Application Support

– Whole plant or part of the machine

Drive Systems-Centric Applications (Pulp & Paper, Metals, Glass) – 17 sites

– Surveillance and Alarming & Data Archiving Options

– Drive and industry experts

Advanced Manufacturing Networks – 52 sites

– Application Support with Surveillance and Alarming Option

– Monitoring control network switches and infrastructure

MES/FactoryTalk ProductionCentre – 10 Sites

– Product and Application Support


Application Support by Industry

High-Volume Distribution Centers

– Remote support and small performance enhancement project support.

– Automation, HMI and MES interface Support

Food and Beverage

– Cheese Plant 1

• Advanced Network Support for critical control network

• 24x7x365 continuous monitoring and remediation of critical control network

• Management of the configuration, lifecycle, additions/deletions to the customer infrastructure, extended warranty,

assignment of IP addresses, opening and closing of ports

– Global Food Company 2

• Global support for their middleware software application

• FactoryTalk ProductionCentre support and server monitoring

Mining

– Global Support for Automation, HMI and corporate Asset Center

Oil and Gas

– Automation, HMI and Drives

Paper and Steel

– Continuous 24x7x365 monitoring of drives systems and data archiving

Pharma

– Support for HMI and Automation

Medical Device Company

– Reactive Support for Automation and HMI


Updates to Process Line Expose Workforce Knowledge Gap at Cheese Plant

55

RE

SU

LTS

CUSTOMER CHALLENGE DELIVERED SOLUTION

Developed workforce knowledge of batch applications

Consistency in product quality

Improved accuracy in inventory management

Savings of $200,000 per year on additional batch maintenance labor

Upgraded their process control system to

FactoryTalk Batch and internal staff were not familiar

with batch applications

Inconsistencies in product quality and inventory

Documenting all service tickets in a custom

knowledgebase for the employees to reference

Troubleshooting arising issues quickly to avoid

downtime

Recommending equipment upgrades for process and

quality improvements

Performing frequent calibrations by our engineer to

ensure consistency


We care what you think!

On the mobile app:

1. Locate session using

Schedule or Agenda Builder

2. Click on the thumbs up icon on

the lower right corner of the

session detail

3. Complete survey

4. Click the Submit Form button

56

Please take a couple minutes to complete a quick session survey to tell us how we’re doing.

2

3

4

1

Thank you!!


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PUBLIC INFORMATION

Thank You.

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