USERS GUIDE
Page 1
The information contained in this document consists of technical, commercial and/or financial information which is confidential and proprietary to Rockwell Automation, Inc. This information is furnished in confidence and
with the understanding that it may not be disclosed to third parties or reproduced or used, in whole or in part, for any purpose other than evaluation of this document. The recipient agrees to return the document to
Rockwell Automation upon request.
Copyright © 2013 Rockwell Automation, Inc., All Rights Reserved
Contents
Assurance Integrated Support .............................................................................................................................................. 4
Assurance Integrated Support Deliverables ......................................................................................................................... 5
Service Levels ...................................................................................................................................................................... 6
Annual Health Checks .......................................................................................................................................................... 7
Annual Equipment Audits ..................................................................................................................................................... 8
Assurance Integrated Support Assumptions/Clarifications/Exceptions................................................................................. 9
Equipment Coverage ......................................................................................................................... 9
Parts Replacement Service Level Guarantee.................................................................................... 9
Parts Replacement for Discontinued Products that are no longer Repairable .................................................................... 10
Return of Failed Parts ......................................................................................................................................................... 10
What to Expect When You Use Assurance Integrated Support .......................................................................................... 11
Maximize the Value of Your Call ......................................................................................................................................... 13
Make Calls ....................................................................................................................................... 13
Online Support .................................................................................................................................................................... 14
Introducing the Support Center ....................................................................................................... 14
Software, Firmware and Other Updates ............................................................................................................................. 17
For More Information .......................................................................................................................................................... 18
Technical Reference Library ............................................................................................................................................... 19
Contract Policies ................................................................................................................................................................. 20
Term
20
Changes to the Contract Scope ...................................................................................................... 20
Service Level Agreement Compliance............................................................................................. 20
Termination for Convenience .......................................................................................................... 20
Reasonable Use .............................................................................................................................. 21
Parts Replacement .......................................................................................................................... 21
Termination for Cause ..................................................................................................................... 21
Service Level Availability .................................................................................................................................................... 22
2
Rockwell Automation Services & Support
1201 South Second Street
Milwaukee, WI 53204-2496
Tel. 414.382.2000 Fax. 414.382.4444
Dear Valued Customer:
This document provides information on maximizing your investment in Rockwell Automation products through the
industry’s leading service and support program. Please read the following information carefully and retain this copy for
future reference. If you require additional information, please contact your local Rockwell Automation sales
representative or distributor.
Assurance™ Integrated Support entitles you to industry-leading Rockwell Automation technical support for ______
months. The following provides an outline of the entitlements of this service agreement and instructions on how to use it:
1. Rockwell Automation Hardware and Software Support: Entitles you to hardware and software
maintenance, as well as minor and major releases of Rockwell Automation software via the web or as shipped
media.
2. Online Tools and Knowledge Transfer Resources (ab.com): Registered access to award-winning, industryleading online support and information from Rockwell Automation. ab.com is your gateway to the robust set of
Rockwell Automation technical tools and product information, which increases self-sufficiency and builds inhouse expertise for improved productivity.
3. Remote Technical Support Center: 8x5 or 24x7x365, worldwide, direct-phone and web access to highlyskilled Rockwell Automation engineers. Our state-of-the-art support centers feature specially-trained technical
engineers who average more than 11 years of industrial automation experience. Each engineer has in his
workspace the equipment needed to replicate your issues.
4. Advanced Parts Replacement: Should a Rockwell Automation engineer determine that a replacement part is
required to resolve your problem an advanced replacement part is shipped to your location according to the
delivery option you have selected. You must register the product with us to be eligible for advanced parts
replacement. For complete program details, including your obligations and responsibilities, refer to the “What to
Expect When You Use Assurance Integrated Support” section of this document.
5. Onsite Field Service Support: Should we determine that a field service professional is required to resolve the
issue with the products covered in this agreement, a field service professional is dispatched to the site at no
additional fee. Should the actual issue be unrelated to the Rockwell Automation products covered in this
agreement, an invoice is issued to cover the costs of the field service visit. Labor provided outside the scope of
this service agreement or on any covered equipment due to unforeseeable acts, foreign matter contamination,
equipment misuse or abuse, power deviations/spikes, unauthorized servicing by any party other than Rockwell
Automation or its authorized representatives, and/or any other issues not under the control or responsibility of
Rockwell Automation will be invoiced per the standard pricing in effect at the time of services rendered, except
in cases of prior contractual agreement.
6. Annual Health Check: A Rockwell Automation field service professional will visit your site once per year to
perform an inspection of the covered equipment, document any potential failure risks, review these risks with a
designated customer representative, and discuss/recommend remediation actions.
7. Upgrade Option: If your Assurance Integrated Support program does not include the 24x7x365 telephone
support option but you want to upgrade before your current agreement expires, contact your local Rockwell
Automation sales representative or distributor.
3
Assurance Integrated Support
An Assurance Integrated Support contract is
designed to provide maintenance and support
teams a simple and predictable method to
obtain the help required in todays’ fast-paced
and time-critical production environment.
At the heart of Assurance Integrated Support
is a Service Level Agreement (SLA). The SLA
defines how fast a call connects to a Remote
Support Professional, the time to dispatch
parts and for a Field Service Professional to
arrive at site. Time is important and every
minute that a system is not running costs
money - that’s why guarantees are in place
and penalties are paid when an SLA is not
met.
Included in Assurance Integrated Support is an
annual health check and equipment audit on
the supported systems, a Field Service
Professional will provide advice on
maintenance that will help keep the plant
running and discuss issues or concerns that
may exist with the Rockwell-based systems. Assurance Integrated Support aligns Rockwell Automations’ support
strategy with the critical need to keep systems running.
All of this is provided for a single annual fixed price – no more unpleasant surprises during budget reviews. No more
unpredictable down time while waiting for parts to be repaired or replaced, or to get onsite service when it is required.
4
Assurance Integrated Support Deliverables
Assurance Integrated Support provides four key deliverables;
• Rockwell Automation Remote Technical Support
• Parts replacement and repair Service
• On-Site Field Support Professionals
• Annual equipment audit and health check
Each of the key deliverables has a service level as defined in the following table.
5
Service Levels
Assurance™ Integrated Support
Service Level Descriptions
Service
Level 1
Service
Level 2
Service
Level 3
Service
Level 4
10 min
10 min
10 min
10 min
Included
Included
Included
Included
No
Guarantee
Within 3
business
days
Within 2
business
days
Next
Business
Day
No
Guarantee
Within 72
hours
Within 48
hours
Within 24
hours
1/year
1/year
1/year
1/year
Optional
Optional
Optional
Optional
Remote Telephone Technical Support
•
•
•
•
•
TechConnect Systems Level Support Program
Available 8 am to 5pm local site time
Response from a Qualified Rockwell Automation Technical
Support Professional within the service level defined time
frame.
Software Maintenance
Scheduled Genius Webinars that provide advanced level
expert advice and best practices on Rockwell Automation
products
Online Access to Rockwell Automation Support Center
•
•
•
•
•
•
Knowledgebase – library of technical documents, resolutions to
all resolved technical issues, best practices
Ask A Question
Forums
Chat
Service Ticket Management
Software downloads & patches
Advanced Parts Replacement *
•
•
If determined by Rockwell Automation that a replacement part
is required to resolve the issue, part(s) will be sent to site within
the defined service level time frame at no additional fee.
Shipping hours are normal business hours, local Hub time
(excluding Rockwell Automation observed holidays.)
Onsite Field Service Support*
•
•
If determined by Rockwell Automation that a Field Service
Professional is required to resolve the issue with the products
covered in this agreement, a Field Service Professional will be
dispatched to the site at no additional fee.
The Service Professional will arrive/be dispatched within the
service level defined time frame.
Annual Health Check and Equipment Audit conducted
onsite by a Rockwell Automation Field Service
Professional
•
•
•
•
•
Inspection and inventory of covered equipment
Documented potential failure risks & recommended spares list
Documented discontinued and/or unavailable for Assurance™
coverage parts list
Review of risks and coverage gaps with your designated
representative
Recommendations for remediation
24x7x365 Coverage
•
24Hr x 365 Day real time phone support coverage (English,
only ) 8-5 Mon – Fri available in multiple supported languages.
* Arrival OR Dispatch Service Level Guarantees are available based on the location of the supported customer site. Please refer to the Service
Level Availability table in Section 7 of this document for details.
6
Annual Health Checks
As part of the normal contract initiation process and as a recurring annual event, Rockwell Automation will travel to
Customer sites to perform an equipment health check. Following is an example of the typical checks performed. This
check will be concurrent with the installed equipment audit.
Have there been any changes or concerns
System changes documented
Outstanding issues with applications or Rockwell products
Programs backed up
Removed some text
Environmental observations
Heat issues
Humidity dew-point issues
Cleanliness
Damage
Any contamination concerns
Interior of panel
Overall appearance
Loose wiring or hot spot concerns
Cleanliness
Filter condition
Temperature
Contamination issues
Grounding practices followed
Hardware installed properly
Discolouring in panel
Other concerns
Visual inspection of status indicators
Communication devices
Drives and related modules
Controllers – note battery and date it was installed
Power Supplies
I/O Cards
Servos and related modules
HMI screens or monitors
Safety relays
Obsolescence status
Other
7
Annual Equipment Audits
Along with the annual health checks, an equipment audit will be performed to ensure both the customer and Rockwell
Automation have a detailed parts list and are aware of any equipment that may be silver, discontinued and/or ineligible
for coverage. An example of this report is provided for reference:
Assurance Equipment Audit
Inventory Analysis
22/7/2012
Facility:
Part Number
Sample Customer
Series
Anytow n, USA
Desc ription
Replac ement
Installed
Lifec y c le
Part Number
Quantity
Status
Y
1305-BA03A
IN 380-460V OUT 2.3A MTR RTG:.75KW/ 1 HP
0
1305-BA09A
IN 380-460V OUT 9.0A MTR RTG:4.0KW/ 5 HP
25
Y
1333-AAB
1HP, 460V AC DRIVE
0
1333-CAB
5HP, 460V DRIVE
1
R
R
1336E-B015-AN-EN
IMPACT AC DRIVE
1
R
1336S-BRF100-AN-EN
DRIVE, AC, 10HP, 380-4
2
R
160-BA01NSF1
IN 380-460V OUT 1.2A MTR RTG:.37KW/.5H
0
160-BA04NSF1P1
IN 380-460V OUT 4.0A MTR RTG:1.5KW/ 2 HP
1
R
R
1745-LP101
SLC 100 PROCESSOR UNIT 16 I/O CIRCUITS
3
1745-LP151
SLC 150 PROCESSOR UNIT 32 I/O CIRCUITS
0
Y
Y
1746-A10
SLC 10 SLOT CHASSIS
15
G
1746-A4
SLC 4 SLOT CHASSIS
2
1746-A7
SLC 7 SLOT CHASSIS
50
G
G
1746-HSTP1
SLC SINGLE AXIS STEPPER MODULE
1
G
1746-IA16
SLC 16 POINT DIGITAL INPUT
126
G
1746-IB16
SLC 16 POINT DIGITAL INPUT
19
G
1746-IO12
SLC 12 POINT COMBINATION MODULE
1
G
1746-IV16
SLC 16 POINT DIGITAL INPUT
1746-NIO4I
SLC 4 POINT ANALOG INPUT,ANALOG OUTPUT
48
G
4
G
1746-NT4
SLC 4 POINT THERMOCOUPLE INPUT
53
G
1746-OA16
SLC 16 POINT DIGITAL OUTPUT
62
G
1746-OB16
SLC 16 POINT DIGITAL OUTPUT
4
G
1746-OV16
SLC 16 POINT DIGITAL OUTPUT
0
G
1746-OV8
SLC 8 POINT DIGITAL OUTPUT
0
1746-OW16
SLC 16 POINT DIGITAL OUTPUT
16
G
G
1746-OW8
SLC 8 POINT DIGITAL OUTPUT
3
G
1746-OX8
SLC 8 POINT DIGITAL OUTPUT
1
G
1746-P2
SLC POWER SUPPLY RACK MOUNT
14
G
1746-P3
SLC POWER SUPPLY RACK MOUNT
14
G
1747-DCM
SLC DIRECT COMMUNICATION MODULE
5
G
1747-L531
SLC CONTROLLER
14
G
1747-L532
SLC CONTROLLER
0
1747-L541
SLC CONTROLLER
50
G
G
1747-L542
SLC CONTROLLER
0
G
1747-L552
SLC CONTROLLER
1
G
1747-M11
MODULE,16K EEPROM MEMORY FOR PRGRMMABLE
0
R
1747-PBASE
SLC BASIC DEVELOPMENT SOFTWARE
48
G
8
Assurance Integrated Support Assumptions/Clarifications/Exceptions
Equipment Coverage
Support for the Rockwell Automation installed base is a key driver in improving a facility’s productivity. Assurance
Integrated Support is a significant step towards ensuring that successful productivity, however, some equipment is not
included as part of the contract coverage.
Specific Products Covered by Assurance Integrated
Support
Rockwell Automation Products
 Active Products
 Silver Products
 Discontinued Products
 Powerflex 7000 Series MV Drives*
Specific Rockwell Automation Products NOT COVERED
by Assurance Integrated Support
-
Reliance Electric Brand Products
Industrial Control (IC) Products
Electro-mechanical devices, fuses, push buttons
Certain Discontinued Products
Encompass Partner Products
*Powerflex 7000 Series Drives are covered with an additional
Scope of Supply. See Assurance Integrated Support for
PF7000 Scope of Supply.
Parts Replacement Service Level Guarantee
Some equipment, while covered as part of the contract, will not be included in the Parts Service Level guarantee.
Specific Rockwell Automation Products Covered by
Assurance Integrated Support
Parts Arrival Guarantee
Rockwell Automation Products
 Active Products
 Silver Products
Specific Rockwell Automation Products covered by
Assurance Integrated Support with
Parts Arrival Guarantee LIMITATIONS
- Discontinued Products
- All Liquiflow products
- Rockwell or Allen Bradley Drives Frame Size 5 or Higher
*A detailed list of parts that will be covered will be provided as
part of the contract initiation process
The specific parts that are covered in your Assurance Integrated Support Agreement are lists in your Installed Base
Evaluation reports (attached). Please review this report carefully as parts that are not on this list are not covered by
Assurance Integrated Support.
9
Parts Replacement for Discontinued Products that are no longer Repairable
At some point in any product’s lifespan, a product will no longer be repairable due to many factors outside of Rockwell
Automation’s control. In these cases, Rockwell Automation may not know that a product is not repairable until a repair
is actually attempted. If this occurs Rockwell Automation, at its sole discretion, will do one of the following:
• Replace the defective product with direct match from repaired inventory.
• Replace the defective product with the closest match (form, fit, function) from the defective product’s family
• Replace the defective product with the nearest match (form, fit, function) available from the currently available
and/or new product family.
If this situation presents itself, Rockwell Automation will notify the customer of the situation and the action Rockwell
Automation is taking.
Return of Failed Parts
The customer is responsible for returning the failed parts to Rockwell Automation. The return address will be specified
in the Welcome Kit. The following conditions apply;
• The parts replacement program applies to parts listed in the Table of Supported Products
• Rockwell Automation will replace defective parts by new, remanufactured or repaired parts which will be
equivalent to new in performance.
• Title of replacement parts will remain with Rockwell Automation and shall transfer to Customer once failed unit
is returned to Rockwell Automation, at which time Title of the failed item transfers to Rockwell Automation.
• Late Returns will trigger a late return charge, Returns received after 30 days will be treated as non-returns and
will attract a missing part charge
• Where it is determined and agreed by both parties that replacements or revisions are made necessary because
of misuse or negligence on the part of Customer then Rockwell Automation shall supply any replacements at
the cost of such replacements as notified to Customer. Where the parties are unable to agree, such dispute
shall be subject to the dispute resolution provisions in this Agreement.
10
What to Expect When You Use Assurance Integrated Support
Assurance Integrated Support is designed to make getting the help you need simple and easy. To begin the process of
getting help you will always need to contact the Rockwell Automation Online & Telephone Support team via the phone
number (and other contact details) provided in your Welcome Kit. This assures that you are connected to a support
professional, who can help you in the fastest possible way. In general, standard telephone support hours are from 8:00
am to 5:00 pm Monday through Friday in the time zone of the location listed on your support agreement, unless you
purchased the 24x7x365 upgrade option. Standard telephone support hours may vary according to your region. Refer to
your support agreement for specific information.
Once you are working with a technical support engineer, he will create a service ticket and document all that you do
together to resolve your problem. This service ticket is automatically logged and maintained in our global business
systems. Both you and Rockwell Automation have online access to this information as the case is being resolved and in
the future.
If during the course of working with the technical support engineer, he/she determines that a replacement part is
required to resolve your issue, he will authorize you to consume an existing spare part and automatically initiate the
parts dispatch process so that a replacement Rockwell Automation part arrives to your site within the timeframe
specified by your service level. If you do not have a local spare, Rockwell Automation will still initiate the parts dispatch
process, per your service level, to get you a replacement part.
There are some restrictions on just how fast and when we can get a part shipped, some as simple as the fact that most
means of shipment do not pick up or deliver on Sundays or holidays. As such our advanced replacement parts service
levels are subject to the following rules:
•
In countries where local depot services are available:
- An advanced replacement part will ship to arrive within your purchased service level’s delivery hours,
provided both the call as well as diagnosis and determination of the failed hardware has been made
by us before 3:00 pm local time in your region, Monday through Friday (excluding Rockwell
Automation-observed holidays).
- For requests after 3:00 pm, depot time in your region, we will ship the advanced replacement the next
business day.
•
In countries where local depot service is not available:
- An advanced replacement part will ship the next business day from a Rockwell Automation depot (to
be determined by us), provided both the call as well as diagnosis and determination of the failed
hardware has been made by us before 3:00 pm depot time, Monday through Friday (excluding
Rockwell Automation-observed holidays).
- For requests after 3:00 pm depot time, the advanced replacement part will ship the next business day
from a Rockwell Automation depot to be determined by Rockwell Automation.
- Advanced replacement parts will be shipped using a Rockwell Automation preferred carrier with freight
prepaid by us, excluding import duties, custom clearance, taxes and fees, where applicable. Please
note that destination country importation and customs processes may condition delivery time.
- Please also note that when receiving advanced replacement parts, you are responsible for import
documentation (if required), import duties, taxes and fees, assisting in customs clearance, and
verifying any damage in transit.
11
If during the process of working with a Rockwell Automation technical support engineer, he determines that a field
service professional is required to resolve the issue with the products covered in this agreement, we will dispatch a field
service professional to the site at no additional fee and he will arrive, at your site, within the service level that you have
purchased.
In the case where Rockwell Automation determines you need either a replacement part or a field service professional
dispatched (or both) you will not be invoiced for these actions, they are covered by your Assurance Integrated Support
agreement. Always be sure to contact the Rockwell Automation Online & Telephone Support team first, so you can get
the help you need, we can meet our service level commitments, and ultimately help you resolve your issue the fastest
way possible.
12
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:
• Assurance Integrated Support Agreement authorization number
- You can find this on your support agreement as well as on your equipment stickers and wallet cards. 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.
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. In general, standard telephone support hours are from 8:00AM to 5:00PM Monday through
Friday in the time zone of the location listed on your support agreement, unless you purchased the 24x7x365 upgrade
option. Standard telephone support hours may vary according to your region. Refer to your support agreement for
specific information.
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.
13
Online Support
Introducing the Support Center
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 Assurance Integrated Support, the Support Center houses
the Knowledgebase, an online database that we update with the hardware and software solutions from actual support
service tickets. The Knowledgebase, included with all TechConnect support agreements, is available in
English, German, French, Spanish, Italian, Portuguese, and Chinese, providing you with access to nearly 40,000
technical notes, documents and solutions in your preferred language. In addition, you can submit questions and chat live
with our Technical Support engineers in your local language.
To change the Website’s default language, select your preferred language from a drop-down menu on the Home page.
For additional information about the Support Center, refer to the service profile, GMSP-BR001_.
Create an Account
To begin using your TechConnect Support contract, you need to create an account. For information about how
to create an account, watch the video tutorial posted to the Support Center under the Get Help menu, or use
the job aid posted in Knowledgebase answer ID 452148.
Search Knowledgebase
For information about how to search the Knowledgebase, watch the video tutorial posted to the Support Center
under the Get Help menu, or use the job aid posted in Knowledgebase answer ID 452158.
14
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. For information about how to use the forums, watch the
video tutorial posted to the Support Center under the Get Help menu, or use the job aid posted in
Knowledgebase answer ID 452161.
Submit Questions
The Submit Questions feature lets you email a question on a specific product to a tech support engineer. For
information about how to search the Knowledgebase, watch the video tutorial posted to the Support Center
under the Get Help menu, or use the job aid posted in Knowledgebase answer ID 44451.
Your question is assigned a service ticket number. Our targeted email response time for TechConnect
customers is 24 business hours.
The ‘Submit Questions’ feature is only available when you have entered your Assurance Integrated 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.
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, email or save it and reference it
later using the Find My Stuff tab.
For information about how to chat, watch the video tutorial posted to the Support Center under the Get Help
menu, or use the job aid posted in Knowledgebase answer ID 452163.
Organize Your Stuff
Find My Stuff acts as your personal information library. For information about how to use this feature, watch the
video tutorial posted to the Support Center under the Get Help menu, or use the job aid posted in
Knowledgebase answer ID 452166.
15
When viewing your service tickets, you may also view the status and details of the follow-up tickets related to
the dispatch of parts and/or a field service professional, as part of your Assurance Integrated Support
Agreement.
16
Software, Firmware and Other Updates
If you have purchased an Assurance Integrated 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 http://rockwellautomation.custhelp.com/ 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 high-speed 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.
To request update discs or change registration information, contact Rockwell Automation Contract Services at
440.431.5000. Based on usage, we may choose to limit the number of discs.
17
For More Information
Refer to the following Web sites for additional information about Rockwell Automation products and programs:
StepForward Program
http://www.rockwellautomation.com/rockwellautomation/solutionsservices/capabilities/stepforward/overview.page
Software Revision Chart
http://www.software.rockwell.com/corporate/revs/
Software Registration Transfer
https://activate.rockwellautomation.com/
Remote Support Programs
www.rockwellautomation.com/services/onlinephone
Get Support Now
http://www.rockwellautomation.com/support/index.html
18
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 262.264.1042. Use country
code 1.
To purchase additional copies of the library, contact your Rockwell Automation sales representative or distributor and
order catalog number 9392-TRCDRSENE.
19
Contract Policies
Term
Assurance Integrated Support contracts are based on 12 month increments and will be effective from the date Rockwell
Automation accepts the contract. The Assurance Integrated Support contract will continue for the initial term proposed
and accepted by the customer and Rockwell Automation. At the end of the initial term, the customer and Rockwell
Automation may renew the Assurance Integrated Support contract for a second term or terminate the contract with no
prejudice for either party. Upon the termination of this contract for any reason, subject as otherwise provided in this
contract and subject to any rights or obligations which have accrued prior to termination, neither party shall have any
further obligation to the other under this contract.
Changes to the Contract Scope
Any change to the Assurance Integrated Support contract scope of supply, resulting from any of the following
circumstances is subject to equitable adjustments to price, scheduling, and other affected terms and conditions:
• Customer requested changes, including those affecting the identity, installed base scope, and delivery of the
Assurance Integrated Support contract scope of supply.
• All changes in Rockwell Automation product lifecycle status that move the contract covered product to an
unavailable or discontinued status.
• An emergency endangering persons or property; in such emergency circumstances, the customer and
Rockwell Automation may act at its discretion to prevent damage, injury, or loss.
• All changes, except actions necessitated by emergencies as provided above, must be executed by a written
change order signed or otherwise definitively authorized by both parties, and Rockwell Automation will not
begin work on a change until it is authorized. All claims must be made within a reasonable time after the
occurrence giving rise to the claim.
Service Level Agreement Compliance
Rockwell Automation has the global infrastructure to ensure compliance to your purchased Service Level Agreement. In
the unlikely event that Rockwell Automation does not meet our commitments, Rockwell Automation is charged with a
penalty based on performance throughout the SLA year. The SLA performance will be calculated on a quarterly basis
and any penalty credits will be issued on a quarterly basis. The list below gives an overview of the penalties and their
conditions.
• No Penalty: more than 95% Service Level Agreement Compliance
• 5% Penalty: more than 90% Service Level Agreement Compliance, but less than 95% Service Level
Agreement Compliance
• 10% Penalty: less than 90% Service Level Agreement Compliance
In the unlikely event that the parts shipping company cannot perform to the purchased SLA, Rockwell Automation will
not include this non-compliance event in the overall SLA compliance calculations.
Termination for Convenience
The customer and Rockwell Automation may terminate this contract for convenience at any time by giving 60 days’
written notice. If terminated for convenience by the customer, payment of a cancellation fee of 50% of the remaining
undelivered scope of the contract will apply. The customer and Rockwell Automation acknowledge that the above fees
are a genuine pre-estimate of the loss that Rockwell Automation will suffer in the event this contract is terminated before
the end of the initial term.
20
Reasonable Use
•
•
It is agreed that if Rockwell Automation is required to make replacements or repairs necessitated by reason of
the customer’s negligence or misuse of parts, or by reason of any other cause beyond the control of Rockwell
Automation, except ordinary wear and tear, Rockwell Automation reserves the right to invoice the customer for
reasonable labor, travel and living expenses and material as required, in accordance with the current published
prices in effect when the work was performed
Be aware that events due to acts of God, foreign matter contamination, equipment misuse or abuse, power
deviations/spikes, and/or unauthorized servicing by any party other than Rockwell Automation or its authorized
representatives will be excluded from coverage.
Parts Replacement
•
•
•
•
•
The parts replacement program applies to parts listed in the Table of Supported Products
Rockwell Automation will replace defective parts by new, remanufactured or repaired parts which will be
equivalent to new in performance.
Title of replacement parts will remain with Rockwell Automation and shall transfer to the customer once failed
unit is returned to Rockwell Automation, at which time Title of the failed item transfers to Rockwell Automation.
Late Returns will trigger a late return charge, Returns received after 30 days will be treated as non-returns and
will attract a missing part charge
Where it is determined and agreed by both parties that replacements or revisions are made necessary because
of misuse or negligence on the part of the customer then Rockwell Automation shall supply any replacements
at the cost of such replacements as notified to the customer. Where the parties are unable to agree, such
dispute shall be subject to the dispute resolution provisions in this Agreement.
Termination for Cause
The customer and Rockwell Automation may terminate this contract for cause at any time by giving 30 days’ written
notice, provided one of the following circumstances occur:
• The other party commits any continuing or material breach of any of the provisions of this agreement and, in
the case of such a breach which is capable of remedy, fails to remedy the same within fourteen (14) days after
receipt of a written notice giving full particulars of the breach and requiring it to be remedied.
• An encumbrance takes possession or a receiver is appointed over any of the property or assets of that other
party.
• The other party makes any voluntary arrangement with its creditors or becomes subject to an administration
order.
• The other party goes into liquidation (except for the purposes of an amalgamation, reconstruction or other
reorganization and in such manner that the company resulting from the reorganization effectively agrees to be
bound by or to assume the obligations imposed on that other party under this agreement)
• The other party ceases, or threatens to cease, to carry on business.
21
Service Level Availability
Service level availability for Assurance Integrated Support contracts and whether the service level is a guarantee of
Arrival or guarantee of dispatch is listed in the following table;
Location
Austria
Belgium
Canada
Czech Republic
Denmark
France
Germany
Hungary
Italy
Ireland
Luxembourg
Middle East
Netherlands
Poland
Russia
South Africa
Spain
Sweden
Turkey
UK
US
Mexico
Brazil
Venezuela
Columbia
Peru
Argentina
Chile
Puerto Rico
SLA1
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
SLA2
Arrival
Arrival
Arrival
Dispatch
Arrival
Arrival
Arrival
Dispatch
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
SLA3
Arrival
Arrival
Arrival
SLA4
Arrival***
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival***
Arrival
Arrival***
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival***
Arrival***
Arrival
Arrival***
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival***
Arrival***
Arrival***
Arrival
Arrival
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
Arrival
Arrival
Arrival
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
Arrival
Arrival
Arrival
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
Arrival***
***Some restrictions may apply in certain geographical areas within the location
22
Arrival***
GMSG-UM001B-EN-E- October 2013
Copyright © 2013 Rockwell Automation, Inc.
23