FAQ, Instructions for using the Rockwell Automation Support Center, ... April 2021 | Supersedes Publication SYSINT-SP005A-EN-P – February 2021. Copyright ...
Rockwell Automation Commercial Programs Legacy Toolkit & Support User Guide This guide is for active participants of the Commercial Toolkit Programs and may not be distributed to non-authorized users. Global Commercial Programs Welcome Overview Legacy Toolkit Contents Commercial Programs FAQ Activation FAQ Telephone Support Online Support Software, Firmware and Other Updates Support Options International Numbers Welcome To the Rockwell Automation Global Commercial Programs Dear Partner, Rockwell Automation is pleased to have you participate in the Program. We recognize the value your company provides in applying our technologies to implement customer solutions, and thank you for your support and continued participation in this Program. For more detailed information on the Program, please visit the Commercial Toolkit Programs section of our Partner Relationship Management (PRM) Portal located at https://partners.rockwellautomation.com/. This site requires a login and password. If you have not already done so, please register for a PRM Portal account to enable access. We recommend that you regularly visit this site to learn the latest Program and product details. In many cases we will only be distributing information via e-mail or posting it on the PRM Portal. Your Toolkit contains: · Activation Certificate containing the serial number and product key to activate the Toolkit. Detailed information is provided in the Welcome Email you receive when your order has been processed. Welcome kits are sent via email 5-7 days after the order is processed. · Media can be purchased at time of toolkit order. Please note, the most recent updates may need to be downloaded from the support website at http://www.rockwellautomation.com/en-us/support/product/product-downloads.html or with Compatibility and Download webpage https://compatibility.rockwellautomation.com/Pages/home.aspx · Legacy Toolkit & Support User Guide including Contact information, Toolkit Contents, FAQ, Instructions for using the Rockwell Automation Support Center, Knowledgebase, contacting Technical Support, and other important information designed to help you make the moast of your program benefits and toolkit license. The registered participant site will be able to use the Toolkit serial number to obtain support in the interim. You may reach the Channel Development Team via e-mail at rschannel@ra.rockwell.com or by phone at (0) 01.414.382.8360. Sincerely, Rockwell Automation 2 Overview · Use the instructions provided in this User Guide to obtain efficient service and maximize the benefits of your Toolkit license. Providing your authorization number for support and serial number(s) for product updates will expedite service delivery. · Support information specific to the Program and license purchased (support level, serial number(s), authorization number(s), etc.) can be verified online on the Partner Network Portal (PRM Portal) at https://partners.rockwellautomation.com/ · Make sure you sign up on our Knowledgebase at https://rockwellautomation.custhelp.com/ to receive proactive notification of product updates and tech notes. Contents 1 Rockwell Automation Legacy Toolkit Contents 2 Commercial Programs FAQ 3 Activation FAQ 4 Telephone Support 5 Online Support 6 Software, Firmware and Other Updates 7 Support Options 8 International Numbers 3 1 Legacy Toolkit Contents Legacy Software Toolkit Bundle Contents Named & Concurrent *Denotes product serial number indicated on toolkit activation certificate is the parent serial number to download all activations Data Management Production Management FactoryTalk® Historian Classic Authoring Client Single Runtime Client FTM/FTHC FactoryTalk® Historian Classic Server 70K Tag SoftLogixTM 5800 RSV32 ADS Floating View Client Design & Configuration RSView®32 Active Display System PanelBuilder® 32 RSView®32 Active Display Client RSLogix 500® PRO 1ySub ESD S/W RSView®32 ADS Dedicated Client RSLogixTM 5 Professional 1ySub ESD Software RSView®32 Messenger Pro Studio 5000® Legacy for v20.04 and below RSView®32 WebServer Peformance & Visibility RSView®32 Works 100K FactoryTalk® Metrics Server 200 workcell RSLinx® Classic Gateway FactoryTalk® Metrics Authoring Client FactoryTalk® Transaction Manager Pro 70K Tags FactoryTalk® View Studio FactoryTalk® View SE Unlimited Server FactoryTalk® View SE Client The Legacy Toolkit is intended to provide commercial program participants access to Legacy Software. It does not include access to Legacy Hardware Support. Legacy Hardware Support requires the purchase of a Legacy Support contract. Please contact your Rockwell Automation sales person or authorized distributor for details. Legacy Toolkit: For customers who require access to RSVeiw32, Historian Classic, SoftLogix, Studio 5000 Legacy for v20.04 and below select the Legacy Toolkit "buy with" option when you shop for the Toolkit Subscription. The Legacy Toolkit provides you with the appropriate activation certificate required to use the software highlighted above. Note: All Toolkit software is subject to limitations as described in the license agreement. For product release notes and system requirements, please see our web site at https://partners.rockwellautomation.com/ 4 2 Commercial Programs FAQ What is the objective of the Commercial Toolkit Programs? The purpose of the Programs is to help Rockwell Automation systems integrator and machine builder customers to increase their profitability, effectiveness, and competitive edge by providing economical access to the tools they need to integrate Rockwell Automation products and technology and develop integration solutions for their customers. Where do I find Program details? For Program information, please go to the Partner Relationship Management (PRM) Portal (https://partners.rockwellautomation.com/). In the PRM Portal, you will find information on the Programs, tools to help you with our products, your Partner Summary Report, and other details on our products and services that are only available to Program Participants. If you haven't had a chance to browse the PRM Portal, please take a moment to do so, as PRM portal access is one of the benefits provided to you with Program participation. What about software that a Program participant already owns? Program Participants that have existing software purchased outside the Toolkit offering can obtain a TechConnect contract. Furthermore, existing software can be brought into support and resold to their customers. For more information go to https://rockwellautomation.custhelp.com/ Do I need additional TechConnect contracts for GML, PLC2 or PLC3 software if the Toolkit license my company purchased includes support? Yes. Toolkit Support does not include Legacy Support. Participants may purchase a Legacy Support contract through your local Rockwell Automation sales office or Authorized Distributor. Can a company buy one Toolkit with 8-5 Phone Support and another Toolkit with 24x7 Phone Support? No, all participants will need to purchase all Toolkits/installs with matching support levels. Will a participant be able to upgrade their 8-5 Support option to 24x7 at a later time? No. Support contracts can only be modified at time of renewal. 5 3 Activation FAQ What is Media? Media is an electronic image of all software that is available for additional purchase at time of Toolkit purchase. Media is provided for your internal development use only, and external customer distribution is prohibited. Distribution to customers may result in program termination. · You will have activations to the products that are included in the license type purchased by your company (see your Contents document). Please Note: The media provided is property of Rockwell Automation and may not be resold, transferred, or used in a production or manufacturing capacity. Who can use media? Media is restricted to use by active participants of the Rockwell Automation commercial toolkit programs and authorized channel partners only. External customer distribution is prohibited. Distribution to customers may result in program termination. Is media included in the Toolkit? No. Media is optional and can be purchased when the Toolkit subscription is renewed at the end of each contract period. Can I use media to update my customers? Media is for internal development use only and is not intended for end customer use. Distribution to customers may result in program termination. Where can I find product release notes and system requirements? In the Help File of each product, or please see our website at: https://rockwellautomation.custhelp.com/ What if a product revises between media releases? If you require software updates between media releases, you can download the latest release of the software online. Go to https://compatibility.rockwellautomation.com/ Pages/home.asp Will I be able to activate all products included in the media? No. Which products you can activate depends on the contents of your license. Some products have third-party licensing restrictions prohibiting inclusion in internal development licenses. However, these products may be included on media for update and demo purposes. What do I need to activate my software electronically? To activate your software electronically you will need: · A computer with an Internet connection and web browser (or email, telephone, or fax capability). · FactoryTalk Activation Manager software (the FactoryTalk Activation Manager software application is included on your media if you purchase). · The software serial number and product key (printed on the Activation Certificate document, enclosed in a red envelope included with the software media). Who do I call if I need activation support? Please access Technical Support at https://rockwellautomation.custhelp.com/ or by phone using the numbers provided on pages 10-11. 6 3 Activation FAQ continued... Where can I find tutorials on FT Activation? You can access FAQs, tutorials, and view archived Q&As online at our Activations Support site https://rockwellautomation.custhelp.com/ What if I need help installing a product? Start with the Rockwell Automation Knowledgebase for 24/7 technical information and assistance: · View technical/application notes · Obtain software patches · Ask questions, and much more! · Subscribe for product/service emails What is the difference between the "named" and "concurrent" toolkit? Named toolkits require the user to activate to an internet computer or a computer with a network network connection. Dongle activations are not supported for named toolkits. Both named and concurrent toolkit activations may be borrowed.The owner or administrator of a named toolkit assigns users and the number of activations they will receive. The user will receive an email to activate. The user selects the "Activate Software" button to activate to a selected computer. Concurrent toolkits are also encouraged to use the "Activate Software" workflow so that Manage License will be populated with the user email. Will my Toolkit have one serial number with FactoryTalk Activation? Yes. You will have one serial number per Toolkit catalog number ordered. A Toolkit license serial number includes individual activation keys for the software products contained in the bundle. Your Toolkit license may include multiple installs under the same serial number depending on the number of installs purchased. Where can I find product manuals and release notes? The Rockwell Automation Technical Reference Library is included on media, and contains product manuals, technical notes, and Knowledgebase files for on-demand installation assistance. What is the minimum version of the FactoryTalk Activation Tool I need to use with my Toolkit? We encourage participants to use the latest version of FactoryTalk Activation Manager. The latest version of FactoryTalk Activation Manager can be downloaded from our website at https://activate.rockwellautomation.com How is the Toolkit license activated? The Toolkit license uses FactoryTalk Activation. FactoryTalk Activation is part of the Rockwell Automation FactoryTalk Services Platform. It allows FactoryTalk enabled products to be activated via files generated by Rockwell Automation over the Internet. It eliminates the dependency on physical media to initiate activation. As a result, software activations can be delivered, distributed, stored, backed-up and moved electronically. Activation files can be created with the FactoryTalk Activation Manager software or retrieved online from the Rockwell Automation licensing site at https://activate.rockwellautomation.com/ and hosted to your local server, machine, or a USB dongle. For help with activation, click Help in the upper right corner of the FactoryTalk Activation Manager, or visit our Activations Support site at at https://activate.rockwellautomation.com 7 4 Telephone Support How to Contact Immediately address issues with phone support. These specialists are ready when you need them. Please access Technical Support at https://rockwellautomation.custhelp.com/ or by phone using the numbers provided on pages 10-11. Once your contract is active, you will receive a designated authorization number that can be found within their Welcome Kit (wallet cards) and/ or within their account profile on Knowledgebase. You may also verify your Support Authorization Number, Toolkit serial number, and registered participating site information online by accessing your Partner Summary Report on our extranet site at https://partners.rockwellautomation.com/ Please use your designated Authorization Number (and phone number if you purchased System Support) when calling for support. These numbers can only be used for support issues regarding products included in the ToolkitProgram support offering. Standard phone support hours are 8 am to 5 pm Monday through Friday in the time zone of the primary participant location unless a 24x7x365 support level was purchased. You will receive an e-mail containing your toolkit support entitlement information and credentials via PDF attachment following the toolkit order shipment. The PDF is formatted to print directly onto Avery Stock Number 5371, so you can print cards to carry with you and/or distribute electronically to your engineers who use the Toolkit software. Please allow 5-7 days for receipt. The registered participant site will be able to use the Toolkit serial number to obtain telephone support in the interim. · 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. *Phone Support is not available on Rockwell Automation observed holidays unless you have elected for 24x7x365 support. A list of these holidays for all regions can be found via the Knowledgebase in article #819086. 8 4 Telephone Support continued... Maximize the Value of Your Call When you call for support, we will ask you for the following information which you will want to have available: · TechConnect Support agreement authorization number. · You can find this on your eWallet Cards, or access on your Partner Summary Report on the Partner Relationship Management (PRM) Portal at https://partners.rockwellautomation.com/ · If you cannot locate this number, we will ask you for your name and company 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. Make Calls Use the designated telephone support number listed on your support entitlement e-mail and wallet cards, or refer to this guide for a list of International Numbers. You can use this number only to request support on product included in the Toolkit TechConnect support offering. In general, standard telephone support hours are from 8:00 am to 5:00 pm Monday through Friday in the time zone of the participating location listed on your support entitlement e-mail, unless you purchased a 24x7x365 support option. Standard telephone support hours may vary according to your region. Refer to your support entitlement email for specific in ormation. Note: 24x7 Support is not currently available on certain products, such as FactoryTalk ProductionCentre, certain Safety products and KEPServer Enterprise. Toolkit Support does not include Legacy Support. Participants may purchase a Legacy Support contract through your local Rockwell Automation sales or Authorized Distributor. 9 4 Telephone Support continued... For Customers with Active TechConnectSM Support Contracts Direct Dial Menu To reduce call tree navigation, enter the three-digit direct dial code from the tables below when you call for support. Your call will be routed directly to the appropriate product support specialist. Rockwell Automation customers can reach technical support engineers at the Rockwell Automation U.S. Customer Support Center by dialing (TOLL FREE) 1-888-382-1583 or 1-440-646-3434* Select Option 3 (Technical Support), and when prompted, enter the appropriate three digit code from the tables below. For online technical support: https://rockwellautomation.custhelp.com/ *Available Monday through Friday from 8:00am to 6:00pm ET. DIAL MENU PACKAGED SOLUTIONS RAPID Line Integration® PLANTPAX PlantPAx® DIRECT RSTestStandTM 108 007 ProcessLogixTM 109 Micro800TM Hardware 110 RSLogix 5000®, 500 & 5 installation and fatal errors 111 008 Connected Components WorkbenchTM 112 ACTIVATION Software Activations, Copy Protection, Software Download Issues 010 CONTROLLERS ControlLogix®, FlexLogixTM, Safety Processor, Communications, Associated I/O and Instruction Set 100 CompactLogixTM, Communications, Associated I/O and Instruction Set 101 PLC-2®, PLC-3® and PLC-5®, and PLC-5/250 Processor, Communications, I/O and Instruction Set 102 SLCTM 500, MicroLogixTM Processor, Communications, Associated I/O and Instruction Set 103 PicoTM Controller, Associated Software and Instruction Set 104 SoftLogixTM 5 and 5000, Associated Programming Software, I/O and Instruction Set 105 AutoMax®, AutoMate (for drives see Reliance Electric) 106 PowerMonitorTM, RSPowerTM (1414 Sensors, 1402 and 1407 Modules, 1411 Current Transformers) 107 10 VISUALIZATION FactoryTalk® View SE, RSView® SE, RSView®32 200 ThinManager® 201 FactoryTalk® View ME, RSView® ME, PanelViewTM Plus Graphic Terminals, Studio 5000 View Designer® and 202 PanelViewTM 5500 PanelViewTM Classic, Standard, Enhanced Terminals and PanelBuilderTM Software 203 PanelViewTM Component and PanelViewTM 800 204 Message Displays 205 Industrial Computers and Monitors 206 NETLINX DeviceNet, ControlNet, EtherNet/IP and Associated RSNetWorxTM Software 300 RSLinx® Classic, RSLinx® Enterprise and FactoryTalk® Gateway 301 1784 Communications Cards, Remote Access Dial in Modems, 9300-USBS 302 Stratix® Network Switches, 9300-ENA 303 1732 ArmorBlock® I/O, 1734 POINT I/O (not including safety modules) 304 4 Telephone Support continued... MOTION ControlLogix® Motion, Interface Cards and Associated Software 400 Kinetix® Servo Drives and Motors and Associated Software (includes Ultra 3000) 401 1394, S-Class, GMLTM Commander 404 CNCTM Motion 8500, 8520, 9230, 9240, 9260, 9290, 9440, 9 Series 405 IMC Motion (121, 123, 110, ODS Software), HSRV, HSTP 407 Allen-Bradley® Legacy Servo Drives (1326, 1387, 1388, 1391, 1392, 1398), 8720 408 Anorad® Linear Motors and iTrak® Support 410 DRIVES AND MEDIUM VOLTAGE PRODUCTS Current Architecture-Class Drive Products - PowerFlex® 70, 700, 700S, 700L, 753, 755, 755TL/TR/TM and 755 On-Machine drives, power conditioning products, drive communications, DriveExecutiveTM, DriveExplorerTM, Connected Components 500 WorkbenchTM Software, MegaDySC® 1608M, MiniDySC® 1608N, SCR Bus Supply and ProDySC® 1608P Compact AC Drive Products PowerFlex® 4M/4, 40/40P, 400 drives PowerFlex® 523/525/527 drives, ArmorStart® Controllers (290, 291, 294, 280, 281, 284), ArmorConnect® 501 Media (280-PWRM), Power Conditioning Products and Connected Components WorkbenchTM Software AC Legacy drives - PowerFlex® 700H, 700AFE, 160, 1305, 1336 (Classic), 1336E (IM/PACT®), 1336F (Plus II), 1336R (Regen), 504 1336S (Plus), 1336T (FORCETM Technology), 1336Z DC Legacy drives - 1395, 1397 510 PowerFlex® DC drives 511 Reliance ElectricTM - LiquiFlo and Standard Drives 512 Medium Voltage - PowerFlex® 7000, PowerFlex® 6000 and 1557TM Drives, 1500 Contactors and Soft Starters, 857 and 865 Feeder/Motor Protection Relay, OneGearTM Controllers, 1591 513 Load Break Switches, PowerBrickTM Technology DATA MANAGEMENT SOFTWARE FactoryTalk® AssetCentre, RSMACCTM 600 RSBizWareTM (HistorianTM Classic, PlantMetricsTM, SchedulerTM) 601 FactoryTalk® Historian SE 602 FactoryTalk® Transaction Manager, RSSqlTM 603 FactoryTalk® Batch, RSBatchTM, eProcedure®, MaterialTrackTM 604 Manufacturing Execution Systems (MES) 605 PMX - MES, CTM 606 FactoryTalk® VantagePoint® 607 INTEGRATED CONDITION MONITORING (ENTEK®) XM®, Enpac®, Datapac®, Enwatch®, Emonitor®, Enshare®, RSMACC Enterprise Online, Vibration Sensors, DynamixTM 700 Data Collectors, Accelerometers, Eddy Current Probes PROCESS SAFETY AADvance® Control System, Trusted® Control System, OptiSIS® Solution 750 LOW VOLTAGE INDUSTRIAL CONTROL COMPONENTS Contactors and Starters, Pushbuttons, Terminal Blocks, 700 Relays and Timers, Circuit Breakers, Disconnect 800 Switches, 1497 Transformers, 4983 Surge Protection Condition Sensing Switches (Bul. 836-840 Mechanical Pressure, Temperature and Float, 808 Speed, 801 803 Rotating Cam Switches) Signaling Alarms, Beacons, Horns and Lights (Bul. 854, 855) 802 150-154 SMCTM Smart Motor Controllers and 156 Solid-State Contactors 804 Electronic Motor Protection (E1 and E3 Plus, E300, 825 Overload Relays, 193-DNENCAT, 2100-ENET EtherNet 805 Comm Modules, 1608 Voltage Sag Monitors) 1606 and 1607 Power Supplies, 1609 Uninterruptible Power Supply, 1492 Printer/Plotter and IFM Modules 806 900TC Temperature Controllers, 931 Conditioners, 937 Intrinsic Safety Modules 807 Motor Protection Relays (Bul. 809-819, 1409) and Motor Winding Heaters (Bul. 1410) 808 Limit, Photoelectric and Proximity Switches, Connection Systems and Media 809 Safety Mats (Bul. 440, 442), Relays and Switches, Laser Scanners, Encoders ( Bul. 842-847) 810 Advanced Sensing (54RF, 55RF, 56RF RFID Tags, MultiSightTM Sensors) 811 Hazardous Location Applications 812 CENTERLINE MOTOR CONTROL CENTERS CENTERLINE® Motor Control Centers Sales Support 900 CENTERLINE® Motor Control Centers Hardware Post-Sales Technical Support 901 CENTERLINE® Motor Control Centers Configuration Software (CIRCETM, CenterONE® or PowerControl BuilderTM) 902 CENTERLINE® Motor Control Centers DeviceNet, EtherNet or IntelliCENTER® Software Support 903 11 5 Online Support The Knowledgebase The Rockwell Automation Support Center https://rockwellautomation.custhelp.com 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 https://rockwellautomation.custhelp.com, 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, provides you with access to over 70,000 technical notes, documents and solutions. In addition, you can submit questions and chat live with our Technical Support engineers in your local language. 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 Support Center Training menu or use the job aid posted in Knowledgebase Answer 452148. IMPORTANT NOTE: Use your email address as your user name and anything you want as a password. Enter your support authorization number into your account profile to gain full access to all Knowledgebase documents and features. You can locate your support authorization number on your e-Wallet Cards, or by accessing your Partner Summary Report located on Partner Relationship Management (PRM) Portal https://partners.rockwellautomation.com/ Search Knowledgebase For information about how to search the Knowledgebase, watch the video tutorial posted to the Support Center under the Support Center Training menu or use the job aid posted in Knowledgebase Answer 452148. 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 on how to use the forums, watch the video tutorial posted to the support center under the Support Center Training menu or use the job aid posted in the Knowledgebase Answer 452161. Submit Questions The Submit Questions feature lets you email you email a question on a specific product to a tech support engineer. For information about how to search the Knowledgebase, watch the video tutorital posted to the Support Center under the Support Center Training menu or use the job aid posted in Knowledgebase Answer 44451. Your question is assigned a service ticket number. Our targeted email response time for TechConnect customers is 24 business hours. IMPORTANT NOTE: The `Submit a Question' feature is only available when you have entered your TechConnect Support authorization number into your account profile as described in the `Create an Account' section. If you need immediate assistance, do not submit an online support request. Instead, call the telephone number listed on your e-Wallet Cards (you must have purchased a toolkit with one of our available phone support options to qualify for phone support). 12 5 Online Support continued... Chat Live Mobile friendly and available 8am-5pm local time, chat live with our engineers for expedited issue resolution. Visit the Knowledgebase to chat live with Tech Support engineers at https://rockwellautomation.custhelp.com/app/ chat/chat_launch For information about how to chat, watch the video tutorial posted to the Support Center under the Support Center Training Menu or use the job aid posted in Knowledgebase Answer 452163. Organize Your Information Find My TechConnect acts as your personal information library. For information about how to use this feature, watch the video tutorial available at https://rockwellautomation.custhelp. com/app/answers/answer_view/a_id/35770/loc/ en_US#__highlight 6 Software, Firmware, and Other Updates Obtaining Updates The Toolkit Support contract enables you to download software updates via the Web for the products included in your Toolkit license. Please go to https://rockwellautomation.custhelp.com/ Your Toolkit serial number and Company Name are required to download update files. You can verify your registered serial number and Company name online by accessing your Partner Summary Report on the Partner Relationship Management (PRM) Portal at https://partners.rockwellautomation.com/ To download software or firmware updates, hot fixes or patches, navigate to https://rockwellautomation.custhelp.com/ and select "Compatability and Downloads" section from the left hand navigation. For More Information Visit https://www.rockwellautomation.com/ en-us/support.html or refer to the following websites for additional information about Rockwell Automation products and programs: Software Registration Transfer: https://activate.rockwellautomation.com/ Remote Support Programs: www.rockwellautomation.com/services/ onlinephone Partner Relationship Management (PRM) Portal: https://partners.rockwellautomation.com/ FactoryTalk® Activation Support If you experience a hard disk failure or an activation related problem, you should contact Rockwell Automation Technical Support at https://www.rockwellautomation.com/en-us/ support.html or by phone using the call in numbers listed on page 20. See this Guide for a list of international numbers by country and region, or use our Worldwide Locator online at https://rockwellautomation.custhelp.com Get Activation Support without picking up the phone! Online activation support, including Live Chat, Reference and FAQ documents, and Activation Forum is available on the Rockwell Automation Knowledgebase. Go to https://rockwellautomation.custhelp.com 13 7 Support Options Receive unlimited access to Rockwell Automation technical support engineers for real-time phone and electronic support. With deep knowledge of our hardware and software 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. Toolkit Support The toolkit license support agreement entitles the registered participant site to receive technical support that covers the product families defined within the Toolkit, and associated hardware. In order to receive phone support, when calling in you will need to provide your toolkit authorization number. The authorization number can be found in your toolkit activation welcome email. Partner Support (System Support) M-F, 8-5 With Partner Support (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. Partner Support (System Support) is available for both 8-5 and 24x7 support levels. Standard phone support hours are 8:00 am to 5:00 pm Monday-Friday (in time zone of the primary participating location) for TechConnect Support. Partner Support (System Support) 365x24x7 For companies needing support after 5pm or over the weekend for special projects or start-ups across the region, this option extends your hours of coverage to include weekends and holidays. Note: 24x7x365 support is not currently available on certain products, such as FactoryTalk ProductionCentre and KEPServer Enterprise. Toolkit Support does not include Legacy Support or Process Safety Support coverage. Participants may purchase a Legacy Support or Process Safety Support contract at a suggested discount through your local Rockwell Automation Distributor or Rockwell Automation sales office. For additional information on the specific features of your Toolkit support option, see the applicable program guide on the Partner Relationship Management (PRM) Portal at https://partners.rockwellautomation.com/ *Phone Support is not available on Rockwell Automation observed holidays unless you have elected for 24x7x365 support. A list of these holidays for all regions can be found via the Knowledgebase in article #819086. 14 8 International Numbers This User Guide is designed for global use. For local language information or support you may call the Customer Support number for your country. If your country is not included in the following list, please call the number listed for your region. EMEA +32.2.663.0600 Austria +43.732.38.909.99 Bahrain +971.4.321.1814 Belgium +32.2.716.84.11 Czech Republic +420.221.084.002 Denmark +45.70.110.109 Finland +46(0) 771 219219 France +33.825.30.31 32 Germany +49.2104.960.630 Greece +39 0230 249 577 +39 0230 249 578 Iceland +45 43 46 6006 Ireland +44.870.241.1802 Israel +39 0230 249 577 +39 0230 249 578 Italy 199.119.900 (Brescia, Milano, Padova) 199.119.922 (Bolognia, Napoli, Roma, Torino) Luxembourg +32 (0)2 716 84 11 Magyarorszag +43 (0) 732 38909 99 Mauritius +27 (0)860104373 Netherlands +31.297.543.543 Nigeria +27 (0)860104373 Norway +45 43 46 6006 Poland +48 (22) 459 66 07 Portugal +34 (0)93 295 90 00 Romania +420 (0)284 015 911 Russia +7 495 956 04 65 Slovakia +421.2.4058.1700 South Africa +27.11.654.9700 Spain +34.0902.309330 Sweden +46.0771.219.219 Switzerland +41.62.889.7777 Tanzania +27 (0)860104373 United Arab Emirates +971.4.321.1814 United Kingdom +44.870.241.1802 Asia Pacific +613.9896.0575 Australia 1.800.809.929 China 1.080.0610.0327 India +91.11.216.9085 Japan 00.44.2261.2142 Korea 0030.833.0004 Malaysia 1800.80.4851 New Zealand 0800.27.27.25 Singapore 800.186.1028 Taiwan 0080.133.3332 Thailand 001.800.3314.0008 Viet Nam +66.2.936.1500 Latin America +440.646.3434 Argentina 800.666.0320 Brazil +55.11.3618.8800 Bolivia +54.11.5554.4000 Caribbean +1.787.706.3940 Chile 800.53.0012 Colombia 01.800.700.2107 Costa Rica, Honduras 0800.013.1215 Mexico 001.888.365.8677 Nicaragua, +506.262.5495 Panama 001.800.203.3475 Paraguay +54.11.5554.4000 Peru 0800.535.36 Uruguay +54.11.5554.4000 Venezuela 800.1.00.3062 USA & Canada +440.646.3434 15 Connect with us. AADvance, Allen-Bradley, Anorad, ArmorBlock, ArmorConnect, ArmorStart, AutoMax, CENTERLINE, CenterONE, CIRCE, CNC, CompactLogix, Connected Components Workbench software, ControlLogix, Datapac, DriveExecutive, DriveExplorer, Dynamix, Emonitor, Enpac, Enshare, Enwatch, expanding human possibility, FactoryTalk, FactoryTalk Activation, FactoryTalk AssetCentre, FactoryTalk Batch View, FactoryTalk Batch, FactoryTalk eProcedure, FactoryTalk Gateway, FactoryTalk Historian Site Edition, FactoryTalk Historian, FactoryTalk Linx, FactoryTalk Network Manager, FactoryTalk Transaction Manager, FactoryTalk VantagePoint EMI, FactoryTalk View ME, FactoryTalk View SE, FlexLogix, GML, GuardLogix, IntelliCENTER, iTrak, Kinetix, MegaDySC, Micro800, MicroLogix, MiniDySC, MultiSight, OneGear, OptiSIS, PanelBuilder, PanelView, PanelView 5500, PanelView 800, PanelView Classic, PanelView Component, PanelView Plus, PhaseManager, Pico, PlantPAx, PLC-2, PLC-3, PLC-5, PowerBrick, PowerControl Builder, PowerFlex 1557, PowerFlex, PowerMonitor, ProcessLogix, ProDySC, RAPID Line Integration, RSBatch, RSBizWare, RSBizWare Historian, RSBizWare PlantMetrics, RSBizWare Scheduler, RSFieldbus, RSLinx Classic, RSLinx Enterprise, RSLogix 500, RSLogix 5000, RSLogix Emulate 5000, RSLogix, RSMACC, RSNetWorx, RSPower, RSSql, RSTestStand, RSView, RSView ME, RSView SE, RSView32 Active Display System, RSView32 WebServer, RSView32, SequenceManager, SLC, SLC 500, SMC, SoftLogix, Stratix, Studio 5000 Architect, Studio 5000 Logix Designer, Studio 5000, TechConnect, ThinManager, Trusted and XM are trademarks of Rockwell Automation, Inc. ControlNet, DeviceNet and EtherNet/IP are trademarks of ODVA, Inc. Trademarks not belonging to Rockwell Automation are property of their respective companies. Publication SYSINT-SP005B-EN-P April 2021 | Supersedes Publication SYSINT-SP005A-EN-P February 2021 Copyright © 2021 Rockwell Automation, Inc. All Rights Reserved. Printed in USA.Adobe PDF Library 15.0