Rockwell Automation Launches TechConnectIQ Remote Support Service

Rockwell Automation announced the release of its customer-focused, unified support platform, TechConnectIQ Support. The remotely accessible tech support solution provides access to technical support engineers, a digital assist library, AI-backed troubleshooting tools, and augmented reality (AR) tools for remote maintenance and support. This 24/7 support service helps customers resolve hardware and software issues in their industrial automation systems, reducing downtime, maintaining productivity, and improving responsiveness to changing production needs.

Digital onboarding modules allow customers to explore the full scope of what they can use within the TechConnectIQ Support experience. Image used courtesy of Rockwell Automation

TechConnectIQ Support

TechConnectIQ Support is designed to support manufacturers, facility operators, and onsite maintenance staff and engineers, whether they need flexible, remote, accessible troubleshooting of automation system issues, hardware or software configuration, or ways to maximize operational performance. When maintaining automation system operations is required to keep production online and moving, it pays to have an all-in-one troubleshooting system with diverse knowledge formats and responsive support to tackle issues as they arise. TechConnectIQ is offered to Rockwell customers using Allen-Bradley technologies through three tiers depending on desired operational needs: Basic, Standard, or Professional.

All three tiers offer online support center access, including a comprehensive knowledge base of more than 100,000 articles authored and updated by Rockwell Technical Support Engineers. Software maintenance and firmware updates provide access to software update downloads and eligible firmware releases to maintain cybersecure operations, optimize processes, and boost compatibility across customer automation systems. The Standard package provides 24/7 real-time support from engineers with expertise in industrial automation settings, helping with incident management and remote desktop troubleshooting. The click-to-connect service is available through Rockwell’s Online Support Center.

An overview of the capacities of the TechConnectIQ Support experience. Video used courtesy of Rockwell Automation

Users can also leverage scheduled callbacks with Rockwell’s Remote Support Team to troubleshoot non–mission-critical issues. The Live View Support tool enables augmented reality-guided displays and annotations coupled with live-feed expert support from Rockwell technicians. Lastly, the Standard package provides software updates alongside critical emergency software replacements.

The Professional package includes everything in the Basic and Standard packages, plus priority access, which places customers in the top tier for support and connects them quickly so automation system issues can be addressed as soon as possible. The Professional package also includes access to consultant-level engineers with years of experience and expertise to help handle questions about complex applications. Lastly, workforce assessment tools help evaluate workforce competency and establish a baseline.

Rockwell's TechConnectIQ Support experience is intended to serve as a robust center of digital support, reducing the need for call-outs and costly, time–consuming on-site visits that can halt critical production workflows. Access to the online knowledge base and live-feed calls with AR guidance provides ample opportunity for learning, knowledge exchange, and overall workforce growth. A readily accessible, remote digital tech support system like TechConnectIQ Support also fosters autonomy in solving automation system issues through expert guidance via person–to–person exchange or individual research and knowledge mining.