Remote Support Services
ESAFE Support
With ESAFE Support, you can choose from four service levels to obtain condition monitoring technical assistance and updates for many current and legacy (formerly Entek) products that will ensure you successfully reach your equipment reliability goals.
Whether you need help installing, configuring and maintaining equipment and software, diagnosing and fixing operating problems, or performing basic programming tasks, ESAFE delivers the tools and answers you need.
Benefits include:
- Simplify technical support management: one site agreement, coverage based on product families (not individual products), easily change coverage during agreement term.
- Reduce downtime, improve productivity, and reduce time to market by obtaining the technical information you need when you need it.
Software Support
Features¹ Service Levels Gold Silver Bronze Phone and E-mail Support (8am to 5pm local time, M-F)² Yes Yes Not
AvailableHot-fix Download via the Web Yes Yes Product Updates and Maintenance Yes Yes Priority Support Yes No Case Management and Reports No No Knowledgebase On-Line Support Requests³ Yes Yes ¹ESAFE features may vary by region. Contact your local Rockwell Automation sales office for ESAFE features in your country.
²Not Available on Rockwell Automation recognized holidays (U.S./Canada: Christmas, New Years Day. Outside U.S./Canada: Contact your local Rockwell Automation sales office).
³To use this feature you must enter your TechConnect or ESAFE contract authorization in your Knowledgebase user account profileHardware Support
Features¹ Service Levels Gold Silver Bronze Phone and E-mail Support (8am to 5pm local time, M-F)² Yes Yes Yes Firmware / Operating System Updates Yes Yes Yes Annual Calibration and Battery Replacement Yes Yes No Discount on instrument rental and non-warranty repairs Yes Yes No Priority Support Yes No No Extended Warranty (non-neglect repairs) Yes No No Loaner Equipment (for repairs/calibration longer than 3 business days in-house) No No No Case Management and Reports No No No Knowledgebase On-Line Support Requests³ Yes Yes Yes ¹ESAFE features may vary by region. Contact your local Rockwell Automation sales office for ESAFE features in your country.
²Not Available on Rockwell Automation recognized holidays (U.S./Canada: Christmas, New Years Day. Outside U.S./Canada: Contact your local Rockwell Automation sales office).
³To use this feature you must enter your TechConnect or ESAFE contract authorization in your Knowledgebase user account profile