Product category:
Maintenance Services
News Release from: Rockwell Automation | Subject: Active support service
Edited by the Processingtalk Editorial
Team on 15 March 2005
Active Support for fixed cost in
technical support
Rockwell Automation introduces Active Support, a new service allowing customers to purchase pre-paid days of on-site technical support from an experienced Rockwell Automation engineer
Rockwell Automation introduces Active Support, a new service allowing customers to purchase pre-paid days of on-site technical support from an experienced Rockwell Automation engineer These visits can be used for any purpose, such as network troubleshooting, production line start-up or changeover, PLC programming or process optimisation
This article was originally published on Processingtalk on 13 Aug 2008 at 8.00am (UK)
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Customers can purchase 1, 2 or 3 days per year, and if these are not used within the year, a "no claims discount" is applied in the following year contract.
Manufacturers with a Tech Connect technical support contract also qualify for discounted rates on Active Support.
Unlike other service support contracts, Active Support is fully inclusive, and the annual cost covers all travel and other expenses, allowing manufacturers to budget accurately.
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All Active Support customers are entered onto the Rockwell Automation database, which includes details of the installed base, call history and support provided, ensuring engineers visiting the site has all the information required to provide a rapid, effective service at their fingertips.
Leading manufacturers have already seen the value in Active Support and begun to sign the first contracts in Europe, Middle East and Africa.
One, a leading packaging OEM based near Bologna, the "Packaging Capital" of Italy, is a long-standing Rockwell Automation customer, and within a few days of the Active Support launch the Rockwell Automation account manager had presented the new service.
Just two days later came the news that the company had signed a contract for three days support.
"Active Support has been very well received in Italy, where we have a good market for such services among our particular customer base," says Fabrizio Conte at Rockwell Automation Milan office.
"When any of our existing customers calls for field service support we propose this package, as it offers very good value for money." With so many packaging OEMs around Bologna, a key service offered by the 10 Active Support engineers based in Milan will be assistance in developing motion control and drives systems.
Manufacturers in Europe, the Middle East and South Africa are continuing the drive to boost productivity by improving plant uptime whilst cutting maintenance repair and operations (MRO) costs.
Active Support provides cost certainty for the majority of a manufacturers technical support requirements, enabling them to plan ahead with more confidence. Request a free brochure from Rockwell Automation ...
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