Rockwell Automation has launched TechConnectIQ℠ Support, a remote support service designed to help manufacturers troubleshoot industrial automation systems, reduce downtime and access software and firmware updates. The service is currently available to single-site contract customers in North America and is planned for expansion to additional regions in 2027. It operates 24 hours a day, seven days a week, throughout the year, providing access to Rockwell Automation technical support engineers for installation, configuration, troubleshooting and issue resolution.
The new service is aimed at manufacturers facing increasingly complex automation systems and limited availability of on-site technical personnel. It combines remote access to technical specialists with digital tools and information to help maintenance, engineering and operations teams address equipment and software issues.
“Manufacturers are being asked to do more with fewer resources and support needs to keep pace,” said Matt Fordenwalt, senior vice president, Lifecycle Services, at Rockwell Automation. “TechConnectIQ brings together our expertise and AI capabilities to help customers stay productive when on-site resources are limited.”
TechConnectIQ provides web-based access to specialists, including scheduled callbacks and live support. Customers can also use the myRockwellAutomation TechConnect hub to view installed-base information and support history. The service consolidates hardware and software support under three tiers — Basic, Standard and Professional. This structure is intended to make it easier for customers to select support based on their operational requirements.
The platform also includes AI-based support tools such as federated search, augmented reality guidance and instructional videos. These tools can help maintenance teams find technical information and carry out remote support activities without requiring an immediate on-site visit.
“For more than 20 years, customers have relied on Rockwell’s TechConnect service to keep their operations running,” said Bill Prather, lead product manager for production optimization at Rockwell Automation. “TechConnectIQ builds on that trusted foundation and reflects what customers told us they need today. We modernized the experience while maintaining the reliability they expect from Rockwell.” The company said remote support can reduce the requirement for field visits while giving customers faster access to technical knowledge and product updates.
Rockwell Automation, headquartered in Milwaukee, Wisconsin, employs approximately 26,000 people and serves customers in more than 100 countries. The company provides industrial automation, control, information and digital transformation technologies for manufacturing and other industrial sectors.
