Rockwell launches remote support service to help resolve issues faster
28 August 2026 
Rockwell Automation has launched remote support service designed to help manufacturers to cut downtime, resolve problems faster, and simplify software and firmware updates. The TechConnectIQ service makes it easier for maintenance, engineering and operations teams to get help when issues arise. It provides faster access to Rockwell’s experts and digital resources, helping teams to stay productive and respond more effectively to challenges.
Technical support engineers, available around the clock, 365 days a year, will assist with installation, configuration, troubleshooting and issue resolution across industrial automation systems. The service will reduce the need for on-site field visits and help teams to work more efficiently through improved access to knowledge and updates.
“Manufacturers are being asked to do more with fewer resources and support needs to keep pace,” explains Matt Fordenwalt, senior vice-president for lifecycle services at Rockwell Automation. “TechConnectIQ brings together our expertise and AI capabilities to help customers stay productive when on-site resources are limited.”
Benefits of the new service are said to include:
- Real-time access to specialists through Web-based tools with scheduled callbacks and live support
- Improved data visibility via the myRockwellAutomation TechConnect hub, including installed base and support history
- Simplified support structure with consolidated hardware and software coverage and three support tiers: basic, standard and professional
- AI-support tools including federated search, augmented reality guidance and instructional videos to assist with maintenance and remote support tasks
The new service is available now for single-site contract customers in North America, and there are plans to add other regions in 2027.
“For more than 20 years, customers have relied on Rockwell’s TechConnect service to keep their operations running,” says Bill Prather, lead product manager for production optimisation at Rockwell Automation. “TechConnectIQ builds on that trusted foundation and reflects what customers told us they need today. We modernised the experience, while maintaining the reliability they expect from Rockwell.”
