|
1. What is Obsolete Product Technical Support?
2. How/When are products obsoleted?
3. What support programs are available for these products?
4. What response time can I expect?
5. How is this support different from the current factory support?
6. What products are covered by this support program?
7. Why are we charging for support on these products?
8. How will this effect phone support for other products?
9. Are their exceptions to this program?
10. What other support options are available?
11. How is support sold?
12. Who is charged for support?
13. How do I initiate a call for support?
1. What is Obsolete Product Technical Support?
Obsolete Product Technical Support is technical phone support for mature Allen-Bradley Drives and Drive Systems products that are no longer available for sale and have been placed in the obsolete product category. Selected products from the inactive category have also been included.
2. How/When are products obsoleted?
All Allen-Bradley Drives products go through four stages from active product to obsolete product. The timing of each of these stages is dependent upon component availability as well as other factors. A typical timeframe is that obsolescence occurs seven years after the product becomes inactive. Definition of these four stages is:
Active In catalog and available for sale. Parts and service readily available.
Inactive No orders for new drives accepted, parts and service available.
Discontinued Sale of parts limited to available inventory. Repair services available.
Obsolete Repair services available on a limited basis, contingent on component availability. Recommended to transition to replacement products.
3. What support programs are available for these products?
Support is available from 7:00 am to 7:00 p.m. CST. Customers have the choice of four support programs:
Single incident stand-alone drive ($150/incident) - Customers are charged for each incident that they request support. Each incident may involve multiple calls to resolve a single problem. Customers can request the support via phone, fax, or e-mail.
Single incident system drive ($300/incident) - Customers are charged for each incident that they request support. Each incident may involve multiple calls to resolve a single problem. Customers can request the support via phone, fax, or e-mail
Site Contract stand-alone drive ($2500/product line) - Customers at a single site can call the support center as many times as they need for a period of one year. A site contract is sold by product line, i.e. 1334, 1362, 1379, etc. Customers can request support by phone, fax or e-mail.
Site Contract system drive ($4500/product line) - Customers at a single site can call the support center as many times as they need for a period of one year. A site contract is sold by product line, i.e. 1352, 1372, 1376, etc. Customers can request support by phone, fax or e-mail.
4. What response time can I expect?
Actual response time will vary depending on technician availability and the nature of the help requested. Average response time during normal support hours is 60 minutes or less.
5. How is this support different from the current factory support?
This support program replaces the no charge support previously offered. Phone support is provided by the same support specialists who are part of the Technical Support group.
6. What products are covered by this support program?
The following drives products are covered under this program:
Stand-alone drives 1313,1318,1330,1331,1332,1334,1335,1340,1351,1362,1379,1381,1396
Custom drives 1340,1350,1352,1371,1372,1373,1374,1375,1376
7. Why are we charging for support on these products?
The installed base of Allen-Bradley drives products goes back over 30 years. While we are committed to supporting this installed base, indefinite support is costly and difficult to perform. In order to maintain a staff of qualified technicians with the necessary hardware, software, product documentation and expertise required to support those products that are still in use at customer sites, it was necessary to go to a fee-based support offering.
8. How will this effect phone support for other products?
Support for products other than listed above will not be effected. All phone support will continue to be at no charge. Other products may be included at a later date, however, we do not anticipate adding any additional product before 2002.
9. Are their exceptions to this program?
Yes. There is no charge if a caller has a question on a part number or replacement part issue. Also, any migration questions, such as moving from a 1334 to a 1336PLUS will be answered at no charge to the caller.
10. What other support options are available?
We have populated our web site (http://www.ab.com/support/abdrives) with all available manuals and parts list for these products. This site will also recommend current Allen-Bradley product that may be used to replace older product.
11. How is support sold?
As customers call the Technical Support Group, they will have an option of buying either a Single Incident package or an Annual Site contract. Either may be paid for with a credit card or purchase order starting January 1, 2002. An invoice is mailed to the customer once the order is processed.
12. Who is charged for support?
Support is chargeable to all callers (end users, OEM's distributors, GMS, etc.)
13. How do I initiate a call for support?
The process for getting support on these products is no different that any other current product. Call the Technical Support line at 262-512-8176. The call attendants will take your order with either a PO or credit card and get your case to the appropriate technician to provide support. On average, a technician will initiate contact with the customer within 60 minutes.