S U P P O R T USER GUIDEP a r t s M a n a g e m e n t A g r e e m e n tTable of contents1. Introduction2. How to Contact for Support3. Component and Equipment Storage Guidelines4. Component Handling Procedures and Guidelines5. Inventory Replenishment Process6. Inventory Change Process7. Inventory Audit Process1. IntroductionWith a Rockwell Automation Parts Management Agreement, we are committed to helping you optimize your inventory and reduce overall inventory costs. This User Guide includes detailed information on how to use your Parts Management Agreement, including how to store inventory, replenish parts and how to get technical support. Please review all components carefully so that you receive the maximum benefit from your agreement.1.1. About Parts Management AgreementsA Parts Management Agreement provides ready access to Rockwell Automation-owned spare partinventory, without the upfront costs and risks associated with purchasing spares upfront. This helpsreduce operating costs to maintain, repair, and manage inventory. With this agreement, RockwellAutomation owns and manages your spare parts inventory.Parts and coverage are for the location listed within the Parts Management Agreement and cannot beused by or transferred to, any other location. At the beginning of the agreement, Rockwell Automation willprocure the parts specified in your Bill of Materials and parts will generally arrive at your facility within ~45days (for Offsite Parts Management Agreements, parts will be procured and stored offsite instead). SeeComponent and Equipment Storage Guidelines for how to store these parts in your onsite inventory.When you need a spare part, such as to replace an inoperative component from production, simply takethe needed part out of inventory and let Rockwell Automation know. Rockwell Automation will note thatthe part has been used and replenish your inventory stock, so you always have another spare available. SeeInventory Replenishment Process for details. To confirm you always have the spares and quantities youneed, Rockwell Automation Auditors will also schedule onsite visits (typically 1-4 per year) to your facility,and help replenish any used inventory that was not reported. See Inventory Audit Process for details.As your production needs and installed base change, you can take advantage of inventory flexibility toadd or remove parts from your Bill of Materials, so you always have the parts you need and minimizeobsolescence. See Inventory Change Process for details.2. How to Contact for SupportIf you have questions about your Parts Management Agreement, need to replenish or repair a part used from inventory, or receive support with your agreement, please call 440-646-3434 (this is a North American phone number, for all other regions, access our support phone number list). The urgency of your situation should be communicated to the phone support specialist at the beginning of the call. Please categorize the situation into one of the following levels:1. Normal: Questions involve problems or issues that have minimal or no immediate impact on youroperation or business. It is acceptable if the problem is not resolved on the initial call.2. High: Questions involving problems or issues that have a direct impact on your operation or business.The system or process remains operational, but not with full capacity. A high direct situation requiresimmediate or same day resolution. (Depending on the nature of the inquiry, same day resolution may notbe possible.)3. Down: The system or process is down and requires immediate response.3. Component and Equipment Storage GuidelinesAll equipment and component parts stored onsite need to be stored and kept within the following environmental pa-rameters:Component LocationParts included on the Parts Management Agreement must be stored in a segregated location from Customer owned inventory. The respective parts may be maintained in the same storeroom, but must be stored in a manner that will allow easy identification of Rockwell Automation owned inventory versus customer owned inventory.Component PackagingAll parts must be kept in the original packaging. If not, the packaging must be retained for future use. TemperatureAmbient -31°F to +158°F (-35°C to +70°C)Humidity5 to 95% non-condensingEMF & ESDAll components should not be stored within or adjacent to high electromagnetic fields or in a place that could give cause or rise to electrostatic discharge.ParticlesComponents should not be stored in an area where they could be or are exposed to high levels of particles suspended within the air.VaporsComponents should not be stored in an area where they could be or are exposed to high levels of corrosive vapors suspended within the air.Shock15 G peak for 11ms duration (±1.0ms)Vibration0.006 (0.152 mm) displacement 1G Peak4. Component Handling Procedures and GuidelinesThe printed circuit boards or cards are sensitive to high voltages, such as those present in static discharge. These cards contain sensitive circuit components and integrated circuits.It is expected that all personnel handling parts will be made aware of the high value of the circuit boards and the potential damage that can be caused by mishandling, i.e. static electricity breaking down semiconductors and physical damage caused by poor and inadequate packing.The boards are protected adequately only when installed in their processor or I/O chassis or packed inside the anti-static bag or carton in which they are shipped. To avoid static damage when the board is handled outside its enclosure, the following practices and procedures are recommended:ROCKWELL AUTOMATION PUBLISHED MAINTENANCE PROCEDURES SHOULD BE FOLLOWED AT ALL TIMES AND TAKE PRECEDENCE OVER THE FOLLOWING POINTS:• Turn off power to the board or processor and I/O chassis before removing or inserting a printed board.• When powering up a system before installation is complete, terminate all loose wires within the cabinet.Make sure that power is off when any wiring is being done.• When handling boards, full electrostatic discharge (ESD) precautions should be observed. Personnel should be grounded via a wrist strap or other suitable attachment at all times.• All test equipment and handling equipment / tools (i.e. screwdrivers, pliers, etc) should be grounded by touching the metal chassis with the tool prior to touching the printed circuit boards.• Boards should be handled / transported to and from job site in their protective bags. Do not carry unprotected boards as electrostatic discharge (ESD) damage can occur.• When shipping a suspected defective board, pack it in its protective bag before placing it in the shipping carton.• Do not allow unprotected boards to come in contact with Styrofoam packing material. Do not use polystyrene or plastic packing material.• Parts should be stored in cartons and placed in well-ventilated, low humidity areas.• All parts received, which are poorly packed or damaged, should be reported to the source that sent the goods.5. Inventory Replenishment ProcessYellow: CustomerOrange: Local DistributorBlue:Rockwell AutomationReplenishment orderedReplenished unitshipped to shipping addressWhich Repair Service Level?Quote from Distributor for repair part Quote fromDistributor for repair part Quote fromDistributor for repair partEconomy (2‐3 weeks)Standard(~5 business days)Priority(Overnight)Failed core shipped to Remanufacturing facility Unit isremanufactured & repaired Remanufactured unit shipped to shipping address Failed core shipped to Remanufacturing facility Unit is prioritized for repair ‐OR‐ if exchange isavailablereplacement/exchange unit maybe shipped within 24 hoursRemanufactured (orexchanged) unitshipped to shipping addressReplacement(exchanged) unit isshipped next day air from HUB within 24 hours, prior toreceiving failed core Failed core shippedto Remanufacturing facility5.1. Economy:• Takes a used piece of equipment to “like new” or better condition by following a 7-step process to extend the life of the equipment• Typically takes 2-3 weeks for the new part to be shipped5.2. Standard:• Same restoration of used piece of equipment but with a faster delivery of new part within 3-5 days of notification from end user’s failed part• Free shipping of unit if returned within 15 days• Core must be returned to Rockwell Automation within 15 days of customer’s receipt of exchange module. If not returned, customer is subject to pay replacement costs of unit5.3. Exchange:• Same restoration of used piece of equipment and the part is delivered within 24 hours of order being received by Rockwell• Free shipping of unit if returned within 15 days• Same restoration of used piece of equipment and the part is delivered within 24 hours of order being received by Rockwell• Free shipping of unit if returned within 15 days• Emergency service 24x7x365• C ore must be returned within 15 days to Rockwell Automation of customer’s receipt of exchange module. If not returned, customer is subject to pay replacement cost of unit5.4. Third Party Parts:• All Third Party parts must be purchased at end of contractOrange: Local Distributor Blue: Rockwell AutomationOrange: Local DistributorBlue: Rockwell Automation7.1. Rockwell Automation Audit Checks:• Parts that are opened• Parts that are missing or out for repair• Addition or deletion of parts• Boxes dirty or deteriorating• Storage conditions such as; air conditioned location, particulate in air and non-segregated inventoryAllen-Bradley, Expanding Human Possibility, Installed Base Evaluation, PartnerNetwork are trademarks of Rockwell Automation, Inc. Services may vary by region.Trademarks not belonging to Rockwell Automation are property of their respective companies.Publication GMSA-UM002A-EN-P - September 2021Copyright © 2021 Rockwell Automation, Inc. All Rights Reserved. Printed in USA.。
