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Experimenting with Web-based tech support

Frustrated with flipping through a manual to solve a tech support problem?

On-line tech support manuals can be a convenient resource.
On-line tech support manuals can be a convenient resource.

You might be surprised to find that a growing number of equipment makers offer up-to-date tech support information right on their web sites.

While the Web is no substitute for an in-house engineering staff or live support from actual vendor technicians, web-based tech support can be another information resource in a packager's tool kit.

One supplier with an extensive repository of technical product information is Rockwell Automation/ Allen-Bradley. Complete manuals for many of A-B's products can be found on-line at www.ab.com, along with detailed data sheets onA-B's line of industrial controls, sensors, drives and more. Also included is training information and schedules of classes.

From Rockwell Software, an extensive archive of software demos, updates and patches is available for immediate download.

For hardcore tech support problems, there's an "ask the experts" section where you can fill out a form and submit technical (or general) questions. The site promises your question will be "forwarded rapidly to the appropriate Rockwell Automation experts."

Although it doesn't fall under the "tech support" heading, the site currently offers an interactive sensor demo, an animation that can be downloaded right from the home page.

Unfortunately, the demo requires that your web browser have Macromedia's Shockwave plug-in, which isn't usually pre-installed with most web browsers. While the site gives directions on how to download and install the plug-in, we find that doing so is often more trouble than it's worth for all but the most hard-core Web users.

Videos from Enercon Industries Corp.
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