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Rockwell Support

Superior customer-tailored software support for licensed, open-source, and internal software products.

Products/Rockwell Support

Overview

An innovative approach to software maintenance and support that wraps customer-centric care around product-centric support. Customers accomplish more, run more reliably, and manage investments more smartly with Rockwell.

Ideal For:

Government entities seeking to increase value from software investments.

Cloud & Infrastructure

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Lighthouse Heritage

Named to evoke the reliability and steadfastness of American lighthouse heritage, keeping operations running smoothly.

Key Capabilities

1

Capability

Reduce "shelfware" or underutilized licenses by predictably identifying and completing support tasks.

2

Flexibility

Shifting support needs as the customer ecosystem evolves, including allied products like SSO, VPNs, and DevOps.

3

Collaborative

Working closely with customer teams to align with resource availability and specialized skillset capacity.

Business Value

Achieve intended results from software investments
Demonstrating software features and functionality
Executing software roadmap and releases
Mapping licenses to utilization objectives
Coordinating provider support more effectively
Increasing confidence in software asset management
Rockwell Support logo

How Rockwell Support Works

A comprehensive drill-down into the third-party software support and maintenance activities delivered through a Rockwell Software Support Agreement.

The Rockwell Software Support Agreement provides structured, engineering-driven third-party software support and maintenance for government agencies operating enterprise platforms such as Salesforce Customer 360, ServiceNow, Microsoft Dynamics, and similar systems. Activities focus on operational sustainment, optimization, and lifecycle maintenance aligned with IEEE SWEBOK v4 knowledge areas. The scope applies across COTS, SaaS, Hybrid, Custom, and Legacy systems and can support 300+ software products within an agency's operational environment.

Addressing defects or failures discovered during production operations.

Troubleshooting application errors
Debugging automation workflows
Diagnosing failed integrations
Root cause analysis of system faults
Data integrity correction
Configuration defect remediation
Patch-level compatibility investigation
API failure analysis
Data synchronization correction
Workflow execution error resolution
Metadata corruption recovery
Log analysis and system diagnostics
Recovery planning for failed updates
Performance bottleneck identification
Security misconfiguration correction
Fixing broken dashboards or reports
Resolution of failed notifications or triggers
Identity and access misconfiguration corrections
Integration retry mechanisms
Batch job failure analysis

Government Platform Examples

Salesforce Customer 360

  • -Apex trigger failures
  • -Flow automation faults
  • -Field-level security conflicts
  • -Integration failures with ERP or GIS systems

ServiceNow

  • -Broken workflows
  • -Service catalog automation failures
  • -Incident automation rule conflicts
  • -Plugin compatibility issues

Microsoft Dynamics

  • -Workflow logic errors
  • -Business rule failures
  • -Form rendering problems
  • -Integration connector issues

Adjusting systems to remain operational as technology environments change.

Compatibility adjustments after vendor platform updates
Updating integration endpoints
Authentication protocol changes
Adjusting API versions
Cloud platform changes
Security certificate rotations
Vendor feature deprecations
Identity provider changes
Compliance-driven adjustments
Browser compatibility fixes
Mobile client compatibility updates
External service interface adjustments
Infrastructure modernization impacts
Network architecture changes
SaaS release change adaptation
Data model adjustments due to policy updates
Schema updates
Service endpoint changes
SSO architecture adjustments

Government Platform Examples

Salesforce

  • -Adjusting automation due to Salesforce seasonal releases

ServiceNow

  • -Platform family release compatibility

Microsoft Dynamics

  • -Azure identity changes
  • -API updates

Improving performance, usability, or efficiency of an existing system.

Workflow optimization
Automation refactoring
Query performance improvements
Data model cleanup
Removal of redundant logic
Dashboard performance tuning
UI usability adjustments
Data indexing improvements
Reduction of technical debt
Code refactoring
API performance optimization
Job scheduling improvements
Storage efficiency improvements
Monitoring enhancements
Notification optimization
Automation consolidation
Error-handling improvements
Log management improvements

Reducing the risk of future operational issues.

Code health reviews
Configuration audits
Platform upgrade readiness checks
Security posture reviews
Integration dependency reviews
Backup and recovery validation
Environment stability assessments
Version compatibility reviews
Automation risk reviews
Technical debt identification
Dependency mapping
Configuration drift detection
Disaster recovery readiness reviews
Monitoring framework reviews
Patch readiness reviews
Configuration baseline documentation
Configuration drift analysis
Version control support
Metadata change tracking
Environment comparison
Configuration promotion review
Configuration rollback preparation
Change traceability
Dependency mapping
Release readiness reviews
Integration configuration management
Configuration governance advisory
Change approval advisory
Artifact management
Deployment pipeline oversight
API monitoring
API performance diagnostics
Endpoint troubleshooting
Integration data mapping corrections
Authentication troubleshooting
Message queue monitoring
Middleware troubleshooting
Data transformation adjustments
Retry logic corrections
Event processing troubleshooting
Batch synchronization correction
Cross-platform authentication support
GIS integration sustainment
Identity provider integration adjustments
Document management integrations
Notification service integrations
Payment system integrations
Data warehouse synchronization
Data quality analysis
Data repair scripts
Duplicate record resolution
Data migration corrections
Metadata validation
Data lifecycle policy support
Data retention compliance alignment
Archive management
Data indexing optimization
Reporting data corrections
Data synchronization validation
Integration data reconciliation
Data validation rule adjustments
Role-based access control reviews
Permission set auditing
Identity federation troubleshooting
Multi-factor authentication adjustments
Security configuration validation
Audit log monitoring
Access certification support
Policy enforcement checks
Vulnerability remediation
Platform security posture reviews
Compliance alignment adjustments
Incident forensic support
Encryption configuration verification
Authentication protocol updates
Regression testing support
Test automation maintenance
Test environment validation
Test data preparation
Validation of bug fixes
Integration test validation
Release candidate verification
Operational acceptance testing support
Test coverage analysis
Test script maintenance
Continuous testing support
System performance monitoring
Resource utilization analysis
Query performance tuning
API latency analysis
Service response diagnostics
Capacity planning advisory
Load analysis
Stress test evaluation
Job scheduling optimization
Queue backlog monitoring
Architecture advisory for operational systems
Technical standards guidance
Change control participation
Release planning advisory
Technical documentation reviews
Platform usage policy alignment
Data governance advisory
Technical roadmap discussions
Operational metrics development
Technology lifecycle planning
Administrator skill development
Developer code maintenance techniques
Platform governance training
Automation maintenance training
Data management best practices
Security configuration training
Integration troubleshooting training
Platform diagnostics training
Monitoring and alerting practices
DevOps pipeline operations
Software maintenance practices
Incident troubleshooting training
Configuration management training
Release management practices
Technical documentation practices
Operational analytics training
System architecture documentation
Integration diagrams
Data flow documentation
Configuration baselines
API documentation
Operational runbooks
Incident response procedures
Release documentation
Platform governance documentation
Troubleshooting guides

Coverage Across Software Environments

The Rockwell support model sustains complex mixed environments where all of these coexist.

COTS Platforms

  • Salesforce Customer 360
  • ServiceNow
  • Microsoft Dynamics
  • SAP
  • Oracle Applications

SaaS Platforms

  • Cloud CRM
  • Workflow Automation
  • Collaboration Platforms
  • Analytics Platforms

Hybrid Systems

  • Cloud SaaS integrated with on-prem systems
  • Hybrid identity infrastructure

Custom Applications

  • Agency-specific workflow systems
  • Custom reporting applications
  • Case management platforms

Legacy Systems

  • Mainframe integrations
  • Legacy databases
  • Proprietary government applications

Structuring a Rockwell Software Support Agreement

A Rockwell agreement is assembled through a shared understanding between FARO Software Solutions and the customer regarding operational systems, criticality, complexity, platform maturity, and expected maintenance demand.

1

Operational Environment Review

The parties develop a shared understanding of the operating landscape.

Platforms in production
Number of operational systems
Number of integrations
Data volumes
Security posture
Regulatory considerations
Agency workforce skill levels
2

Maintenance Scope Definition

The support scope is collaboratively established.

Corrective maintenance
Adaptive maintenance
Preventive maintenance
Perfective maintenance
Security maintenance
Integration sustainment
Performance optimization
Documentation maintenance
Skill Upscaling
3

Determining Support Volume

The expected volume and complexity of maintenance activity drives the number of software maintenance SKUs required.

Number of operational systems
Complexity of integrations
Number of users
Frequency of vendor updates
Data volumes
Regulatory environment
Platform maturity
Automation complexity
4

Fixed vs. Variable Maintenance

Certain maintenance categories are predictable, while others are more variable and require flexible allocation.

Predictable: patch compatibility review, configuration validation, documentation, monitoring, health checks
Variable: automation enhancements, workflow optimization, integration adjustments, performance improvements
5

Service Blocks (Maintenance SKUs)

Rockwell agreements use Service Blocks to represent the capacity available for maintenance. Agencies may maintain a reserve allocation to address emerging operational needs such as vendor platform changes, new regulatory requirements, or integration evolution.

Corrective maintenance
Adaptive maintenance
Preventive maintenance
Perfective maintenance
Skill Upscaling
Documentation updates

IEEE SWEBOK v4 Alignment

The Rockwell support framework aligns with the Software Engineering Body of Knowledge (SWEBOK v4), focusing on maintaining and advancing operational software systems throughout their lifecycle rather than replacing them.

Structured software maintenance processes
Configuration management discipline
Traceable change management
Quality assurance practices
Operational sustainability of software assets
Engineering-driven support models

Technology Ecosystem

Compatible platforms and tools in the product ecosystem.

MicrosoftOracleIBMRed HatAWSServiceNowSalesforceMicrofocusBroadcomJava / C# / .Net

FARO Differentiators

What you can count on with every FARO solution.

Pre-Engineered Solutions

Low-risk, proven solutions that reduce delays in implementation.

Cloud Friendly

Works with any FedRAMP Moderate public cloud environment.

Named Team Support

Integrated resources that align as an extension of your existing team.

Managed Deployment

Fully managed or shared responsibility deployment models.

Compliance Support

NIST, FIPS, HIPAA, and state-specific compliance and audit assistance.

24/7 Support

Around-the-clock support including night and weekend deployments.

Sabine