Support
An experienced team of application engineers, trainers and consultants supports our customers in what is an active partnership. Our customers profit from a comprehensive service.
From product introduction to specific industry packages to engineering of pilot plants, WinCC OA specialists are available with valuable product know-how. In addition we provide extensive training services: from introductory courses for WinCC OA beginners to project-specific workshops for project engineers and decision-makers to special training for driver programming and API integration.
More information about the Online Support Request: https://support.industry.siemens.com/
You can submit your enquiries easily online, by means of a support request around the clock, i.e. 24 hours a day, 365 days a year.
Access to the online support request:
https://support.industry.siemens.com/cs/my/src
Your request will be received by Siemens Support, then further processing of your enquiry will be carried out by the ETM specialists, as previously, during Austrian office hours, Monday to Friday 9 am to 5 pm.
You can now submit your enquiries easily online, by means of a support request around the clock, i.e. 24 hours a day, 365 days a year.
Submitting service requests via mail is not possible any more.
After a service request is made the communication for this service request can be made via email. You'll get an email from the ETM support, when ETM is working on your service request. This mail can the be answered if you want to send us additional information.
At the online portal you can see the status of your service requests. Also it is possible to edit your service requests.
As has previously been the case, processing will be carried out by ETM specialists during Austrian office hours, Monday to Friday, 9 am to 5 pm.
Which information is necessary to open a service request for the WinCC OA support?
If a service request shall be send to the WinCC OA support please always include the following information.
- WinCC OA version: version-number + service-pack (if applicable)
- List of installed WinCC OA patches
- operating system
- system configuration: single-system, redundant system, distributed system
- detailed problem description and/or step by step description, how to reproduce the reported issue
Examples:
WinCC OA version: 3.17
Patchlevel: P011
operating system: Windows10 64bit
system configuration: redundant system
< ... detailed problem description ... >
WinCC OA version: 3.16
Patchlevel: P025
operating system: RedHat Enterprise 8
system configuration: distributed single system
< ... detailed problem description ... >
Customer Support
The Product Center - a team of highly qualified WinCC OA specialists and project engineers - is available for technical inquiries. The staff is responsible for all technical matters from product introduction to ongoing operation.
You can submit your enquiries easily online, by means of a support request around the clock, i.e. 24 hours a day, 365 days a year.
Your request will be received by Siemens Industry Support (1st Level), then further processing of your enquiry will be carried out by the ETM specialists (2nd Level), as previously, during Austrian office hours, Monday to Friday 9 am to 5 pm (CEST/CET).
When contact is first made, recording your master data may take some time. Please accept our apologies for this. A member of the ETM support team will then carry out further processing of your support request.
Online support request:
Under "My Requests" you will see an overview of all the support requests you have submitted using the online support request system, and the processing status of these.
How to access the online support request:
https://support.industry.siemens.com/
You will find a link "support request" on the right navigation pane under mySupport. Click on "support request" to open the Support Request page. This shows a navigation tree on the left side.
If you use this support for the first time, the creation of a personal profile is recommendable. This should be done before you start filling in your request!
If you are already registered please follow the steps under Support Request - new request.
The Guided tour in the help area will help you in case of further questions.
Support for current and past versions
The standard product support for Simatic WinCC Open Architecture (former PVSS) includes the current and the previous last 2 versions. This does not apply to customers with a corresponding maintenance agreement concluded with ETM. Should the need arise please contact us to discuss possible migration to a higher version.
ETM will support the following versions (this includes the ‘service packs’ SP1 and/or SP2 and any official patches):
| Date | Release | Supported Versions | ||
current | current -1 | current -2 | ||
| January 2020 | 3.17 | 3.17 | 3.16 | 3.15 |
| May 2021 | 3.18 | 3.18 | 3.17 | 3.16 |
| December 2022 | 3.19 | 3.19 | 3.18 | 3.17 |
| .. | ||||
Only registered inquiries can be handled with the appropriate priority. The ETM-support is classifying each and every case. For that purpose information about WinCC OA version and used platform are needed.
Following priorities are designated:
| +++ Prio A +++ | ||
| Problem indicator: | crash of a WinCC OA process, system inoperable or similar | |
| Analysis time: | 3 business days | |
| +++ Prio B +++ | ||
| Problem indicator: | restricted operation possible, only time-/cost expensive work-around is possible | |
| Analysis time: | 8 business days | |
| +++ Prio C +++ | ||
| Problem indicator: | standard questions about product, features and minor bugs | |
| Analysis time: | 14 business days |
Note:
Please note that the mentioned times are average processing times and will be applied only if your contract does not provide any other proceeding.