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: http://www.siemens.com/industry/supportrequest

You can submit your enquiries easily online, by means of a support request or telephone around the clock, i.e. 24 hours a day, 365 days a year.

Access to the online support request:
https://support.industry.siemens.com/My/ww/en/requests#createRequest

RegionPhone
Europe+43 2682 741 62800
+49 911 895 7222
America+1 423 262 2960
Asia / Pacific+86 10 6475 7575

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 or via telephone 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.

When a request is made by telephone, an employee working on the Siemens hotline will record your enquiry. 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 call you back.

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.

  • PVSS / WinCC OA version: version-number + service-pack-level + bit-architecture (32bit / 64bit)
  • list of installed PVSS / WinCC OA patches
  • operating system
  • system configuration: single-system, redundant system, distributed system
  • detailed problem description

Due to the fact that WinCC OA 3.11 also supports 64-bit operating systems detailed information is required which type of operating system and WinCC OA version is installed.

Examples:

WinCC OA version: 3.11 64bit
Patches: none
operating system: Windows7 64bit
system configuration: redundant system

< ... detailed problem description ... >

WinCC OA version: 3.9+SP1 32bit
Patches: P009, P015
operating system: RedHat Enterprise 5
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 or telephone around the clock, i.e. 24 hours a day, 365 days a year.

RegionPhone
Europe+43 2682 741 62800
+49 911 895 7222
America+1 423 262 2960
Asia / Pacific+86 10 6475 7575

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.

When a request is made by telephone, an employee working on the Siemens hotline will record your enquiry. 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:

Using the online support request, you can send your request directly to the ETM Support team.
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:
http://www.siemens.com/industry/supportrequest

How to access the online support request:
http://support.automation.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):

DateReleaseSupported Versions
  

current

current  -1

current  -2

December 20153.143.143.133.12
January 20173.153.153.143.13
May 20183.163.163.153.14
..    

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.