Support
An experienced team of application engineers, consultants and trainers 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 (register first, if not already done): https://support.industry.siemens.com/cs/my/src
As one of the next steps you’ll be asked to select the type of service (select “Product support”) in combination with some other important questions to be answered.
After finishing your service request creation, your request will be initially checked by Siemens Industry Support and further detailed processing of your enquiry will be carried out by the ETM specialists during Austrian office hours, Monday to Friday 9 am to 5 pm (CET / CEST).
Communication / Pro-activity:
After a service request has been created and successfully passed the Siemens Industry Support pre-checks, you'll be actively contacted via email by the WinCC OA product support, as soon as it has been dispatched to the dedicated ETM specialists.
As you expect to interact with a technical expert on our side, we also expect to get a well-founded technical counterpart of your company, who can assist our analysis tasks as effective as possible, by delivering clarification answers, logs or other requested data in time.
At the online portal you’re able to check the status of your service requests and it is also possible to send us your related information directly via this portal.
Which information is necessary to open a service request for the WinCC OA support?
For speeding up the analysis process and for avoiding time consuming roundtrips in fetching all necessary information, please always include the following information.
- WinCC OA version and patch level
- Operating system (incl. kernel/build version)
- system configuration: single-system, redundant system, distributed system, …
- detailed problem description and/or step by step description, how to reproduce the reported issue.
- Relevant logfiles, error outputs, progs, config, …
- Your ticket id and/or container id of your WinCC OA development license
- Your ticket id and/or container id of your WinCC OA plant license in combination with a software service (SUS/SMS).
Example:
WinCC OA version and patch level: 3.19-P003
operating system: Windows10 64bit
system configuration: redundant system
< ... detailed problem description ... >
Mainline Support of WinCC OA
The standard product support for SIMATIC WinCC Open Architecture includes the current and the previous last 2 versions. This does not apply to customers with a corresponding maintenance agreement concluded with ETM.
Currently the following WinCC OA - versions (this includes the ‘service packs’ SP1 and/or SP2 and any official patches) are supported:
| Date | Release | Supported Versions | ||
current | current -1 | current -2 | ||
| May 2021 | 3.18 | 3.18 | 3.17 | 3.16 |
| December 2022 | 3.19 | 3.19 | 3.18 | 3.17 |
| July 2024 | 3.20 | 3.20 | 3.19 | 3.18 |
| .. | ||||
Attention: As Product Support is not intended to be misused as product training or as a kind of designing / coding / projecting support for your personal tasks, we reserve our right to refer to other specialized services!
| Request | Intended Service |
| Simple or general technical questions | Online Documentation / Chatbot, Portal / Whitepapers / Guidelines… |
| Assistance in error reproduction | Consulting |
| Project specific issues / coding stuff / dimensioning / optimization | Consulting |
| Tender processing / project dimensioning | Consulting / pre-sales |
| General licensing questions | WinCC OA regional sales staff / pre-sales |
| IT and infrastructure topics | Consulting |
| 3rd-party issues | Consulting or 3rd-party product support |
| General Knowledge development | Training department / courses |
Consulting hours can be ordered here.
Only registered inquiries can be handled with the appropriate priority. The ETM-support is classifying each case. For that purpose, information about WinCC OA version and used platform are needed.
Following priorities are designated:
| Priority | Issue indication | Analysis time |
| A | crash of a WinCC OA process, system inoperable or similar | 3 business days |
| B | restricted operation possible, only time-/cost expensive work-around is possible | 8 business days |
| C | minor bugs or usability issues | 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.