Provozní doba nouzové podpory (pouze kritické problémy)
Emergency telephone support is available for customers who have purchased Silver Support Service or Gold Support Service to address critical priority situations in which the software production installation ceases to function entirely or causes a severe disruption to operations. By making an emergency call, customers will be connected to the available on-stand-by support engineer, that will take charge of the reported incident and, if necessary, will connect the customer to the most expert support engineer available.
Important: The recommended method for submitting a critical incident is to submit a new case via the 24/7 Support Center website: https://support.sw.siemens.com/en-US/
Please reserve emergency phone calls for the following situations only:
Incidents that result in a severe disruption to operations and require immediate assistance from a Siemens Software Global Support engineer, and you are unable to submit the case on the Siemens Software Support Center website: https://support.sw.siemens.com/en-US/
You need immediate attention from Siemens Software Global Support on a critical update or reoccurrence of an existing P1 Critical incident.
This applies to both Silver and Gold Support Services.
Locate your region and the product you need support for in the table, and follow these steps:
IMPORTANT:
Normal business hours
You will be presented with two options of creating a new case or checking the status of an existing case.
Outside of business hours
You will be prompted to access the emergency phone menu.
We have all the support resources you need in one easy-to-use location: personalized content, an extensive knowledgebase, a powerful search and an intuitive navigation. In the Support Center, you can: