Support
Global and Premium Support resources
Find support information for Siemens Digital Industries Software products and services.
Global Support resources
A great option for support is to log-in to Support Center. If you are unable to sign in, phone support numbers and hours are listed below by region.
REGIONAL PHONE SUPPORT
Normal business hours for PLM, Polarion, Motion Control, Simcenter, and MOM
North America (PST): 5:00-17:00 (MOM 5:00-14:00)
Brazil (EAST): 8:00-17:00 (MOM 9:00-17:00)
US and Canada only
1 800 955 0000
North America
+1 714 952 5444
Latin America
Mexico, Central America, South America (except Brazil)
+55 5261 4796
Brazil
+55 11 4228 7611
REGIONAL PHONE SUPPORT
Normal business hours for PLM, Polarion, Motion Control, Simcenter, and MOM
Japan (JST): 9:00-17:30 (MOM 9:00-18:00)
China (CST): 9:00-17:30 (MOM 8:00-17:00)
India (IST): 8:00-17:00 (MOM 8:00-14:30)
ASEAN
+65 6843 1073
Australia
1 800 636 471
China
800 810 1970 or +86 21 22086635
Hong Kong
+852 2230 3322
India
1 800 102 4822 or +91 20 40282100 or +91 20-39182200
Japan
+81 3 5354 5311 or 0120 666 388
Korea
+82 2 559 5854
New Zealand
+91 20 4028 2100
REGIONAL PHONE SUPPORT
Normal business hours for PLM, Polarion, Motion Control, Simcenter, and MOM
Western Europe (GMT): 8:00-17:00 (MOM 8:00-17:00)
Central Europe (CET): 8:00-17:00 (MOM 9:00–18:00)
Middle East (TRT): 8:00-17:00 (MOM 10:00-19:00)
Austria
+43 732 377 550 38
Belgium
+32 1 638 4672
Czech Republic
+420 266 790 444
France
+33 1 71 22 54 11
Italy
800 900 047
Spain
+34 900 87 88 80
Sweden
+46 8 506 990 80
United Kingdom
+44 1276 413333
Premium Support and other product resources
When to make an emergency call for Manufacturing Operations Management
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:
For new critical incidents
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/
For critical and important updates on existing P1 incidents
You need immediate attention from Siemens Software Global Support on a critical update or reoccurrence of an existing P1 Critical incident.
How to make an emergency call for Manufacturing Operations Management
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:
- Dial your local Customer Support phone number listed above.
- Press "0” to enter the emergency support menu.
- Enter one of the 5-digit PINs from according to the product and region. Find this number here: MOM Emergency Support
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.
Visit Manufacturing Operations Management (MOM) Emergency Support
After-hours telephone support is available for customers who have purchased a maintenance contract to address critical priority situations in which the software production installation ceases to function entirely or causes severe disruption to operations.
Support Cloud is an entitlement available with Silver- or Gold-tier support. With Support Cloud, customers receive an out-of-the-box environment of a product or products on Silver or Gold support, with the listed specifications.
Dedicated COMOS support is available Monday - Friday, excluding regional and nationwide holidays, and December 24 and 31.
Available COMOS downloads:
Please note: The ‘getcid.exe’ is contained with the ‘Siemens-LicenseServer_v######_hostid_utils.zip’ file.
COMOS license HostID at customer
This is an executable file, a tool to enable our customers to collect the 3 parameters of a machine/server, which are necessary to order a “dongle-free” COMOS license file of type XML. The parameters are PC-Name, Domain Name and Windows-Key. Our tool only collects those parameters; it does not publish or share the information submitted.
Get CompositeID
This tool allows customers to create a code, a CompositeID, to order the new SALT licenses.
Support links
Support Center | Account Center | Legacy |
|---|---|---|
Access support resources for all Siemens DISW products, including opening a Support Case. | Manage your Support Center profile and product list. Access site reports. | Download legacy products* Access and download legacy products. |
Siemens License Server and Getting Technical Support for Licensing Access support resources specific to Siemens License Server including the license server software download. | Download your license files by site or hostid. | Request an electronic or emergency copy of your FLEXlm license. |
View instructions for using the getcid utility to obtain the Composite ID for licensing and download the latest getcid utility. | Access and download legacy products. | |
Solution Center archive: Legacy content |
* Requires sign-in for access
Access Siemens Support Center
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 Support Center, you can:
- Find the latest available product downloads
- Search knowledgebase articles
- View current videos
- Access on-demand training
- Join a community of experts
- Access our Account Center
- Open new cases
- View the status of support cases
