Support plans

Maximize the value of our solutions with a support plan.

Find the resources you need in the Siemens Support Center.

Benefits of support plans

Get a Siemens Digital Industries Software (DI SW) support plan to get the maximum value out of your solutions. With a support plan, you can increase efficiencies and achieve a more productive work environment, reduce downtime, continuously improve stability and usability to decrease avoidable costs, and focus more on regular maintenance and proactive support.

We provide three tiers of product-specific support and, for our Cloud Services, three distinct service levels.

Support Levels:

  • Standard
  • Silver
  • Gold

Service Levels:

  • Standard
  • Enhanced
  • Max

______________________________________________

For more information, please contact us:
Americas +1 314 264 8499
Europe +44 (0) 1276 413200
Asia-Pacific +852 2230 3333

Support plan offerings

Increase efficiencies and provide a more productive work environment.

Choose the package that best aligns with your organization's requirements.

Cloud Support Levels

Features

Standard

Silver

Gold

Details

Issues with logging and tracking

24x7

Knowledge base, videos, documentation

Access to Support Center, award-winning support web site

Communities

24x7

Severity response commitments

Fast

Faster

Fastest

Committed response times

24x5 support

Continuous support for critical and high priority issues on weekdays (16x5 for lower priorities)

24x7 support

Continuous support for critical and high priority issues all week

Cloud Service Levels

Features

Standard

Enhanced

Max

Details

Cloud Services availability

High

Higher

Highest

Service levels choice may vary by product

Cloud Services maintenance

Regular maintenance and version upgrades

Business continuity window

High

Higher

Highest

RTO (Resolution Time Objective) plan

Data backup

High

Higher

Highest

RPO (Resolution Point Objective ) plan

Data retention

High

Higher

Highest

Data retention policy

Features

Standard

Silver

Gold

Details

Issues logging

24x7

Support Center access

Award winning support web site

Access to documentation, knowledge base, software downloads, license management, and communities

24x7

Severity response commitments

Fast

Faster

Committed response time

Support sandbox

OOTB product environment

24x5 support

Continuous support for critical issues on weekdays

24x7 support

Continuous support for critical issues all week

Go-live support over weekends

Technical support center over weekends to escalate all upgrade blocking issues

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 the 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
A woman uses multiple devices: a laptop and a desktop.