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
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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 Services Support and Service Level plans
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 |
Support plans for on-premises software
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
