Transcription
Industry ServicesComprehensive technical support anytimeand everywhere – directly from Siemenssupport.industry.siemens.com
Individual technical support for allquestionsLong-term success in industry requires minimal downtimes and the optimal use ofpersonnel and resources. With our service, we support you throughout the entirelifecycle of your plant – reliably, worldwide, and 24/7.How to reach us:Web: support.industry.siemens.comYour local contact partner:siemens.com/aspa 49 911 895 7222More than 800 Siemens experts from threeinternational hubs and regional hotlines provideyou with solutions wherever and whenever youneed themOnline Support 1 800 333 7421 86 400 810 4288Technical Support Basic24/7Every single day,around the clockUp to an hour Free web service portal Free basic support Information about products, systems, and servicesavailable 24/7 For requests that can be easily resolved Handled by Technical Support experts Direct access to additional services and contactpartnersTechnical Support ExtendedAfter one hourOptions Priority: immediate callback by the nextavailable expert 24 h: callback on weekdays (Mon.–Fri.), evenoutside of normal office hours Specialized Technical Support experts Extensive and individual support for complexrequests Specific support to troubleshoot and correct errors2 Mature Products: technical support for productsthat are no longer available Managed Support Services: optimal supportthrough the coordination and bundling of allsupport activities
How did we help our customer DSMsignificantly improve system reliabilityand availability?“You provided us with such good support during the advance tests thatwe had a good feeling as we launched the updated system.When there are problems, we can either reach you immediately or wereceive a return call within a short period of time.We receive suggestions for solutions at short notice thanks to yourshort pathways to specialists and development.”Kurt Bächle, project manager/general coordinatorAutomation Value Card –a fast and easy payment methodThe Automation Value Card (AVC) accompanies you throughout the entire lifecycle ofyour machines and plants. You can use the card to pay for technical support services orfor function blocks and tools ordered via the online portal. Service call without unnecessary delay Four card types are available with four different startingbalances: 200 credits, 500 credits, 1,000 credits, and10,000 credits Can be ordered via conventional ordering channels orthrough your Siemens contact partnerServiceProcessing timeChargeOnline Support–Free of chargeTechnical Support BasicUp to 1 hourFree of chargeTechnical SupportExtendedUp to 3 hoursAfter 3 hours500 creditsOrder requiredTechnical Support Option –PriorityUp to 1 hour100 creditsTechnical Support Option –24 hUp to 1 hour100 creditsTechnical Support Option –Mature ProductsUp to 1 hour200 credits,QGXVWU\ 6HUYLFHVAutomation Value Card3
Industry Online Support Portal:Simple operation, efficient workOnline Support –Up-to-date information available at any timeThe online portal is your central web address for comprehensive information and around 300,000 documentsabout our products, systems, and services in automation,for drives, and for the process industry. The portal givesyou access to FAQs, manuals, certificates, characteristics,application examples, tools, and much more. The servicecatalog provides you with information about our services.In the forum, you can participate in discussions with otherusers and share experiences. In addition, you can use theonline portal to submit support requests and find contactpartners in your area.mySupport –Your personal information areaIn the online portal, you also have access to your ownpersonal work area: mySupport. In this area, you candisplay all the information you need for your daily tasksin a clear and organized format: Filters, favorites, or personal data individuallystructured for fast access Overview and management of requests toTechnical Support Individually configurable notifications Creation of user-defined documentationsReduce engineering time throughprogramming, configuration, andapplication examplesShare experiences directly with otherusers in the Technical ForumContact Siemens experts viaSupport RequestScan to download the Industry OnlineSupport AppIndustry Online Support App –optimal use anywhereNo matter where you are, the Industry OnlineSupport mobile app offers you 24/7 access to comprehensive information about all Industry productsand systems from Siemens. That means that youalways have everything you need to know at yourfingertips. Scan function, search, and send requests Offline cache function of all favorites stored in mySupport –available even when not connected to a mobile network Directly submit a Support Request via the app4
Technical Support Basic:individual support fromSiemens IndustryTechnical Support –Quick and proficient technical solutionOur support services offer you individual support for alltechnical issues in the areas of engineering, plant commissioning, and system tests. Your requests are handledby service specialists from Siemens. You can reach themvia various channels:Technical Support Basic –free basic supportWith the free Technical Support Basic service offerings,you receive advice and support for easily resolvedrequests submited via telephone, e-mail, and remote connection instead of desktop assistance. Requests are handled in the order in which they are received. Theprocessing time may take up to an hour. Online via Support Request By telephone ( 49 911 895 7222)Your benefits Available for all products and systems from SiemensIndustry Available for free via all entry channelsYour benefits Contact partners for all questions regarding productsfrom Siemens Industry Available free of charge on weekdays during normaloffice hours Fast commissioning and reduced engineering costsSubmitSupportRequesthere5
Technical Support Extended:specific support to troubleshootand correct errorsTechnical Support Extended –Highly qualified support by senior expertsThe Technical Support Extended service offerings coverthe processing of all requests that cannot be resolvedwithin an hour. Our senior experts have comprehensiveknow-how in the areas of engineering, plant commissioning, and system tests. They are happy to assist you withdifficult situations.Your benefits Time and costs savings in automation projects Expert support in critical project situationsTypical areas of use for Technical Support ExtendedCommissioning supportSupport for system migrations Evaluation of problems in the user software Migration from S7-300/400 to S7-1500 In-depth examination ofautomation projects Migration to the TIA Portal Step-by-step support for product training Upgrades from previous PCS 7 versionsto the current PCS 7 versionProject planning support andproject extensionIndividual customer solutions /special solutions Scripting and script adaptation Analysis of scripts, bus protocols, and complexdatabase accesses Reproduction of the system/plant behavior whileapplying the same hardware and softwareconfiguration that has been implemented Configuration and status checking Customer-specific programs Project repair6
Technical Support Options:additional Technical Supportservice offeringsSometimes every minute counts and things simply haveto move at a faster pace – especially with more complexchallenges. That’s why Siemens offers you additionalservice offerings that reduce the response and processingtime as well as expand the accessibility.Priority - fast callback24 h - round the clock availability Immediate callback by the next available specialist,usually within just a few minutes On weekdays (Mon. - Fri.), Technical Support canbe reached 24 hours a day Submit a “Priority” request bytelephone only Callback by a specialist within two hours “Priority” is charged via the AVC (100 credits perticket) “24 h” is charged via the AVC (100 credits perticket)Mature Products - requestsregarding products that are nolonger availableManaged Support Services central point of contact andbundled support Service for products on the Mature Products GlobalList Bundling and coordination of support activities viaa central contact partner “Mature Products” is charged via the AVC(200 credits per ticket) Separate entry channel for requests7
There’s more to discover at:support.industry.siemens.comIndustry SupportWith Industry Support, ensureyour company’s success throughout the product lifecycle –anytime and anywhere.Subject to change without noticeArticle no. E10001-T430-A359-X-7600Dispo 21638/K-Nr. 20334Printed in GermanygB 150216 DB 03150.2 Siemens AG 2015Reach yourpersonal contactpartner hereThe information provided in this brochure containsdescriptions or characteristics of performancewhich in case of actual use do not always apply asdescribed or which may change as a result of further development of the products. An obligationto provide the respective characteristics shall onlyexist if expressly agreed in the terms of contract.All product designations may be trademarks orproduct names of Siemens AG or supplier companies whose use by third parties for their ownpurposes could violate the rights of the owners.Follow us iemens AGDigital FactoryP.O. Box 48 4890026 NurembergGermany
receive a return call within a short period of time. We receive suggestions for solutions at short notice thanks to your short pathways to specialists and development.” Kurt Bächle, project manager/general coordinator. 4 Industry Online Support Portal: Simple operation, efficient work Online Support – Up-to-date information available at any time The online portal is your central web .
