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Customer Support
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The Product Center - a team of highly qualified WinCC OA specialists and project engineers - is available for technical inquiries. The staff is responsible for all technical matters from product introduction to ongoing operation.

You can submit your enquiries easily online, by means of a support request or telephone around the clock, i.e. 24 hours a day, 365 days a year.



Region Phone
Europe +43 2682 741 62800
+49 911 895 7222
America +1 423 262 2960
Asia / Pacific +86 10 6475 7575

Your request will be received by Siemens Support, then further processing of your enquiry will be carried out by the ETM specialists, as previously, during Austrian office hours, Monday to Friday 9 am to 5 pm.

When a request is made by telephone, an employee working on the Siemens hotline will record your enquiry. When contact is first made, recording your master data may take some time. Please accept our apologies for this. A member of the ETM support team will then carry out further processing of your support request.

Online support request:

Using the online support request, you can send your request directly to the ETM Support team.
Under "My Requests" you will see an overview of all the support requests you have submitted using the online support request system, and the processing status of these.

How to access the online support request:
http://www.siemens.com/industry/supportrequest

You will find a link "support request" on the right navigation pane under mySupport. Click on "support request" to open the Support Request page. This shows a navigation tree on the left side.
If you use this support for the first time, the creation of a personal profile is recommendable. This should be done before you start filling in your request!
If you are already registered please follow the steps under Support Request - new request.
The Guided tour in the help area will help you in case of further questions.

Support for current and past versions

The standard product support for Simatic WinCC Open Architecture (former PVSS) includes the current and the previous last 2 versions. This does not apply to customers with a corresponding maintenance agreement concluded with ETM. Should the need arise please contact us to discuss possible migration to a higher version.

ETM will support the following versions (this includes the ‘service packs’ SP1 and/or SP2 and any official patches):

Date Release Supported Versions
   
current
current  -1
current  -2
December 2015 3.14 3.14 3.13 3.12
January 2017 3.15 3.15 3.14 3.13
May 2018 3.16 3.16 3.15 3.14
..        

Only registered inquiries can be handled with the appropriate priority. The ETM-support is classifying each and every case. For that purpose information about WinCC OA version and used platform are needed.
Following priorities are designated:


+++ Prio A +++    
Problem indicator: crash of a WinCC OA process, system inoperable
or similar
Analysis time: 3 business days
   
+++ Prio B +++    
Problem indicator: restricted operation possible, only time-/cost
expensive work-around is possible
Analysis time: 8 business days
   
+++ Prio C +++    
Problem indicator: standard questions about product, features
and minor bugs
Analysis time: 14 business days

Note:

Please note that the mentioned times are average processing times and will be applied only if your contract does not provide any other proceeding.


 
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