Global and Premium Support 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:

1. Dial your local Customer Support phone number listed above.
2. Press "0” to enter the emergency support menu.
3. 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.

Visit After-hours maintenance

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.

Visit Support Cloud specifications

Dedicated COMOS support is available Monday - Friday, excluding regional and nationwide holidays, and December 24 and 31.

Visit COMOS support

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.