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Premium Support

Manufacturing Operations Management (MOM) Support

Emergency Support hours of service (Critical issues only)

  • Silver Support Service: 24 hours a day / 5 days per week / Monday - Friday
  • Gold Support Service: 24 hours a day / 7 days per week

About Emergency Services

Emergency telephone support is available for customers who have purchased Silver Support Service or Gold Support Service to address critical priority situations in which the software production installation ceases to function entirely or causes a severe disruption to operations. By making an emergency call, customers will be connected to the available on-stand-by support engineer, that will take charge of the reported incident and, if necessary, will connect the customer to the most expert support engineer available.

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.
  2. Press "0” to enter the emergency support menu.
  3. Enter one of the 5-digit PINs below according to the product and
    region.

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.

MOM Emergency Support Numbers

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 talks on a cell phone with a support center representative.