Premium Support

After-hours Maintenance

Emergency 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 a severe disruption to operations.*

Emergency support

Hours of service for critical issues

24 hours a day / 5 days a week / Monday - Friday

When to make an emergency call

Normal business hours
During normal business hours, the customer should contact the Siemens Digital Industries Software support team by following the standard phone menu.

Outside of normal business hours
Follow the emergency call instructions for emergency telephone support by region.

How to make an emergency call

Locate your region and the product you need support in the table below. If a
direct phone number is specified, dial that number; otherwise, follow the steps below.

1. Dial your local Customer Support phone number. Find this number here: https://www.sw.siemens.com/en-US/support-services/global-premium-support-numbers/

2. Press "0" during the announcement to enter the emergency support
menu.

3. Enter your SoldTo/Site ID.

4. Enter one of the five-digit PINs from the table below according to the product you need support
for and your region.

*Applies to Managed Services, Polarion and Valeo Support Service

Product	Office hours	Emergency PIN / Phone number
Managed Services	Please refer to your local office hours.	30003
Polarion Silver and Gold Customers	Please refer to your local office hours.	30001
Valeo	Please refer to your local office hours.	30006
Siemens Cloud Solutions	Please refer to your local office hours.	30002