Siemens PLM Software

GTAC Services
A guide to support services from
the Global Technical Access
Center (GTAC)

siemens.com/gtac
 Contents
The value of software maintenance, 03
enhancements and support

GTAC value proposition 04

Support services overview 05

One stop electronic support shop 06

Handling customer data 08 

E-mail subscription lists 09

WebKey accounts 10

Support telephone numbers 11

2
The value of software maintenance,
enhancements and support
Welcome to the Siemens PLM Software family Prompt and effective telephone-based
of productive users! Siemens PLM Software‘s technical support
solutions represent a unified approach to Your calls are routed directly to technical
extended enterprise collaboration that support engineers who have the knowledge
enables all participants in your product life- and skills to understand, investigate, and
cycle to work in concert as you bring products resolve problems quickly. Phone-based sup-
to market and support your customer base. port includes problem escalation,
management visibility and the input process
Software maintenance, enhancements and
for reporting software errors and enhance-
support are essential for your successful
ment requests.
utilization of Siemens PLM Software solu-
tions. When you purchase maintenance, you Web-based technical support. Our customer
are entitled to the following components to support web pages provide instant access to
ensure that you maximize your effective use problem reporting, a symptom/solution
of our software. database for FAQs, tips, techniques, and
software error listings. They also enable you
Major releases of software with new fea-
to track progress on open issues, download
tures, functions, and software corrections
and upload files, participate in news groups
New releases provide the latest and most
and access certification information about
productive tools and technology to improve
software and hardware configurations. In
your product development process. Every
addition, our web pages provide e-mail
major release includes significant new fea-
subscription services for support bulletins
tures and corrections for software errors
and other critical technical information, as
found in earlier releases. Major releases can
well as access to technical newsletter articles
include significant changes in data architec-
with useful tips and tricks.
ture to take advantage of new technology.
Our support team, the Global Technical
Point releases of software with software
Access Center (GTAC), has the following
corrections and limited new features
mission: To increase our customer’s produc-
Point releases, made available as needed
tive use of our software by providing
between major releases, provide you with
responsive and specialized support. Your
timely corrections for software bugs, plus
software maintenance dollar and our com-
enhancements to existing features, and
mitment to you – our customer – drives this
sometimes even new features. Point releases
overarching value.
do not include changes in data architecture.
We normally only offer this for the current
release and previous major releases.
Maintenance of releases older than that can
only be offered through Premium Extended
Maintenance at a surcharge.

3
 GTAC value proposition
The value of GTAC technical support ser-
vices to the –
End user is:
• Having all support requirements satisfied
by product experts through a single access
number
• Working with GTAC support agents who are
closely involved with the product lifecycle
and take ownership of the problem until it
is resolved
• Leveraging a full range of problem resolu-
tion tools and services
• Leveraging electronic services on a
24 x 7 basis with unlimited usage
including:
Newsgroups and conferencing Manager is:
Incident reporting and status • Reducing the distraction and the time con-
sumed with unassisted problem diagnosis
A symptom/solution knowledge database and resolution
for information queries
• Engaging in a more productive work envi-
Reporting of errors or requests for enhance- ronment resulting in increased efficiency
ments from within many of our products
• Receiving software updates and mainte-
Technical newsletter articles nance releases as part of the standard
Software Field Bulletins (SFBs) maintenance service contract

Online documentation • Automatic call tracking and escalation pro-

cedures for all incidents or problems
Patches and software releases available for reported
downloads
E-mail subscription of technical information Executive manager is:
as it becomes available • Gaining profit margin resulting from
increased productivity and efficiency
A server for data downloads and uploads
• Experiencing product quality and delivery
License file retrieval and emergency license times that exceed expectations
generation
• Working with a single vendor who can facil-
Access to all electronic tools and itate every support requirement and
services via a WebKey account administer it with a simplified contract

4
Support services overview
GTAC is your focal point for post
installation software support.
GTAC is organized into specialized
teams that support specific
product disciplines. Using this
service, your call will be logged,
traced and followed until
resolved. In some instances, the
solution to your problem or
answer to your question may
already exist and can be readily
provided.

Telephone support Business issues – Option 1

When you call GTAC at 1-(800)-955-0000 The GTAC U.S. 800 number enables you to
or +1 (714) 952-5444 Monday – Friday contact your customer account analyst (CAA)
5:00 am – 5:00 pm PT, your call is answered to discuss any contract, billing or mainte-
by an automated attendant. You will be asked nance issues. You can also select an option to
to key in your SoldTo ID, then receive several make inquiries on software distribution,
support options. At that point, you can select shipments and delivery.
the option that corresponds to your specific
need. To view the list of available support Technical support – Option 2
options, please see the GTAC North America All of your technical support options are
Phone Menu on the support site. An incident provided here. Select option 2 to request
report (IR) will be opened for you to record support or report a technical problem related
and track your request. Keep this number for to your Siemens PLM software products. Your
your records and later use it for reference if selection will be routed to the appropriate
the issue is not immediately resolved. team and support specialist for help.
If you are outside North America, contact
Call back – Option 3
your local country office for support. If you
Our phone system has a call back option that
use a distributor, contact your reseller and ask
enables you to go directly to the support
about the process to follow for getting sup-
agent handling your existing incident report
port. Refer to the list of global support
or to speak to the support manager for your
telephone numbers for the support number in
agent and product area. After providing your
your area.
SoldTo ID and the incident or problem report
number, the phone system routes your call to
the support agent assigned or to the appro-
priate support manager.

Training – Option 4
Select the latest class schedules and training
information or register for training classes.
You can also use this option to get technical
assistance with the training web application.

5
 One stop support shop
www.siemens.com/gtac
This section describes the support Solution Center Download and upload files
services and tools available on We provide a know-ledge base information From our web page, you have the option to
our GTAC support site. You will
query service where the accumulated knowl- download or upload files using a secure
need a WebKey account to access
these services.
edge of the GTAC support staff is available protocol. You can quickly send us your data
on-line, 24 hours a day. Many of its articles when you need us to analyze problems. You
are based on problems or questions submit- can also download programs, full releases,
ted by our customers. It is updated with new maintenance releases, patches, drivers,
articles and current technical information documentation, bulletins and other informa-
daily. tion using a secure protocol. All you need is a
WebKey account to gain access.
Software field bulletins (SFBs)
The SFB provides technical tips, updates, Certification information
workarounds, and vendor hardware and We provide a guide to the currently supported
software release certifications. These techni- revisions of operating systems and associated
cal information bulletins are available vendor software products, graphics and
through the Solution Center knowledge base related hardware products. You will find
search engine and the SFBMAIL Electronic current and previously certified systems and
Distribution List. configuration information for all of our
offered products.
Problem report (PR) status
Incident reports (IRs) that uncover software Documentation
errors are converted into problem reports You can access on-line documents including
(PRs) and sent to development for correction. release notes, user guides, installation guides,
Initially, we provide the customer who README files, deployment guides, tutorials,
reported the problem with an email confirma- other product guides and technical
tion notice. Subsequently, we notify the information.
customer when the problem has been fixed
Electronic call entry
or resolved.
This call handling tool enables you to elec-
Call tracking tronically log support calls with GTAC via the
To facilitate on-line call status, we provide a web. You will be immediately assigned an IR
web-based call handling tool called QTAC number, which you can use to reference that
(Query the Technical Access Center). This tool incident report. If you are supported by a
enables customers to view the latest status of distributor or reseller, you need to contact
their reported issues. A simple authentication your distributor or reseller to inquire about
scheme controls access and guarantees the the support process. Often your reseller can
privacy of all customer data. log an IR for you.

6
Newsgroups and conferencing
An electronic forum for exchanging informa-
tion relating to our product lines is available.
To help you use the products more effec-
tively, you can exchange ideas or ask
questions and get responses from other
users, our GTAC support staff, developers,
technical sales support, marketing or the user
community.
License retrieval and emergency licenses
You can use these tools to obtain an elec-
tronic copy of your license file as needed to
run your licensed software. You can also
request an emergency license file valid for 7
days on any machine if your situation
requires it.

7
 Handling customer data

Siemens PLM Software will not How Siemens PLM Software handles and Data covered by International Traffic in Arms
allow non-U.S. citizens or non- protects your data Regulations (ITAR) cannot be copied from the
green card holders to view the
Data is often required to diagnose customer secure storage directory. Accordingly, only a
customer supplied data without
written permission from the
usage problems or to duplicate a problem Siemens PLM Software employee who is a
customer. that may be a potential software defect. In U.S. citizen or permanent resident is permit-
these situations, we ask you to electronically ted access to this data. While this protective
send us the part file and any other associated measure makes for an ITAR compliant pro-
files containing useful information, such as cess, it relies on the customer to responsibly
syslog files or macros. We ask you to transfer classify their data.
these files using a secure protocol to the
When a non-U.S. citizen or non-green card
GTAC directory on our upload and download
holder requests access to the customer data
server. You will need to have a WebKey
for the purpose of investigating a problem or
account to access these tools.
solution, Siemens PLM Software sends a
Siemens PLM Software takes receipt and request to the contact person or customer
control of these files and your data very who reported the issue or owns the data. The
seriously and has a set of procedures in place request consists of an explanatory letter and a
that control who is authorized to view the form to be filled out by the customer or data
supplied data. The Siemens PLM Software owner and returned to Siemens PLM
Export Compliance Procedures have been Software. This form is known as the Export
designed to fully comply with the United Control Classification Number (ECCN) form. It
States Export Administration Regulations is sent via e-mail in PDF format. The sender is
(EAR). We treat all customer data as export identified as gtac_ec.
sensitive until it is specifically identified by
the customer and an export compliance
control number (ECCN) issued.

8
E-mail subscription lists

Newsletter To initiate your subscription to any or all of Our e-mail subscription service
Notification and links to all new technical these 3 mailing lists, go to our support page keeps you informed of pertinent
technical and training informa-
newsletter articles submitted within the last under Featured Services and access our web
tion automatically and in a timely
month by our global support staff. Just click interface to the mailing list utility. You will manner. There are currently three
on the link in the message to display the need a WebKey account to access the web electronic mail distributions
article(s) of interest in your web browser. interface. available that are regularly
updated and sent to all
Or you can subscribe to the mailing lists by subscribers.
SFBMAIL
sending an e-mail message to the addresses
All software field bulletins (SFBs) are distrib-
shown below. You will need to send a sepa-
uted as soon as they are posted in the
rate message for each list. The message and
Solution Center database. You will have the
subject line should be blank.
option to filter or select topics of interest
thereby controlling the amount of informa- • [email protected]
tion you receive.
• [email protected]
Summary • [email protected]
A weekly summary list containing the docu-
To remove yourself from any list, you can go
ment ID and a short description of new
to our support page under Featured Services
Solution Center articles and a monthly sum-
and access the web interface or send the
mary of new SFBs. You can click on any article
following e-mail messages:
title listed in the SUMMARY report and your
web browser will activate and bring up the • [email protected]
contents of that article from our Solution
• [email protected]
Center knowledge database.
• [email protected]

9
 WebKey accounts

What is a WebKey account and why is it Where can I download full releases of
important? software?
A WebKey account is a custom account that Full downloads of our products are
will give you access to GTAC web tools and available to you via the download server.
services including: This server supports and uses a secure proto-
col. Anonymous FTP is not supported. You
• License file retrieval
must have a WebKey account to access this
• Emergency license file request system. Maintenance releases, patches,
service packs, updates, and other files are
• E-mail subscription lists
also available to download.
• Downloads of software and patches
Who do I contact for help with my WebKey
• Certification information for our products
account?
• Solution Center – our searchable symptom/ If you encounter problems with the creation
solution information query database or use of your WebKey account, call GTAC at 1
(800)-955-0000, if you reside in the U.S. or
• Electronic call handling
Canada, or use +1 (714)-952-5444. Enter
• Documentation option 2, 6 to get help with our support tools
and products. You can also contact your local
How can I obtain a WebKey account? office for help.
Your WebKey account is your personal, single
point of authentication that will allow access
to product information and associated sup-
port tools. To request a WebKey account,
select the WebKey link on the GTAC support
page or select the option to “Create account”
from any WebKey login page.
Once you have your account, you will only
need to enter it once per browser session.

10
Support telephone numbers
ASEAN: MEXICO, CENTRAL AMERICA and
+65 6843 1073 CARIBBEAN:
+52 55 5261 4796
AUSTRALIA:
1800 636 471 NETHERLANDS:
+31 73 680 25 43
AUSTRIA:
+43 732 377 550 38 NEW ZEALAND:
+91 20 4028 2100
BELGIUM
+32 1 638 46 72 POLAND:
+48 22 339 36 90
CHINA:
800 810 1970 PORTUGAL:
+35 126 190 905
CZECH REPUBLIC:
+420 266 790 444 RUSSIA:
+7 495 223 3637
GERMANY:
+49 221 208 02222 SOUTH AMERICA:
+55 11 4228 7611
HONG KONG:
+852 2230 3322 SPAIN:
+34 900 87 88 80
INDIA:
1800 102 4822 or +91 20 40282100 SWEDEN:
+46 8 506 990 80
ISRAEL:
+972 3 7344560 SWITZERLAND:
+41 44 7557 282
ITALY:
+39 800 900 047 TAIWAN:
+852 2230 3322
JAPAN:
+81 3 5354 5311 or 0120 666 388 UNITED KINGDOM:
(Toll free in Japan only) +44 (0) 1276 413333
KOREA: Parasolid Support
+82 2 559 5854 +44 (0) 1223 371555
LUXEMBOURG: UNITED STATES and CANADA:
+32 1 638 46 72 1 800 955 0000 or +1 714 952 5444

11
About Siemens PLM Software
Siemens PLM Software, a business unit of the Siemens Digital
Factory Division, is a leading global provider of product
lifecycle management (PLM) and manufacturing operations
management (MOM) software, systems and services with
over 15 million licensed seats and more than 140,000
customers worldwide. Headquartered in Plano, Texas,
Siemens PLM Software works collaboratively with its
customers to provide industry software solutions that help
companies everywhere achieve a sustainable competitive
advantage by making real the innovations that matter. For
more information on Siemens PLM Software products and
services, visit www.siemens.com/plm.

Headquarters Europe
Granite Park One Stephenson House
5800 Granite Parkway Sir William Siemens Square
Suite 600 Frimley, Camberley
Plano, TX 75024 Surrey, GU16 8QD
USA +44 (0) 1276 413200
+1 972 987 3000
Asia-Pacific
Americas Suites 4301-4302, 43/F
Granite Park One AIA Kowloon Tower,
5800 Granite Parkway Landmark East
Suite 600 100 How Ming Street
Plano, TX 75024 Kwun Tong, Kowloon
USA Hong Kong
+1 314 264 8499 +852 2230 3308

© 2016 Siemens Product Lifecycle Management Software Inc.

Siemens and the Siemens logo are registered trademarks of
Siemens AG. D-Cubed, Femap, Fibersim, Geolus, GO PLM,
I-deas, JT, NX, Parasolid, Solid Edge, Syncrofit, Teamcenter
and Tecnomatix are trademarks or registered trademarks
of Siemens Product Lifecycle Management Software Inc.
or its subsidiaries in the United States and in other countries.
All other logos, trademarks, registered trademarks or service
marks belong to their respective holders.

23395-A73 5/16 P