Siemens Industry Service Card
The Siemens Industry Service Card (SISC) is the method of payment for the following technical support services:
|Service Card - Priority||Service Card - Premium|
With the Service Card - Priority the following service can be obtained per case:
With the Service Card - Premium the following services can be obtained per case *:
|Get the benefit to receive prioritize call-back from the next free available expert at Technical Supports during business hours (Monday to Friday).||Get the benefit to receive prioritize call-back from the next free available expert at Technical Supports during business hours (Monday to Friday). Additionally you can get one additional hour Technical-Support-Extended or Support for Mature Products.|
The basic support includes - within the office hours (8 a.m. - 5 p.m.) - one hour technical support for free and is being considered as the first hour of a Support Request (SR). The call-back time is being provided respectively to the availability.
Following the one hour basic support, you can utilize subsequent service packages with the Service Card Priority or the Service Card Premium.
Priority call-back – prompt call-back
"Priority" means a prompt call-back by the next available specialist, usually within a few minutes. To ensure a quick call-back, "Priority" can only be requested by phone.
Extended technical support
Fore more complex requests that require specific support to find and resolve causes. The service specialists employed by Siemens have comprehensive know-how in the areas of engineering, plant commissioning and system tests.
Examples and solutions:
Configuration of a system migration
Configuration check/health check and analysis of possible incompatibilities of the installed software tools
Reproduction of the plant/system behavior
Investigation of problems in the user software
Detailed examination of automation projects
Analysis of scripts, bus protocols, complex database access
Customer-specific examples during commissioning
Step-by-step support for introduction to the product
Mature product support
Requests regarding discontinued products and products that have been replaced by new versions are handled by experienced experts.
In order to be able to offer you these services, we invest in technical resources (know-how, hardware, software, etc.) and a dedicated and purposeful infrastructure. For this reason, the support of legacy products is an additional service provided by Technical Support for a fee within the framework of the "Mature Products" service.
Please also note that development support for these products may no longer be available. However, our network of experts has been able to resolve 99% of all legacy product inquiries.
24/5 – availability around the clock
Technical support "24h" or "24/5" refers to a service that enables you to contact Technical Support in your region on working days (Mon - Fri), 24 hours a day. If you use this service on working days (Mon. - Fri.) outside normal office hours, that is outside of 8 a.m.of - 5 p.m., the costs will be charged via the Service Card. At that time, you can reach the hubs of America or Asia. The service will then be in English.
Key advantages of the Siemens Industry Service Card
Fast and comprehensive expert support during engineering, commissioning, operation and modernization phases
Prepaid support at fixed price with flexible combination of services
Simple ordering per MLFB
Fast and prioritized call-back world-wide
High planning security and optimized engineering effort
Maximum implementation reliability and fast commissioning
Improved availability of machinery and plants
Follow the Sun
Thanks to its global setup, it is possible to get support
around the clock. Our three Technical Support Hubs secure a 24 hours availability on working days. Customers located at different time zones can benefit as well from the local availability of these hubs.
Service Card Process – how it works
This simple diagram shows you how the Service Card is activated and its usability.
|Siemens Industry Mall or Samhammer Shop|
|Activation & Status|
|Customer|| Headquarter: Germany|
Hub America: USA
Hub Asia: China
Proceed as follows
- Standard purchase per Siemens Industry Mall:
Service Card can be ordered per MLFB via Siemens Industry Mall or Siemens sales.
- Fast & easy online purchase with Samhammer:
Alternatively, the Service Card can be obtained from the Samhammer Webshop.*
*Customer must not be registered on any SIEMENS customer data base and can pay with credit card or through other electronic payment platforms. The Service Card data is forwarded per Email for immediate use.
The Service Card is available with 1, 5 or 10 cases. Please find following related MLFB (article number):
|Siemens Industry Service Card||MLFB (article number)|
Priority card - 1 Case
Priority card - 5 Cases
Priority card - 10 Cases
Premium card - 1 Case
Premium card - 5 Cases
Premium card - 10 Cases
Validity period and Terms and Conditions for Delivery
For customers with a seat or registered office in Germany, the following terms and conditions apply: "Supplementary Terms and Conditions for Services („BL“)" and the “General Conditions for the Supply of Products and Services of the Electrical and Electronics Industry”. For customers with a seat or registered office outside of Germany, the “International Terms & Conditions for Services” apply.
In order to be update in terms of the current status of the Automation Value Card (AVC) as predecessor of the Service Card, please access to the following webpage: AVC
Your Siemens Contact Person is happy to answer questions on the Siemens Industry Service Card.