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SIMATIC IT TSS welcomes you to Global Technical Access Center (GTAC)

As of October 2016, SIEMENS changed its structure in order to have one single organization dedicated to industrial software, from the Product Lifecycle Management (PLM) to all the products related to Manufacturing Execution Systems (MES) and Manufacturing Operations Management (MOM).

The SIMATIC IT Technical Support tools is now aligned with the SIEMENS PLM support services provided by GTAC, the Global Technical Access Center.
The SIMATIC IT web based tools (@Service Support Portal and the TSS web site) used by the SIMATIC IT support service have been shut downed andreplaced by the GTAC support tools and support site.
To better understand what will happen and what changes will occur, we have provided the information in a question and answer format below.

GTAC - Will the SIMATIC IT support service change with the adoption of the GTAC tools?

No, the support service itself will not change as such. You will notice some changes to the way it is presented and provided. Here are the major changes you will see:

  • @Service Support Portal will be replaced by the QTAC support portal

  • The TSS web site contents (documentation, technical articles, hot fix collections) will be integrated into the GTAC web site

  • Your SIMATIC IT project as well as your Company and Contract information will be represented by the SoldTo ID


GTAC - What is delivered by the GTAC web tools?

The GTAC support site and web tools are located at http://www.siemens.com/gtac
They include:

  • QTAC: The web portal where you can report an issue to the technical support team and follow up on it. It will replace the @Service support portal you have been using so far to contact our SIMATIC IT TSS

  • Documentation: Where you can find technical documents released for all the SIEMENS PLM products

  • Download and Upload Files: Where you can download Hot Fix Collections and software releases and upload files to technical support

  • Solution Center: This is the knowledge base tool, where you can find technical notes and tips, FAQs, software bulletins and other self-help product and release information provided through simple searches


GTAC - How can I access the GTAC web tools?

You need to create your WebKey account

A WebKey account is your personal, single point of authentication that will allow you to access all the GTAC support tools.

GTAC - How can I create a WebKey account?

Here’s what you need:

  • You must be an active customer/system integrator

  • Soldto ID: this is the identifier (recorded in the SIEMENS PLM SAP system) for your product installation (see next question for additional information)

  • Web Access Code (WAC): this is a code associated to your SoldTo ID

SoldTo ID and WAC are unique codes that identify you as a customer.
This information is sent to the contract reference person in your company. For this migration phase, a welcome letter containing the SoldTo ID and the WAC will be sent to all the contacts associated to a SoldTo.

GTAC - What is a SoldTo or a SoldTo ID?

A SoldTo represents a set of licenses that Siemens sold to a customer/system integrator.

Each SoldTo can be identified by an ID and a Name. A SoldTo is associated with the service levels agreed between Siemens and the customer/system integrator. Since each SIMATIC IT project has its own licenses and SLAs, a SoldTo will represent a Project, and the SoldTo name will reflect the Project name.

GTAC - Where can I create a WebKey?


GTAC - I am a SIEMENS PLM employee. Do I have to create a WebKey?

No, you just have to activate it. Every SIEMENS PLM employee is given a WebKey when hired.

Please note:

  • Your WebKey username is your PL user id

  • You have to activate your WebKey account at https://www2.industrysoftware.automation.siemens.com/webkey/   by choosing the 'Activate Account' link.

  • At the above link, you can also reset your password or request your username by following the 'Forgot Your Password' link and 'Forgot Your Username' link


GTAC - How many WebKeys do I need?

It’s up to you. If you are a customer with more than one installation, or a system integrator following more than one customer, you will be provided with several SoldTo’s, one for each installation.

You can choose to create a WebKey for each SoldTo or associate all the SoldTo’s to one single WebKey. To add/associate a SoldTo to a WebKey go to https://www2.industrysoftware.automation.siemens.com/webkey/addSoldTo.jsp.

QTAC - Reporting and updating an incident report (IR)

To request technical support, you must submit an incident report (IR) through the QTAC web portal. As today, the SIMATIC IT Technical Support phone number will remain available for 1-Critical issues only.

QTAC - How can I submit a new Incident Report (IR)?

  • Go to the GTAC home page

  • Select Create or Update an Incident Report to access QTAC


  • You will be prompted to login with your WebKey account. If you have not created a WebKey account yet, select the option to register for one from the WebKey login page

  • Once you have logged in using your WebKey account, you will be redirected to the Create a New Call screen and can submit a new incident request

  • Click on the picture below for instructions on how to fill the most relevant fields in the new IR creation form


Submit the request by clicking the Save button. A confirmation email will be sent to you and to the technical support team. Your call will be queued in the technical support working queue according to the service levels assigned to the SoldTo or EndUser Soldto you specified.

QTAC - How can I Update an Incident Report (IR)?

To update an incident, you just have to submit your comment in QTAC. A Web Update record will be added to the incident, in the same way it happens in @Service

  • Go to the Search and Update Call tab in QTAC



  • Retrieve your incident by using the search functionality (online help is available) and enter the call by clicking on the call ID


  • Enter your message in the Activity Description text boxes and click Submit


  • A Web Update record is added to the incident. At the same time, a notification email will be sent to the technical support team and agent assigned and to all the recipients defined in the Email Notification field of the IR.
    As soon as submitted, the web update becomes read-only. If you need to provide additional information, submit a new update.


QTAC - How can I send files to the technical support team?

All customers should attach data via GTAC’s customer facing Data Upload Page. (See the next question and answer for clarification and additional information)

You can send files up to 2 GB. These are the steps:

  • Enter the IR in QTAC

  • Click on the 'Upload a File' image that will take you to the GTAC upload tool.


  • Select Browse to navigate to the file you want to send.
    Note: The file name must begin with your 7 digit incident report (IR) number

  • Verify that the storage destination is set to /gtac or /exported

IMPORTANT: If you are a U.S. customer you can select the /exported destination. If you do so, you accept that a non U.S. support agent may access the file you are uploading. If you do not select the /exported folder, your file can only be accessed by U.S. support agents. If a non U.S. agent needs to access the file, a request of export classification is required. Please be aware that this process takes some time impacting the time to follow up on your incident.


  • Select Next > to proceed to the next step

  • You are asked to confirm what country you are sending us the data from. Select Other to specify a different country from a drop down list or select Next > to proceed

  • Now you are asked to inform us if the data you are supplying is to be treated as Military data. In most cases we would expect you to know but if you are uncertain you may select Unknown. In all cases Siemens PLM treat all customer data as confidential and it is never shared to parties outside of Siemens without your express written consent

  • The final step is to select Upload Specified File. You will be asked to confirm all of your prior selections by selecting OK or you may select Cancel to re-specify any input. Selecting OK will upload your data to our file server and inform the GTAC support engineer of the data availability


  • You will receive confirmation of upload via email with statements of origin

  • A new activity of type Upload from Customer will be created in the IR to indicate and track that you sent a file to the technical support team


QTAC - Why can I no longer attach files to my web update?

GTAC web tools are global tools and must adhere to laws of every country they are used in, including restrictive U.S. Export Compliance Laws.

All customers, regardless of country, should attach data via GTAC’s customer facing Data Upload Page designed to complywith data export laws. Through data upload page, customers are able to upload attachments and associate them with an existing IR. When the customer specifies the originating country, the system will route the data to the correct upload destination, accessible by the support agents allowed to consult that data. This step will ensure, for example, that U.S. customer data is stored in the U.S. and that non-U.S. data is stored in the appropriate regional server.

QTAC - How can I involve other people in the IR (former delegation)?

If you need to keep additional people updated on an IR, like the delegation you have been using so far in @Service, you can:

  • Specify their email address in the Additional Email Addresses field when submitting a new IR

  • Specify their email address in the Email Notification field in an already existing IR. You can update this field at any time and then click on Update button. See next image

In this way, all the email addresses specified will get notifications by email anytime the IR is updated.


QTAC - What about my previously created service requests in @Service?

When moving to GTAC, we will migrate all service requests opened after Oct. 1, 2015 and all open/pending service requests to IRs.

These new IRs will contain all the activities made by you and the technical support agents. It will be easy to find them as the service request number will be stored in the IR Customer Ref field.

QTAC - Where do I find the 'project' information?

The SIMATIC IT project you used previously when submitting a service request will be replaced by the SoldTo you will now specify when submitting an incident report (IR)

To be able to select the proper SoldTo, you need to add each SoldTo to your WebKey account or create and use aWebKey for each SoldTo. You can mange your WebKey at https://www2.industrysoftware.automation.siemens.com/webkey/

QTAC - I am a system integrator. How do I submit an IR on behalf of my EndUser for an issue occurring in the production phase of the project?

  • Log on to QTAC with your WebKey account

  • Select your Company's SoldTo in the IR SoldTo field

  • Enter the ID of the EndUser's SoldTo in the IR Enduser Sold-To field

  • Flag the Set Enduser SoldTo to Private if the Enduser does not need to view the IR in QTAC. Otherwise, they will see it

IN THIS SCENARIO, DO NOT LOG IRs AGAINST YOUR COMPANY'S SOLDTO: It is important that you specify the project and location where the issue is occurring by selecting the proper EndUser SoldTo. In this way, the correct service levels associated with the SoldTo will be loaded by the system and your IR is placed correctly in the technical support working queue. In addition, information on the project and site will help the technical support team with the issue resolution and will help you identify the IRs you submitted.
Write to tsswebstaff.simatic-it@siemens.com if you do not know your EndUser's SoldTo or to set up a new SoldTo for the development phase.

QTAC - I am a system integrator. How do I submit an IR on behalf of my EndUser for an issue occurring during the development phase of the project?

In this scenario, we must be able to identify the development project you are submitting the IR for. In a pre-production phase, the EndUser may already have bought SIMATIC IT licenses, so the EndUser SoldTo is available. In other cases, such as in a development phase of a project for a product upgrade, we must set up a dedicated EndUser SoldTo that you can use to log IR againts.
Write to tsswebstaff.simatic-it@siemens.com if you do not know your EndUser's SoldTo or to set up a new SoldTo for the development phase.

  • Log on to QTAC with your WebKey account

  • Select your Company's SoldTo in the IR SoldTo field

  • Enter the ID of the EndUser's SoldTo in the IR Enduser SoldTo field

  • Flag the Set Enduser SoldTo to Private if the Enduser does not need to view the IR in QTAC

IN THIS SCENARIO, DO NOT LOG IRs AGAINST YOUR COMPANY'S SOLDTO: It is important that you specify the project and location where the issue is occurring by selecting the proper SoldTo. Information on the project and site will help the technical support team with the issue resolution and will help you identify the IRs you submitted.

QTAC - I am a system integrator. How do I submit an IR for demos/training purposes?

  • Log on to QTAC with your WebKey account

  • Select your Company's SoldTo in the IR SoldTo field

  • Leave the IR Enduser SoldTo field empty


QTAC - I am an EndUser. How can I see all the IRs submitted on my behalf?

In QTAC, you can view all the IRs that have been submitted against your SoldTo

  • Log on to QTAC with your WebKey account

  • Go to the Search and Update Call tab

  • Narrow your search by using the search filters


QTAC - I am an EndUser. How do I submit an IR?

It is important that you specify the project and location where the issue is occurring by selecting the proper SoldTo. In this way, the correct service levels fassociated with that SoldTo will be loaded by the system and your IR is placed correctly in the technical support working queue. In addition, information on the project and site will help the technical support team with the issue resolution and will help you identify the IRs you submitted.


QTAC - I am a SIMENS PLM employee. How do I submit an IR for an EndUser/Development/Internal purposes (demo/training)?

By default, in QTAC you are prompted to select the DEV SoldTo. Do not use it for SIMATIC IT enquiries. All SIEMENS DF PL divisions are provided with their own SoldTo, associated with the proper service levels.

You should receive the SoldTo details via email. If not, please write to tsswebstaff.simatic-it@siemens.com 
CASE 1: IRs logged on behalf of ENDUSER in PRODUCTION PHASE

  • Log on to QTAC with your WebKey account

  • Select your SIEMENS DF PL division SoldTo in the IR SoldTo field

  • Enter the ID of the EndUser's SoldTo in the IR Enduser SoldTo field

  • Flag the Set Enduser SoldTo to Private if the Enduser does not need to view the IR in QTAC. Otherwise, they will see it

CASE 2: IRs logged on behalf of ENDUSER in DEVELOPMENT PHASE

In this scenario, we must be able to identify the development project you are submitting the IR for. In a pre-production phase, the EndUser may already have bought SIMATIC IT licenses, so the EndUser SoldTo is available. In other cases, such as in a development phase of a project for a product upgrade, we must set up a dedicated EndUser SoldTo that you can use to log IR againts.
Write to tsswebstaff.simatic-it@siemens.com  if you do not know your EndUser's SoldTo or to set up a new SoldTo for the development phase

  • Log on to QTAC with your WebKey account

  • Select your SIEMENS DF PL divisions SoldTo in the IR SoldTo field

  • Enter the ID of the EndUser's SoldTo in the IR Enduser SoldTo field

  • Flag the Set Enduser SoldTo to Private if the Enduser does not need to view the IR in QTAC

CASE 3: IRs logged for internal demos/training

  • Log on to QTAC with your WebKey account

  • Select your SIEMENS DF PL divisions SoldTo in the IR SoldTo field

  • Leave the IR Enduser SoldTo field empty

IMPORTANT: DO NOT USE THE DEV SOLDTO

QTAC - Will the SIMATIC IT Technical Support phone number change?

No, for the time being, the SIMATIC IT Technical Support phone number will not change. Phone support is available for critical issues only. Unless otherwise stated in the maintenance contract, please use the following information to reach support by telephone

For all countries, please dial the number listed for the desired product area:

  • Simatic IT eBR: 0033 5 34 474 370 (France)

  • Simatic IT R&D Suite: 0032 2 536 33 33 (Belgium)

  • All other Simatic IT Products: 0039 010 34 34 000 (Italy)