Xcelerator Share Submitting Xcelerator Share issues from indirect customer

Summary

In this guide we describe the procedure how can indirect customer (supported by Siemens Partners) submit Xcelerator Share issues directly in Support Center

Details

In order to maximize customer adoption and success with the new Xcelerator Share technology, indirect customers (supported by Siemens Partner) will be able to open support cases directly with Siemens through 2022 by using the Xcelerator Share L1 product:

• Once the customer has purchased a software product with a hybrid SaaS license type, an e-mail (sometime one per product) will be sent automatically from Siemens PLM License Generator to the following persons: the ECA admin and the Contract customer. As shown below the e-mail includes the information about the Sold-To number, Webkey access code and ECA Admin etc.

• Login into Support Center. Click on the link https://support.sw.siemens.com/en-US/ and login with your Webkey provided by the e-mail from last point.

• Submit Xcelerator Share tickets in Support Center by using Xcelerator Share L1 product

• Click on the button ‘Manage Product List’

• Search for the product Xcelerator Share, click on it, and confirm visibility is turned “On”

The indirect customer can now view the Xcelerator Share Product Center and when they enter the case submit workflow, submit those Xcelerator Share cases to the Siemens Cloud support team directly.

• In the Product Center, scroll down the page and click on ‘Support Cases’

• Click on ‘Open New Support Case’ and follow the instructions provided here: https://account.sw.siemens.com/en-US/help/supportCases

Once a support case has been submitted successfully, the Siemens Cloud Technical Support (CTS) team will review the case and get back to the customer as soon as possible.

All other desktop Product related issues should be submitted via the indirect customer’s normal process with their assigned Partner.