FAQ SUP01 - How do I contact the Customer Support?

customer support

Category: Simcenter Amesim

Topic: Contacting Support

Access Level: End User

Publish Date: July 2016

Question

How do I contact the Customer Support?

Answer

The customer support portal is called Support Center. The website is accessible at the following address: There, you will be able to:

• find the local Support phone numbers,

• create or respond to a case, and check the history for your account, as well as for your company,

• access troubleshooting articles to look for a solution directly in the Support Center,

• download Simcenter Amesim as well as the patches for the different platforms.

To create a new account on the portal, you will need:

• your Sold-to ID (identifier of your site and product also known as Server ID)

• your WAC: Webkey Activation Code

Both numbers are available in the header of your license file.

Contacting the Customer Support by phone

To contact the Customer Support by phone, you will need your sold-to ID (identifier of your site and product, also known as the Server ID).

Procedure

1. Connect to your account on Support Center and look for your local support phone number in the contact section.

2. When you call the support, you will have to enter the following sequence of numbers:

Language: 1 = English, 2 = Local language.

Product selection: 722 for Simcenter Amesim.

For example, to obtain support for Simcenter Amesim in German (the local language), you would enter:+49 221 02222 [wait for the connection] 1XXXXXXX#2722 (where XXXXXXX is the 7-digit Sold-to ID).

Contacting Customer Support via the Web

Procedure

1. Connect to your account on Support Center using the Login and Password you defined when creating your account.

2. Click the Open a Support Case button on the welcome page.

3. First search for an already existing solution on the portal entering the product and some keywords.

4. If not successful, click the Let's Open a Support Case button to open a new case.

5. Provide the full description of the issue. If necessary, you can upload files/models.

6. Click the Open this Support Case button.