AX4 incident
Support Center - Platform issues with case processing
AX4 experienced a major incident on March 13, 2025 affecting Support Center and Case Management, lasting 3h 33m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 13, 2025, 11:34 AM UTC
Dear Valued Customers, We regret to inform you that our ticket system is currently experiencing an issue. We are not able to receive cases from you, and also not receiving emails on already opened cases. We are actively working to resolve this problem as quickly as possible. In the meantime, we kindly request that you continue to send any inquiries, updates, or additional information related to your existing cases through the Support Center. We apologize for any inconvenience this may cause and appreciate your patience and understanding as we work to restore full functionality to our ticket system. If you have any further questions or concerns, please do not hesitate to reach out to our support team. Our support hotline is still reachable. In critical cases, please contact us via +49 6233 45943180. Thank you for your understanding. Best regards, Your Siemens Team
- investigating Mar 13, 2025, 12:21 PM UTC
We are continuing to investigate this issue.
- investigating Mar 13, 2025, 12:26 PM UTC
UPDATE – Support Center Operational, Case Management Tool Experiencing Issues Dear Valued Customers, Please be advised that while the Support Center remains fully operational, there is currently an issue with our Case Management Tool. ✅ What is working? You can open new cases and reply to existing cases in the Support Center. ⚠️ What is affected? New cases and replies are not reaching our Case Management Tool due to an interface disruption. Our team is actively working to resolve this issue as quickly as possible. What you should do in the meantime? Please continue to submit any inquiries, updates, or additional information via the Support Center as usual. If you require urgent assistance, please contact us by phone at +49 6233 45943180. We sincerely apologize for any inconvenience and appreciate your patience and understanding while we work to restore full functionality. Thank you for your cooperation. Best regards, Your Support Team
- resolved Mar 13, 2025, 03:07 PM UTC
Dear Valued Customers, The cases opened since this morning are starting to appear in our Case Management Tool. As far as we are aware, there is no longer an issue with the tool, so you can expect responses in all of the cases soon, newly opened cases should also appear in real time from now on. We will continue monitoring the tool in case of any further problems, but as of right now we believe this outage is resolved. Thank you for your patience. Best regards, Your Support Team