The code for Customers having an active Software Maintenance Agreement enjoy the benefit of speaking with our Applications Helpdesk. Normally, this is initiated by the customer calling the CIC Customer Interaction Center (800) 327-9735 or cic.metrology.us@zeiss.com . The CIC will check the Serial Number provided by the customer for an active SMA (or a pre-determined exception such as Colleges or special Strategic Account (GM or Ford only)).  If a “Yes”, they will create a CRM Ticket and route to the Applications Helpdesk.  Notes will be included in the Ticket (i.e. email correspondence, description of the problem). This process may also begin by Aftermarket Sales or any other ZEISS employee contacting the CIC on behalf of the customer.

If no SMA is found, the CIC will create a Ticket assigned to Aftermarket Sales.  The Aftermarket Salesperson is to then contact the customer and attempt to sell and SMA. Please close the Ticket if you agree that no support should be granted.  If you would like for CIC to provide software support this customer, redirect the Ticket to the Applications Helpdesk by editing the Ticket:

1. Change Description to one of the following:
   1. “SMA Verified” if determine there is in fact and Active SMA
   2. “SMA Grace Period” if within one month of expiration
   3. “SMA PO Pending” if PO is in process or pending
   4. “AMS Approved” if AMS requests at discretion
2. Change the User Status to “Follow Up Needed”
3. Add Internal Note stating “AMS Confirmed - Please provide support”
4. Set First Level Support to 4206037 - Applications Helpdesk

If the CIC creates a Ticket but then the Applications Helpdesk determines there is no active SMA, they will redirect the Ticket to Aftermarket 4206051. If you disagree, you can simply pass it back to 4206037 Applications Helpdesk with the steps above.

The Hardware Service Support Team has code 4206039 for customer matters or 4206040 for only internal ZEISS support matters.  The code for 3D Optical Hardware support is 4206590.

Do NOT use CIC Customer Interaction Center code 4206055. This code is not checked for tickets!

To be clear, we no longer offer “Free Calls” nor do we offer a “Pay Per Incident”. 

The overall aim is to provide this service to customers with active SMA.  This is only fair to the customers who have maintained their SMA through the years.

ADDITIONAL CODES FOR ROUTING TICKETS
4206037 - 1st Level Application & Software Support
4206038 - 2nd Level Application & Software Support (For Techs and A/Es onsite)
4206039 - 1st Level Hardware Support CMM
4206040 - 2nd Level Hardware Support CMM (High Priority)
4206041 - 3rd Level Hardware Support CMM (High Priority)
4206590 - 1st Level Hardware Support Optical & C3D
4206044 - 1st Level Hardware Support CT & Metrotom
4206047 - SFG/TSK
4206051 - Aftermarket
4206053 - Customer Care & Software Licensing
4205069 - Germany 2nd level HW support
4206634 - Automation

• Germany – 4205072 – 2nd Level Bugs for CALYPSO, CALIGO, GEAR, PiWEB Reporting and NEO (ZAPHIRE)  
• Germany – 4205074 – 1st Level CT Support (xray - 4206162)  
• Germany - 4205062 – 2nd Level PiWeb 
• Germany – 4205071 – 2nd Level Dashboard  
• Germany - 4206382 - 2nd Level Optical  
• Germany - 4205951 - 2nd Level ZI X-ray  software-support.metrology.de@zeiss.com 
• Germany - 4205649 –2nd Level Optical Licensing 
• Germany -  HW 2nd Level ZI X-ray: 4205074 / ct-hotline.metrology.emea@zeiss.com  
• Germany - HW 2nd Level Optics: 4206381 
• Germany – 4205042 – 3rd Level PiWeb  
• Germany - 4205061 – 3rd Level Holos  
• Germany – 4205066 – 3rd Level Optotechnik (COMET & Tscan)  
• Germany – 4205062 – 3rd Level MCC  
• Germany – 4205078– 3rd Level CT  
• Germany – 4205077 - 3rd level SW Support (Development)