STATUS UPDATE (March 5 2026):
Dear Community,
The exciting transition to the Siemens Support Center is now in full swing! We have migrated all your closed cases to the new platform.
To facilitate the migration of your open cases, the Altair Support Portal will be locked down on March 6th.
When you return to work on Monday, March 9th, please check your inbox! You will receive an email containing essential instructions to activate your account on the Siemens Support Center. Once activated, you'll be able to view all your past closed cases, as well as your open cases.
We've worked incredibly hard to ensure a seamless migration. However, with an undertaking of this scale, there's always a slight possibility that something might not appear exactly as expected. If you notice anything amiss with your cases or data, please don't hesitate to bring it to our attention immediately by creating a case in the support center. We are committed to resolving any issues as quickly as possible.
We deeply appreciate your tremendous support and patience throughout this migration. We're truly excited to continue providing you with the best possible support experience through the enhanced Siemens Support Center!
Warmly,
The Altair and Siemens Support Teams
PS: Here are some useful links that can help you get started:
Support Migration updates
Siemens DISW Customer Center | Getting Started
Four steps to: Register for Support Center
Starting Your Support Center Journey
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Hello, amazing Altair community!
We're buzzing with excitement to welcome you to this dedicated space, created just for you as we embark on an important transition: moving Altair's support infrastructure to the Siemens Support Center. This is a big step, and we're committed to making it as smooth and transparent as possible.
This community page is your go-to hub for all things related to this transition. Think of it as your friendly neighborhood guide, offering key information, helpful resources, and most importantly, a place for you to ask questions, share your thoughts, and connect with us and each other. We believe that by working together, we can make this transition a truly positive experience!
Altair + Siemens: Forward together, The power of possibility!
Phase 1: Support Infrastructure Move
Target Transition Date: While we initially targeted mid-January, we've determined that additional time is needed to complete the migration. We are committed to ensuring a smooth transition and will communicate the confirmed transition date as soon as it becomes available.
While the Altair Community and Altair Learning will still be up and running, this will be a "hard cut-over," for the Altair support system, which will gracefully retire for new support submissions (both email and portal).
Account Activation: Coming Soon!
Close to the target transition date, Altair commercial users and verified faculty, will receive a special activation email from no-reply@sw.siemens.com with a unique link to set up your new Siemens Support Center account. Keep an eye on your inbox! Activating your account promptly will ensure you have immediate access to everything.
Your Cases, Migrated with Care: We know your support history is important, and we've got it covered…
Open Cases: All your currently open support cases with Altair will be migrated to the new Siemens Support Center. There's no need to re-submit – they'll be waiting for you!
Closed Cases: For your convenience, all closed support cases created on or after June 1st, 2021, will also be migrated and accessible within the new system.
New Way to Submit Support Requests: After the transition, all new support requests must be submitted directly through the Siemens Support Center portal. We will no longer be able to accept support inquiries via email or the Altair Support Portal. This will ensure that your requests are routed efficiently and tracked effectively.
The Big Move: Get Ready for an Enhanced Support Experience!
With this move, the Siemens Support Center will be your new home for all Support Requests, Knowledge Base articles, Product Downloads, and Documentation.
We're genuinely excited about the new capabilities this will bring. Here are just a few highlights:
AI-Powered Answers: The Siemens Support Center features an intelligent AI tool that scans documentation and our extensive Knowledge Base (KB) to provide immediate, relevant answers. This means faster problem-solving and more efficient support for you.
Comprehensive Resources: Access to our Knowledge Base articles, product downloads, and documentation, all designed to help you succeed.
Support Request Tracking: A streamlined system means you'll continue to have clear visibility into the status of your support requests.
Your Resources for a Smooth Start
We want you to feel completely comfortable navigating your new support environment. To help you hit the ground running, here are some resources that will be helpful to you:
Siemens Support Center Starters Video Guide with step-by-step instructions on everything from activating your account to submitting a new support request, finding product documentation, and tracking your cases.
FAQ's to answer some commonly asked questions.
Tips & Tricks on making the most of the new portal's features, including how to best utilize that fantastic AI tool (coming soon)!
Phase 2: Altair Community and Altair Learning Transitions (to be announced)
The Altair Community and Altair Learning will not be moving at this time. Those transitions will come later and will be announced in this space.
Until announced, please continue to use the Altair Community and Altair Learning as you currently do.
Let's Talk: Your Space for Questions & Feedback!
This community page isn't just for announcements – it's for us to interact! We strongly encourage you to use the comment section below to ask questions about the transition, the new support system, or anything else related to support.
What You Can Do Now:
- Keep an eye on your inbox for that all-important account activation email.
- Once your account is active, explore! Click around, get familiar with the layout, and try out the new features.
- Come back here to ask questions, find resources, and share your journey with us.
We're truly excited about this next chapter and are confident that the Siemens Support Center will provide you with an even better support experience. Thank you for being such a valued part of our community – we're here to support you every step of the way!
Best regards,
The Altair and Siemens Support Transition Team
FAQ:
- Can I email my questions to no-reply@sw.siemens.com?
A: no-repy@sw.siemens.com is an unmonitored mailbox. Please do not send any support requests to it. - What happens to Managed Licenses?
A: You will continue to access Altair One for your managed licenses. - Do we expect the product names to change?
A: The main updates are
1: Altair products will appear under Simcenter (simulation) HPCWorks (enterprise computing) and Rapidminer (data analytics), in the Siemens Support Center. and
2: CamelCases will be dropped. For example, HyperMesh will show as Hypermesh.
