SDL Support Services

SDL Support Services

The goal of SDL Support Services is to exceed expectations

The mission of the SDL Support team is to provide all of the SDL customers with excellent customer service and the best support possible. By providing multiple support offerings SDL customers can choose the level of support that best fits their needs.
The SDL Customer Support team will work to ensure your success by helping you avoid downtime and by optimizing your solutions to better meet your needs. Our globally located support centers ensure that a support specialist is always within reach. In addition to resolving issues, our specialists can work with you to increase the return-on-investment that the SDL GIM applications generate for you.

 

Flexible Support Options

The mission of the SDL Support Team is to provide all of our customers with excellent customer service and the best possible level of support. By providing multiple support offerings SDL customers can choose the level of support that best fits their needs

The SDL Support and Maintenance Agreement provides the best available service level and is ideal when time is a critical factor for your language production processes. It entitles you to contact the SDL Technical Support Specialists with unlimited support requests with a guaranteed initial response times based on the severity of the problem reported. Please contact SDL to learn more about support and maintenance agreements.

Premium Support & Maintenance Agreement Level 1

This level of support is designed for the individual user and the benefits offered are:

  • Hotline telephone support
  • Response time to support requests by next business day
  • 1 designated representative who will be flagged as having a support contract when they put a request into the support centre
  • FREE upgrades, updates and service packs for the whole year if the maintenance option is purchased

Premium Support & Maintenance Agreement Level 2

This level of support is tailored to the needs of a Language Service Provider or Corporate customer with multiple users. The Level 2 benefits offered are:

     1. Hotline telephone support
     2. Response time to support requests within 3 business hours if the request is critical
     3. Up to 4 designated representatives who will be flagged as having a support contract when they put a request into the support centre 
     4. FREE upgrades, updates and service packs for the whole year if the maintenance option is purchased

SDL have developed a number of web based self service support system to help companies resolve any issues that they may be experiencing. These include:

  • The SDL Trados Knowledge Base is accessible twenty-four hours a day, seven days a week. It puts a wealth of information at your fingertips, ranging from latest releases and hot fixes, to confirmed issues, best practices, and tips. Bookmark this page, and make it your first stop on the way to resolving any technical issues.
  • The Online Support Center is also accessible twenty-four hours a day, seven days a week, with a searchable solution database, and the capability to ask questions about SDL and SDL TRADOS desktop products by email and phone.

How to contact SDL Customer Support


If you require support for desktop products such as SDL Trados 2007, SDL Trados 2006, TRADOS 7, SDL MultiTerm Desktop, SDL MultiTerm Extract please visit the http://support.sdl.com and we will assist you as quickly as possible.

If you require support for enterprise products such as TM Server, MultiTerm Server, SDL TMS, TeamWorks, Language Server, or GXT, please submit your problem report using the support portal.