Frequently Asked Questions

Use our frequently asked questions section to find the answers to your product queries.

Our top frequently asked questions

Buying frequently asked questions

Support frequently asked questions

General frequently asked questions

Our top frequently asked questions

What is translation memory?
Translation memory is the pairing of a sentence in the document you are translating from and its translation in your translated document. SDL Trados 2007 stores this pair in a database or memory and automatically gives you the translation of any sentence that you have translated before. Translation memory will also give you "fuzzy" matches for sentences that are similar, but not identical, to sentences you have previously translated.

What is translation management?
Terminology management allows you to keep track of definitions and translations for words that you encounter. Terminology management tools can include glossary and dictionary type entries. SDL MultiTerm is the terminology management component of SDL Trados 2007. SDL MultiTerm will keep you from having to research or lookup terms more than once. SDL MultiTerm allows you to easily import glossaries that you already use.

What do I get when I order SDL Trados 2007?
You will receive the complete software package so SDLX 2007,SDL TRADOS Translators Workbench 8.0, SDL Synergy 2007 Client, SDL MultiTerm 2007, SDL Trados WinAlign, SDL Trados TagEditor and Filters.

Do you offer persons who become SDL TRADOS Certified help in getting translation work?
The SDL TRADOS Certification program has been developed with the aim of helping freelance translators achieve their professional development and career advancement goals. Additionally, all major translation community websites such as Proz.com, Aquarius, TRADUguide, have recognized the importance of technology Certification alongside linguistic credentials and have added fields to display SDL TRADOS Certification in their translator’s profile area. Search results from these websites have shown that outsourcers actively look for persons who have the SDL TRADOS Certification credential as a means of validating their level of expertise in the worlds leading translation technology tools.

If I do not purchase support & maintenance how do I resolve technical issues?
If you choose not to purchase a support & maintenance contract then you will be able to receive support by logging into your "account" area and then going to "My Support" you can then search the SDL Trados Knowledge Base to search for answers. If you have a licensing and installation issue you can navigate through the solution finder to resolve any problems.

Do I have to buy an upgrade each year?
If you have a support and maintenance contract then you do not need to buy upgrades as you will automatically receive upgrades. If however you do not have a support and maintenance contract then to stay up to date with your software you will need to buy the upgrades as they are released.

What does Certification mean and do I really need it?
The SDL TRADOS Certification Program is the industry’s premier technology based certification which provides a recognized standard of excellence in SDL Trados software knowledge. It’s a comprehensive professional education program designed to develop and validate expertise in the use of SDL Trados translation technology tools.

Where and how can I purchase the support and maintenance on your web site?
Support and maintenance contracts cannot currently be bought online, to purchase an agreement you will need to contact Product Sales on +44 1628 416320

Buying frequently asked questions

What happens when I order SDL TRADOS software from LSPzone?
Once you have created an account for yourself in our Online Order System and paid for your software with your credit card, you will receive an email from SDL informing you on how to download the software and where to find your activation key to license your software.

What payment methods do you accept at LSPzone for my product purchases and upgrades? Can I pay for my software in instalments?
Unfortunately you cannot pay for your software in instalments but you can pay for it using a credit card – American Express, Visa or Mastercard and with Switchcards. The final method of payment that is available is via bank wire transfer.

Can the software be returned if not suitable or I am unhappy with it?
The only time software can be returned is if it doesn’t work in your Mac environment otherwise we will give you technical assistance in setting the software up correctly so that it will work in your environment.

How do I place an order for a Certification Starter Pack?
To place an order for the Certification Starter Pack please go to the page and decide if you wish to order the training in either SDLX or Workbench. Once you have selected the package you wish to purchase then simply follow the link through to the Online Order page.

How do I order a Premium Support and Maintenance Agreement (PSMA)?
You can order support and Maintenance when you first purchase your product online or you can call the Product Sales Team on +44 1628 416320 and they can take your order over the phone

Is the maintenance package an annual fee?
Yes it is an annual fee.

What is the cost of the support and maintenance?
The support and maintenance contract is charged at 20% of the full list price of the products you purchase.

How do I buy from the web?
Please go to the products section and select the one you wish to purchase, click on the buy now button and select any training or other products that you may wish to buy then proceed to check out. If you are a returning customer you’ll be asked for your email address and password to login to your account, if you’re a new customer you will be asked to create an account for yourself. Once this has been done you will be asked if you wish to place your order and what method of payment you wish to use. When you have paid for your software you will be taken to a page where all the information will be displayed on how to download and activate your license.

Support frequently asked questions

What should I do if I am upgrading from MultiTerm iX (version 6.x)?
If you are upgrading from MultiTerm iX (version 6.x) you will need to uninstall this version before upgrading to a later version.

What should I do if I am upgrading from MultiTerm 5.x or MultiTerm ’95 Plus?
There is no need to do anything if you are using MuliTerm 5.x or MultiTerm ‘95+. This version will continue to work with the latest version of SDL Multiterm.

Is the maintenance package an annual fee?
The PSMA (Premium Support and Maintenance Agreement) is an annual contract that shall be renewed automatically unless we have been notified otherwise by a customer prior to the expiry date

What is the cost of the support and maintenance?
The cost of the PSMA package depends on the level and the number of licenses that a customer currently has / is using. In general, PSMA Level 1 is 20% of the list price of the product. PSMA Level 2 is 25 % of that.

After reformatting our computers Trados 6.5 was deleted, how do we re-install?
You will need to go to your account area at: https://oos.sdl.com/asp/products/ssl/account/default.asp

Log in with your username and password and select “Go to My Downloads”

You should see your Trados 6.5 in your Downloads area. If you have any problems accessing your software please Select “My Support” and go to the Installation and Licensing area and log a request.

How do I retrieve my lic.file from the old computer?
Please go to the following and log your request: https://oos.sdl.com/asp/products/ssl/account/default.asp

Login with user name (this is usually your email address) and enter your password:

Select: “Go To My Support »”

Under: Licensing and Installation Help
Select: “Go »”

Go to end of page and select “Start”

At the top of the page, select “Solution Finder”

From the left hand side of the page select what you need help on, for instance, “Licensing Problems”

Answer the questions and select “Next”

If you haven’t found your answer, please fill in the form and select “Submit Query”

A support engineer will get back to you with help on installation and licensing.

Where can I get help with my installation and licensing?
Please go to the following and log your request: https://oos.sdl.com/asp/products/ssl/account/default.asp

Login with user name (this is usually your email address) and enter your password:

Select: “Go To My Support »” Under: Licensing and Installation Help, Select: “Go »”

Select: “Go To My Support »”

Under: Licensing and Installation Help
Select: “Go »”

Go to end of page and select “Start”

At the top of the page, select “Solution Finder”

From the left hand side of the page select what you need help on, for instance, “Licensing Problems”

Answer the questions and select “Next”

If you haven’t found your answer, please fill in the form and select “Submit Query”

A support engineer will get back to you with help on installation and licensing.

Why does SDL MultiTerm 2007 Extract not work?
When you purchase SDL Multiterm SDL Multiterm Extract is automatically installed with it. However, this is a separate product that has it’s own license. If you did not purchase SDL Multiterm Extract it will only run in demo mode.

If you would like to purchase SDL Multiterm Extract please go to our products section.

For more information on SDL Multiterm Extract please go here.

What countries provide support?
The following countries provide support through our offices:
England, Germany, Belgium, USA, Japan and China

If I have a support contract, will I get telephone support?
Yes, if you have a support contract you will have access to telephone support, however, before you call in please log a case on the support center. The hotline telephone support is manned from 9.00am - 5.00pm in each local office that provides support.

General frequently asked questions

What does LSPzone offer?
LSPzone.com is a one-stop site for all translation agencies looking to find out more about SDL TRADOS products, SDL TRADOS Certification and training and support. The site also offers resources, news, webinars and work via the LSP Directory.

Should I have a profile on LSPzone.com?
Lspzone.com features our find an LSP database, which can prove to be an invaluable business resource for the translation agency. Many corporations search this database looking for LSPs so if you are listed, they can find you and contact you for your services. The LSP database can showcase your skills and help improve your visibility and increase your business, plus its completley free to join and search!

What is the difference between my LSPzone profile and my SDL TRADOS account at the Customer Center?
Your LSPzone profile is essentially a description of your skills, expertise and qualifications as a professional translator, posted to our online database of LSP's. One of the many benefits of being an SDL Trados customer is that you can promote and showcase your skills on our LSPzone website to help increase your visibility and boost your business.
Your SDL TRADOS account at the Customer Center is where you download SDL Trados software, updates, upgrades, patches, softkey licenses, etc. You also have seperate log in details for the LSPzone directory and the account at the Customer Center.

How do I update my profile on the directory?
To update the details in your profile for the LSP Database you will need to log in to your profile here. Once you have logged in you will be able to add/update your details by selecting edit by each section. If you have any problems with the profile you can contact us at lspzone-info@sdl.com

How do I update my details in my Account?
To update the details in your "account" area you will need to log in here. Once you have logged in to the Customer Center you will see your account summary page and on the left you will be able to update/edit the "my details area" and "change my password" sections.

How can SDL TRADOS help me win business?
Many service providers and corporations prefer to use SDL TRADOS enabled freelancers. Having SDL TRADOS software can ensure you are compatible with these organizations, which greatly improves your chances of winning business with them.

Where can I find my SDL TRADOS User Manuals?
You can find softcopy versions of your user manuals in several places. All user documentation is included (in Acrobat PDF format) when you download your software from the Customer Center.

Can webinars be run at varying times of the day to suit the US? (and other countries)
SDL TRADOS aims to run webinars at different times of the day to try to reach as many countries as possible, however should the times not be suitable for your area or you are unable to attend a webinar of interest then you may be able to download the recorded version from our webinar recordings section which can be found under our downloads area.