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.
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
We provide two places for our customer to log into the Support Portal. If you are an existing Enterprise Customer and have not been provided with a login for our “My Account” area then please login here.
If you have been a long standing Desktop Product user or an Enterprise customer who has been moved over to the “My Account” area then you can log in here.
Both portals link to the same Support tools that we use to support you but the new “My Account” centre provides you with a starting point to access many other features from the same place.
If you don’t have a Support Contract we will help you with licensing or installation problems (http://www.sdl.com/en/support/solution-finder.asp )to ensure that you can start to use your SDL Product but for any other problem you will either need to purchase a Support Contract or use some of the other resources available. For more information on what resources are available to you.
