Support frequently asked questions

1. Is the Premium Software Maintenance Agreement (PSMA) an annual fee?
2. What is the cost of a Premium Software Maintenance Agreement (PSMA)?
3. After reformatting our computers SDL Trados 2007 was deleted, how do we re-install?
4. How do I retrieve my lic.file from the old computer?
5. Where can I get help with my installation and licensing?
6. Why doesn’t SDL MultiTerm 2007 Extract not work?
7. What countries provide support?
8. If I have a Premium Software Maintenance Agreement (PSMA), will I get telephone support?
9. Where can I find information about how to use the Support portal?
10. I am interested in understanding more about your products
11. Where can I find more information on SDL Trados training?
12. What is the difference between an activation code and floating license?
13. How do I request a quotations?

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

[Back to top]What is the cost of the Premium Software Maintenance Agreement (PSMA)?
The cost of the PSMA package depends on the level and the number of licenses that a customer currently has using. You can choose the level of support that best fits your needs.

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After reformatting our computers SDL Trados 2007 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 SDL Trados 2007 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 follow the steps of our Solution Finder "Download & Installation Problems".

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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.

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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.

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Why does SDL MultiTerm 2007 Extract not work?
When you purchase SDL MultiTerm 2007, SDL MultiTerm Extract is automatically installed with it. However, this is a separate product that has its 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 shop

For more information on SDL MultiTerm Extract please go here.

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What countries provide support?
The following countries provide support through our offices:
England, Germany, Belgium, USA, Japan and China. You can log your cases in English, German, French, Dutch, Japanese or Chinese. Please note that the choice of language may influence our response time.

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If I have a Premium Software Maintenance Agreement (PSMA), will I get telephone support
Yes, if you have a Premium Software Maintenance Agreement (PSMA) 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. You can find the numbers in the list displayed when you open one of your open or closed cases in the Support portal.

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If you require further information regarding support please visit http://talisma.sdl.com/index.aspx?t=faq 

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Activation code licenses (sometimes also referred to as ‘Product Activation Codes’) use a unique 21-character code to activate (register) or de-activate (return) the software license via the Internet. This allows users to move their license from one machine to another in a simple and secure manner.

To activate your activation code, please follow the instructions below:

• Login to your SDL Account
• Go to the My Downloads section
• Download and install your software on your chosen machine
• Go to the SDL License Manager
  (Start > Programs > SDL International > [Product Name] > License Manager)
• Go to the License Manager (initially this will be blank)
• Click on the Activate License option to activate the Product Activation Wizard
• Copy and paste the activation code from your SDL Account into the boxes and click ‘Next’
• You will then get a message informing you that the activation has been successful

To return your license so that you can use it on a different computer, please follow the instructions below:

• Go to the SDL License Manager
  (Start > Programs > SDL International > [Product Name] > License Manager)
• Select View Activated Licenses
• Highlight the Fulfilment ID of the Activation code to enable the Return License button
• Once available click the Return License button and you will receive confirmation that the license is now available to use on another machine

Activation code licenses are perfect for users with access to the Internet who wish to have the flexibility of moving their license from one machine to another (Internet connection is only required to activate and return licenses).

A floating license allows multiple workstations to share access to specific number of software licenses. These licenses are stored on a server, not an individual workstation.

For example, if SDL Trados is installed on 100 workstations and a 20 user license is set up on a license server. Only 20 people can be using the software at the same time, but it can be any of the 100 possible workstations.  Unlike activation codes, they do not need to be de-activated and manually re-activated on another machine to transfer the license.  On starting the SDL Trados software, the machines contact the license server and are allocated a license on a first come, first served basis. If all 20 licenses are in use, then the 21st user will not be able to run the product with licensed functionality until at least one of the other users closes their SDL Trados software, releasing a license automatically.

Floating licenses are ideal for organizations who wish to share a certain number of licenses amongst a larger number of users on the same network. This is particularly useful in situations where users in different time zones will not need to access the same software, at the same time.

To find out more about the difference types of license used by SDL Trados software, please visit the SDL KnowledgeBase.

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Request a Quotation

Ensure that you when you hit a problem you can contact our highly experienced support team.

Be confident that your next 12 months SDL product upgrades and updates are already paid for.

Whether you are an existing customer or new to SDL products, find out the cost of protecting your software investment by emailing the PSMA team and we’ll be happy to give you a quotation.

• contractrenewals@sdl.com
• +44 1628 410 165

Would you like to know more about other products and services? Simply login to your account and request a quotation

Alternatively you can purchase our software via the online shop and the option to add a valuable PSMA to your purchase is available once you have finalised your shopping basket - simply click the button Proceed to Checkout and the option to add a PSMA will appear.