Where can I find support for SDL products?
Since we released the 2009 line of desktop tools there has been an increasing amount of activity expended in creating material all over our websites, on social media sites and in the products to help users get more from their investment. But we still see users asking us where to get help..! I read an interesting article in the papers - "Data Overload" - that describes the effects of having too much information when it isn't organised in a way that allows you to use it effectively. This is an extreme example of course, but I think the same applies to users looking for help in our own websites and products.
This year we have started an initiative within Client Services to tidy up our information and make it easier for users to find their way around the information we have available, and as a precursor to this I thought a good idea would be to write down where everything is so we can refer to it now and then look back on this at the end of the year to see how much better it is.
Getting Technical Support
First off, all the information you need to know about how to get support is contained here - SDL Support Services. Bookmark this page for reference. The basic idea is that if you have a support contract with us then you have full access to all of our support resources through the support portal. A telephone hotline is available if you need to escalate a case that is not being resolved quickly enough.
If you don't have a support contract then you can access our support resources for Licensing or Installation issues to make sure you are always able to get up and running. If you have other problems once you start to use the software then your options are these.
- Use the SDL Knowledgebase where we regularly add new articles every week
- Subscribe to articles in the Knowledgebase to be kept up to date, in particular Product Update Notifications
- Use the Solution Finder which is part of the SDL Knowledgebase and is also the place to go for Licensing and Installation Help
- Use one of many forums where you will find experienced users willing to help, some of which we monitor and particpate on a regular basis
o TW_Users SDLX
o Translators Cafe
Getting Non Technical Support
I'm referring to questions like "How much would an upgrade cost?", "What product do I need to work with SDL WorldServer?", "Where can I purchase a Support Contract?", "Do you offer any training programmes?", or even "How can find out where to get Support?" etc. For these types of questions, if you are an Enterprise Customer then your Account Manager is the place to go. But if not then the place to go is here - Contact SDL. This link takes you to a page where you can start a Live Chat session, or you can fill out an enquiry form to be contacted when you have more time. The Live Chat sections in the Shop area, Shopping Basket, SDL Trados Studio and Training & Certification web pages are designed to help you with product/service and purchasing decisions and not technical support.
There are also links on this page directing you to where to find information about Training and Certification. Here you can find out about attending training and also find links to a host of other resources for self training and getting help.
Finding answers on how to use the Products
This is possibly the most comprehensive array of resources I have ever seen provided free of charge on how to use CAT tools. The first place is to look in the products;
- The Start menu in windows under SDL-SDL Trados Studio 2009-Documentation for example contains pdf documents on the following
o SDL Trados Studio 2009 Migration Guide
o Three "Quick Start Guides" for Translating and Reviewing, Translation Memory Management and Project Management
- Pressing F1 on any window in SDL Trados Studio 2009 takes you to an online help (if you are connected to the internet) relevant to the window you have open. This help is regularly being updated and this year will contain more types of media for helping users than ever before
- The menu on the left also contains links to Video tutorials and getting started tutorials
- You can also access the online help any time from a browser
- SDL Video Tutorials
- YouTube Videos created by SDL
- Tips and Tricks pages
- The Knowledgebase also has many links for resources like this in the top menu bar where you can also access FAQ, white papers and product briefs, common licensing questions and more