SDL Tridion Services: Support

We tailor our customer support offerings to meet our customers’ specific requirements. Whether you are a SDL Tridion customer or a partner, our offerings ensure technical assistance when you need it most.

Knowledge and experience. Our Customer Support engineers bring their professionalism and extensive experience to help you solve issues quickly and effectively. We use a comprehensive knowledge base to track, report and analyze product and implementation issues to ensure we provide the best possible solutions.

Customer satisfaction. Our Customer Support mandate is to continually improve the quality of our service. Your feedback is invaluable as it helps us to provide the highest possible quality of customer support. We actively use your feedback and are proud of our 97% customer satisfaction rating.

Customer support plans. Our support plans are designed to meet your organization’s specific needs. We offer the following support plans:


Assistance during service hours Access to SDL Tridion World Online support case registration in the SDL Tridion support system Online status inquiry Hotfixes and service packs Online documentation	Automatic access to new releases of licensed software.	24/7 support for critical issues.	A dedicated support engineer 8 days of classroom training 5 days of on-site emergency support Quarterly review meetings to ensure optimal performance

Things do not always go as originally planned. At these times I rely on having an excellent support team to be there when I need them, SDL Tridion Customer Support never fails to provide effective customer support at the times when it is most needed.

Ryan O’Dell, SDL Tridion Developer and Consultant, Corporate Internet Team Global Solutions at Unilever