SDL Trados Support Services
SDL customers know that expert support is one of the most critical factors
for a successful solution deployment.
Are you experiencing Licensing or Installation problems?
Do you already have an SDL Support contract? - Log a Support Case
SDL provide licensing and installation support to all our customers.
For all other support queries we offer you a choice of Support and Maintenance services.
There are two Support and Maintenance services available:
Support and Maintenance Professional (PSMA Level 2)
Support and Maintenance Basic (PSMA Level 1)
Support and Maintenance Professional
If you are one of our corporate customers or a Language Service Provider then our Support and Maintenance Professional contract is perfect for you. It provides:
- Help with installation and licensing
- The latest product upgrades, updates and service packs of the world's favourite translation software at no extra cost to you for the duration of your agreement. You can choose to have a 1, 2 or 3 year agreement with us
- Unlimited support requests with an initial response time based on the severity of the case logged
- The ability to determine case priority level is determined by you
With the additional benefits of:
- 4 people who can log support cases on your organization's behalf
- Fast response times – 3 working hours for system critical support cases
Response Times
| Support & Maintenance PROFESSIONAL (PSMA Level 2) | |
|---|---|
Critical | 3 working hours |
High | 5 working hours |
Medium | 1 working day |
Low | 5 working days |
How do I log a Support Case?
If you have a Support and Maintenance contract - go to your SDL My Account, log in and follow the My Support links.
Logging a Support case (
541.8 KB)
Our Support Services
Whether you are new to SDL, or are an experienced user, you can rely on the expertise of our highly skilled technical support specialists to solve your software queries.
Support and Maintenance Basic
If you are an individual user then a Support and Maintenance Basic contract is ideal for you. It provides:
- Help with installation and licensing
- The latest product upgrades, updates and service packs of the world's favourite translation software at no extra cost to you for the duration of your agreement. You can choose to have a 1, 2 or 3 year agreement with us
- Unlimited support requests with an initial response time based on the severity of the case logged
- The ability to determine case priority level is determined by you
- Response times to critical support requests by the next working day
- 1 designated representative who can log support cases
Response Times
| SDL Support & Maintenance BASIC (PSMA Level 1) | |
|---|---|
Critical | 1 working day |
High | 2 working days |
Medium | 3 working days |
Low | 5 working days |
How do I log a Support Case?
If you have a Support and Maintenance contract - go to your SDL My Account, log in and follow the My Support links.
Logging a Support case ( 541.8 KB)
Our Support Services
Whether you are new to SDL, or are an experienced user, you can rely on the expertise of our highly skilled technical support specialists to solve your software queries.
Quick comparison | Support and Maintenance
| Support and Maintenance
|
| Services: | ||
| Free software upgrades, add ons and service packs |  | |
| Unlimited support requests | | |
| Telephone Support - Japanese, Chinese, French, German, Dutch and English | | |
| Designated representative to log support cases | 1 | 4 |
| When logging a case you choose your case severity | | |
| Minimum response time for critical support cases | | |
| Response times: | Basic | Professional |
| Critical | 1 working day | 3 working hours |
| High | 2 working days | 5 working hours |
| Medium | 3 working days | 1 working day |
| Low | 5 working days | 5 working days |
How to purchase Support and Maintenance
The cost of a Support and Maintenance Basic or Professional contract is based on your individual SDL solution.
Request a Quotation
- Ensure that when faced with 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 visiting your SDL My Account page.
Alternatively contact our Customer Care team by email or telephone and they will be happy to give you a quotation.
- contractrenewals@sdl.com
- +44 1628 410 165
Alternatively you can purchase our software via the online shop and the option to add a valuable Support and Maintenance contract 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 Support and Maintenance contract will appear.
Are you considering SDL Trados Studio 2011?
If you are new to SDL Trados Studio then please use our resources below to discover our new translation memory software:
SDL Trados Studio VideoDownload this free video today for an introduction to the features and benefits of SDL Trados Studio 2011, the latest version of the market-leading translation software. Learn More |
Join a Webinar
|
SDL Trados Studio TutorialDiscover SDL Trados Studio and the host of new features, such as, AutoSuggestTM, Real-time preview, QuickPlaceTM and Context Match through this interactive demo. |
Are you an existing user of SDL Trados Studio 2011?
Discover our range of resources available for new users of SDL Trados Studio:
Beginners GuideDownload this simple step-by-step tutorial to help get you started in SDL Trados Studio. Learn More |
Tips and TricksLooking for some helpful hints to get you started with SDL Trados Studio 2009? Browse through a selection of our short tutorials today! Learn More |
3rd party user forums
You may also find the following online resources a great way to share your experiences and to discuss best practice on using our software for maximum efficiency and productivity.
These sites are independent and maintained by experienced users of our software.
- Yahoo - Trados Workbench and other Trados products e.g. MultiTerm, WinAlign, - user forum: http://tech.groups.yahoo.com/group/TW_users
- Yahoo - SDLX user forum: http://tech.groups.yahoo.com/group/sdlx
- ProZ – SDL technical support forum: http://www.proz.com/forum/65
SDL is not responsible for the content of these forums or mailing lists. They are independent of SDL, and the inclusion of links to them is not an endorsement of them or of their owners by SDL. They are independent and operate through the goodwill of the extensive SDL user community.
Support frequently asked questions
- Is the Premium Software Maintenance Agreement (PSMA) an annual fee?
- What is the cost of a Premium Software Maintenance Agreement (PSMA)?
- After reformatting our computers SDL Trados 2007 was deleted, how do we re-install?
- How do I retrieve my lic.file from the old computer?
- Where can I get help with my installation and licensing?
- Why doesn’t SDL MultiTerm 2007 Extract not work?
- What countries provide support?
- If I have a Premium Software Maintenance Agreement (PSMA), will I get telephone support?
- Where can I find information about how to use the Support portal?
- I am interested in understanding more about your products
- Where can I find more information on SDL Trados training?
- What is the difference between an activation code and floating license?
- 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.
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".
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 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.
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.
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.
If you require further information regarding support please visit http://talisma.sdl.com/index.aspx?t=faq
SDL TRADOS Technologies provide different types of software license, to allow us to create flexible solutions to meet our customers’ needs.
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.
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.
