SDL Trados Support Services
Are you experiencing licensing and installation problems? Visit our installation and licensing page for advice on how to resolve installation and licensing issues.
You can also find a great number of up-to-date articles on SDL products by visiting our Knowledge Base.
SDL customers have discovered that expert support is one of the most critical factors for a successful solution deployment. SDL Support is dedicated to helping you increase productivity and satisfaction and enabling you to maximize the benefits you achieve with SDL solutions.
If you are an existing PSMA Customer please visit our dedicated section.
- Support Services
- Level 1 PSMA
- Level 2 PSMA
- How to purchase a PSMA
- Support FAQs
Support Services and Free Resources
SDL provide a baseline level of support to all our customers with the choice to increase the support you receive. Add unlimited support calls, 3 hour case turnaround time and free upgrades, updates and service packs through the purchase of our Level 1 or Level 2 Premium Software Maintenance Agreement (PSMA).
If you do not have a PSMA then our online SDL Knowledge Base is your first and best method of getting the answers you need. Our Customer Support team update the knowledge base on a daily basis ensuring that you have up-to-date information and resources available.
 | SDL Knowledge Base - for resolutions to common issues, hotfixes and patches |  | Multilingual Solution Finder - to guide you to the answers for your download, installation and case logging problems |
 | FAQ's - answers to frequently asked technical questions in our FAQ section |  | Terminology Glossary - an extensive glossary with terminology used in our products and documentation |
 | Ideas at SDL - access to the SDL forum ideas.sdl.com to tell us your ideas for new functionality and product features |  | Free Webinars - access to our monthly series of Webinars and the ability to download recordings for future reference |
 | Your own SDL Customer Center via SDL My Account, giving you instant access to:
|  | Product Documentation and Tutorials accessed from within the application |
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.
Level 1 PSMA
If you have decided to protect your software solution by investing in our Premium Software Maintenance Agreement (PSMA) then the next step is to choose which level is right for your business.
If you are an individual user then a Level 1 PSMA is ideal as it provides:
- 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
- Case priority is determined by you
- Response times to support requests by the next working day
- 1 designated representatives who can log support cases
- Multilingual hotline - telephone support currently available in Japanese, Chinese, French, German, Dutch and English
- The ability to determine your preferred way of contacting the support team e.g. telephone or email
Support Response Times
PSMA Level 1 | |
Critical | 1 working day |
High | 2 working days |
Medium | 3 working days |
Low | 5 working days |
What did customers with a valid PSMA receive in 2008?
In the last year customers with a valid SDL PSMA have stayed right up to date with our latest product innovations and enhancements, and received the following product upgrades and updates at no additional cost:
- SDL Trados 2007 Service Pack 1
- SDL Trados 2007 Service Pack 2
- SDL Trados 2007 Suite with the following additional new features:
- Integrated automated translation (beta) for increased speed and productivity
- Incorporated visual software translation technology with SDL Passolo Essential
- 2009 ready - further file enhancements so that you can accept any project
How do I log a Support Case?
To log a support case as a PSMA holder, go to your SDL My Account and follow the My Support links.
Once you have logged your 1st support case you will see the contact numbers of all our Support Centers, you will then be able to elect your preferred contact method.
Our Support Services
Whether you are new to SDL Language technology, or are an experienced user, you can rely on the expertise of our highly skilled technical support specialists to resolve your software queries.
To enable us to continually improve the service we provide, we request feedback on every single support case we close. We ask that you tell us, based on the experience you have had with our support staff and resolution of your support case, whether you would be willing to recommend us.
94% of customers who completed the survey said they would be happy to recommend us
Level 2 PSMA
If you are one of our Corporate customers or a Language Service Provider then a Level 2 Premium Software Maintenance Agreement (PSMA) is best for you.
It provides all of the benefits of a Level 1 PSMA with the addition of:
- An increased number of people in your organization who can log support cases - up to 4 people can become your designated support representatives.
- Significantly increased support response times – 3 working hours for system critical support cases
Support Response Times
PSMA Level 2 | |
Critical | 3 working hours |
High | 5 working hours |
Medium | 1 working day |
Low | 5 working days |
How to Set Up a Support Representative
Step 1 - Go to the My Account area of our website where you will be asked to log-in. If you can't remember your password, simply click the Forgotten Password link on the log-in page and follow the instructions.
Step 2 - Depending on your level of support with us, you will need to set up designated people who can access your services online. Level 1 PSMA gives you single person access to our systems, and Level 2 gives up to 4 people access to our systems! To make this process easy, we have created a simple guide which can be found in the following SDL Knowledge Base article
How to purchase a PSMA?
The cost of a Level 1 or Level 2 Premium Software Maintenance Agreement is based on your individual SDL solution.
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 log in 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.
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 2009 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 Training?
- What is the difference between an activation code and floating license?
- How do I request a quotation?
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. For more information on the choice of PSMA please select the tabs 'Level 1 PSMA' and 'Level 2 PSMA'.
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 2006 Extract not work?
When you purchase SDL MultiTerm 2006, 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
Follow the link for more information on SDL MultiTerm Extract.
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.
You can download our Customer Guide to SDL Technologies Support on our support portal. I am interested in understanding more about your products
We organise free webinars about various topics that might be of interest to you. The agenda is published on our events calendar.
Where can I find more information on SDL Training?
Visit our training area for current information or for further information email producttraining@sdl.com
What is the difference between an activation code and floating license?
SDL Language 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 Studio 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 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 software, please visit the SDL KnowledgeBase.
If you require further information regarding support please visit http://talisma.sdl.com/index.aspx?t=faq
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.
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