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

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

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.

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.

Testimonials for SDL Support

Support and Maintenance Frequently Asked Questions

1. What is the cost of Support and Maintenance?
2. How can I find out the cost of Support and Maintenance?
3. After reformatting my computer SDL Trados Studio was deleted, how do I re-install?
4. How do I retrieve my lic.file from an old computer?
5. Where can I get help with my installation and licensing?
6. How can I get help if I don't have Support and Maintenance?
7. Why does SDL MultiTerm Extract not work?
8. What countries provide support?
9. If I have Support and Maintenance, will I get telephone support?
10. Where can I find information about how to use the Support portal?
11. I am interested in understanding more about your products, where can I learn more?
12. Where can I find more information on SDL Trados training?
13. What is the difference between an activation code and floating license?
14. How do I request a quotation?
15. Is Support and Maintenance based on an annual fee?

What is the cost of Support and Maintenance?

The cost of a Support and Maintenance agreement depends on the level chosen and the number of licenses that you have. You can choose the level of support that best fits your needs by visiting our Support page.

How can I find out the cost of a Support and Maintenance agreement?
Log into your SDL My Account, select My Quotes and request a quotation.
https://oos.sdl.com/asp/products/ssl/account/default.asp

After reformatting my computer SDL Trados Studio was deleted, how do I re-install?
You will need to go to your SDL My 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 Studio 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 my 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.

How can I get help if I don't have a Support and Maintenance agreement?
If you don't have a Support and Maintenance agreement then you can search the SDL KnowledgeBase for resolutions to common issues, hotfixes and patches.

For common licensing and installation issues, go to the Solution Finder tab in the SDL KnowledgeBase, then select the relevant section from the menu on the left hand side of the screen.

Why does SDL MultiTerm Extract 2009 not work?
When you purchase SDL MultiTerm 2009, SDL MultiTerm Extract 2009 is automatically installed with it. However, this is a separate product that has its own license. If you did not purchase SDL MultiTerm Extract 2009 it will only run in demo mode.

If you would like to purchase SDL MultiTerm Extract please visit our shop.

Or, visit the SDL MultiTerm Extract 2009 product page for more information.

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 Support and Maintenance agreement, will I get telephone support?
Yes, if you have a Support and Maintenance agreement our engineers will phone you to respond to cases that you have logged in the support center. You will also have access to telephone support to escalate any of your open cases if we have not responded within the SLA, or if you are unhappy with time taken to provide a solution. The 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.

Where can I find information about how to use the Support portal?
You can download our Customer Guide to SDL Support on our support help page.

I am interested in understanding more about your products, where can I learn more?
We organise free webinars every month on various topics from tips and tricks to beginners guide to translation memory. The agenda is published on the events page and you can register directly for the event of interest to you.

Where can I find more information on SDL Trados 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 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 different types of license used by SDL Trados software, please visit the SDL Knowledge Base.

How do I 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 visiting your SDL My Account page or 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

Is a Support and Maintenance agreement based on an annual fee?
The Support and Maintenance agreement is an annual contract that is renewed automatically unless SDL have been notified otherwise by a customer, 60 days prior to their renewal date.