SDL Trados Support Opinions
Thread poster: slickrock22
slickrock22
Local time: 17:25
Sep 1, 2011

All,

I am considering purchasing SDL Trados 2009/2011 Professional edition. I have been evaluating for the last few weeks and have posed 2 relatively simple questions to my pre-sales support contact at SDL. It is going on 2 weeks now and they have not been able to even look at the issue that I posted on this forum due to 'resource constraints' and i just posed another one today about my XLF export failing which I will post later today.

What I wanted to know without starting a flame war, is I have found that during the interview people are nearly the best they will ever be. I think this applies to software as well. During the trial period support is usually a pretty good reflection of what you can expect down the road. Before I make a purchase decision between the options, I wanted to collect some feedback about whether post sale trados support is as bad as pre-sales trados support.

They are also trying to sell me an ongoing support contract that I having trouble believing will be worth anything base don what I have experienced so far.

Thoughts an opinions, while staying professional, would be greatly appreciated.

Thank you!


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Stefano Nicola D'Amato  Identity Verified
Local time: 18:25
Spanish to English
+ ...
Little help from SDL, but there are always the forums! Sep 1, 2011

Hello,

I had the same issues as you did back in the month of June when considering to buy Trados or not.

This was my first experience with CAT software. From what I read, Trados is pretty bad when it comes to getting support. I may be mistaken, but I believe you have to purchase the option to get technical support.

Anyway, there are always employees of Trados monitoring these forums and they seem to give a hand when they can.

But to be honest with you, the absolute best technical support I have found for Trados are our peers in the forums. Most are more than willing to help you with a problem.

I know that is not what you should expect when spending a large sum of money on software (that may or may not force you to lower rates...that is a whole other can of worms), but that seems to be the reality. Good luck with your decision, and don't be shy to ask questions in the appropriate forums.


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slickrock22
Local time: 17:25
TOPIC STARTER
Thanks Sep 1, 2011

Thank you for the feedback!

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Dominique Pivard  Identity Verified
Local time: 01:25
Finnish to French
Why Professional edition? Sep 1, 2011

slickrock22 wrote:
I am considering purchasing SDL Trados 2009/2011 Professional edition.

Just curious: why would you be considering the Professional edition (rather than the Freelance edition), ie. what features do you need that are not in the Freelance edition?


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Dominique Pivard  Identity Verified
Local time: 01:25
Finnish to French
PSMA Sep 1, 2011

Stefano Nicola D'Amato wrote:
I may be mistaken, but I believe you have to purchase the option to get technical support.

No, you are not mistaken. It's what they call Premium Software Maintenance Agreement (PSMA), available in two flavours: Level 1 and Level 2. More info (for the Professional edition) at http://www.sdl.com/en/language-technology/support/sdl-trados-support/


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slickrock22
Local time: 17:25
TOPIC STARTER
Editions Sep 2, 2011

It is my understanding that the freelance edition can only translate up to 5 specified languages. I need to be able to tranlsate 40+. I am mostly just consuming updated TMs provided by freelancers in TMX format. If i have misunderstood please let me know.

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Gillian Searl  Identity Verified
United Kingdom
Local time: 23:25
Member (2004)
German to English
PSMA Sep 2, 2011

I would go for the PSMA - flavour up to you. You never pay for another update again and they do respond to support requests within a reasonable time - if you mark them with the highest priority.

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