Reliable SDL Trados support contact
Thread poster: Rafael Bordabehere

Rafael Bordabehere  Identity Verified
Uruguay
Local time: 07:26
Member (2009)
English to Spanish
+ ...
May 20, 2013

Does anybody know a helpful SDL Trados support contact? I cannot find the solution for my SDL problem within SDL database or SDL Proz Forum.

 

Shai Navé  Identity Verified
Israel
Local time: 13:26
Member
English to Hebrew
+ ...
Three options May 20, 2013

Hi Rafael,
Because SDL requires a support contract for any technical issue except for Installation and Licensing, there are only three options:
1. Buy their support contract (depending on the severity of the issue and the urgency of the matter this might be the best cost-effective solution).
2. Post the problem in this forum, maybe someone could help (see point number 3 below).
3. Wait, maybe Paul who is SDL's representative in this forum will notice this discussion or your issue specific discussion and chime in.


 

Madeleine Chevassus  Identity Verified
France
Local time: 12:26
Member (2010)
English to French
buy a support contract May 20, 2013

Hello

I experienced a lot of technical problems with Studio; fortunately I had purchased a support contract. Then, once you submit a [rather] urgent support request, it is assigned to a support specialist, possibly speaking your language (not always the same person). They give you a lot of indications and if necessary and if you agree, they don't hesitate to run a remote session on your computer, which enables a faster problem resolution. The problems resolution are tracked with Remedy.

However the resolution can't be instantaneous and I lost a few contracts because of bugs in the product (one or two days for resolution were not compatible with the deadline). This bug/problem was file dependent.

Madeleine

[Edited at 2013-05-20 13:16 GMT]


 

Madeleine Chevassus  Identity Verified
France
Local time: 12:26
Member (2010)
English to French
buy a support contract May 20, 2013

(post duplicated by error)

[Edited at 2013-05-20 13:56 GMT]


 


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