Paulo Eduardo We will be pleased to help you with this problem so have logged a support case on your behalf. You will be contacted at the email address used for this Community. Support Case Id : 00674163 .

Paulo Eduardo We will be pleased to help you with this problem so have logged a support case on your behalf. You will be contacted at the email address used for this Community. Support Case Id : 00674163 .

Good morning. 

Your answer:

"You do not have a support contract.

 RWS will always help our customers with licensing and installation requests.

If you need a license reset we will help you within 1 business day.

For installation or other licensing issues it might take a little longer but we will still help you.

If you wish to purchase a support contract and receive support faster go to: https://www.trados.com/support/premium-support.html#99170

You can expect to receive help shortly. The teams are busy but will always prioritize work in this order:

- Customers who pay for a support contract

- Customers who need a license reset

- Customers with installation and other licensing issues

Kind regards,

RWS Technical Support"

Meand I will not have a solution unless I purchase a support?

Paulo Eduardo

Paulo Eduardo said:

Meand I will not have a solution unless I purchase a support?

No... just means you'll be prioritised behind users who pay more for a support contract.  We do have a team who specialise in helping ALL users (contract or not) with their licensing nd installation issues and they are normally very quick.  But when things are busy customers who pay for a support contract are always prioritised.  Makes sense I think.

Paul, I can even agree that it makes sense. 

May I remind you how long I have been a user of Trados Studio. (since 2009), purchasing upfront (downpaying), every single new version since.

I have NEVER had this crashing problem.

Customers/clientes/user were at least given a way to fix any problem, with a link or whatever. Not a blunt response like this one.

Moreover, I have read some responses, like turn this off, turn this on, unclick this, unclick that, don´t use this, don´t use that, for a software, not the cheapest may I add, that should embark everything it what meant to, without needing to do such things.

You are announcing another new version. Does that mean that 2021 will not be updated untill the new version launch? 

Will I have to wait for it to get a solution, glitch workaround, etc? 

My work is being slowed down by 70% every time I have to start again.

Please help.

Thank you beforehand.

Paulo Eduardo

Paulo Eduardo

Paulo Eduardo said:

May I remind you how long I have been a user of Trados Studio. (since 2009), purchasing upfront (downpaying), every single new version since.

Why haven't you taken a support contract?  I'm just curious, because if you know you are always going to upgrade then the support contract makes complete sense.  You can always get technical help for anything at all, the upgrades are provided free of charge as part of your support subscription, and you have a fixed budget every year that makes sense as a business expense.

Paulo Eduardo said:

Does that mean that 2021 will not be updated untill the new version launch? 

No, I didn't say that.  It means 2019 will not be updated, but 2021 will still be patched as required.  We always support the current two major versions.

Paulo Eduardo said:

Will I have to wait for it to get a solution, glitch workaround, etc? 

I guess that depends on what your problem is.  For all I know the problem is the result of something on your computer and not Trados Studio at all.  I think you need to work with the support team when they reply to your ticket and try to get to the bottom of your problem.