Corina Razetto We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00800750 .

Same here! I do not have a support contract but I find it totally unprofessional to have to pay for a problem due to your fault, since neither the application nor the on-line options are working and the e-mail you send is void (no authorization number). Please give me a solution as soon as possible, thanks!

Giampaolo SPonza 

Giampaolo SPonza said:

I do not have a support contract but I find it totally unprofessional to have to pay for a problem due to your fault

What makes you think you have to pay for anything?  Who told you that?

Giampaolo SPonza said:

since neither the application nor the on-line options are working and the e-mail you send is void (no authorization number). Please give me a solution as soon as possible, thanks!

Then ask for help the way every website we provide tells you to.  Create a new thread in this forum and we will convert it to a support case exactly as you can see we did above.  We have an automated system that takes the details from the original post and captures the thread with the users details and creates a support case.

No costs involved... but I'm happy to make an exception for you to align with your expectations ;-)

Hi Paul!

I referred to the fact that when you try to find a solution to a problem the system keeps stressing that if you have not paid for "maintenance and support" you are relegated to a lower level of attention... I consider it correct if you are looking for information or non-urgent solutions, but when it is clear that it is a software bug I believe that all users that paid for the license are to be helped the same way.

Hi Paul!

I referred to the fact that when you try to find a solution to a problem the system keeps stressing that if you have not paid for "maintenance and support" you are relegated to a lower level of attention... I consider it correct if you are looking for information or non-urgent solutions, but when it is clear that it is a software bug I believe that all users that paid for the license are to be helped the same way.

Giampaolo SPonza 

Giampaolo SPonza said:

when it is clear that it is a software bug I believe that all users that paid for the license are to be helped the same way.

Well... it's not clear.  You may think it is but you've told us nothing other than you can't licence your software.  How would you know if it's a bug?  Notwithstanding that we solve the problem of licensing when it occurs the same way whether you have a support contract or not and when they follow the process we give them it's usually handled very quickly.

I often think many users don't really understand the concept of support & maintenance or the value to them as professionals.  Here's what you would be entitled to:

• free upgrades to each version of Studio
• a guaranteed response to any question you have
• 1-hour response time to critical requests (such as problems when you have an urgent deadline!)
• access to support telephone numbers to discuss your case
• ticketing system you can log into at any time (very useful when some things might have required development and take a little longer to resolve, or you just want to check back through previous issues)
• local region support based on your preference (APAC, EMEA, NASA)
• escalation process if things are not being handled as you’d wish

If you think about it… the cost of an upgrade is pretty similar to the cost of a support contract so if you are a user who regularly upgrades it’s really a no-brainer!  If you don't regularly upgrade then don't expect anyone to help you with things that turn out to be bugs as they may be fixed already in the latest versions of the software.

Notwithstanding this if your translation tool is business critical for you then it makes sense to make sure you have all eventualities covered.  Software can go wrong for all kinds of reasons and not always because of a problem directly related to the software itself.