I hold two support contracts and need urgently to log a support ticket, but, as happens frequently, the "log a ticket" option on the SDL website is not leading anywhere where a ticket can be logged. Extremely unsatisfactory for an extremely temperamental and expensive product.
If you have a support contract you should have received instructions on how to log a case. You do this through here:
Login at the top right:
Then here:
It sounds as though you are following a marketing website instead of the proper place for support.
Paul Filkin | RWS
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You've done the courses and still need to go a little further, or still not clear?
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Thank you, but I hold two licenses and two support contracts and know how to log a case; I have done it countless times before. One one occasion I phoned your UK HQ and spoke to someone who told me there was some problem with the website and who was able to resolve it. Today I telephoned your HQ only to receive an automated message that no one was available. Your product and support licenses are far too expensive for your customers to have to tolerate this kind of unreliability and uncommunicability. It is totally unacceptable.
So is your problem just that you're having a problem with your browser? Have you tried clearing your cache or using a different browser? I can't validate a problem with the website because it's working for me, and I'm working from home.
I think the reason you probably had an issue calling the UK office... not sure why you did that as we don't have any support staff there... is because the office was closed this morning due to the Corona Virus and all staff have been sent home. There will be a period of time while everyone sorts themselves out and tries to get business as usual (as possible) but I'd ask for a little patience as we do want to help.
In the meantime, maybe Denise Baldwin can help you with your issue?
Paul Filkin | RWS
Design your own training!
You've done the courses and still need to go a little further, or still not clear?
Tell us what you need in our Community Solutions Hub
So is your problem just that you're having a problem with your browser? Have you tried clearing your cache or using a different browser? I can't validate a problem with the website because it's working for me, and I'm working from home.
I think the reason you probably had an issue calling the UK office... not sure why you did that as we don't have any support staff there... is because the office was closed this morning due to the Corona Virus and all staff have been sent home. There will be a period of time while everyone sorts themselves out and tries to get business as usual (as possible) but I'd ask for a little patience as we do want to help.
In the meantime, maybe Denise Baldwin can help you with your issue?
Paul Filkin | RWS
Design your own training!
You've done the courses and still need to go a little further, or still not clear?
Tell us what you need in our Community Solutions Hub
You could also ask your question in here... perhaps it's something the community might be able to help you with?
Paul Filkin | RWS
Design your own training!
You've done the courses and still need to go a little further, or still not clear?
Tell us what you need in our Community Solutions Hub
Hi Mark
I have taken a look at your Support Account and everything from this end looks like it is working OK. I see that the SDL Account that has the Support and Maintenance attached to it is in your name.
I am going to get somebody from the Support Team to contact you to get you back up and running.
Denise
Also in future if you have an issue logging a case all customers who have a valid support and maintenance agreement can contact gatewayhelp@sdl.com and somebody will assist pretty promptly.
I see that you were able to log a support case and one of our engineers has responded to you. I hope they will be able to sort out your issues with Trados Studio soon.
Thank you, Paul; I cleared my cache and was able to log my ticket. This was not a solution of which I was aware (or one of which I'd been informed when raising this issue, I discover, on at least two occasions in the past). Very grateful to you.
Many thanks, Denise. I have heard from one of your engineers and hope to discuss my issue with someone tomorrow morning Taiwan time. I'm very grateful to you and Paul. Thank you very much.
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