Initial contact is always made via our online support ticket system. Once this is done, our support will get back to you and agree on further steps. You will also have access to our telephone support to escalate any of your open cases if we have not replied within the Service Level Agreement's (SLA) guaranteed response times, or if you are unhappy with the time taken to provide a solution. The telephone support is manned from 9.00am - 5.00pm in each local office that provides support. To reach our support by phone please login your SDL account, go to your SUPPORT & EDUCATION section and click on the SUPPORT tab.  In the SDL SUPPORT section click on the SUPPORT TELEPHONE NUMBERS link and a PDF file will load with phone numbers listed by country: