How to access the SDL Customer Gateway for SDL Translation Productivity customers without a support contract

If you are a SDL Trados Studio customer without a Support & Maintenance contract

Logging a ticket with support will soon change if you are an SDL Translation Productivity customer without a Support & Maintenance contract. You will need to go to the SDL Customer Gateway and search the knowledge base. Click on the knowledge tab, you will be taken to the knowledge search page, and enter you search term here. You can also use the filters on the right hand side. If the knowledge articles you find do not resolve your issue please follow the instructions at the bottom of the article page.

For more information and instructions please view the tutorials on the SDL Community. You can also use the Community forum to ask any questions you may have about the Gateway. Please review the "How to log a case tutorial". This tutorial describes how to log a case and explains the log a case form/screen. Here you will have an additional field in the free case form which is to indicate if the case type is a license case or the case type is an install case.

From self-service searches to easier case logging, the new SDL Customer Gateway Support system offers an improved customer experience.  We’re excited about the new system and have plans to extend the functionality and user experience in future phases.   

Kind regards

Your SDL Team

  • Hello.

    I need a help about licences.

    Where can i contact?

  • Hello SDL Team, I need help logging a ticket. My computer crashed and i need to deactivate the license in order to activate in another machine. I am following all instructions to log the ticket for support without success. I would like to request a remote deactivation if possible as i have exhausted all my searches to log the ticket. Thank you for your help. Biana

  • Hello ,

    Apologies for the late reply! Have you been able to find more information on licenses? If not, can you tell me for which product you need help? We have multiple products with a licensing model.

    Thanks!

    Nadine

  • Hi ,

    I've seen your forum post and have moved it to the Trados Studio Forum. There you should get a quick response on how to solve your issue.

    Best regards,

    Nadine

  • FOR THOSE WITHOUT OF CONTRACT THIS IS NOT AN 'IMPROVED' EXPERIENCE. I JUST WANT TO GET HELP. THERE IS NO HELP IN THE KNOWLEDGE BASE. I CAN PAY, BUT I CAN'T EVEN FIND WHERE TO SIGN UP FOR A CONTRACT!!! I'M SORRY BUT I DON'T MEAN TO BE NASTY, BUT YOUR CUSTOMER SERVICE AND ALL OF YOUR WEBSITES OBSFUCATE GETTING ANY HELP!  I HAVE BEEN A LONG -TIME CUSTOMER OF TRADOS, BUT I'M ABOUT READY TO JUST CHANGE SOFTWARE.  IF I HAVE TO SPEND 3 HOURS ON YOUR MULTIPLE WEBSITES TRYING TO FIGURE OUT HOW TO GET A SERVICE CONTRACT, OR EVEN LOG A SUPPORT (WHICH I DID, AND DIDN'T GET A TICKET NO.) PROBABLY BECAUSE I DON'T HAVE A CONTRACT - WHICH I'M HAPPY TO PAY FOR, BUT STILL CAN'T FIND*&%$##! HOW TO DO THAT - !   WHAT KIND OF SERVICE ARE YOU RUNNING?