1. Support and maintenance agreement with the software manufacturer SDL Global Solutions (Ireland) Limited

The existence of a comprehensive range of producers allows one to sign a Professional Support and Maintenance Agreement – PSMA. The signing of such a contract allows that in the event of problems with the functioning of SDL Trados software, you may contact the manufacturer directly. In addition, during the contract period, you have the option of free upgrades to the latest version. A Professional Support and Maintenance Agreement is signed directly with SDL Global Solutions (Ireland) Limited and provides priority support via email. A PSMA contract may be concluded for a period of one, two or three years.

There are two kinds of support and maintenance agreements:

Professional Support and Maintenance Agreement – PSMA, Level 1:

  • Help with installation and licensing,
  • The latest product upgrades, updates and service packs included for the duration of your agreement,
  • Ability to choose a 1, 2 or 3 year support agreement,
  • Unlimited support requests with an initial response time based on the severity of the case logged,
  • Response times to critical support requests by the next working day,
  • A designated representative who can log support cases,
  • Response times:
    • Critical - 1 working day
    • High - 2 working days
    • Medium - 3 working days
    • Low - 5 working days.

Professional Support and Maintenance Agreement – PSMA, Level 2:

  • Help with installation and licensing,
  • The latest product upgrades, updates and service packs included for the duration of the agreement,
  • Ability to choose a 1, 2 or 3 year support agreement,
  • Unlimited support requests with an initial response time based on the severity of the case logged,
  • Allows up to 4 users to log support cases and determine case priority level,
  • Fast response times – 3 working hours for system critical support cases,
  • Response times:
    • Critical - 3 working hours
    • High - 5 working hours
    • Medium - 1 working day
    • Low - 5 working days.
2. Contract to provide support and maintenance with the company Iolar

As we are aware that for the majority of our customers local support is crucial, we have prepared additional services – namely support via our online portal. In an effort to save your precious time, our team of experienced and qualified IT engineers can take care of your needs to ensure the smooth functioning of SDL Trados software. To learn more about support for SDL Trados products, please contact us at trados@iolar.com.

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