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Support

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Support
Support Overview Support and Maintenance FAQs Knowledge Articles Community

Accessing SDL Customer Gateway

It is our mission to provide all our customers with excellent customer service and support. As a customer with a current Support and Maintenance Agreement you will get expert assistance using our new improved support system - SDL Customer Gateway.

Login in to your SDL account, then on the support page click Get Support to access the SDL Customer Gateway portal and submit a support case.

Instructional videos for the support portal are available. They explain how to use SDL Customer Gateway to log a new support case, and how to check the status of existing cases.

Access the support portal through your SDL Account
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Free installation and licensing help

If you do not have a Premium Software Maintenance Agreement and you would like free licensing and installation help, complete this short form on SDL Gateway. Your request is treated the same as a medium-priority incident covered by Support and Maintenance Basic (PSMA Level 1). We will try our best to respond to your request within 3 working days.

Alternatively, you can find useful articles that provide step-by-step instructions on solving common installation and licensing issues in the Knowledge area of SDL Customer Gateway.

Support testimonials

Geneviève Gillet-Ghenne
Geneviève Gillet-Ghenne
Freelance Translator & Proofreader
Many thanks for your help and kindness! You’re a great team! Not the first time I called for help and I must say I am really impressed by the quality of the support provided.
Ralf Lemster
Ralf Lemster
Managing Partner, Ralf Lemster Financial Translations GmbH
As an experienced SDL Trados user I like to be able to rely on the support of the SDL Language Technologies - especially with complex files and 'exotic' formats.
Chun-yi Chen
Chun-yi Chen
Freelance Translator
I have a support contract with SDL. Although I didn't feel like paying extra for technical support before, I have been using this service so much that it really is worth the money I put in.
Aurelia Heilwagen
Aurelia Heilwagen
Managing Director, Heilwagen Übersetzungen
The SDL Support Team has been very engaged in fixing a customer's termbase. Thanks to fast and professional help we were able to deliver a major translation order in a timely manner and the customer saved 3,600 Euro.