A CUSTOMER GUIDE TO THE SDL SUPPORT PORTAL SDL SUPPORT INCIDENT MANAGEMENT. Copyright Notice

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1 SDL SUPPORT INCIDENT MANAGEMENT A CUSTOMER GUIDE TO THE SDL SUPPORT PORTAL Copyright Notice This document contains proprietary information, which is protected by copyright. All rights are reserved. No part of this document may be photocopied, reproduced, stored in a retrieval system or translated into another language without the prior written consent of SDL Technologies. Copyright SDL International Registered Office: Globe House, Clivemont Road, Maidenhead, Berkshire SL6 7DY

2 Contents Introduction... 3 SDL Support Services... 4 SDL Support Team... 5 Accessing the Support Portal... 5 The Request Console... 9 Creating a New Support Incident... 9 Viewing Details of Open and Closed Support Incidents Adding Updates (work info) to Open Support Incidents See updates added by the SDL Support Team Searching for a Specific Support Incident Completing a Satisfaction Survey on a Closed Incident Response Times SDL Tridion Response Times Other Sources of Information SDL Technologies Support Knowledge base Documentation, Online Help SDL Tridion World rd party user forums Yahoo Trados Workbench and other Trados products user forum Yahoo SDLX user forum ProZ SDL Trados Technical Support Forum SDL Ideas [2]

3 Introduction SDL is the world leader in Global Information Management. We provide language technology to help corporations create and maintain all multilingual content. To supplement the technology and ensure excellent customer satisfaction, SDL offers a range of support and maintenance services. These services may differ based on the product you have purchased or the SDL business unit you work with but they all have one common component access to the SDL Support specialists who are waiting to help solve problems you may encounter in using SDL's technology. The mission of the SDL Support organisation is to work in partnership with our customers by listening to, anticipating and responding to their business needs to always deliver an excellent costeffective service. We will continue to innovate and improve our service based on our market leading knowledge, experience and industry best practise to grow our business by turning our customers into our strongest advocates. This guide introduces SDL s new support portal. The portal and its associated back end incident management system are based on the industry leading Remedy solution from BMC. By investing in this solution SDL hope s to bring together an excellent cost effective solution for all of our customers whether they use our Translation Management, Content Management or Desktop Translation products. We hope you are reading this guide because you have chosen to invest in SDL s Support services. Whether you are a current customer or just considering your options this guide will give you details on SDL s Support Portal and how to take advantage of it to ensure the best possible service from our team. We hope you find this guide useful and would welcome your feedback at welcometosupport@sdl.com. [3]

4 SDL Support Services SDL can offer a range of support services designed to meet the needs of all of our customers regardless of the solution they purchase or their role in the GIM supply chain. For Freelance Translators or Individual Users We have designed our Level 1 Premium Support and Maintenance Agreement with the individual user or freelance translator in mind. This is the entry point level of service and offers excellent value for money. The Level 1 PSMA includes: The latest product upgrades, updates and service packs of the world's favourite translation software at no extra cost to you for the duration of your agreement! You can choose to have a 1, 2 or 3 year agreement with us Unlimited support requests with an initial response time based on the severity of the case logged Case priority is determined by you Response times to support requests by the next working day 1 designated representatives who can log support cases Multilingual hotline telephone support currently available in Japanese, Chinese, French, German, Dutch and English For Corporate Customers and Language Service Providers Our Level 2 Premium Support and Maintenance Agreement has been specifically designed for our corporate customers or Language Service Providers. The Level 2 PSMA includes all the benefits of Level 1 plus: An increased number of people in your organization who can log support cases up to 4 people can become your designated support representatives. Significantly increased support response times 3 working hours for system critical support cases For Enterprises If you are a large Enterprise we can offer you a tailor made support service designed around your specific needs. You may have translation or localisation operations in various countries around the world; you may have your own technical team who can deliver entry level support; you will certainly want industry leading response and resolution service level commitments; and you may even need to be able to escalate your most critical issues on high priority projects to SDL 24 hours a day, seven days a week. Whatever your requirements we will be happy to discuss these with you. For more information on SDLs support services please contact your sales representative or visit our web site [4]

5 SDL Support Team Regardless of the level of support that you choose, a key feature of your service contract will be access to the SDL Support team. This is a team of technical experts located in SDL offices around the world who are waiting to help resolve the problem you may be having with your SDL product. In order to get help from this team you will need to open a support request through SDL s new support portal. This guide will show you how to access the portal, create a support request, provide information on the problem and receive updates from the SDL Support team. Accessing the Support Portal The SDL Technologies Support Portal is located in the My Account area on the main SDL website. The link to My Account can be found in the top right hand corner of You may have accessed other portals from different links. We will be redirecting all of our old links to the login page for the new portal as shown below. [5]

6 If you have purchased your software and PSMA through our online store you will already have an account set up and will have received an from us with instructions on how to activate your support. If you are a corporate or Enterprise customer you may have a number of people in your organisation who need to access the support portal. We will be pleased to work with you to set up your support account. Please ask your sales representative or other SDL contact for help or contact us at welcometosupport@sdl.com Some customers may have already created more than one account with SDL. If this is the case you will be asked which account you wish to use when you login. Once you have logged into the My Account area you will see the following screen. [6]

7 Within the My Account area there are a number of sections. Please note that not all of these options will apply to all customers. My Orders where you can view existing orders and associated invoices, and where you can pay any outstanding orders, My Licenses where you can view your activation codes, generate and download license files and return and upgrade licenses, My Downloads where you can download your purchased products and obtain the latest updates and patches, My Quotes where you can get a quote for new product and view your quotation history, and My Support where you can view the high level details of your current Support and Maintenance agreement, access the knowledgebase and the support centre to log a case. If you are an Account administrator you will also be able to manage other users within your account through the Account Details menu on the left hand side. In particular you will be able to decide which of the contacts in your Account can access support see our Knowledgebase Article #1983 for more details on how to use this facility Since this guide is focused on SDL s Support Portal other functionality in the My Account area is not discussed further. [7]

8 To access the portal click the link to My Support in the bottom right hand corner of the screen or from the list in the left hand frame. This will display the My Support screen. From here PSMA customers may view details of their contract, you can link to our online Knowledge Base, read our escalation process or access the support portal using the link circled above. This will open the Request Console. [8]

9 The Request Console The Request Console screen is shown below. The Request Console will allow you to: Create a new support incident View details of all open and closed support incidents Add updates (work info) to open support incidents See updates added by the SDL Support Team Search for a specific support incident Complete a satisfaction survey on a closed support incident Creating a New Support Incident You can create a new support incident by clicking on the Create a New Request button. The New Request window will be displayed. [9]

10 Product is a required field and must be selected from the drop down list displayed. Version is a required field and accepts free form text. Operation is a required field and should be selected from the drop down list displayed. Language is a required field and will be set based on product selection. Only languages in which we can offer support on a selected product will be displayed. Subject is a required field and accepts free form text. You can use the window as displayed or open a larger window by clicking the small box to the right hand side of this field. Summary and Steps to Reproduce is a required field and accepts free form text. You can use the window as displayed or open a larger window by clicking the small box to the right hand side of this field. Error Message is an optional field and accepts free form text. You can use the window as displayed or open a larger window by clicking the small box to the right hand side of this field. Urgency is a required field and should be selected from the drop down list displayed. Please see the section entitled Response Times for details on how this selection determines the response from the SDL Support team. [10]

11 If required, you can add up to ten attachments of a maximum size of 5Mb each. Clicking the Add Attachments button will display the Attachments window. Once you have entered all details and added any attachments click Save in the Create New Request window to save details. The incident will be created and a Request ID generated. You will also receive an confirming that your support incident has been logged into the system. You can update your case by replying to this . The update will be added as a new work info entry (see below). [11]

12 Viewing Details of Open and Closed Support Incidents The Request Console will allow you to view a list of all open and closed support incidents. The list view can be modified by clicking on the "Preferences" button. You can choose to view All or Open requests. If you are a member of a work group you can also view support incidents created by other members of your group/organisation. Details of the selected (highlighted) incident will be displayed on the main console. You can also view details of an incident by double clicking it's entry in the list view. This will open the Incident Details window. Adding Updates (work info) to Open Support Incidents You can add new information (work info) to an open support incident by clicking the Add Work Info button on the Incident Details window. [12]

13 Summary is a required field and accepts free form text. You can use the window as displayed or open a larger window by clicking the small box to the right hand side of this field. Notes is an optional field and accepts free form text. You can use the window as displayed or open a larger window by clicking the small box to the right hand side of this field. You can add further attachments to a specific request detail. See updates added by the SDL Support Team When your support incident is updated by an SDL Support Engineer you will receive a notification by . [13]

14 The will contain the incident number, a summary of the incident and details of the update. You can also see details of the update by logging into the Request Console and selecting the incident from the case list. You can update your case by replying to this . The update will be added as a new work info entry. Searching for a Specific Support Incident You can search for a specific incident by selecting the "Search By Request ID function in the Functions pane of the main console. This will open a search window. Completing a Satisfaction Survey on a Closed Incident You can complete a customer satisfaction survey on a closed incident by selecting the "View Survey option in the Functions pane of the main console. This will open the survey selection window. [14]

15 Select the incident for which you wish to complete a survey and click Respond to take the survey. [15]

16 Response Times You will be asked to assign a level of urgency to each incident created. The urgency you select will be used in determining response times from the SDL Support team. For Tridion users, response times can be found in the table Tridion Response Times. Response times can differ based on your individual service contract with SDL, but the following table gives a guideline as to the response times you should reasonably expect depending on the differing service levels. SDL Support will provide responses to requests via the SDL Technologies Support Portal or by such other means as SDL may reasonably designate. PSMA Level 1 PSMA Level 2 Enterprise Critical 1 day 3hrs 3hrs High 2 days 5hrs 5hrs Medium 3 days 1 day 1 day Low 5 days 5 days 5 days Definitions All hrs are Working hours (Local to the office handling the Case) 1 day = 8hrs Use the following definitions to help you decide on the urgency of an incident. SDL Support reserves the right to reset the urgency of an issue based on the following defintions. Priority Level Hosted System Outage Critical Description A production system hosted by SDL is down or not accessible outside the scheduled maintenance windows. Users cannot log into the system. A "Critical Priority Error" means a problem which simultaneously affects all or multiple users of the Client and for which no practicable workaround is available and that prevents or materially impairs the performance of substantially all major functions of the Software as described in the Documentation so that: (i) the Software is unavailable to the Client or at material risk of becoming unavailable; or (ii) Client is unable to use the Software due to continual failures or data corruption. Once a Critical Priority Error is resolved (whether by procedural workaround, system restart, hot fix, or otherwise) such error's priority level shall be changed to Medium Priority Error. High A "High Priority Error" means a problem, for which no practicable workaround is available, that prevents or materially impairs the performance of a major function of the Software as described in the Documentation so that: (i) a major function of the Software is unavailable to the Client or its availability has been materially interrupted and substantial risk of recurrence exists; or (ii) Client is unable to use the Software due to intermittent failures or data corruption. Once a High Priority Error is resolved (whether by procedural workaround, system restart, hot fix, or otherwise) such error's priority level shall be changed to Medium Priority Error. [16]

17 Medium A "Medium Priority Error" means a problem, whether or not a practicable workaround is available, that prevents or materially impairs the performance of a minor function in the Software as described in the Documentation, but that does not make the Software wholly unavailable to the Client or materially inhibit the Client s use of the Software. Low A "Low Priority Error" means a problem that does not prevent or materially impair the performance of any function in the Software as described in the Documentation, and does not materially inhibit Client's use of the Software. Such a problem is typically cosmetic in nature. SDL Tridion Response Times Initial response time Update response time Critical Severity 1 1 hour 1 day High Severity 2 1 hour 2 days Medium Severity 3 1 day 5 days Low Severity 4 1 day 28 days Definitions All hrs are Working hours (Local to the office handling the Case) 1 day = 8hrs Use the following definitions to help you decide on the urgency of an incident. SDL Support reserves the right to reset the urgency of an issue based on the following defintions. Priority Level Critical Severity 1 High Severity 2 Medium Severity 3 Low Severity 4 Description Critical Severity 1 means a business or implementation standstill, where a problem in the software completely prevents you from using the system or prevents continuation of all system implementation services. High Severity 2 means a major functionality problem in the software that prevents you from using a crucial part of the functionality of the system in a live environment, or prevents a crucial part of implementation activities. Medium Severity 3 means minor defects and defects where a work around is available. Low Severity 4 means all other issues concerning the use of the software, not being a severity 1, 2 or 3. Typically, this would be an enhancement request or user question. [17]

18 Other Sources of Information SDL Technologies Support Knowledge base The SDL Technologies Support Knowledgebase can be found in the My Account area under My Support, in the Support tab of the main website, or it can be accessed directly at The use of the Knowledgebase is quite straightforward, but a brief explanation of the main window is as follows; 1. Latest Articles whenever a new article is posted to the Knowledgebase it will be displayed in this list. 2. Hot Topics this is a list of the most heavily viewed articles by the user base. 3. Solution Finder this is a facility that will guide you through the Knowledgebase for the most commonly raised support requests. It is based on a simple question and answer process that will also provide, where appropriate, for a support case to be raised so that where a solution cannot be found the user can still receive help. This is particularly useful for licensing and installation issues where the user does not have a support contract. 4. Glossary this is a list of common terms and their explanation. 5. SDL KB this is the basic structure of the Knowledgebase which we have based on Products. The user can browse this structure in a windows explorer view and review all articles that have been written for each product. 6. The main Search facility. This allows articles to be searched by word or phrase. There is also a useful feature that allows you to subscribe to an article so that you are always e mailed when the article is updated. SDL Technologies use this feature to notify customers of when a new release, Service Pack or Hotfix is available as well as for many other informative tips. To use this feature you simply select the article you want to subscribe to and then click on Subscribe from the menu on the right hand side as shown below. [18]

19 Some useful articles to subscribe to if you wish to be kept up to date are; Article # 2005 : Hotfixes and cumulative patches for SDL Trados 2007 SP2 This article is updated with links to the relevant hotfix or patch each time we release one. This is used for all products. Article # 2073 : Lifecycle information: Overview of currently supported and sunset SDL products This article is updated to ensure that you are always aware of which versions of the products we support Documentation, Online Help After having installed the software you can find a lot of useful documentation in PDF format to help you get up and running as well as answer many of the questions you may have as you become more familiar with the capability of your software. This is available from the Windows Start menu, for example. SDL Tridion World For Tridion users, SDL Tridion World is the single place where technically oriented people can go to find the relevant information about SDL Tridion and its products and services. In addition, developers can contribute their own content in this community Web site, and exchange information with other developers. 1. Share and download extensions on the extensions Community. 2. Access technical, functional, marketing and business related articles. 3. Download product brochures and whitepapers. 4. Download products, service packs, hot fixes and documentation. [19]

20 5. Access online help for the SDL Tridion product releases 6. Access the SDL Tridion User Forum 7. Access news about upcoming knowledge days and Continuity Support workshops 8. Access License Configurator Online 9. Download all SDL Tridion policies (Release, Platform Support, Enhancement and Localization) 3rd party user forums We have provided you with a number of resources to help you get up and running; the Knowledge Base, certification training, and the online support centre. There are also several online resources maintained by experienced users of the software. In these independent forums or mailing lists you can share your experiences and discuss best practice in using the software efficiently. SDL is not responsible for the content of these forums or mailing lists. They are independent of SDL, and the inclusion of links to them is not an endorsement of them or of their owners by SDL. They are independent and operate through the goodwill of the user community. Yahoo Trados Workbench and other Trados products user forum Yahoo SDLX user forum ProZ SDL Trados Technical Support Forum SDL Ideas The SDL Ideas forum enables customers to suggest new functionality and features they would like to see in SDL software. Customers will also be able to see the product suggestions that have been made by other users and promote their favourite enhancements. The site works by allowing the customer to add their own ideas and have others vote on it, or just vote on existing ideas that you would like to see in the software. These sites can be found at and [20]

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