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Swiss Federal Institute of Technology (ETH)

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Premium Software Maintenance Agreement

The Premium Software Maintenance Agreement (PSMA) is an additional option when purchasing SDL Trados software and provides the best available support level, which is ideal when time is a critical factor for your language production processes. It entitles you to contact the Technical Support Specialists with unlimited support requests with guaranteed initial response times based on the severity of the problem reported. Please contact us to learn more about support and maintenance agreements.

Premium Software Maintenance Agreement Level 1

This level of support is designed for the individual user, and the benefits offered are:

• Hotline telephone support
• Response time to support requests by next business day
• One designated representative who will be flagged as having a support contract when they submit a request to the support centre
• FREE upgrades, updates and service packs for the whole year

Premium Software Maintenance Agreement Level 2

This level of support is tailored to the needs of corporate customers with multiple users. The Level 2 benefits offered are:

• Hotline telephone support
• Response time to support requests within three business hours if the request is critical
• Up to four designated representatives who will be flagged as having a support contract when they submit a request to the support centre
• FREE upgrades, updates and service packs for the whole year

Web-based self service support system

Clients have access to a number of web-based self-service support systems to help resolve any issues. These include:

• The Knowledge Base, which is accessible twenty-four hours a day, seven days a week. It puts a wealth of information at your fingertips, ranging from latest releases and hot fixes to confirmed issues, best practices and tips. Bookmark this page, and make it your first stop on the way to resolving any technical issues.
• The Online Support Centre is also accessible twenty-four hours a day, seven days a week. It features a searchable solution database and the capability to ask questions about desktop products by e-mail and phone.