Support and Maintenance

Maintaining your business continuity

Support

Whether you are new to RWS or you’re an experienced user you can rely on the expertise of our highly skilled technical support specialists to solve your software queries.

Our 2 levels of support and maintenance (plus our 3 month freelancer support) offer unique services for translators working as a freelancer through to businesses with localization departments.

Support

Highly skilled technical expert response
Unlimited support requests
One hour critical response time

Maintenance

Free upgrades to next version
Access to the latest features and functionality

3 month contract (Freelance only)

Free upgrades to next version

Price

Set price

Number of users who can log a support case

1 named user

Maximum response time to critical support requests

1 business hour

Unlimited support requests

Remote access by our technical support if required

Live chat for license resets

Choose a support region / time zone that suits your working hours*

Level 1

Free upgrades to next version

Price

20% of license fee

Number of users who can log a support case

1 named user

Maximum response time to critical support requests

1 business hour

Unlimited support requests

Remote access by our technical support if required

Live chat for license resets

Choose a support region / time zone that suits your working hours*

Level 2

Free upgrades to next version

Price

25% of license fee

Number of users who can log a support case

Up to 4 named users

Maximum response time to critical support requests

1 business hour

Unlimited support requests

Remote access by our technical support if required

Live chat for license resets

Choose a support region / time zone that suits your working hours*

Buy support for products you own

If you have already purchased the product you would like support for, you can request a quote and purchase support and maintenance through your RWS Account. Or if you are an individual freelance, you can do so by clicking here to fill out the form. Alternatively, contact our customer care team by email: contractrenewals@sdl.com or telephone: +44 1628 410 165.

Buy support for a new product

When you order a new product through our online store, you will be given the option to add support and maintenance to your purchase before you have finalized your payment.

Frequently asked questions

What is the cost of a support and maintenance agreement?

The cost of a support and maintenance agreement depends on the level chosen and the number of licenses that you have. You can choose the level of support that best fits your needs by visiting our comparison table.

To request a quotation for protecting your software investment login to your RWS Account then fill in the short quote form. Alternatively, contact our friendly customer care team by email or telephone:

contractrenewals@sdl.com
+44 1628 410 165

Is a support and maintenance agreement based on an annual fee?

The support and maintenance agreement is an annual contract that is renewed automatically unless RWS have been notified otherwise by a customer, 60 days prior to their renewal date.

If I have a support and maintenance agreement, will I get telephone support?

Yes, once a case has been logged via email, you will have access to telephone support to escalate any of your open cases if we have not responded within the SLA, or if you are unhappy with the time taken to provide a solution. The telephone support is manned from 9:00 - 17:00 in each local office that provides support. You can find the numbers through your RWS Account.

How can I get help if I don't have a support and maintenance agreement?

If you don't have a support and maintenance agreement, please refer to the links on the support homepage to find resolutions to common issues, hotfixes and patches.

Contact us

If you would like some more general information about RWS's support and maintenance, email us at info@trados.com or speak to us on live chat.