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Is SDL Desktop Products Premium Support Agreement (PSA) worth it?
De persoon die dit onderwerp heeft geplaatst: Nina Khmielnitzky
Nina Khmielnitzky
Nina Khmielnitzky  Identity Verified
Canada
Local time: 08:31
Engels naar Frans
Jun 14, 2006

Hi,
I bought the SDL Trados with the group and suddenly it offers me to buy also the SDL Desktop Products Premium Support Agreement (PSA). Is it worth it?

Nina
 
Jerzy Czopik
Jerzy Czopik  Identity Verified
Duitsland
Local time: 14:31
Lid 2003
Pools naar Duits
+ ...
It depends on the offered price Jun 14, 2006

But for the price it was sold at Early Bird stage it is worth every cent I paid for it.

You should remember, that now without any support contract your querries will remain long time unanswered. And telephone questions are no longer possible. Before SDL bought Trados Trados support used to be much, much better. Now I have the impression, that without any support contract almost no support is provided - at least this was so between the deal between SDL and Trados and the moment I bou... See more
But for the price it was sold at Early Bird stage it is worth every cent I paid for it.

You should remember, that now without any support contract your querries will remain long time unanswered. And telephone questions are no longer possible. Before SDL bought Trados Trados support used to be much, much better. Now I have the impression, that without any support contract almost no support is provided - at least this was so between the deal between SDL and Trados and the moment I bought the support package.

Regards
Jerzy ▲ Collapse
 
Nina Khmielnitzky
Nina Khmielnitzky  Identity Verified
Canada
Local time: 08:31
Engels naar Frans
ONDERWERPSTARTER
What kind of support do you get Jun 14, 2006

Thanks.

Do the offer support if there is a function you don't understand or isn't working properly?

What else?
 
Jerzy Czopik
Jerzy Czopik  Identity Verified
Duitsland
Local time: 14:31
Lid 2003
Pools naar Duits
+ ...
I got only suport in problem cases Jun 14, 2006

ie something was not working or not working properly.

But I never have asked for soemthing else

Regards
Jerzy
 
Ralf Lemster
Ralf Lemster  Identity Verified
Duitsland
Local time: 14:31
Engels naar Duits
+ ...
More than that Jun 14, 2006

I have a Support & Maintenance Agreement (Team Pro version).

Most of the support request I have submitted were, in fact, related to problems with Word files - Trados Support were almost always able to help, or to suggest a workaround.

Best regards,
Ralf
 
Nina Khmielnitzky
Nina Khmielnitzky  Identity Verified
Canada
Local time: 08:31
Engels naar Frans
ONDERWERPSTARTER
Thanks Jun 14, 2006

For your comments.

Nina
 
Astrid Elke Witte
Astrid Elke Witte  Identity Verified
Duitsland
Local time: 14:31
Lid 2002
Duits naar Engels
+ ...
Recent experience of Trados Support Jun 15, 2006

Hi Nina,

I have no contract. I placed a question with Trados support on 3rd June, 2006 and received a - satisfactory and helpful - answer on 14th June, 2006.

I am also considering the contract now, because 11 days is a long time to wait for an answer. However, they are obliged to answer questions without you paying for a support contract (which, obviously, they do eventually).

Astrid
 


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