https://uat.community.rws.com/product-groups/trados-portfolio/trados-studio/w/customer-experience/3242/what-is-included-in-a-support-and-maintenance-agreement-smaHopefully helpful content created by the Customer Experience Teamsen-USTelligent Community 12 Non-Productionhttps://uat.community.rws.com/product-groups/trados-portfolio/trados-studio/w/customer-experience/3242/what-is-included-in-a-support-and-maintenance-agreement-smaThu, 27 Sep 2018 19:21:12 GMT10acfa76-f078-475b-a7ef-fc5b3e8d2934:b2b5087e-f160-494e-89ba-f0ffd52505e0Paul Filkinhttps://uat.community.rws.com/product-groups/trados-portfolio/trados-studio/w/customer-experience/3242/what-is-included-in-a-support-and-maintenance-agreement-sma#commentsCurrent Revision posted to Customer Experience by Paul Filkin on 9/27/2018 7:21:12 PM<br /> <p><strong>&nbsp;</strong>SMA includes technical support and maintenance.</p> <p>Technical support side of the contract gives you access to our support portal where you can raise tickets for any sort of issues you might have with our products. Your ticket will be picked up by our team of engineers and they will get in contact with you within guaranteed response times. Once the initial contact has been made, the support team will make a decision on what further steps to take in order to resolve outstanding technical issue.</p> <p>Maintenance part of your SMA refers to keeping your software up to date.&nbsp; While cumulative updates (CU) and Service Releases (SR) are available to all our users, only SMA customers will receive upgrades to the latest edition without any additional cost. In other words, as long as your SMA is active, you will keep receiving new versions of your SDL products (as they become available).</p><div style="clear:both;"></div> https://uat.community.rws.com/product-groups/trados-portfolio/trados-studio/w/customer-experience/3242/what-is-included-in-a-support-and-maintenance-agreement-sma/revision/1Fri, 27 Apr 2018 15:04:05 GMT10acfa76-f078-475b-a7ef-fc5b3e8d2934:b2b5087e-f160-494e-89ba-f0ffd52505e0Jack Bishophttps://uat.community.rws.com/product-groups/trados-portfolio/trados-studio/w/customer-experience/3242/what-is-included-in-a-support-and-maintenance-agreement-sma#commentsRevision 1 posted to Customer Experience by Jack Bishop on 4/27/2018 3:04:05 PM<br /> <p><strong>&nbsp;</strong>SMA includes technical support and maintenance.</p> <p>Technical support side of the contract gives you access to our support portal where you can raise tickets for any sort of issues you might have with our products. Your ticket will be picked up by our team of engineers and they will get in contact with you within guaranteed response times. Once the initial contact has been made, the support team will make a decision on what further steps to take in order to resolve outstanding technical issue.</p> <p>Maintenance part of your SMA refers to keeping your software up to date.&nbsp; While cumulative updates (CU) and Service Releases (SR) are available to all our users, only SMA customers will receive upgrades to the latest edition without any additional cost. In other words, as long as your SMA is active, you will keep receiving new versions of your SDL products (as they become available).</p><div style="clear:both;"></div>