Forum: SDL Trados support
Topic: start tag on line XX does not match the end tag of YY
Poster: SDL Support
Post title: Resolving problem files
Hello pmakinen,
You're right, not everyone can share their customers files. We're really not interested in the content and delete the files afterwards but I understand the problem with this. I think I got into this habit after suggesting solutions but the user was still unable to resolve the problem. It also gave me an opportunity to report any reproducible problems to developement to try and make this more robust. But I'll do my best to stop this practice.
There is a series of videos that the Client Services Team have released recently titled "Top 10 support issues and how to resolve them" : [url removed] Perhaps this will be better for all users so they can resolve their own issues.
In addition we have released a small plugin called "Client Services CXM" : [url removed] This plugin gives you access to more places you can get help and to report issues in a location where SDL will always receive it whether you have a support contract or not. There is no guaranteed response time with anything you put in here because this is what a support contract is for, but we will do our best to make sure any urgent issues resulting from the software not working as intended are picked up timeously. Of course in some cases we will still need to ask for the files if you are not able to resolve it yourself... I don't think there is a way around that.
Regards
Paul
Topic: start tag on line XX does not match the end tag of YY
Poster: SDL Support
Post title: Resolving problem files
Hello pmakinen,
You're right, not everyone can share their customers files. We're really not interested in the content and delete the files afterwards but I understand the problem with this. I think I got into this habit after suggesting solutions but the user was still unable to resolve the problem. It also gave me an opportunity to report any reproducible problems to developement to try and make this more robust. But I'll do my best to stop this practice.
There is a series of videos that the Client Services Team have released recently titled "Top 10 support issues and how to resolve them" : [url removed] Perhaps this will be better for all users so they can resolve their own issues.
In addition we have released a small plugin called "Client Services CXM" : [url removed] This plugin gives you access to more places you can get help and to report issues in a location where SDL will always receive it whether you have a support contract or not. There is no guaranteed response time with anything you put in here because this is what a support contract is for, but we will do our best to make sure any urgent issues resulting from the software not working as intended are picked up timeously. Of course in some cases we will still need to ask for the files if you are not able to resolve it yourself... I don't think there is a way around that.
Regards
Paul