Support

High-quality documentation is useful, but in some cases it may not be enough. As with every IT tool, with TMSs you can also experience technical problems.

Then, you need to have access to a professional support team, available at least during business hours. You can turn to them if:
  • you or your translation vendors cannot work in a TMS due to unavailability of a certain feature (critical bug)
  • you want to report a bug you or your translation vendors have found that is important or minor, but not critical
  • you wish to know more about a certain feature that is not explained in the documentation
  • you would like to have a report generated from the TMS that you cannot do yourself (e.g. on the average number of concurrent users in a specific period of time)
How can you contact XTM support?
  • send an email to a dedicated address (support@xtm-intl.com)
  • call them at +48 61 654 91 53
  • log in to the Support Portal to create a new support ticket or check the ticket status and provide additional information. Here you can also check if you can solve your issue by reading a FAQ. The Portal helps the XTM Support Team organize the issues reported by XTM users and keep track of the progress of handling issues.

The response and resolution times are governed by the SLA that you sign with your TMS provider. They should be confirmed each time you report a bug.

Figure 1. Automatic reply from XTM Support Team
Automatic reply from XTM Support Team

Customer Success Manager

If you need assistance with any TMS feature or would like to know more about the tool's development plan, you should be able to address a Customer Success Manager (CSM) or any other person fulfilling a similar function. This person works with customers to ensure they are receiving the tools and support needed to achieve their goals.

As a result, it is good to make sure that you can count on such contact from the TMS's provider you wish to purchase.

At XTM, a Customer Success Manager is a main point of contact for commercial and general questions. As part of the Customer Success team this person is a clients' advocate aimed at improving their experience.

Consulting service

This is a novelty in the TMS sector and is currently available only from Memsource. However, we can expect it to be launched by other providers soon.

It is a subscription-based service provided by subject-matter experts for customers who can ask questions or seek support whenever they need help. There is no limit of the number of hours spent both by a customer and the consultants, and the costs of this service are known upfront in the subscription agreement.

The consulting service covers the following areas:
  • migration support (transferring TMs and other content from CAT tools, other TMSs and CMSs)
  • automation and integration support (connection of various tools using API)
  • machine translation support (quality, types of content, pricing strategy)

For more details please visit Memsource blog.