Documentation Center

Contacting Technical Support

For technical support, please contact WorldServer Technical Support, or the authorized WorldServer reseller from whom you purchased the product.

You can reach WorldServer Technical Support in one of the following ways:
  • On the Internet (preferred method)

    The WorldServer Internet Support Portal is at https://oos.sdl.com/asp/products/ssl/account/.

  • By phone:

    +1-877-434-6645, in the U.S. and Canada, Monday through Friday, 9:00 AM to 5:30 PM, Eastern Time

    +49 711 78060 400, for Germany (in German and English) Monday through Friday, 9:00 AM to 5:00 PM Central European Time

    +1-781-464-6160, elsewhere, Monday through Friday, 9:00 AM to 5:00 PM, Eastern Time

  • By email

    worldserversupport@sdl.com

When you contact WorldServer Support, please be sure to include or have available the following minimum information:
  • Site ID
  • Problem severity (1-4 levels defined below)
  • Contact name
  • Company name
  • Email address, if available
  • Phone number, if available
  • Fax number, if applicable
  • Hardware platform
  • Operating system and version
  • Product name
  • Product version
  • Third-party products involved, if applicable
  • Concise question or clear description of problem, including exact error message (if applicable), and steps leading to the error or problem symptoms
In many cases customers will be asked to provide additional data and information, including:
  • Reproducible test case
  • Copy of database
  • Stack trace with symbolic debugger information
  • Debug trace output
  • Log files
Depending on the issue, additional information may be required as well.

Support Ticket Severity Levels

SDL recognizes the following support ticket severity levels:
  • Level 1 - Critical

    WorldServer has experienced a significant problem that prevents operation or severely limits or is reasonably expected to severely limit the performance of the customer in a production environment. No workaround appears to be available.

  • Level 2 - High

    WorldServer has experienced a significant problem, but a workaround exists.

  • Level 3 - Medium

    WorldServer has experienced a problem that does not significantly affect performance, but either does not function as described in documentation or does not perform at rated level.

  • Level 4 - Low

    General questions about WorldServer that are either not covered in documentation or need clarification.

Enhancement Requests

To suggest or discuss WorldServer enhancements, please visit http://ideas.sdl.com. This community forum is designed to foster an environment of collaboration where customers can interact with SDL and other users.