Contacting Technical Support
For technical support, please contact WorldServer Technical Support, or the authorized WorldServer reseller from whom you purchased the product.
- 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
- 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
- Reproducible test case
- Copy of database
- Stack trace with symbolic debugger information
- Debug trace output
- Log files
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.