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

+1-781-464-6160, elsewhere
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.

Note: To acquire runtime information specific to this installation of WorldServer, click About located in the upper left-hand corner of the WorldServer window.

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.