Contents
- SDL Customer Portal
- Other Ways to Contact Technical Support
- Technical Support Availability
- Holidays Observed by Portalyx
Portalyx / SDL Support Services
As a Portalyx Maintenance customer, you will receive proactive, personalised support services and fast, expert resolution of specific technical issues for your SDL products.
Portalyx provides technical product support through our office in Amsterdam, The Netherlands. Portalyx provides technical support services for Portalyx XPP and Contenta customers and SDL Europe XPP customers. Portalyx maintenance services and technical support for SDL products include:
- System patches, updates, and revisions.
- New major releases of programs at a discount.
- User documentation, updates, and information about technical issues.
- A technical support helpdesk for corrective software maintenance. This includes unlimited no-charge support for usability issues including product features, menu commands, formatting, set-up, and other user interface issues.
SDL Customer Portal
The SDL Customer Portal is your one stop location for Portalyx and SDL Technical Support. You can use the SDL Customer Portal to:
- Open new support tickets.
- Review existing support tickets including all updated details from Portalyx and SDL Technical Support.
- Add information, attachments and/or comments to active tickets.
- Upload and download files.
- Download the latest Documentation, Patch Sets, Platform Requirements and Release Notes.
- Review Technical Support News, Guides and Tips.
If you do not yet have a SDL Customer Portal login please use Request Portal Login on the Portalyx Support web site. Customers with a Standard Maintenance Contract may have up two (2) portal accounts, while those customers with a Premium Maintenance Contract may have up to four (4) accounts.
Other Ways to Contact Technical Support
If you are unable to access the SDL Customer Portal, please use any of the following methods to contact Technical Support:
E-mail Contact
Our staff checks E-mail during our normal hours of operation. Please send requests to: support@portalyx.com Requests for Technical Support should be e-mailed only to the support e-mail address and not to individual support personnel, because requests can be delayed if an individual is out of the office.
Telephone Contact
When you call Technical Support, we will request information about your company and your issue. We will then give you a ticket number.
Portalyx XPP and Contenta Customers
For customers of Portalyx, you can call in both XPP and Contenta technical support calls directly to Portalyx: +31 (0)20 570 8979
SDL Europe XPP Customers
For customers of SDL Europe, you can call in XPP technical support calls to the European Support number: +44 (0)1753 725 503 or directly to Portalyx +31 (0)20 570 8979.
SDL Europe Contenta Customers
For customers of SDL Europe, you can call in Contenta technical support calls to the European Support number: +44 (0)1753 725 508.
Fax Contact
We recommend that you fax information to us only after you have contacted Technical Support and received a ticket number. In the event that we need you to fax us information about your issue, please include the ticket number and use the following fax number: +31 (0)20 570 8989.
Technical Support Availability
Portalyx Technical Support is available Monday through Friday of each week, excluding Holidays Observed by Portalyx, between the following hours: 09:00 and 17:00 (9:00 a.m. and 5:00 p.m.) CET.
Holidays Observed by Portalyx
Portalyx Technical Support is closed on the following public holidays:
New Year's Day (Nieuwjaar) |
1 January or the first work day after |
Easter Monday (2e Paasdag) |
The Monday after Easter |
Queens Day (Koninginnedag ) |
30 April |
Liberation Day (Bevrijdingsdag) |
5 May, every 5 years 2005, 2010, etc. |
Ascension Day (Hemelvaartsdag) |
30 days after Easter |
Pentecost/Whit Monday (2e Pinksterdag) |
The Monday 50 days after Easter |
Christmas Day (Kerstmis) |
25 December |
Second Christmas Day/Boxing Day (2e Kerstdag) |
26 December |