Quick and easy help
Many answers to frequently asked questions are provided in our FAQ Section and our Documentation. Please check this section before contacting us.
Helpdesk
Our support team
All your technical questions are taken care of by IT specialists and qualified translators. Thanks to their detailed knowledge of the software, our team will quickly find a suitable solution to your topic. Our ticket system makes sure that no messages are lost and enables short reaction times.
Support Levels and Service Level Agreement
| Basic | Advanced | |||
|---|---|---|---|---|
| Availability (CET) | ||||
| Weekdays (Mon-Fri) office hours | 8 a.m. - 5 p.m. | 8 a.m. - 6 p.m. | ||
| Weekdays (holidays 1) | No | Severity 1 and 2 | ||
| Contact processes | ||||
| E-mail support (not prioritized) | Yes | Yes | ||
| Ticket system (prioritized tickets) | Yes | Yes | ||
| Number of persons entitled to support (access to ticket system) | 5 | 5 | ||
| Collective access for freelancers | unlimited | unlimited | ||
| Response times | ||||
| Severity 1 | 6h | 2h | ||
| Severity 2 | 12h | 2h | ||
| Severity 3 | 24h | 8h | ||
| Severity 4 | 36h | 24h | ||
| Severity 5 | 72h | 40h | ||
1 Public holidays in Germany (at the location of the registered office of ACROSS).
Across Language Server
With your support contract, you also receive your login details for the Across Helpdesk. You don’t yet have a support contract? In this case, please contact the Across sales team by e-mail to sales@across.net. Please feel free to ask us for comprehensive information on possible support agreements.
Across Translator Edition
Please register before using the ticket system for the first time. Subsequently, you will get your login data by e-mail and will be able to submit your ticket.
Freelance translators are entitled to free support.
Tips
- A detailed description of your problem will enable us to help you quickly. If possible, provide screenshots of the problem or of the error message.
- You can always see the status of your support request online via your ticket system login.
- Guide
TeamViewer Application
Our Support uses a desktop sharing tool to provide assistance in the case of technical problems.