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At Kilgray, we all have translation experience and we know what deadlines mean. We have worked day and night on translation assignments just to find out that it would not export from the translation tool. We know how you feel when you run overtime because of a software failure. And we want to save you from this.
Software tools inevitably contain bugs. Software tools that build on other software tools can even contain more bugs. And translation tools are like this: the file filters should be good enough to support each and every file created by each and every version of another tool, the spell checking and preview creation works through Microsoft Office - Office 2000, Office XP, Office 2003, Office 2007, and memoQ runs on many different Windows versions, including XP, Vista, Windows 7 and their server versions. We’re not saying memoQ will never crash on you. But if it does, we are here to help you.
When you send a file to our support that has problems exporting or importing, the first thing we check is how urgent the issue is. If you have translated the file, we try to create the export for you. Very often the method is simple: put every translation into a translation memory, reimport the file in the newest build of memoQ, and pre-translate the file with the contents of this ad hoc translation memory. This happens when the issue got fixed in the meantime but you did not update to the newest build.
If it’s more serious than that, we try to help you by trying an alternative method. DOC files can be saved as DOCX, PPT as PPTX. memoQ has two TTX filters, two HTML filters, and for other file formats we know a lot of tricks that work through memoQ’s interoperability features. It may take a few hours, but we are dedicated to helping you if it’s urgent.
Once you’re out of trouble we analyze and report the issue to our programming team and the file filter gets fixed and the fix gets tested with a couple of files. We don’t like these urgent cases, so we release a new build - with the same functionality but bugs fixed - rather frequently. When you quit memoQ the next time, its auto-update functionality tells you that there is an update available, and if you allow that, updates to the latest build.
We always correct blocking software issues immediately when they are reported, and file filter issues are almost always blocking. If there’s another urgent case, we are also there to help you. The benefit of this approach is illustrated by the fact that during 2009 we have considerably increased our client base but the amount of support requests remained stable.
When you find something annoying but it is not a bug, you can explain your problem to us. We keep track of all the feature requests and go through this list every time we plan a new version.
We don’t guarantee that you can do everything in memoQ that you can think of. It’s not going to make coffee for you. But we do guarantee that it’s a very stable and reliable technology and it remains so.