General

  • What is XTM Cloud?

    XTM Cloud is an enterprise SaaS translation management system with an integrated computer aided translation tool. Our mission is to help enterprises reach global markets more efficiently via an industry leading platform to automate and manage all aspects of the localization process. AI delivers advanced automation, with a well-developed REST API and out-of-the-box connectors for most common content management systems and machine translation systems. The flexible automated workflow streamlines complex localization processes and supply chains while providing project managers with a real-time view of project status. XTM Cloud is scalable, flexible and agile, with industry open standards at its core, and XTM International customers include many of the world’s leading enterprises and LSPs.

  • If I purchase a subscription to XTM Cloud how quickly can I start to use it?

    If you are signing up for a paid subscription through our website, an account will be automatically created and you will receive an email with your access credentials in only a few minutes.

    If you are purchasing an enterprise subscription through our Sales team, your account manager will keep you up to date once the payment is processed and the account is activated for you.

Subscription

  • What are the differences between the different XTM Cloud account types?

    A freelance account is for a single named user and comes with a defined number of words that can be processed each month.

    A group license is for 2, 3 or 4 named users working together on translation projects. You can choose how many words you want to translate each month.

    An enterprise account is for a defined number of concurrent users. This means that you can create as many users as you need in your XTM Cloud instance, and any user logging into XTM Cloud will book an available seat. With an XTM Cloud Enterprise account, you can process unlimited words and languages each month.

  • How much does a subscription to XTM Cloud cost?

    Click here to see the full price list.

  • What is included in the price?

    1. Access to XTM Cloud for the specified number of users for the agreed period.
    2. The ability to create translation projects up to the specified maximum number of words (for freelancer and group accounts).
    3. Support: We provide first class support Monday to Friday from 8am to 11pm CET.
    4. Upgrades: XTM Cloud is regularly and automatically upgraded or updated through the release cycle, meaning that you will always use the latest version without installing anything. If you have subscribed for a Private Cloud instance, you will have the possibility to define an upgrade schedule according to your company’s needs.
    5. Server maintenance: You don’t need to worry about any maintenance, we take care of that for all our Public and Private Cloud customers.
  • What are the differences between named users and concurrent users?

    For subscriptions based on “named users”, an Administrator user on your side can only create the defined number of users in XTM Cloud. With a subscription based on “concurrent user”, an Administrator or Project manager user on your side can create any number of users in XTM Cloud, but they will be able to work at the same time only until all seats (licenses) defined by the subscription are booked.

  • What is the minimum period for a subscription to XTM Cloud?

    The minimum period for an XTM Cloud subscription is 3 months. Annual subscriptions (12 months) are offered at an additional discount. Click here for additional information.

  • Can I cancel my subscription to XTM Cloud?

    You can cancel your subscription to XTM Cloud after the initial three months or according to the terms and conditions defined in your subscription.

  • How can I continue my subscription to XTM Cloud after the initial period?

    You can renew your subscription automatically or manually according to your subscription agreement or the settings made in your XTM Cloud instance.

  • If I have used my standard word allowance can I purchase more words?

    Yes, your XTM Cloud Administrator can purchase additional words by logging on and going to Configuration > Renew subscription.

  • How can I upgrade my subscription to XTM Cloud?

    Your XTM Cloud Administrator can upgrade the subscription by logging on and going to Configuration > Renew subscription. If you have any questions, contact our Sales team.

  • Can I carry my unused words on to the next month?

    Any unused words from your standard allowance or additionally purchased words can be carried forward from one month to the next. In the next month your standard allowance and purchased words will be used first, and any words brought forward from the previous month will be used afterwards. Words can only be carried forward for one month.

  • How can I pay for my XTM Cloud subscription?

    You can pay for your XTM Cloud subscription online using a credit or debit card. We accept Visa, Visa debit, Mastercard, Solo and Visa Electron. We also have an online facility for paying via PayPal, however the automatic renewal cannot be handled via PayPal at the moment. Payments may be made in GB Pounds, Euros or US Dollars. Alternatively, you can contact us if you want to have your payment processed via alternative options (like a purchase order).

Training and Support

  • What training is available for XTM Cloud?

    Getting started in XTM Cloud is easy! Take a look at the free online webinars, which are available here. In addition, every month we have free online training sessions which you are welcome to attend.
    Once you subscribe to XTM Cloud, you will be able to access quick start guides directly from within the Help menu on the UI.
    You can also request self-paced online training. Reach out to us for additional information.
    You can access our online help to get immediate access to all our product resources.

  • Where can I view the manual for XTM Cloud?

    You can access our online help here.

  • How do I contact Support?

    You can submit a support request by accessing our Portal anytime.
    You can also send a request directly from within the XTM Cloud UI by clicking the “?” menu and accessing the “Request support” link under “Contacts”.

Security

  • Is my confidential data secure in XTM Cloud?

    XTM Cloud guarantees full data protection. The system uses the secure https protocol, just like any secure credit card payments. In this way, all your translation data is securely encoded during the translation process.
    The XTM Cloud Services are securely hosted in a professional state of the art facility, ensuring full data protection.
    Since all of the data in XTM Cloud is securely partitioned, no other XTM Cloud customer would ever have access to your data.
    Your unique login credentials guarantee that only you or your users can access your data.
    In addition, XTM Cloud ties an individual user to a PC, which further prevents any attempts of unauthorized access. Users can only access XTM Cloud through an authorized PC by default, unless the Administrator user on your side deactivates this option in the Security settings.
    Additional security settings like two-factor authentication, SSO and strong passwords can be easily configured by your Administrator or our
    Support team to ensure your account is fully protected.

  • How robust are the XTM Cloud services?

    XTM Cloud is hosted on servers located in a state of the art facility at one of the largest international Internet hosting companies in Europe or USA. In this way, we can guarantee a network availability of 99%.

  • Does XTM Cloud store my credit card details?

    No. The payment is securely processed by SagePay. XTM Cloud only receives confirmation of payment, without any of the card details.

Technical

  • What file types can I translate through XTM Cloud?

    The most up to date list of all supported file types is available in our technical specifications. Select the most up to date (or applicable) XTM Cloud version, then navigate to the “File formats supported in XTM Cloud” page.

  • Can I use my existing translation assets with XTM Cloud?

    Yes. Providing your user has the necessary access rights, you can upload any existing translation memories and terminology files to XTM Cloud. It is also possible to export your TM and Terminology from XTM Cloud when you need it.

  • What translation open standards do you support?

    Access our technical specifications, select the most up to date (or applicable) XTM Cloud version, then navigate to the “XTM Engine” page.

  • What are the technical requirements to access XTM Cloud on my PC?

    Visit our online help, select the most up to date (or applicable) XTM Cloud version, then navigate to Introduction > PC setup.

  • What browsers are supported by XTM Cloud?

    Visit our online help, select the most up to date (or applicable) XTM Cloud version, then navigate to Introduction > PC setup.