Technical Support Policy

Overview

Wilcom is committed to ensuring that our customers get the most from their Wilcom software. For this reason, we offer a comprehensive range of support and training offerings, in many cases including free telephone and email support.

 

What is Technical Support?

Technical support includes answers and questions regarding installation, License keys, configuration;
deployment; program error messages; and product usage issues. Technical support does not include training on the use of the software.

 

Response Times

Our support team will respond within 1 to 2 business days; we aim to answer all calls within 24 hours.

 

Commitment

The Wilcom support team will do their best to resolve a technical support incident. However, we cannot guarantee that we will be able to solve all problems.

 

Paid Support

Wilcom America will charge a $250.00 USD per incident charge for support for Version E1.5 and E2.0 customers.
The $250.00 USD support charge can be applied to an update if done within 30 days of charge.

  • Support is not available for any version lower than E1.5
  • Paid Support does not cover replacement of faulty or broken dongles.
  • The support offered by Wilcom varies depending upon which product and which version of the software a customer is using.

 

Our current policy with respect to the various product/version support is as follows:

EmbroideryStudio e4

Free per incident

Free telephone and email support

  • Free access to the comprehensive support content on wilcomamerica.com.
  • Free access to the training videos on wilcomamerica.com.
  • Contact Support @ support@wilcomamerica.com or via phone at +1 (877) 522-7448

EmbroideryStudio | DecoStudio e3

Free per incident

Free telephone and email support

  • Free access to the comprehensive support content on wilcomamerica.com.
  • Free access to the training videos on wilcomamerica.com.
  • Contact Support @ support@wilcomamerica.com or via phone at +1 (877) 522-7448

EmbroideryStudio | DecoStudio e2

$250 USD per incident

Free telephone and email support is available until March 1,2017. 

After March 1, 2017 the following support options are available:

  • Free access to the comprehensive support content on wilcomamerica.com.
  • Free access to the training videos on wilcomamerica.com
  • Pay $250 USD (plus applicable sales taxes) for telephone and  email support for a single support incident.

EmbroideryStudio | DecoStudio e1.5 and lower

$250 USD per incident

Customers on these versions are not entitled to free telephone and email support. 

The following support options are available:

  • Pay $250 USD (plus applicable sales taxes) for telephone and email support for a single support incident.