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.
Please note: Wilcom America can not provide technical support for WilcomWorkspace or Hatch Embroidery. Please contact Wilcom International for support of those products.
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, e2.0, and e3.0 customers.
The $250.00 USD support charge can be applied to an update if done within 30 days of the charge.
- Support is not available for any version lower than E1.5
- Paid Support does not cover the 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: