Wilcom are 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 online, 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.
A support incident is a single, reproducible issue that focuses on one aspect of the Wilcom software and can be identified by isolating specific issues or problems.
A reproducible incident is any problem that can be re-created on our computer systems. The resolution of a single incident may include multiple emails and telephone phone calls. Any incident determined to be caused by a software bug will not be considered an incident.
Our support team will endeavor to respond within 1 business day.
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:
Please find the latest Wilcom Technical Support Policy for the Wilcom Embroidery Studio software products and the earlier versions from the attached pdf.