Wilcom Technical Support Policy

Wilcom Technical Support Policy

 

Wilcom Technical Support Policies

 

Overview

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 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.

Support Incident

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.

Response Times

Our support team will endeavor to respond within 1 business day.

Product Support

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:

Version

Support Available

ES 2025 / Digital Edition /

Wilcom Workspace Truesizer + Estimator Subscriptions 
  • Free support from date of purchase of license, upgrade, update or additional elements, as long as the customer keeps current.

    •       The following support options are available:

E4.5

  • Free support from date of purchase of license, upgrade, update or additional elements, as long as the customer keeps current.
  • Users of earlier versions of e4 must update to ES 4.5.8 or later for support.

    •       The following support options are available:

E3, E2, E1 and lower

  • No support will be provided.

 

 

Other Products

 

Product

Support Available

WEB-API

  • Wilcom currently provides free on-going email help desk support.  

Truesizer Pro e4

  • This product is discontinued and no support is available.

 

 

 

 

 

 

 

 

 

 

 


    • Related Articles

    • EWA API technical notes

      Wilcom’s Embroidery Web API is a cloud-hosted, RESTful interface that enables developers to integrate professional embroidery design and personalization features into websites, e-commerce platforms, or internal systems. The API supports rendering, ...

    • Returns and Refunds Policy for EmbroideryConnect (Commercial Edition)

      Thank you for purchasing Wilcom’s EmbroideryConnect WiFi Device (Commercial Edition). We hope you are pleased with your purchase. However, if you need to return the device due to defects, the following policy outlines the procedures for requesting a ...

    • Wilcom Truesizer and Estimator Release Notes

      Wilcom Truesizer and Estimator Release Notes May 2025 - Added support for latest ES 2025 file format.

    • How to change the units of measurement in Wilcom Estimator?

      Sign in to the Wilcom Workspace website. Link https://profile.wilcom.com/auth/signin Click Estimator Upload the image. Hover to the measurement toolbar down the middle of the platform. Click the down arrow key. To change the measurement, select ...

    • Does ES support Windows on Mac with Apple M1 / M2 / M3 chip using Parallels Desktop.

      ES 2025: Support for ES2025 is available for 27.0 users. It is very important to install the latest windows and parallels versions or the system may not operate correctly. Please note not all functionality has been tested in this environment, if ...