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

  1. ES 2026 / ES 2025
  2. Wilcom Workspace / Library / Truesizer + Estimator Subscriptions 
  • Free support is available from the date of purchase and remains active while the customer maintains a current subscription or license.
  1. Digital Edition / ES e4.5

  • Support for these versions has been discontinued:

    • Digital Edition: 30 April 2026
    • ES e4.5: 31 December 2025

    Your software will continue to operate; however, technical support is no longer available after these dates.

    Recent Purchases:
    If Digital Edition or ES e4.5 was purchased within the last 12 months, free support will continue for 12 months from the date of purchase. Extension of access codes does not reset the support date.

ES e3, ES e2, ES e1 and lower

  • No support is provided for these versions.


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.