Support Policy

This policy applies to the support requests sent to , and to the private email address found in the download instructions sent to customers.

If you own an XMLmind Word To XML Professional Edition license

You must identify yourself as a customer by using one of the email addresses registered with our customer database. (Please add as many email addresses —belonging to the same domain— as you wish by using this form.)

• You are a Java™ developer embedding the XMLmind Word To XML conversion engine in your application:

  Questions related to the Java API will be answered only during 3 months starting from date of purchase. Other than this, support is limited to bug reports and requests for enhancements.

• You are an XED/XSLT developer customizing the output of w2x:

  We'll do our best to answer your questions about the XED scripting language and also about the best strategy for getting the results you want. Other than this, support is limited to bug reports and requests for enhancements.

• You are an IT professional integrating the XMLmind Word To XML Servlet to your information system:

  Support is limited to bug reports and requests for enhancements.

• You are an end-user of the w2x-app desktop application:

  We'll answer your questions about using the application. Other than this, support is limited to bug reports and requests for enhancements.

XMLmind Software is a small company and as such, we do not have a dedicated support team. All your questions will be answered by the software engineers who develop our products. This means that you are guaranteed to get the most authoritative answers possible. Moreover, we'll do our best to respond to your support requests before the next business day. On the downside, we have to limit support requests to one new topic per week and per customer.

Also please note that we support only the last major version of the software. For example, if latest release is v5.2, we'll respond to support requests about v5.0, v5.1, v5.2, but not to those about v4.9. If you are using an old version, please upgrade to latest version and check whether this fixes the issue.

If you are evaluating XMLmind Word To XML Professional Edition by using Evaluation Edition

Same support as above. However, please note that:

• You must specify in your support request that you are currently evaluating XMLmind Word To XML and you must disclose the name of the company or organization for which you are doing this evaluation.
• As stated in XMLmind Word To XML Evaluation Edition License Agreement, your evaluation period may not exceed 60 days.

How to write a usable bug report?

In order to fix a bug related to the XMLmind Word To XML conversion engine, we absolutely need to be able to reproduce it. Therefore, please make sure to include all the following information in your bug report:

• A source DOCX file showing the problem. This DOCX file must have been created using MS-Word 2007+.
• A description of the problem.
• The exact w2x command-line used to convert your DOCX file.
• The CSS stylesheets, the XED script files and the XSLT stylesheets possibly used to customize the output of w2x.
• The version of XMLmind Word To XML. Execute "w2x -version" to display this version.
• The name and version of the operating system used to run w2x.
• The version of the Java™ runtime used to run w2x. Execute "java -version" to display this version.

Failing to comply with the above support policy will cause your support request to be automatically rejected with no explanation other than Your support request does not comply with XMLmind Word To XML support policy. Please refer to http://www.xmlmind.com/w2x/support_policy.html.