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Guidelines for Technical Support

Overview

The Stauferstoffe mySewnet team is committed to helping our customers make the most of their mySewnet embroidery software. For this reason, we offer a comprehensive range of support, including free phone and email support for any questions.


What is Technical Support?

Technical support covers answers and questions related to installation, license keys, basic configuration, error messages, and issues with product usage. Technical support does not include training on how to use the software.


Response Times

Our mySewnet team will respond within 1 to 2 business days. We strive to answer all calls within 24 hours.


Commitment

The Stauferstoffe mySewnet team will do its best to resolve a technical support incident. However, we cannot guarantee that we can solve all issues. In certain situations, we may also rely on support from the manufacturer mySewnet, which could lead to possible delays.


Paid Support

Stauferstoffe charges a fee of €25.00 per incident for support for customers who did not purchase their embroidery software from us, DG Stauferstoffe GmbH. The support fee of €25.00 can be credited toward an update or software subscription if the purchase is made within 30 days of closing the support case.

  • For Premier+, 6D Embroidery System, 5D Embroidery System, or 4D Embroidery System versions, no support is available.
  • Paid support does not cover the replacement of faulty or defective dongles.


Our current policies regarding support for different product/versions are as follows:

mySewnet SILVER, GOLD & PLATINUM

Free per incident for software purchased through DG Stauferstoffe GmbH. 

Free Phone and E-Mail-Support

  • Free access to comprehensive support resources at embroiderysoftware.stauferstoffe.de.
  • Contact support via email at support@stauferstoffe.de or by phone at +49 (0)7172 9113654

Requirements for free support:

You have purchased your mySewnet embroidery software or mySewnet Upgrade from DG Stauferstoffe GmbH. Bitt halte dazu ggfs. deine Bestellnummer bereit.

 

mySewnet BASIC and 30-day free trial supscription of mySewnet PLATINUM

Paid at € 25,00 per incident - can be applied to subsequent purchase

PaidPhone and E-Mail-Support - € 25,00 per incident

Free access to comprehensive support resources at embroiderysoftware.stauferstoffe.de. Contact support via email at support@stauferstoffe.de or by phone at +49 (0)7172 9113654

Requirements for support:

You have an issue with the free mySewnet BASIC embroidery software or with the free 30-day trial subscription of mySewnet PLATINUM. The support fee of € 25,00 can be applied towards an update or a software subscription if the purchase is made within 30 days of closing the support case. 

 

mySewnet SILVER, GOLD & PLATINUM

Paid at €25,00 per incident for software NOT purchased through DG Stauferstoffe GmbH 

PaidPhone and E-Mail-Support - € 25,00 per incident

  • Free access to comprehensive support resources at embroiderysoftware.stauferstoffe.de. Contact support via email at support@stauferstoffe.de or by phone at +49 (0)7172 9113654

Requirements for support:

You have an issue with mySewnet embroidery software that you didn't purchase through us- no problem, we're happy to assist you.  The support fee of € 25,00 can be applied towards an update or a software subscription if the purchase is made within 30 days of closing the support case.  

Premier+2 Embroidery Software

Kostenlos pro Vorfall für über die DG Stauferstoffe GmbH erworbene Software. 

Kostenloser Telefon- und E-Mail-Support

  • Kostenloser Zugang zu den umfassenden Support-Inhalten auf embroiderysoftware.stauferstoffe.de.
  • Wende dich an den Support per EMail an support@stauferstoffe.de oder telefonisch unter +49 (0)7172 9113654

Voraussetzungen für den kostenlosen Support:

Du hast deine Premier+2 Sticksoftware bei der DG Stauferstoffe GmbH erworben. Bitte halte dazu ggfs. deine Bestellnummer bereit.