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
- You are an XED/XSLT developer customizing the
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
We'll answer your questions about using the
application. Other than this, support is limited to bug reports and
requests for enhancements.
XMLmind 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
are evaluating XMLmind Word To XML Professional Edition by using Evaluation
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
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
- 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
- The CSS stylesheets, the XED script files and the XSLT stylesheets possibly used to
customize the output of
- The version of XMLmind Word To XML. Execute "
-version" to display this version.
- The name and version of the operating system used to run
- The version of the Java™ runtime used to run
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
Your support request does not comply with XMLmind Word To XML
support policy. Please refer to