We strive to respond to inquiries as promptly as possible; however, depending on the nature of the inquiry, our response may take some time.
For customers who have subscribed to the Enterprise Plan with the Premium Support Express Option, we guarantee an initial response within one business day.
For customers without this option, or for inquiries beyond the initial response, we are unable to guarantee a specific response time as per the terms of use.
Please note that all support is provided in accordance with the operational policy outlined below. Even if you indicate that your inquiry is urgent, we kindly ask for your understanding that we cannot expedite our response.
- Inquiries are categorized into four levels of severity: Critical, High, Medium, and Low, and are handled accordingly
- When multiple inquiries are received from the same organization, they will be addressed one at a time in sequence
Additionally, please be aware that response times may be extended, or a response may not be possible, in the following cases:
- If required information such as test logs is not provided
- If the issue occurs only in a specific application and cannot be reproduced on our end
- If any behavior falls under the actions described in our Customer Harassment Policy
As we must ensure fair support for all of our customers, we appreciate your understanding of the above policies.