Terms

• WingArc1st provides dejiren Support to customers with active subscriptions to dejiren (including customers on free trials).
• The operating system (OS) and underlying software of computers using cloud services must be covered by the respective vendor’s normal support.
• If it becomes necessary to determine whether the cause of an outage originates in a WingArc1st product or in a third-party product, we ask for your cooperation in investigating the cause. This may include contacting the vendor of the third-party product. In addition, the customer shall bear the costs of any system verification, etc., carried out by the customer in connection with troubleshooting the outage.

Requesting dejiren Support

For customer inquiries, please contact us via the Contact us menu option that is accessible from within dejiren.

Details

Scope

1. Inquiries regarding installation and setup, and standard functionality
2. Inquiries regarding errors, connection problems, and other software defects

Response

dejiren Support responses will include instructions and available methods for resolving issues. Please note that we ask customers to perform the actual steps required, such as configuration changes.

Hours

Weekdays, 9:00 a.m. to 5:00 p.m. JST (0:00 to 8:00 UTC)

Note: Support hours do not include Japan national holidays and year-end and New Year holidays. The contact form is available 24 hours, with the exception of dejiren service maintenance periods.

Contacting Support

Please contact dejiren Support via the Contact us menu option that is accessible from the Admin console and VA management screen.

Information to include

1. Please describe the problem or state your question succinctly.
   Include any error messages, what you are trying to achieve, and so on.
2. Please attach any relevant files that might help us understand and resolve the issue, such as screen captures, CSV or other data files, etc. (There’s a limit of five attachments, 10 MB per file. Please tell us if you wish to send attachments exceeding these limits.)

Response time

Inquiries will be handled in the order in which they are received, and an initial response will be provided within three (3) business days.

Language

Support is available in English and Japanese.

Limitations

1. If we determine that a solution to your inquiry is complex and difficult, we may change your environment login and/or the person or department in charge in order to prioritize troubleshooting and shorten the time it takes to resolve the issue.
2. Items not covered by dejiren Support
   If any of the following conditions apply, inquiries are not covered by dejiren Support. Therefore, we may, at our discretion, restrict the provision of some support services.
   • You are using dejiren in an environment other than one listed in the publicly posted System Requirements
   • You are using dejiren in a way that contravenes its intended use as described in the documentation and other materials
   • Normal dejiren operation is not possible due to a computer virus, computer equipment failure, unstable Internet connection, or third-party software defect
3. Information regarding the use of third-party modules (including open-source software) and versions is not disclosed due to the potential security risk. Please understand that for this reason, we may not be able to provide answers to some inquiries. Our policy regarding responses to vulnerabilities is stipulated in the dejiren Service Level Objective (SLO).

Handling of information

1. Any data and other information provided to dejiren Support must be done so at your own risk.
2. All information provided to us will be handled appropriately in accordance with our Privacy Policy and your service subscription.
3. Copyrights and other intellectual property rights of information provided by us in the process of providing dejiren Support belong to WingArc1st or the provider of the given information.