Technical support service DataSpider Servista

Annual technical support for DataSpider products

Technical support services for DataSpider products are provided to customers who purchase annual technical support for DataSpider products. There are two types of annual technical support depending on the service response time, so please purchase according to your requirements.
In principle, we provide the same support overseas as we do in Japan, but please contact us for details on technical support overseas.

  Technical support service hours
Annual technical support Monday to Friday 9:30 to 17:00
(Excluding national holidays and December 29th to January 4th)
24/7/365 Support Service 24 hours a day, 365 days a year

Technical support service provided

Please see below for details of the technical support services we provide.

»Click here for technical support agreement terms

Technical support services:

  • Technical support: Technical inquiries about purchased products via telephone, web, or email to the service center.
    • Responding to inquiries regarding product usage
    • Investigating and recovering from malfunctions caused by product failures (※1)
    • Providing information about products
  • Provision of an upgraded version (※2)
  • Free provision of service packs and patches
  • Use of the technical support website (※3)
  • 1 If the product failure is caused by the customer, such as a user error, repair and recovery support will be charged separately.
  • 2 Depending on the OS version, there may be a fee. Please contact us for details.
  • 3 You can download manuals, use FAQs, and view technical information.

Note

  • About 24/7/365 Support Service
    The "24/7/365 Support Service" differs in terms of the content and structure of the service provided during and outside of the "Business Hours Only Technical Support Service" hours.
    In the event of a system outage occurring at night or on a holiday, we will prioritize restoring operation, and will investigate the root cause and propose permanent solutions on the next business day.
    24/7/365 Support Service is available Monday through Friday (5:00 PM to 9:30 AM), Saturdays, Sundays, public holidays, and from December 29th to January 4th, and is limited to product failures only.
  • Operating environment and support range
    We publish information about the recommended operating environment (OS, middleware, DB, Java, file system, communication environment, etc.).
    This support service applies only to our products that are running under the operating environment recommended by our company.

Regarding third-party products and operating environments for technical support services

  • Please check the operating environment in advance
    When contacting the technical support service desk, please cooperate by checking in advance the version of the product you are using and the product operating environment (hardware, OS, middleware other than our products, Java, database system, file system, communication environment, etc.).
  • Request to check maintenance contracts for products from other companies
    Please note that for products other than ours, a maintenance contract with the respective manufacturer is required (if you suspect that the issue you are experiencing may be related to another manufacturer's product, you will need to contact the respective product manufacturer yourself. Our technical support service is based on the assumption that the operating environment in which you use our products is covered by the respective manufacturer's standard support and that you have subscribed to that maintenance support.
  • Identifying the cause of the incident
    Our technical support service will investigate the issues that occur at your site from the perspective of our products and isolate the cause. If the problem is caused by our products, we will present solutions and measures to resolve the issue. As a result of the investigation into the issue, we may ask you to consider upgrading our products. Furthermore, if the issue is determined to be caused by the operating environment you have prepared, you will need to implement measures to resolve the cause yourself (applying patches, replacing equipment, etc.).

We will provide as much support as possible when you contact us, but we cannot guarantee that we will be able to identify the cause or solve the problem.