Technical support service procedures

When purchasing a new technical support service or when renewing a support pack for customers who are already using the technical support service, the "Software Product technical support agreement" will apply. Please be sure to check this before placing your order.

About new applications

How do I apply for a new technical support service?

In principle, please apply at the same time as purchasing (ordering) the product.

When does the technical support service start?

The technical support service start date is the first day of the month following the shipping date of the supported product.

<About using the technical support service>

  • If ordered at the same time, technical support services are available from the date of product shipment.
  • If you do not place an order at the same time, technical support services will be available after our procedures are completed.
    The contract period will begin on the 1st of the month following product shipment.

What is the service period for technical support services?

You can specify the period in years from the start date of the technical support service.

Precautions

  • If you would like to set the technical support service start date to a date after the start date, you can add technical support services for the required number of months (in monthly increments) by using the "implementation period technical support service Pack."​
  • The technical support service start date can only be set to the first day of each month. The period cannot be adjusted by day.

<Notes when ordering the "Introductory Period Technical Support Pack">

  • Please be sure to order this together with the technical support service. It cannot be ordered alone.
  • Please be sure to place your order before the start date. Orders cannot be placed after the start date.
  • This applies to HULFT Series products excluding DataSpider, PIMSYNC, Thunderbus, DataSpider BPM, and DataSpider Cloud.
  • The above regulations for new applications for technical support services apply to both technical support packs and technical support service contracts.

About renewal procedures

What is the deadline for continuing technical support services?

Please complete the renewal procedure at least four business days before the end of your current technical support service contract. If you wish to renew your contract, please contact our sales representative at least three months before the end of your technical support service contract.

When does the ongoing technical support service start?

The deadline will be the day after the current technical support service ends.

How long will the ongoing technical support service last?

You can specify the period in years from the start date of the ongoing technical support service.

Precautions

  • Even if you apply for renewal after the expiration date of your technical support service contract, the service start date will be the day after the expiration date of your previous service period.
  • Please note that, as a general rule, technical support services will be suspended from the end of the technical support service contract period until you apply for renewal procedures.

<Applicable services>

  1. Use the support inquiry desk
  2. Product upgrade application
  3. Providing revised versions of products
  4. Use of HULFT FAQ (Technical FAQ)
  5. Use of technical support site
  • Please note that if you place an order near the end of your technical support service contract period, you may not be able to continue using the service for a period of time. Also, when placing an order around the end of the year, New Year's, Golden Week, etc., please place your order well in advance, taking into consideration our company's holidays.

Note

For HDC-EDI and HDC-EAI products, the grace period for renewal applications, retroactive application of premiums, and retroactive application periods may differ from those listed below. Please contact us for details.