Service Level Agreement for Ricksoft Support

When creating a support request through Ricksoft’s support desk, we will respond within no more than 24 business hours (3 business days) from the time of your initial request. Our goals are to answer the majority of requests within the same business day. Ricksoft will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond Ricksoft’s control.

BUSINESS HOURS AND RESPONSE TIME

Ricksoft’s business hours are from 9 am to 6 pm Japan Time, Monday through Friday. Our office is closed on national holidays listed on this calendar for Japan. All requests are answered within 24 business hours (3 business days), excluding national holidays. We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.

SUPPORT CHANNELS 

You can request support through one of the following channels:
  • Submitting a ticket through Ricksoft’s issue tracking system (registration is required)

RICKSOFT'S SUPPORT INCLUDES:

  • Assistance with configuring Ricksoft products
  • Guidelines and best practices on Ricksoft products
  • Help with troubleshooting problems with Ricksoft products
  • Help with issues arising out of Ricksoft product upgrades

RICKSOFT’S SUPPORT DOES NOT INCLUDE: 

  • Phone support
  • Product training
  • Support for JIRA configurations not related to a Ricksoft product
  • Help with programming against Ricksoft’s API
  • Support in any language other than English