About Support

Support is available only to paid subscribers.
Support is limited to the unique features of Office File Creator.
The output screen is only supported from the Salesforce standard screen. Only screens that do not include custom development or third-party applications are supported.

Support is provided by e-mail.
We will contact you by email within 3 business days. Please note that if we receive a large number of inquiries, it may take up to 3 business days or more.
If there are multiple inquiries unrelated to each other within a single inquiry, or additional inquiries unrelated to the original inquiry, we may divide the inquiry into separate inquiries. When inquiries are divided, it may take longer than usual to respond.
We may contact your contractor to inform them of the use of support and share your inquiry with them at the time of your proxy inquiry.

Inquiries outside of our contract are not covered by our support. Users of the free version/paid trial version are not eligible for support inquiries, but they can access the online manual.

Salesforce standard features are not supported. Standard Salesforce knowledge for administrators is required to implement and configure Office File Creator. (Examples not covered: concepts of permissions and profiles, object models, relationships, formulas, change sets, migration tools, and other general standard features for Salesforce administrators)
Flows are not supported. Knowledge of flow creation is required when using flows.
SOQL is not supported. SOQL knowledge for developers and advanced users is required when using SOQL.
Output from screens that include custom development or third-party apps is not supported.
Microsoft Office features are not supported. Please check the actual output in the Sandbox.
We will not create templates for you or log into your organization to configure them.
We do not offer individual meetings for online operation support or demonstrations.

How to Contact Us

Please submit a new inquiry for each request using the contact form. Inquiries received through forms other than the inquiry form will not be accepted.
Please do not add or make new inquiries in reply to an e-mail response to a separate, unrelated inquiry.
We cannot respond to inquiries outside the scope of our support.
Please check the Instruction manual, FAQ, and Troubleshooting before contacting us. If you are unable to resolve the issue after checking, please contact us via the Contact Form.

Check the response and reply to close the inquiry if you have no questions.
If we do not receive a response within five business days after providing a valid response, your inquiry will be automatically closed.
Closed inquiries cannot be reopened.
Closed inquiries cannot be replied to. Replies after closed inquiries will not be accepted.