About Support

Support Eligibility

Support is available only to paid subscribers. Support will not be provided for users who are not under contract, such as free version or trial users.

Support Response

Support is provided by e-mail. We do not provide support in individual meetings via online or other.
Support is limited to responding to customer inquiries via email. We do not create templates on your behalf, nor we log into your organization to configure them for you.
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 later.
Please submit a new inquiry form for each inquiry. Please note that we may split your inquiry into separate inquiries, such as an additional inquiry in reply to an e-mail response to a different matter. Please understand that in such cases, it will take longer than usual for us to reply.
Closed inquiries cannot be replied to. Please note that replies after closed inquiries will not be accepted.
If you do not receive a response after we contact you with a valid response, your inquiries will be automatically closed after a few days.

Scope of Support

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

Out of Scope of Support

Salesforce features are not supported. About Salesforce standard features, please contact Salesforce Help. (General Salesforce configuration, including concepts of permissions and profiles, how to create formula fields, how to create flows, and how to migrate with change sets and migration tools etc.)
Flows are not supported. Knowledge of flow creation is required when using flows. Regarding flows, please contact Salesforce Help.
Regarding output screens, output from screens that include custom development or third-party applications will not be supported.

Change of Contract Information/Cancellation

To change your subscription information, cancel, or change your license, please visit our Customer Portal or AppExchange site.
Subscription Management

Non-Contractual/Other Inquiries

For users of paid trial/free versions, please check within the scope of the online manual. Please note that we will not reply to inquiries outside of the contract. Bug reports, clarifications, and other information received will be used as reference for product improvements, setup manuals, and FAQs. Please check back at a later date as the missing setup manuals and FAQs will be updated as needed.

Trial period for paid version

If your inquiry is not covered in the online manual and is about a Pro feature, we may reply to you. Please note that we do not guarantee that we will reply to you. If you have not yet installed the paid version in your production environment, please include the Salesforce organization ID of the Sandbox you are trying out in the body of the email.

Free version

Support is not available for the free version. You can use the free version only if you agree that you will not be able to use any support, including inquiry support.

Other Inquiries

Please note that we do not accept requests for explanations or demos at individual meetings, including from companies that have implemented Salesforce.

Please check before contacting us

Please check the Instruction manual, FAQ, and Troubleshooting before contacting us.

How to Contact Us

Please submit a new inquiry form for each inquiry.
Please do not add or make new inquiries by replying to closed or different inquiries by email.
We cannot respond to inquiries outside the scope of our support.

If you cannot find a solution in the Instruction Manual or FAQ, please contact us here.