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.
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 features, please contact Salesforce Help. (Examples not covered: concepts of permissions and profiles, object models, relationships, formulas, flows, change sets, migration tools, and other general standard knowledge 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 setting SOQL for OFC_Child Object Option Records.
Regarding output screens, output from screens that include custom development or third-party applications will not be supported.
Microsoft Office features are not supported. Some Office features are available, but not all templates are supported.
Support Response
Support is provided by e-mail. We do not provide support other than email, such as online meetings.
Support is only provided by replying to emails. We will not create templates for you or log into your organization to configure them.
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.
Multiple inquiries that are not related to a single inquiry or additional inquiries in reply to a separate email response may be split by us. Please note that it will take longer than usual for us to reply to your inquiry when a split occurs.
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.
Please note that 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.
Users who are not under contract (free version/paid trial version) are not eligible for support. Please use 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 improving products and manuals. Any missing parts of the manual will be updated as needed.
If your inquiry is not covered in the online manual, we may reply to you. Please note that we do not guarantee that we will reply to you.
Please note that we do not accept requests for explanations or demos at individual meetings, including from companies that have implemented Salesforce.
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.
Closed inquiries cannot be replied to.Please note that replies after closed inquiries 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.
