About Support

About Support

Support Eligibility

  • Support is available only to subscribers of the paid version. 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. Please understand that 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.

 

Scope of Support

  • Support is limited to inquiries about the unique features of Office File Creator.
  • Regarding output screens, support is only available from record pages (standard) and list views. Only screens that do not include custom development or third-party applications are supported.

 

Out of Scope of Support

  • Inquiries about standard Salesforce features will not be 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.)
  • Inquiries about flows, such as how to create flows, flow errors, etc., 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.

 

How to Contact Us

  • Please contact us via the inquiry form on this product page. We will reply to you by e-mail.
  • Please read the Instruction manual and FAQ before contacting us.
  • Please use a separate new inquiry form for each inquiry. We appreciate your cooperation and understanding not to add or make new inquiries by replying to closed or different inquiries by e-mail.

 

Inquiries by vendor company on behalf of a contractor

  • If you are contacting us on behalf of a contractor, such as a vendor company, please be sure to provide the name of the contractor's company. Please note that we may contact the contractor to inform him or her that you are using our support service on his or her behalf.

 

 

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