Section 3. About Support in Japanese

• 3.1 Who is eligible for support in Japanese?
• 3.2 How do I get support in Japanese?
• 3.3 What are the operating hours of the Japanese support service?
• 3.4 Can I get support outside of the Japanese service's operating hours?
• 3.5 Can I expect English speaking engineers to respond to Japanese issues when outside of the Japanese service's operating hours?
• 3.6 Can I get telephone support in Japanese?
• 3.7 How do response times apply to the Japanese service?
• 3.8 Can I use the Japanese support service for critical or emergency issues?
• 3.9 Is anything excluded from the Japanese service?

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3.1 Who is eligible for support in Japanese?

Any customer with an agreement that includes a MySQL support component may access the Japanese language service (except that critical or emergency issues support is not available in Japanese).

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3.2 How do I get support in Japanese?

Simply log in to the Customer Support Center as you would usually and select "Japanese" in the pull-down on the right hand side of the menu bar at the top of the page to switch to the Japanese service. Select "English" to switch back to the English service.

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3.3 What are the operating hours of the Japanese support service?

The Japanese support service is available from 9am to 5pm, Mon-Fri, JST, excluding Japanese national holidays.

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3.4 Can I get support outside of the Japanese service's operating hours?

Yes. Customers requiring support outside of the Japanese service's operating hours must use the English service.

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3.5 Can I expect English speaking engineers to respond to Japanese issues when outside of the Japanese service's operating hours?

No. When it is outside of the Japanese service's operating hours, we will only respond to issues which were created in English from the beginning. Please create issues in English if you would like to receive a response while the Japanese service is unavailable.

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3.6 Can I get telephone support in Japanese?

Yes. Customers with support agreements that include a telephone support component may call any time during the Japanese service's operating hours.

Please see your welcome letter for contact details.

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3.7 How do response times apply to the Japanese service?

Any issue or phone call received during the Japanese service's operating hours will receive a first response in line with their support level. Issues received after hours will be treated as if they were received at 9am JST the next business day and responded to accordingly.

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3.8 Can I use the Japanese support service for critical or emergency issues?

No. Critical or emergency issues in a production environment that require immediate resolution should be opened using the English service.

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3.9 Is anything excluded from the Japanese service?

Support for Zmanda Recovery Manager and JasperSoft is not available in Japanese.

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