Support Services
- Technical Support Services
- Technical Support Service Procedures
- Support Tools
- Version upgrade
- Product Life Cycle
- Important Notice
- License List
Automatic Renewal of Technical Support Service Contract
For annual contracts with a term of one year, the contract period will be automatically extended before the contract expires.
Automatic Tech Support Updates
Applies to technical support agreement from April 1, 2025 onwards
Applicable conditions
- The affected products are HULFT 10 and DataSpider Servista 5 (*Other products will be supported in the future when they are upgraded).
- The contract details, such as the amount of the purchase order, are the same.
If there are any changes to the contents of the order, a separate order form must be issued.
- Contracts valid from April 1, 2025 onwards will be subject to the following technical support agreement terms and are subject to this automatic renewal.
- A purchase order is required when ordering technical support for the applicable product for the first time. Once a purchase order is received, the product will be automatically renewed from the following fiscal year.
- In some cases, such as when an order includes technical support for a product other than the target product, the product may not be eligible for automatic renewal. Please contact us if you have any questions.
»Click here for technical support agreement terms
Technical support services for purchased products
HULFT Technical Support Services provides paid technical support services for products purchased by customers to ensure safe and secure use of our products. We contribute to our customers' businesses by acting as a "Technical Support Service Center" that accurately identifies critical issues and provides optimal answers quickly.
important
To use the technical support service, you will need to sign a technical support service contract for each product (serial number).
- We cannot provide services for uncontracted products using contracted products.
Example: Technical inquiries
- This also applies to technical inquiries, as well as other services such as providing upgraded versions.
Customers who are already using paid technical support services
If you are currently using our paid technical support service, please log in to my HULFT here and access the Technical Support FAQ site by clicking "Inquiries" → "Post-purchase technical inquiries." Please read this before contacting us to ensure we can respond to your inquiry smoothly and appropriately.
(Please complete license registration for your current "serial number" in advance.)
We provide useful information to those in charge of operations, development, and management at any time.
»Click here for details
Other reference information regarding the use of purchased products
- Post-purchase procedures
- Important points to note when using paid products (documents attached at the time of shipment)
- After logging in to my HULFT, select "Product Information" > "Notes on Product Use" from the left menu and refer to the relevant product documentation.
Benefits of subscribing to our paid technical support service
By subscribing to our paid technical support service, you will receive benefits beyond just technical support for your purchased products.
High-level technical support
Specialized engineers will respond to any technical inquiries you may have while using the product. You can also use HULFT Technical Support Center from the time of product installation.
Providing an upgraded version
You can use the revision and level-up versions free of charge. In addition, we will provide the next version of some products free of charge.
Upgraded version available at a discount
We will offer rewrites and upgraded versions due to OS changes at special prices.
Please see below for details about each paid technical support service.
- Paid technical support service information
- Information on the benefits of a paid technical support contract
- technical support agreement terms can be found here
- "How to contact us regarding product use"
- Rewrites and upgrades for OS changes (special prices) available. Click here for details.
FAQs provided by our technical support service can be found here
In addition to the public FAQ, we also provide FAQs for customers who have purchased technical support services for a fee. (*To use some content, you will need to log in with a serial number that has a maintenance contract.)
HULFT Technical Support Service Center Service Levels
| Service Level Objectives | item | Same day resolution rate | Next business day resolution rate |
|---|---|---|---|
| Achievement goal | 50％ | 70％ |
| actual value | window | Same day resolution rate | Next business day resolution rate | L1 resolution rate |
|---|---|---|---|---|
| As of August 2025 | HULFT | 70.3 | 82.6 | 96.4 |
| DSS | 55.3 | 72.2 | 98.6 |
| Item Description | Same day resolution rate | The percentage of inquiries received from customers that were resolved on the same day they were received. |
|---|---|---|
| Next business day resolution rate | The percentage of inquiries received from customers that were resolved on the next business day after receipt. |
- The service level is a target number and does not guarantee a resolution rate.
- Service Level Targets are not contractual and are not subject to penalties.
- The resolution rate is calculated based on the products for which inquiries were received.
- The definitions of the current day and the next business day will be in accordance with each contract.
- In order to solve your issues, we ask for your cooperation in responding to our requests for information, investigations, and confirmation matters.
Other paid support options
Paid on-site support service
Hourly on-site service
Upon receiving a request from a customer and upon agreement between us and the customer, we will assign an engineer on an hourly basis and provide support (on-site service) by having a HULFT technical representative visit the customer.
- Products covered by this service
This applies to HULFT Series products excluding DataSpider, PIMSYNC, Thunderbus, DataSpider BPM, DataSpider Cloud, and HDC-EDI. Products with serial numbers that have Business Hours Only Technical Support Service or 24/7/365 Support Service contracts are eligible. - Service hours
24 hours a day, 365 days a year (calls and consultations are subject to the contract), one visit only, maximum 7.5 hours - Number of uses
1 time (7.5 hours) - Service offerings
We will provide support by visiting the site (on-site service provision). We will only visit once, and the maximum visit time will be 7.5 hours. Specifically, we will visit the site where the problem is occurring and perform the following tasks.- Support for troubleshooting by investigating the problem situation and collecting information
- Assistance in setting up alternatives/workarounds
Points to note
- Re-visits due to our own reasons are not included in the number of visits.
- Our maximum work time per session is 7.5 hours.
- If the maximum time limit is exceeded, an additional on-site fee will be charged.
- Support and investigations are limited to our products only.
- We may ask you for information about N/W, H/W, and OS outside the scope of our products.
- Travel and accommodation costs will be reimbursed at actual cost (in the case of remote locations).
- Costs will still be incurred in the event of a product failure.
Incident-based on-site service
Upon receiving a request from the customer and with the agreement between us and the customer, we will provide support (on-site service) by sending a HULFT technical representative to visit the customer until the problem is resolved (a solution agreed upon in advance with the customer).
- Products covered by this service
This applies to HULFT Series products excluding DataSpider, PIMSYNC, Thunderbus, DataSpider BPM, DataSpider Cloud, and HDC-EDI. Products with serial numbers that have Business Hours Only Technical Support Service or 24/7/365 Support Service contracts are eligible. - Service hours
24 hours a day, 365 days a year (calls and consultations are subject to the contract) No limit on the number of visits
* Reception hours are within the hours of technical support agreement. - Number of uses
1 incident *Valid for 1 year from purchase
Specifically, an incident is defined as one unit (one incident) until a resolution is reached that is agreed upon by the customer and our company. - Service offerings
We will visit and provide support (on-site service) as many times as necessary until the problem is resolved (as agreed upon in advance with the customer). The maximum time for each visit is 7.5 hours. Specifically, we will visit the site where the problem is occurring and perform the following tasks.
- Support for troubleshooting by investigating the problem situation and collecting information
- Assistance in setting up alternatives/workarounds
- Support for application of investigation module/individual correction module
Points to note
- Our maximum work time per session is 7.5 hours.
- Support and investigations are limited to our products only.
- We may ask you for information about N/W, H/W, and OS outside the scope of our products.
- Travel and accommodation costs will be reimbursed at actual cost (in the case of remote locations).
- Costs will still be incurred in the event of a product failure.
Please see below for details on each service.
»On-site Service User Guide
»On-site Service Application Form
Other technical support
Paid training services
We offer paid group training using actual HULFT Family and DataSpider family products.