Chat Support β Terms of Use

Any customer who uses Chat Support is required to adhere to the following terms of use.

Eligible Users

Users of Kintone provided under the Kintone services Terms of Use
(https://www.kintone.com/en-sea/terms-of-use/).

Hours of Availability

Monday - Friday, 9:00 A.M. to 5:00 P.M. JST
* Excluding 12:00 P.M. to 1:00 P.M. JST
* Excluding major Japanese Holidays       

For the holiday calendar, please visit: https://www.kintone.com/en-sea/security/
* Inquiries received while we are unavailable or outside of service hours will be followed up via email.

How to Use

Before starting Chat Support, you will be asked to provide your name, your email address and the nature of your inquiry. Please note that support may not be available if this information cannot be verified.
Please be advised that we may ask for your contract information depending on your inquiry. If you are unsure of your subdomain or domain ID, please refer to the following help page:https://us.kintone.help/general/en/id/0204

Recommended Environments

Google Chrome, Mozilla Firefox, Apple Safari, Microsoft Edge
*The latest version is recommended.
*Chat Support is not available on smartphones.

Important Notes

  • Chat Support is available in English only.
  • We may suspend a chat session at our discretion in any of the following circumstances:
    • The customer does not respond within a certain period of time after we have provided a reply.
    • Our business hours end before the customer responds after we have provided a reply.
    • The total time spent on a single inquiry exceeds our standard time limit.
    • The customer’s input is unreadable due to garbled characters or similar issues.
    • The customer’s input includes defamation, harassment, or similar content that we determine to be inconsistent with the intended purpose of Chat Support.
    • We determine that a sufficient response to the customer’s inquiry has been provided.
    • We determine that it is more appropriate to address the inquiry by email or other means.
    • A technical issue with the chat system makes Chat Support unavailable.
    • We determine that it is not appropriate to continue providing support via chat.
  • Chat Support may be disconnected or temporarily unavailable without prior notice for maintenance or operational management purposes.
  • We may be unable to accept inquiries during periods of heavy traffic.
  • Chat Support may not be available depending on your environment.
  • We are unable to respond to any inquiries regarding past chat history.
  • Please refrain from forwarding all or part of our responses to third parties, or otherwise reusing them.

Disclaimer

  • When we determine that it is difficult to address a customer's inquiry, we may be unable to resolve the issue or fulfill the request. In addition, even our recommended environment, third-party services or products installed on your computer may cause improper operation that cannot be resolved.
  • Any and all direct, special, incidental, or indirect damages or risks relating to your management, business operations, or otherwise arising from your use of Chat Support shall be borne solely by you, and we assume no responsibility whatsoever. You are responsible for managing your information such as user information and passwords. We assume no liability for any damages incurred by a customer as a result of a third party impersonating the customer and requesting Chat Support services from us.

Use of Kintone in violation of the Kintone services Terms of Use is prohibited, and we are unable to respond to any inquiries arising from such use.

Privacy Policy

Customer information provided via Chat Support will be handled in accordance with our Privacy Policy. For details, please refer to the following page:https://www.kintone.com/en-sea/privacy-policy/

Information provided through Chat Support may be used to improve the quality of our services.