Standard Support Information
Macnica provides standard support services for each product.
Below are the contents and conditions of the standard support services for each product.
Standard Support Terms
|
Manufacturer
|
Document Name
|
|
Box
|
|
|
Okta
|
|
|
Ivanti
|
|
|
CyberArk
|
|
|
Mandiant
|
|
|
Axonius
|
|
|
Exabeam
|
|
|
CrowdStrike
|
|
|
Databricks
|
|
|
FireEye
|
|
|
Github
|
|
|
HPE-ARUBA
|
|
|
Illumio
|
|
|
Imperva
|
|
|
Infoblox
|
|
|
McAfee-MGT
|
|
|
McAfee-NS
|
|
|
McAfee-SS
|
|
|
Menlo Security
|
|
|
Netskope
|
|
|
Ohalo
|
|
|
Black Duck Software (for partners)
|
|
|
Black Duck Software (for end users)
|
Standard Support Terms of Service (Black Duck Software End Users) |
|
Saviynt
|
|
|
Security Scorecard
|
|
|
Silver Peak
|
|
|
Skyhigh Security (formerly McAfee-CS)
|
|
|
TANIUM
|
|
|
Thales
|
|
|
P1 Security
|
|
|
ULTRA RED
|
|
|
Vectra AI
|
|
|
Wiz
|
|
|
BlueCoat-PS
|
|
|
BlueCoat-SG
|
|
|
mxHero
|
|
|
DEVICE TOTAL
|
|
|
DRAGOS
|
|
|
Brighter AI
|
|
|
Private AI
|
|
|
Cribl
|
|
|
CATO
|
|
|
Rocket Software (formerly OpenText, Hummingbird)
|
|
|
Proofpoint
|
|
|
Splunk
|
|
|
Swimlane
|
|
| Cisco Systems | Standard Support Service Agreement (Cisco Systems) |
| Keeper | Standard Support Terms of Service (Keeper) |
| Akamai (for partners) | Standard Support Terms of Service (Akamai Partners) |
| Akamai (for end users) | Standard Support Service Terms (Akamai End Users) |
| Abnormal AI | Standard Support Terms of Service (Abnormal AI) |
| Island | Standard Support Service Terms (Island) |
| NinjaOne | Standard Support Service Terms and Conditions (NinjaOne) |
Information on Hardware Maintenance Service
We provide comprehensive maintenance services so that our customers can use our products with peace of mind.
There are two main types of hardware maintenance services:
The maintenance service name and contents vary depending on the product, so please check the "Scope of maintenance services" below for details.
| Service Menu | Onsite maintenance service | Advance send back maintenance service | |
| Service contents | A service that dispatches maintenance workers to the site to replace faulty machines and spare machines. | A service that only delivers spare devices We will not dispatch maintenance workers. As a general rule, the customer is responsible for restoring settings and replacing equipment. |
|
| Reception time | Weekdays 9:00-17:00 *Saturdays, Sundays, public holidays, Except December 30th-January 3rd |
24 hours a day, 365 days a year | Weekdays 9:00-17:00
*Excluding Saturdays, Sundays, public holidays, and December 30-January 3 |
| Work content | Execution of setting input to spare machine Firmware version matching and replacement work for on-site faulty machines |
Delivery of spare aircraft only
* We will process the shipment by the next business day after receiving the order. |
|
Maintenance service terms, etc.
When using hardware maintenance services, please read the entire "Maintenance Service Terms" in full.
Scope of maintenance services
This applies to the content and conditions of the hardware maintenance service for each product.
|
Manufacturer
|
Document name
|
|
HPE Aruba
|
|
|
Aruba EdgeConnect SD-WAN
(formerly Silver Peak) |
|
|
Forescout
|
|
|
Imperva
|
|
|
Infoblox
|
|
|
Ivanti
(Formerly PulseSecure) |
|
|
Trellix
(Formerly FireEye) |
|
|
Cato Networks
|
|
|
Dragos
|
|
|
Netskope
|
|
|
Skyhigh Security
(Formerly: McAfee Web Gateway) |
|
|
Thales
|
|
|
Trellix
(Formerly McAfee Enterprise) |
|
|
Vectra AI
|
About contacting us in the event of a failure
After subscribing to the hardware maintenance service, we will send you the ``Maintenance Service Terms'', ``Scope of Maintenance Service'', ``Maintenance Outline'', etc.
If a problem occurs with a product subject to maintenance, please contact us with the information below at the [Contact information in case of a problem] listed on your handbook.
- Hardware maintenance service "maintenance number" or "contract number"
- "Product name" and "Serial number" of the faulty device
- Failure content
For technical support, please contact the "Technical Support Desk" listed in the guidelines.
Regarding communications regarding other hardware maintenance services
Please check the maintenance number (or contract number) written on your handbook and contact us using the form below.
If you do not know your maintenance number (or contract number), please contact us with the manufacturer name, product name, and serial number information.
Please note that we do not accept any sales pitches to the Company the Company using the form below, which is exclusive to customers who subscribe to our "maintenance service."