Network Security Support Information

Technical support for customers who have subscribed to the maintenance service is accepted by e-mail.
The technical support e-mail address differs depending on the product, so please contact us using the contact information provided in the "Service Usage Guide" sent to you when you subscribed to the maintenance service.

Support service hours: [Monday to Friday] 9:00 to 17:00

Support Holidays

  • Saturdays, Sundays and public holidays

  • Our designated holidays

    May 26, 2023
    September 15, 2023
    Year-end and New Year holidays (December 29, 2023 to January 4, 2024)

Information on Hardware Maintenance Service

Macnica,Inc. offers a comprehensive maintenance service so that customers can use it with peace of mind.
Hardware maintenance services are mainly of the following two types.

service menu Onsite maintenance service Advance send back maintenance service
Service contents Dispatching maintenance workers to the site
Service to exchange faulty machines and spare machines
Service that only sends maintenance machines

We do not dispatch maintenance workers. As a general rule, customers are responsible for restoring settings and replacing devices.

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.

* Macnica,Inc. outsources on-site maintenance and advance send-back maintenance services to a maintenance company.

*Maintenance service names and contents may differ depending on the product. Please contact our sales representative for details.

Maintenance Service Terms

Contents and conditions of maintenance service for each product.

Manufacturer
Terms document
Manufacturers except
Cato Networks
Gemini Data, Inc.
Gigamon
Skyhigh Security
Symantec
Thales
Trellix
Vectra AI, Inc.

*If you have any questions, please contact us regarding the content of the maintenance contract.Contact informationPlease contact

In Case of Failure

We provide maintenance services to customers who have subscribed to our maintenance service based on the agreed terms and conditions or contract.

In the event of a failure, please contact the "Contact in case of failure" listed in the maintenance summary or maintenance service contract. In that case, please be sure to tell us the following three points of information.

  • Maintenance number or contract number (listed in the upper right corner of the contract cover)
  • Product name and serial number of the faulty device
  • Failure content

*If you do not know your contract number (or maintenance number), such as when you cannot find the maintenance outline or contract, please contact the following "Maintenance contract details inquiry".

Inquiries About Maintenance Contract Details

If you have any questions about the content of services for which a maintenance contract has been concluded, a change in registered address due to relocation of contracted equipment, etc., or if you have any questions, please contact the following "Maintenance Contract Inquiries".

Maintenance contract details contact

Macnica, Inc. Networks Company, Maintenance Contracts TEL : 045-476-1973

*The mailer will start up.

Renewal/Cancellation of Maintenance Contract

To renew or cancel a maintenance contract, please check the maintenance contract number (or maintenance number) in advance and contact the following.

Macnica, Inc. Networks Company Maintenance Renewal Receptionist TEL : 045-476-1973

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Semiconductor Support Information

See below for support information for semiconductor-related products.