Network Security Technical Support Desk
- Support service hours: Monday to Friday 9:00 to 17:00
- Please use the "Inquiry" button (top right) on the website of the applicable product and fill out the inquiry form.
- Your account will be the email address you registered with.
- If you have forgotten your password, please reset your password by clicking "Forgot your password?" on the login screen.
- Old support site accounts cannot be used.
- Apply for an account here.
- If you would like to contact us by email, please contact us at the address listed in the "Service Usage Guide" that was sent to you when you subscribed to the maintenance service.
Support Holidays
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Saturdays, Sundays and public holidays
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Our designated holidays
May 24, 2024
August 13, 2024 - August 15, 2024
September 6, 2024
New Year's holiday (December 30, 2024 - January 3, 2025)
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. |
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| 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. |
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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.
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Document name
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[Former Silver Peak product]
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 [Former PulseSecure product]
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 [Old FireEye products]
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 [Former McAfee products]
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[Former McAfee products]
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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."
Semiconductor Support Information
See below for support information for semiconductor-related products.