Support Credits

Technical support tasks are performed in exchange for support credits. Each support credit represents approximately one hour of work.

When requesting work, we will tell you how many credits the work will require and when the work will be completed. You may then either approve or reject the work. On approval the work will proceed according to the delivery schedule (completion date) provided earlier.

The answers to some frequently asked questions about support credits are provided below.

How many credits do typical support and maintenance tasks require?

The table below provides some examples of typical support tasks, and the number of credits (hours) typically required for each.

CreditsExample Tasks
  • Add or replace images or banners (up to 3)
  • Upload and publish a news entry
  • Create simple instructions or guide
  • Install and test a simple plugin
  • Create a new templated web page or blog post
  • Design a new web banner
  • Install and test a complex plugin
  • Configure plugin to integrate with an external system
  • Install and test third-party code (e.g. – SalesForce, Pardot, CRM, etc.)
  • Customize the layout or design of a supported plugin
  • Create new custom field for posts or pages
  • Review and report on Google Analytics data
  • Create custom landing page
  • Customize plugin functionality
  • Make global changes to design theme

How can I find out what my balance of credits is?

Ask a Customer Support representative any time you would like to know your current credit balance. You will also be informed of your balance each time you make a support request.

What if I need more support time (credits)?

If your credit balance is insufficient to complete the tasks required in a given month, you can either reschedule the support for the following month or purchase additional credits. Each credit costs 8,000 yen, and credits can be purchased in any quantity.