Support Hours

Technical support tasks are performed using support hours drawn from your balance of support time.

When requesting work, we will tell you how many hours the work will require and when it 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 hours are provided below.

How many hours do typical support and maintenance tasks require?

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

HoursExample 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

Is there a way to check my remaining support time?

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

What if I need more support time?

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