This policy defines the support services provided to customers of Power Viewer.
1. Support for All Plans
- Online Manuals & FAQ
We provide online manuals and FAQs that cover installation procedures and basic usage of Power Viewer. These resources are available to all customers. - Bug Reporting
We accept bug reports from all customers. Reported issues will be reviewed and considered for improvements or fixes. Please note that resolution timelines or outcomes are not guaranteed. - Inquiries
We accept inquiries from all customers by email. We will make reasonable efforts to provide answers, but no response time or resolution is guaranteed.
2. Additional Conditions for Enterprise Plan
- Response Time Guarantee (SLA)
For Enterprise plan customers, we guarantee an initial response within 3 days. - Scope
Enterprise customers are eligible for individualized support regarding installation, configuration, usage, license key authentication, and environment-specific issues.
3. Exclusions
The following are outside the scope of support:
- Requests for new features or custom development
- Consulting on eCTD document content or regulatory authority submissions
- Issues related to third-party software, networks, or security settings beyond our control
4. Languages
Support is provided in English.
5. Support Period
Support is provided only during the license validity period.
6. Disclaimer
We will make reasonable efforts to provide support, but we do not guarantee resolution of all issues or compatibility in all environments.