The Support Policy represents MillenVPN's basic approach to support.
Please be sure to read and understand this Support Policy before contacting our support desk.
About Support
- Our support contact is here to assist you in using MillenVPN, to obtain information about our services, and to help you resolve any issues you may have.
- Support will make every effort to resolve issues promptly based on the information you provide, but we cannot guarantee that all issues will be resolved.
- Our support is intended for customers who are currently contracting or considering contracting with us.
- Please refer to the Help Center for frequently asked questions before contacting us.
Supported by
The scope of support will include questions that fall under the following items and the isolation of problems that may be related to them.
Inquiries about new contracts
- ABOUT VPN SPECIFICATIONS
- About fees in general and payment methods
- Flow chart from application to contract
Inquiries after signing a contract (regarding the use of services)
- How to log in to My Page
- How to operate My Page
- General service specifications and basic usage
- HOW TO INSTALL THE VPN APPLICATION
- Service Failures
Inquiries after contracting (regarding various procedures)
- Contract Renewal
- Change of Payment Method and Contract Term
- Procedures for changing your contract name or address
Not supported
The following are examples of cases in which support cannot be provided.
General Services
- Support after business hours (Support business days: weekdays 10:00-18:00 / Saturdays, Sundays and holidays, *Closed during summer and winter)
- Onsite Support
- Support in person at our company
- Telephone support
- Support in languages other than Japanese
- If we are required to incur excessive costs in providing support
Technical Details
- For content that requires excessively specialized knowledge beyond that provided in the Help Center
Contents that are caused by the customer's usage environment
- Malfunctions caused by communication lines or terminals in the customer's environment