Support Policy
The Support Policy outlines the fundamental principles governing MillenVPN's support services.
When contacting our support desk, please be sure to read and understand this support policy before submitting your inquiry.
About Support
- Our support desk is here to help you obtain information about MillenVPN and resolve any issues you may encounter while using our service.
- Our support team strives to resolve issues promptly based on the information provided by customers, but we cannot guarantee that all issues will be resolved.
- Our support is available to both current customers and those considering a contract.
- Frequently Asked QuestionsHelp CenterPlease refer to the information provided here before contacting us.
Supported
Our support scope covers questions that fall under the items listed below, as well as troubleshooting related issues.
・Inquiries regarding new contracts
- VPN Specifications
- General Fees and Payment Methods
- The Process from Application to Final Contract
・Inquiries after contract signing (regarding service usage)
- How to Log In to My Page
- How to Use My Page
- General specifications and basic usage methods for the service
- How to Install a VPN App
- Regarding Service Issues
・Inquiries after contract signing (regarding various procedures)
- Regarding Contract Renewal
- Regarding Changes to Payment Methods and Contract Periods
- Procedures for Changes to Contract Name or Address
Not covered by support
The following are examples of situations where we are unable to provide support.
・All services
- Out-of-hours support (Support business days: Weekdays 10:00 AM to 6:00 PM / Saturdays, Sundays, and holidays, *Summer and winter holidays)
- On-site Support
- On-site support at our company
- Phone support
- Support in languages other than Japanese
- In cases where our company incurs excessive costs in providing support
・Technical Content
- For matters requiring knowledge beyond what is covered in the Help Center that is excessively specialized
・Content attributable to the customer's usage environment
- Issues caused by the customer's communication line or terminal