Service Level Agreement (SLA): We respond quickly to support requests during business hours with a hard commitment of one business day from receipt of your initial request. All support requests are processed in the sequence they arrive in, on a first-come-first-served basis. Please understand that queue priority may change during urgent situations. Refer to the life cycle information regarding eligibility for Vivid Support. Support is available through Vivid Support Online and also through email, in the English language, from 09:00 to 17:00 Japan Standard Time (JST), Monday through Friday. Vivid observes all holidays published in the Bank of Japan Holiday Schedule. If you purchased through a partner, you are able to obtain support from them as well.

Vivid Support Online

Email Vivid Support at

Vivid Trace 2021.1 Documentation

The documentation index lists all product
documentation and content summaries.

Documentation index


We respond on a best-effort basis on the following services. Please note that full customer support is offered through Vivid Support Online.

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