Welcome to Vivid Support

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If you are considering deployment of Vivid Trace or have already deployed it, the following support resources. See Support lifecycle information for eligibility for Vivid Support with regards to specific release versions of Vivid Trace.

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Get assistance from your partner

If you purchased Vivid Trace through an Atlassian Partner or a Vivid Partner you qualify to obtain support directly from them.

Obtain support directly from Vivid

Vivid Support Online

Vivid Trace 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. Support is available through Vivid Support Online, in the English and Japanese languages, from 09:00 to 17:00 Japan Standard Time (JST), Monday through Friday. Vivid observes the Bank of Japan Holiday Schedule.