Service Level Agreement (SLA): We generally respond within minutes during business hours with a hard commitment of 3 business hours 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 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, including those marked "Bank Holiday."

Vivid Support Online

Email Vivid Support at

Vivid Trace 1.4 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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