Product Download / Technical Support Information

User Support Information

A Maintenance Contract is Required to Receive User Support

User support will be provided only to users who have a maintenance contract. We will not provide any support if the maintenance period expires or if you do not have a maintenance contract. Please see the following pages regarding re-subscribe for maintenance.

Inquiries about resuming maintenance (to the sales department)

How to Contact Us Regarding the Use of GAIO Products

Questions & answers using the user support inquiry form (entry from WEB page) is the standard support method. We do not accept inquiries by e-mail or telephone regarding normal product usage.

* From January 13, 2015 (Tuesday), we have changed the entry method to a the dedicated WEB page (inquiry form) from inquiry by e-mail.

Inquiry Reception Time

The reception hours for inquiries are as follows. When we receive your inquiry, we will reply to you with a confirmation email. If it will take time to answer, we will let you know.

9:00 - 17:00 (excluding Saturdays, Sundays, national holidays, year-end and New Year holidays, etc.)

Questions received after the above reception hours will be carried over to the next business day.

Remote Support by WEB Conference System (Recommended for Problem Solving in a Shorter Time)

Remote support via a web conferencing system (CISCO WebEx) is also available upon request. You can share your PC screen in use with our user support staff via the Internet, and investigate the operation method and problems. In this way problems can be solved in a shorter time. There is no additional cost for support using this service.

Onsite Support (Paid)

We offer on-site support for a fee (additional cost) only if the problem cannot be resolved by email or telephone support. For more information, please contact us via the user support request form.

How GAIO Products are Provided

For users who have a maintenance contract, we provide our products by downloading from a WEB page where you can log in with a dedicated password.

The version provided from the download site is the latest version only. We do not provide installation modules for older versions. If you want to use an old version, you need to store and operate the installation module by yourself. (Regarding functional safety tool certified versions,
prior versions are also provided from the dedicated download site.)

Version Updates

Product updates are included in the maintenance contract. We only update the latest version of the module with feature additions and bug fixes for GAIO products. We do not provide updates to older versions, including bug fixes. All bug fixes and feature improvements will be supported in the latest version, so please use the latest version.

When Using the Japanese Version of the Product Outside Japan

If you take the Japanese version outside of Japan and use it, we will only respond to inquiries by e-mail in English. We do not support languages other than English. Regarding the support response by e-mail, we operate under the same reception time as stated above, but due to the limited number of staff available there may be a delay due to the time difference. We do not support telephone support or on-site support outside of Japan.

* For support when purchasing the English version from GAIO's former overseas branch office (GAIO INC.), follow the maintenance agreement at the time of purchase.