SE Support Terms and Conditions
This attachment outlines the SE Support terms and conditions, including a detailed description of each type of support provided.
SE Support Content of Service
*For further information or any enquiries, please do not hesitate to contact your salesperson.
Disclaimer on Service Usage and Fair Use Policy
- This SE Support service is provided based on a fair usage model to ensure optimal service quality and efficiency for all customers. The agreement assumes an average number of inquiries per month/year. Should the number of inquiries consistently exceed this threshold, IIJ GS Thailand Co., Ltd. reserves the right to review and renegotiate the service terms and pricing to reflect the increased workload. This ensures we can continue delivering high-quality support in a sustainable manner.
- This SE Support service is contracted based on the current location of each supported device. If a device location changes during the contract period, IIJ GS Thailand Co., Ltd. reserves the right to review and renegotiate the service terms and pricing.
Touchpoints to Submit a Request
There are 3 touchpoints available
- Visit our dedicated portal: https://iij-gs-thailand-support.atlassian.net/servicedesk/customer/portal/7
- Send us an email at thai-tech@ap.iij.com with the subject line starting with: [ticket]
- Call our support team at 02-255-3609
Tracking progress
Once a request has been submitted, you will receive a unique ticket number that will allow you to monitor the status of your inquiry.
Communicating with our team
All communications related to a specific request will now be centralized within the system.
Conditions
- SE Support is restricted to equipment under warranty and services purchased from IIJ.
- IIJ will not provide support for any equipment or services installed by customers, or for equipment that is out of warranty.
- SE Support tickets may be used for “Preventive Maintenance” in some cases.
- Customers must inform IIJ at least 5 days in advance if the request coincides with a holiday, a weekend or necessitates overtime. Otherwise, IIJ reserves the right to decline or postpone the request if sufficient manpower cannot be arranged on short notice.
