What to include
Start with information that helps us investigate without exposing customer content:
- Product name and version
- Relevant service, account, site, or workspace and the approximate time of the event
- Request ID, safe error code, and affected item identifiers
- What you expected and what happened instead
- A content-minimized diagnostic export when the product provides one
Do not include passwords, API tokens, private descriptions, messages, comments, or file contents unless we explicitly agree on a secure and necessary method.
When ready, use the private support channel.
Security reports
Use the same monitored address and put Security report in the subject. Include affected product, impact, reproduction steps, and a safe proof of concept. Do not use a public issue. Follow the testing boundaries in our Security Policy.
Read the reporting policy ↗Support boundaries
Support is provided on a reasonable-efforts basis for supported versions of 7thcode products and documentation. It does not include 24/7 monitoring, guaranteed recovery, custom development, data restoration, legal or compliance advice, or administration of third-party platforms. Billing, account access, and platform incidents may need to be handled by the relevant platform or payment provider.
If a product appears to be creating unsafe or unexpected results, stop using the affected operation, preserve non-confidential identifiers, and contact us. Customers remain responsible for backups, access controls, configuration, and review of product output before relying on it.
Support availability: Japanese-language requests are reviewed on a reasonable-efforts basis on Japan business days, normally 10:00–17:00 JST. This is not a guaranteed response, resolution, recovery, or uptime commitment.