> For the complete documentation index, see [llms.txt](https://help.genesis.autify.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.genesis.autify.com/support/support-basics.md).

# Basic support information

Autify Genesis customer support has different hours, supported languages, and scope depending on the subscription plan.

## Support plan for current subscribers

| Item                   | Basic Support (Cloud plan)                                                                                                | Basic Support (Self-hosted plan)                                                                                                                                                |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Support hours          | Business days, 10:00–18:00 (JST)                                                                                          | Business days, 10:00–18:00 (JST)                                                                                                                                                |
| Inquiry intake hours   | 24/7                                                                                                                      | 24/7                                                                                                                                                                            |
| Supported languages    | English, Japanese                                                                                                         | English, Japanese                                                                                                                                                               |
| Time to first response | Within 2 business days                                                                                                    | Within 2 business days                                                                                                                                                          |
| Scope of support       | <p>• Questions about how to use Autify Genesis<br>• Troubleshooting for common errors<br>• Accepting feature requests</p> | <p>• Questions about how to use Autify Genesis<br>• Troubleshooting for common errors<br>• Inquiries about Autify Genesis environment setup<br>• Accepting feature requests</p> |

{% hint style="info" %}
Inquiries received outside business hours are addressed on the following business day or later, in the order they were received.
{% endhint %}

## Information regarding support provision

* This support is provided by us to the extent commercially reasonable for the purpose of assisting customers in using this service.
* The provision of support is based on the premise that customers will provide information and cooperate with us, and it does not guarantee the achievement of specific results, the resolution of issues, or the completion of deliverables.
* The use of this service, its results, and any actions taken based on our advice shall be carried out at the customer's own discretion and responsibility.
* This support includes guidance on general usage, advice on configurations, and other similar assistance, but does not include tasks aimed at executing customer-specific operations, acting as a proxy for individual development or implementation work, or creating deliverables.
* If such assistance is required, it may be provided under a separate contract. Please note that the content, provision hours, and scope of support are subject to change without prior notice.