Before contacting us, please try the FAQs in the portal site to see if the problem can be resolved.

If the FAQ does not solve your problem, please contact us by form or e-mail.


*Inquiries regarding the operation of the tool are for Business plan customers. 


When contacting us, please provide us with your support ID.

Account > Account Settings



　Contact Form(recommended)　　　　　　　　　　　　　　　　　　　　　　　　

　Contact Email　　　　　　　　　　　　　　        　　　　　　　　　　　　　　　

  • E-mail address
    •  help@ml.aeyescan.com
      * If you do not receive an acceptance e-mail, it is possible that we are not receiving your e-mail.If this is the case, please contact our representative.
  • Subject
    • Support ID
  • Body
    • Company Name
    • Full Name
    • Scan ID (Please enter "Scan ID" in case of error or trouble)
    • Inquiry details
      Please use one content per email.
    • Target Site Connection Information
      We may access (crawl or scan) the target site for research purposes. If you have access to the target site from our company, please contact us with the following information as well.
      • URL/account information of the target site
      • Accessible hours (e.g., weekdays from 9:00 to 18:00 (GMT+9))
      • Period of access (e.g., April 1 - April 15 (not Saturday and Sunday))
      • Other information necessary for access and notes on access

        * The access source will be from the same IP address as AeyeScan.

　Service Description　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　

  • Support contact: Form or e-mail from the support site
  • Support Hours: 10:00-18:00 (GMT+9) on our business days
    * When conducting a survey, please allow 1-2 weeks for the survey to be completed.
    product modifications may be required as a result of the investigation.
    In such cases, at the earliest, we will respond with a weekend release after the investigation is completed.
      
  • What we accept for support
    • Inquiries about initial setup and basic operation (Business plan customers) 
    • Problems in normal operation
    • Inquiries about intellectual property rights
  • Content not supported
    • Inquiries about AeyeScan internal specifications and logic parts


          Example: Inquiry about scan results

  • What we accept in support
    • AeyeScan does not detect a vulnerability that exists and is detectable by AeyeScan
    • Vulnerability is detected even though it does not exist (detected even after rescanning)
  • What is not supported
    • Questions related to product operating specifications. E.g.: How does the product detect vulnerabilities?
    • Investigation and determination of over-detection. E.g., Does the detected vulnerability really exist?
    • Questions about how to reproduce the detected vulnerabilities in a way that does not use AeyeScan
    • Consultation and questions about how to fix or respond to vulnerabilities other than those described in the detected vulnerability report

　　　The above is an example.