Support

What kind of support can I get?

We not only respond to issue reports, questions, and requests, but also assist with installation and deal with trouble.
However, at the current point in time, we basically provide support only via email in order to maintain the quality of support.
You will usually receive a response by the following business day, but in case of a large number of inquiries, responses may be delayed.
At such times, responses to users who purchased Commercial Edition and Resellers will be prioritized.

We contact you promptly if you need a technical investigation.
Please rest assured because we will not kept you waiting long for answer.
Our business hours are from 9 AM to 5 PM (Japan time), and our holidays are based on the Japanese calendar and local custom.

If you need more courteous support except email, our Reseller can help you.
Purchasing through a Reseller will enable you to receive not only software, but also hardware, network, and various other types of support from a trustworthy Reseller well-versed in our products.
Also please do not hesitate to ask in case that you need Reseller support after purchasing.
We will inform immediately our Reseller if they are in your country or region.
Of course, we will also provide you with prioritized support through them.

Cannot view or import DICOM file correctly.

To solve this problem, it needs to analyze a DICOM file which has a problem.
First of all, please attach a DICOM file to email, or please upload the file to Google Drive, Dropbox, and other online storage service to share with us.
We will start an investigation once we receive a DICOM file, and solve the problem as soon as possible.
Our email address is sonic@sonicdicom.com.

Failed to communication between SonicDICOM PACS and modalities.

It is assumed that there are various causes in this case.
Causes would be in DICOM files, a DICOM communication, modalities, a network, and also SonicDICOM PACS.
First of all, please attach a DICOM file which cannot be sent and a log file of SonicDICOM PACS to email, or please upload them to Google Drive, Dropbox, and other online storage service to share with us.
A log file should have been created with a name as “status.log” in the directory which was specified with SonicDICOM Manager (Log Path).
We will start an investigation once we receive files, and solve the problem as soon as possible.
Our email address is sonic@sonicdicom.com.