Support at a glance
Japan Standard Time (UTC+9), excluding Japanese public holidays.
For every support case and email. Service incidents are faster — see response times.
The quickest route: it collects what we need to help on the first reply.
Setup, daily use, removal, data handling and troubleshooting. Common questions are below.
Support is handled in writing, so every case keeps a record of what was asked and answered.
Create a support case
Fill in what you can and select Create support case. Your email app opens with the case addressed to support@ayonix.com and formatted for our team; send it and we reply to the address you send from. Nothing is sent from this page itself, and nothing you type here is stored.
Please never include passwords, Zoom tokens or face photos in a support case. We will never ask for them.
Email support
Write to support@ayonix.com in Japanese or English. Including your organisation name, the Zoom meeting ID and any error message or code shown on screen lets us answer on the first reply.
Knowledge base
The Ayonix Zoomer for Zoom guide covers:
- Requirements and adding the app
- Using the app in a training session
- Removing the app and what happens to your data
- Data handling
- Troubleshooting
The Zoom panel still shows "not connected" after authorising
Authorisation must be completed within 30 minutes of starting it. Select Zoomアカウントを接続 again and complete it in one go. If the panel names a specific error, include it in your support case.
The live meeting video does not connect
The console joins the Zoom meeting as an attendee, so the meeting must already have been started by its host. If an error appears under 映像に接続, it includes Zoom's error code — please quote it in your case.
A participant is not matched to a trainee
Matching uses the attendee's email address, then the trainee ID in their Zoom display name, then their name. Ask attendees to join with the email registered for the course, or match them by hand in the console.
A trainee did not receive an automatic notice in Zoom chat
Notices are sent by the organizer's console, so it must be connected to the meeting video (映像に接続) with 自動通知 on. A notice is also withheld when two attendees share the same display name, rather than risk sending it to the wrong person.
Does Ayonix Zoomer record meetings?
No. It does not record audio or video, and Zoom's video is never relayed through our servers. See data handling and the privacy policy.
How do we delete all of our data?
Email support@ayonix.com from your administrator's address. We confirm deletion in writing.
Response times
First response is a reply from a person who has read your case — not an automatic acknowledgement.
| Request | First response |
|---|---|
| Support case or email | Within 1 business day |
| Service down, or suspected exposure of biometric data or credentials (S1) | Acknowledged within 1 hour |
| Exposure of other personal data, or an authentication bypass (S2) | Acknowledged within 4 hours |
| Degraded service (S3) | Within 1 business day |
| Security vulnerability report | Acknowledged within 3 business days |
| Privacy or data-subject request | Completed within 30 days |
Incident severities and customer-notice timelines are defined in our incident response policy.
Security, privacy and sales
- Security vulnerabilities: security@ayonix.com — see vulnerability management and security.txt
- Privacy and data requests: privacy@ayonix.com
- Sales and new accounts: sales@ayonix.com
- All policies: Policies and compliance
日本語：サポートのご案内
| 受付時間 | 平日 9:00〜18:00（日本時間、祝日を除く） |
|---|---|
| 初回回答 | サポートケース・メールともに 1営業日以内 |
| サポートケース | ケース作成フォーム（メールアプリが起動し、内容が整形された状態で作成されます） |
| メール | support@ayonix.com（日本語・英語） |
| ナレッジベース | Zoomアプリ利用ガイド（このページの「Knowledge base」にもよくある質問を掲載） |
| 電話・チャット | 提供していません。記録を残すため、すべて書面で対応します。 |
緊急時の対応
サービス停止、または生体情報・認証情報の漏えいの疑い（S1）は 1時間以内、 その他の個人情報の漏えいや認証の不備（S2）は 4時間以内に受領を連絡します。 詳細はインシデント対応方針をご覧ください。
お問い合わせの際のお願い
- 組織名、ZoomミーティングID、画面に表示されたエラーメッセージ・コードをお知らせください。
- パスワード、Zoomのトークン、顔写真は送らないでください。当社からお尋ねすることもありません。
その他の窓口
脆弱性報告：security@ayonix.com／ 個人情報・データ削除：privacy@ayonix.com／ 導入のご相談：sales@ayonix.com