Lingble Support - Terms of Service
(June 2025)
To ensure a seamless experience on the Lingble Platform, we have established Lingble Support so you can reach out to us at any time if you encounter any issues.
These Lingble Support Terms & Conditions (“Lingble Support Service Terms”, these “Terms”) form part of the Master E-Commerce Services Agreement (“MSA”). They apply solely to Operational Services provided by Lingble (“we,” “us,” or “our”) to eligible Clients (“you”, “your”). These Terms are applicable only where Lingble Support is explicitly included as part of the Operational Services under your MSA.
1. Scope of Operational Services
Lingble Support provides operational assistance, including but not limited to:
• Guidance on using the Lingble Admin Panel (Lingble Link)
• Product data, pricing, size chart and inventory updates and uploads
• Category data, PLP banners, product positioning
• For Clients on Salesforce Commerce Cloud (SFCC) - replication from SFCC Staging to SFCC Production
• Updating hero banners and images
• Campaign execution and implementation
• Updating notice strips
• Updating/creating content pages (such as blogs, journals, landing pages) (additional charges may apply) (EC Manager should be copied on these requests)
• Request for changes in the Store (subject to approval by Lingble Product Team)
For Lingble fulfilment-related support (e.g., shipping documents, parcel splits), please contact the Lingble Customer Care Team via Basecamp.
2. Communication Channel
All Lingble Support communications are handled exclusively through Basecamp.
• Notifications and updates will be sent via Basecamp.
• Email, phone, or other channels are not supported for Lingble Support inquiries.
Please refer to the Lingble Support Guide on how to raise a to-do on Basecamp for Lingble Support.
3. Support Hours and Response Times
Lingble Support operates during the following hours:
• Monday to Friday: 10:00 AM – 5:00 PM (Japan Time)
• Excluding public holidays and general international holidays
Response times are as follows:
• Premium Plan: 1-2 Business Days
• Lingble Lite: 3-4 Business Days
Note: Resolution and completion time shall be based on a case-by-case basis.
4. Client Responsibilities
To ensure efficient issue resolution, Clients are expected to:
• Provide clear, detailed descriptions of issues or requests, including relevant screenshots, video recordings (with URLs), and supporting assets
• Designate the appropriate team members to liaise with Lingble Support via Basecamp
• Ensure internal teams are familiar with Lingble Link and refer to the Lingble Link Manual before submitting queries
5. Service Level Agreements (SLAs)
Lingble is committed to providing timely and effective support. However, SLAs are targets and not guarantees. Failure to meet SLAs does not constitute a breach of these Terms.
6. Modifications to Terms
Lingble reserves the right to modify these Terms at any time. Continued use of Lingble Support Services after such changes constitutes acceptance of the new Terms.
7. Termination
Either Party may terminate the Support Services with 30 days’ written notice.