Use the form below for high-priority support request if you are a Psykinematix licensee with an active support package. Users of the Macintosh Edition of Metropsis from Cambridge Research Systems should use the Metropsis support Web form instead. Otherwise, please use the standard support Web form or browse the Forum.To learn more, purchase or renew your support package, visit our support package section.

To retrieve your current support level, enter your registration information below, and click the "Update" button. Follow this point-equivalence to find out the services you are entitled to:

All information will remain confidential (* required).
Licensee Name: *
Licensee Email: *
License Number: * (enter last 8 digits/letters: XXXX-XXXX)
Available Support:   
User's Email (the person requesting support and who will receive the answer, leave blank if same as licensee)
Support Level:
Support Area:
Request Summary: *
Problem/Request: *
Conditions of Service
  1. The purchased support package is made to you, either an individual or an entity, as legitimate licensee for the Psykinematix software. All support requests must be made by the Psykinematix software's licensee using his/her personal license information.
  2. Responses to your support requests will occur based on availability and during support team business hours (Japan time, UTC+9) which may be in a different time zone than your own.
  3. One category of services can be converted to another category if enough support points have been accumulated (Incident = 1 point, Stimulus = 3 Points, Design = 5 points, Consulting = 10 pts, Software = 50 points, Hardware = 200 points).
  4. If the requested service cannot be provided for some reasons (for example, out-of-scope customizations, incompatible devices with OSX, etc), we commit ourselves to propose acceptable workarounds if available.
  5. KyberVision reserves the right to include in any future release of Psykinematix parts or integrality of any customization made to the Psykinematix software on the request of the licensee.
  6. Support points obtained through our reward program obey the same conditions of service.
  7. Support Packages with Unlimited Duration: there is no time limit for the services validity. When purchasing a new support package, unused services from a previous package are added to the new one.
  8. 12 Month Support Packages include unlimited emails. Note that there is a 1-year time limit for the services validity starting from the purchase day. When renewing a yearly support package, unused services from the previous year are added to the new one. Unused services expire if the yearly support package is not renewed.

The services provided in each support package are:

  • Email Incident Tickets (1 point each): high-priority support through emails to help you resolve or find workarounds to problems you have with Psykinematix or that result in moderate to severe loss of service (data corruption, critical function not working, application crashes, etc). This service is typically provided on next business day.

  • Design Check (2 points each): you send us your finalized experimental design and we will check it for any issue and improve it for best performance on your experimental setup. This service is typically provided on next business day.

  • Stimulus Creation (3 points each): required if you want us to create a particular stimulus using Psykinematix. This service is typically provided in the current week. If a significant software customization is necessary to implement the requested stimulus, a higher support level will be required (see below).

  • Experimental Designs (5 points each): required if you want us to design an experiment using Psykinematix with your provided specifications. This service is typically provided in the current week. If a significant software or hardware customization is necessary to implement the requested experiment design, a higher support level may be required (see below).

  • Consulting Session (20 points each): required if you want us to help you design and implement a study using Psykinematix (for example based on a published article or from scratch). This service is typically provided in next couple of weeks. If a significant software or hardware customization is necessary to implement the requested experiment design, a higher support level may be required (see below).

  • Software customizations (50 points each): required if you wish to see Psykinematix modified for a particular purpose that requires a significant software customization (for example if you need a new method, procedure, stimulus, etc). This service is typically provided in the next couple of weeks.

  • Hardware customizations (200 points each): required if you wish to interface Psykinematix with some external devices not yet supported. This service is typically provided in the current or next month.

Reward Program

How can you obtain reward support points?

  • By submitting your new publications that cite the use of Psykinematix (the submission form is available here) [1 point/submission]

  • By referring Psykinematix to a new user who purchases one or several Standard or GPU Psykinematix licenses [1 point/referral per license]

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