Pricing Plans
From spot support to unlimited monthly plans. Priority support for both our own and third-party products.
Paid Priority Technical Support
BESTNET Priority Support | Service Specifications
We prioritize “primary troubleshooting” and “workaround proposals” for outages, configuration, and operations.
Tickets are accepted 24 hours a day within the Client Portal (※response during business hours), and phone support is available Monday–Friday 10:00–18:00 (JST).
※SLA (Target): Initial ticket response within 2 hours (during business hours) / Phone callback within 1 hour (during business hours)
✅ 24-hour reception (tickets)
✅ Initial response 2h (during business hours / SLA target)
✅ Primary troubleshooting for third-party products OK (cross-vendor)
🎯 When to Use
- Fault isolation (unclear where the issue originates)
- Cloud / Network / OS / middleware configuration troubleshooting
- Service startup failures after updates
- API / CLI operation procedure verification
Particularly effective when “there is no expert in-house” or “waiting for vendor responses takes too long.”
📮 Support Channels
Tickets: 24-hour reception (※response during business hours)
Phone: Weekdays 10:00–18:00 (JST)
※Phone support will be handled via callback as needed after initial receipt (SLA target: within 1 hour / during business hours).
🕒 SLA (Target) and Notes
Initial response: Within 2 hours of receipt (during business hours)
Phone callback: Within 1 hour of receipt (during business hours)
※The above are targets, not guarantees. For formal conditions regarding scope and responsibility, please refer to the contract agreement presented during the purchase process.
Support Scope (What We Can Do)
🧩 Configuration Support, Primary Troubleshooting, and Workaround Proposals
In addition to products and services we provide, we also cover third-party products (hardware/software/cloud) to identify root causes and propose workarounds.
☁️ OS / Middleware / SaaS / IaaS
We support usage methods and failure investigation for OS such as Linux, middleware such as web/database servers, and various SaaS/IaaS platforms.
🔧 Architecture Change and Upgrade Consultation
We advise on architecture changes, upgrade considerations, clarifications on API / CLI operations, and related matters.
※Ongoing operations outsourcing and training programs are excluded (separate quote required).
Plans (Pricing and Validity Period)
We currently offer 2 types of plans (prepaid). For formal conditions, please refer to the contract agreement presented during the purchase process.
| Plan | Pricing (Excl. Tax) | Details | Validity |
|---|---|---|---|
| Single Ticket | $62.47 / ticket | 1 issue = 1 ticket / Work limit 2 hours per ticket | Expires 6 months from purchase date |
| 5‑Pack | $280.46 / 5 tickets | For multiple issues (ticket book) / Work limit 2 hours per ticket | Expires 6 months from purchase date |
※Refunds after payment are not issued as a general rule (except where we are unable to provide service due to circumstances on our end).
Ticket Operation Rules (Important)
🎫 1 Ticket = 1 Issue
Each ticket addresses one issue. While we are working on the same issue, no additional tickets are required.
🧵 Issue Addition or Splitting
If an issue expands or splits, we may ask you to open a new ticket.
⏳ Validity Period
Unused tickets expire after the validity period, and remaining tickets cannot be carried over.
Exclusions (Separate Quote Required as Needed)
- Manufacturer-specific tools and hardware repairs requiring firmware modification
- Source code modifications or lab analysis for bug fixes
- Data recovery, security incident response, and IR support
- Ongoing operations outsourcing, training, and education services
※If you are unsure whether something is in scope, please submit a ticket with your situation first (we will notify you in advance if a quote is needed).
🔒 Confidentiality
Information we learn through this service is treated as confidential, and confidentiality obligations remain in force even after contract termination.
How to Use
1
Purchase a Plan (Prepaid)
Select and pay for either Single Ticket or 5‑Pack.
2
Create a Ticket from Client Portal
Including status, errors, change history, and logs will help us isolate issues faster.
3
Priority Support Begins (Initial Response)
During business hours, we aim to provide an initial response within 2 hours of receipt (SLA target).
4
Provide Workarounds and Next Steps → Support Until Resolution
If work outside the scope is needed, we will provide guidance on approach and an estimate in advance.
※ Tickets are accepted 24/7, but support is available during business hours (tickets received outside business hours will start being handled the next business day).
