Terms and Conditions #

Article 1 (Purpose) #

These terms and conditions govern the paid priority technical support service “BESTNET Prio Support” provided by us, and define the matters that both we and the Customer must comply with in the contract concluded between us.

Article 2 (Service Content) #

1. This contract is concluded at the time the Customer pays the fee for this service.
2. We will provide priority technical support to the Customer through the following channels:
   • BESTNET Client Portal (24-hour reception)
   • Dedicated phone line (Weekdays 10:00-18:00 JST)
   • Dedicated email address (24-hour reception)
3. Plan overview is as follows:
   • Single Ticket: ¥9,800 per ticket, work limit 2 hours, valid for 6 months
   • 5-Pack: ¥44,000 for 5 tickets, valid for 6 months
   • Monthly: ¥98,000 per month, up to 5 concurrent open tickets, auto-renews monthly
4. The support scope for this service is as follows:
   • Configuration support, initial troubleshooting, and workaround proposals for products and services provided or sold by us and third-party products (hardware/software/cloud)
   • Usage inquiries and troubleshooting for OS, middleware, SaaS, and IaaS
   • Consultation on configuration changes, upgrades, API/CLI operation methods
5. The following items are excluded from this service and will be handled on a paid basis with a separate quotation as necessary:
   • Hardware repairs requiring manufacturer-specific tools or firmware modifications
   • Defect fixes involving source code modifications or laboratory analysis
   • Data recovery, security incident response, and IR support
   • Ongoing operations support and training services

Article 3 (Contract Term) #

1. Single Ticket and 5-Pack expire six months after the purchase date, including any unused portion.
2. Monthly auto-renews on a monthly basis starting from the application date, and continues unless cancellation is processed on the Portal at least three business days before the renewal date.

Article 4 (Pricing and Payment Method) #

1. The Customer will pay the selected plan fee in advance by credit card or other method designated by us.
2. No refunds will be issued after payment except as specified in these terms.
3. If the Customer delays payment, we may, after notice, suspend this service and claim late payment damages.

Article 5 (Cooperation Obligation) #

1. The Customer shall promptly provide logs, reproduction procedures, and other information necessary for investigation, and shall cooperate with our inquiries.
2. We shall not be liable if support is delayed due to insufficient cooperation from the Customer.

Article 6 (SLA and Disclaimer) #

1. We set the following Service Level Agreement (SLA) targets and endeavor to achieve them:
   • Initial ticket response: within 2 hours of receipt (during business hours)
   • Phone callback: within 1 hour of receipt (during business hours)
2. The above are targets, not guarantees. Damages for SLA non-achievement are capped at the cost of purchased but unused tickets by the Customer.

Article 7 (Ticket Handling) #

1. One ticket covers one issue, and no additional ticket is required during support for the same issue.
2. If an issue is added or divided, we may request a new ticket to be issued.
3. Expired tickets automatically expire, and unused quantities cannot be carried over.

Article 8 (Confidentiality) #

1. We and the Customer shall not disclose or reveal to any third party the business or technical confidential information of the other party obtained through this service.
2. The obligations under this article shall survive after the termination of this contract.

Article 9 (Termination and Cancellation) #

1. If the Customer violates this contract or applicable laws, we may terminate this contract without notice and shall have no obligation to refund fees, including unused tickets.
2. If we are unable to provide service due to force majeure or other unavoidable circumstances, we will refund an amount proportionate to the unelapsed period on a pro-rata basis.

Article 10 (Disclaimer) #

1. We shall not be liable for any damages arising from the following:
   • Failures caused by the Customer’s environment or equipment under the Customer’s control
   • Damages caused by third-party unauthorized access or cyberattacks
   • Service interruptions due to factors beyond our reasonable control, such as communication lines or cloud infrastructure
2. If we are unable to provide this service due to our negligence, we will compensate up to the total amount paid for the most recent 30 days.

Article 11 (Personal Information Handling) #

1. We and the Customer shall manage and use the personal information obtained in accordance with applicable laws and guidelines.

Article 12 (Exclusion of Anti-Social Forces) #

1. We and the Customer represent and warrant that neither we nor the Customer constitute anti-social forces.
2. If the other party violates the preceding paragraph, we may terminate this contract without notice.

Article 13 (Consultation and Jurisdiction) #

1. For matters not specified in this contract or in case of any ambiguity, we and the Customer shall consult in good faith to resolve the matter.
2. In case of any litigation regarding this contract, the district court having jurisdiction over our principal place of business shall be the exclusive agreed jurisdiction court of first instance.

Supplementary Provision #

These terms and conditions become effective on July 1, 2025.