01 Availability
KOMORI aims to keep services available and monitors operations, but does not guarantee uninterrupted service. Temporary suspension may occur for maintenance or updates, with prior notice or, in urgent cases, notice afterwards.
WHAT WE PROMISE — AND WHAT WE DO NOT
Availability, Support and Service Levels
How the service is maintained, which channel to use, what is fixed at no cost and within what period.
Plain-language summary
We do not promise 100% availability. We promise a single traceable channel, no-cost correction of specification defects for 3 months after delivery, and maintenance notice whenever advance notice is possible.
How these documents work
A quotation, individual agreement and product-specific terms prevail where they address the same matter. Nothing in these documents limits mandatory statutory rights. Contact us before contracting if anything is unclear.
02 Support channel
The standard channel for reporting failures and requests is the online report function inside the system. It exists so every request has a record, an author, a date and a history — which informal conversations do not provide.
| Situation | Channel | Cost |
|---|---|---|
| Failure and request | Online report in the system | Per the maintenance agreement |
| Meeting or on-site attendance | Prior appointment | Additional fee, on quotation |
| Maintenance and support | Paid from the start of the contract | There is no free period |
03 No-cost defect correction
KOMORI corrects, at no cost, non-conformities against the agreed specification reported in writing through the online report within 3 months from delivery.
| Case | Covered? |
|---|---|
| Defect against specification, within 3 months | Yes, at no cost |
| Change made by the customer | Not covered |
| Misuse of the system | Not covered |
| Failure from third-party integration | Not covered |
04 Included hosting
Hosting is provided by KOMORI and included in the contracted price, up to the limit below. Beyond it, the excess is handled in a separate quotation, never billed by surprise.
If your data volume grows, we tell you before the limit is reached, so the decision is yours.
3 monthsNo-cost correctionFrom delivery, only via online report
10GBIncluded hostingAbove that, separate quotation
Contact channel
Use these channels for questions about data, security or contractual terms.
- DX Department · KOMORI Co., Ltd.
- 〒441-8083 愛知県豊橋市東脇3丁目9番地8
- 0532-35-9001
- [email protected]
Effective and revised: Revised October 24, 2026 · JST