Gravio Support - Terms and Conditions
Last updated:  Jul 10, 2023

Asteria Corporation (hereinafter referred to as "we", "us", "our") will provide support services (hereinafter referred to as "Support Service") to users of Gravio subscription products and/or Gravio license software products (hereinafter referred to as "users") as follows:

1.  Scope of the Support Service

  1. License to use software updates
  2. Notification and provision of update software and manuals
  3. Providing recommended patches for software
  4. Responses to inquiries from our support website (products except for Gravio Free)

2.  Prerequisites

  1. User Registration
    Providing Support Serviceis subject to your registration on our support website or app.
  2. Software License
    The Support Service we provide to you apply only to our products that you are legally licensed.

3.  Limitation of the Support Service

  1. The system on which we apply Support Service to you shall be based on our designated operating environment.
  2. We do not provide Support Service for hardware, software, or network-related issues that are not covered by Support Service.
  3. Supported Software Versions
    Support for our product software is limited to our specified version of the software.
  4. Exclusion
    Support Service does not include support to:
    • Fix a failure if it is found to be a failure other than our products
    • Recovery from accidents, natural disasters, or failures caused by modification of the target product
    • Recovering from failures caused by unplanned operating environments for our products
    • If there is a problem other than our products, investigate and confirm the problem
    • Repair the systems and hardware on which our products are installed
    • Program development
    • Coding
    • Isolate coding problems
    • Implementation support
    • Performance consulting
    • Recovering data (regardless of the cause of data loss)

4.  Providing Services

  1. We will set up the following service contact for users.
  1. For Gravio Free Users
    • Community Discussion Space with Slack
  2. For the Purchasers of Other Products
    • Contact us via our support website
    • Reception Hours 24 hours (answer time is within our service delivery time)
    • We will respond to the inquiries within 3 business days based on the reception date of our Support Service representative.
    • Service Hours
      In principle, following time of weekdays. Excluding Saturdays, Sundays, national holidays, and the year-end and new year holidays and summer holidays designated by us.
      9:00-12:30, 13:30-17:00
      We will set the date and time when support services are not provided in advance on our support website, and set them as optional.