Asteria Corporation Japan (hereinafter referred to as "Company") will provide support services to users (hereinafter referred to as "Users") of the Gravio subscription product (hereinafter referred to as “Product”) as follows:

1.  What is included in the service?

1. A license to install any software Product updates.
2. Notification and provision of any Product updates and manuals.
3. Provision of recommended patches for the Product.
4. Gravio Standard and Gravio Enterprise users only: Response to inquiries from the Company’s support website
   https://asteria.com/mng/login/.

2.  Prerequisites

1. User Registration
   The provision of any support services is subject to the registration of a User account on our support website https://asteria.com/mng/login/.
2. Software License
   The support services the Company provides to the User apply only to the Products that the Users have legally acquired and licensed.  

3.  Service Limits

1. The system on which the Company applies support services to the User shall be based on the Company’s designated operating environment.
2. The Company does not provide support services for hardware, software, or network-related issues that are not covered by its support services.
3. Support for the Company’s  Product is limited to the versions of the software specified by the Company.
   
4. Exclusions
   Support Services does not include support for:
   • Fix a failure, if it is found to be a failure other than the Product’s.
   • Recovery from accidents, natural disasters, or failures caused by modification of the Product.
   • Recovery from failures caused by unplanned operating environments for the Product.
   • The investigation or confirmation of a problem unless it is a problem of the Product.
   • The remedy of intrusions or compromises on systems and hardware on which the Product is installed.
   • Software and application development and software engineering.
   • Isolation of software engineering problems.
   • Implementation and system integration support.
   • Performance consulting.
   • Recovery of any data (regardless of the cause of data loss).

4.  Provided Services

1. The Company provides the following service contact points for the Product’s Users:

1. For Gravio Free and Gravio Basic users:
   • Community Discussion Space with Slack. Visit https://www.gravio.com to find the Slack link appropriate to your location.
2. For Gravio Standard and Gravio Enterprise users:
   • Contact the Company via the support website https://asteria.com/mng/login/.
   • The reception of requests is open 24 hours, however the response time is limited to the customer care center opening hours.
   • For inquiries, the Company will respond to inquiries within 3 business days based on the reception date of the support service representative.
   • The support language is Japanese or English.
   • Service hours:
     The service hours are 09:00 – 12:30 and 13:30 – 17:00 GMT+9 (Japan Time).
     The service days are Monday – Friday, excluding Japanese national holidays and designated summer holidays as announced on the support website by the Company.