Terms and Conditions

COMPANY STRUCTURE

Tokyo ITS has been operating by a simple business model for 9 years. We receive support requests to service hardware at a location in Japan, we deploy an engineer on the agreed service date then invoice the customer within 48 hours of completing the task. Think of it as the retail version of tech support.

Our customers are generally other tech firms who are located in or outside of Japan who require a technician to service hardware at a specific location. We are generally sub-contracted to work within certain parameters to assist in the installation, replacement or removal of server and network related hardware. A typical onsite visit could last from 1 to 2 hours depending on the task requested. Other support cases require more time.

OPERATING HOURS

Tokyo ITS is located in downtown Tokyo and our operating hours are Monday through Friday between 10:00 AM and 06:00 PM Japan Standard Time. All other hours are considered after-hours.

SERVICE STRUCTURE

  • 2-Hour Initial Charge
    70% of the support requests we receive typically require a technician on site for less than 2 hours. Our cost to do business in Tokyo require us to initiate a minimum charge for all basic service calls we receive. With this pricing policy we retain the most competitive rates for professional tech support engineers in Tokyo.
  • Hourly Charges 
    All support requests that require onsite presence for more than 2-hours is simply billed hourly.
  • After-hours
    After-hours service charges 1.5 times the base rate. No initial charges. All work is simply billed hourly. Please inquire for details. 

Other Charges
Transportation fees will vary depending on the distance between the onsite location and our office. Additional manpower could be required and is charged accordingly. Other fees could include consulting when required (our staff providing assistance in research, purchasing or calling Japanese based locations on behalf of our client). This and any special projects not considered basic tech support, are priced on a case by case basis.

BASIC TECH SUPPORT

Being a hardware repair service, our core business is installation of hardware and the replacement of parts. Basic support requests may include the installation, replacement or decommissioning of computer related hardware that can be completed in a day or less. This is considered “smart hands” onsite. All other requested work is considered special project and will be reviewed and priced on a case by case basis.

SERVICE POLICY

Our service policy is standard for all customers domestic and international. Service Level Agreements (SLA) are not necessary for basic tech support. However, if our customers require regular visits to a particular site for the support and maintenance of computer related hardware, a service level agreement will be explored. All service level agreements require a retainer to guarantee a technician to be deployed on site for locations other than Tokyo. Under a normal SLA acquired we do not provide same day service.

EMERGENCY CARE SERVICE (ECS)

This program was developed to ensure that hardware and service be provided in case of earthquake damages to locations throughout our immediate service area. Customers who join our Emergency Care Service program will be quoted for onsite service, hardware replacement if necessary, and emergency transportation. ECS will give our customers peace of mind knowing that they have a partner ready for same day deployment when systems go down.  

BILLING POLICY

Tokyo ITS has implemented 30-day billing terms since January 1, 2010 and is currently engaged in this policy. The 30-day term starts from the invoice date posted on the invoice dispatched to the customer. Late payments could merit late charges.

PARTS REPLACEMENT

Replacement parts purchased by Tokyo ITS, could require a deposit or full payment of parts. This is determined before the work begins. This is all determined on a case by case basis. Replacement parts pricing are based on current market value and are invoiced as such.

CONSULTING FEE

An administration charge or consulting fee applies to all cases where we must engage in one or more of the following:

  • Ordering parts or equipment
  • Researching and locating distributors for materials
  • Meeting at onsite locations prior to work for various pre-work prerequisites
  • Translating documents or calling Japanese based companies on behalf of our client to make arrangements, purchases or other administrative work.
  • Traveling on behalf of our client to complete a requested task other than tech support
  • Other tasks could merit a consulting fee. If this is the case it will be discussed before any requested work began. Consulting fees are charged once during a new project if it is required. Please note that most service requests for basic tech support do not require a consulting fee.

Other tasks could merit a consulting fee. If this is the case it will be discussed before any requested work began. Consulting fees are charged once during a new project if it is required. Please note that most service requests for basic tech support do not require a consulting fee.

SUPPORT REQUESTS

Tokyo ITS can accept support requests by email, phone or support form on our website.  All support requests must accompany a purchase order number, case number or work-order number. This is used to reference invoicing.

Once we have confirmed the support request, an engineer is scheduled for the visit to the onsite location. All information regarding the work requested must be in our hands prior to the deployment of our engineers. Once the engineer has completed the work, a report is generated and the invoice is dispatched. These procedures can differ when special projects are requested.

When requesting tech support to service hardware, please include the following:

  • The purchase order number
  • Date of Service
  • The full address of the onsite location
  • The floor and room number where the hardware is located
  • Make, model and serial number of all hardware we are to service
  • Special projects may require other prerequisites.

*Please read our statement regarding business culture in Japan. You will find it helpful in determining certain requirements for your customer.