Terms and Conditions
Tokyo ITS Onsite Support Policies
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. This is complete ad hoc service on demand.
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 requested to work within certain parameters to assist in the installation, repair or removal of many server and network related hardware devices. A typical onsite visit could last from 1 to 10 hours per day depending on the task requested. Other support cases require multiple days or visits.
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.
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 requires us to initiate a minimum charge for all basic service requests we receive. With this policy we continue to retain the most competitive rates for professional tech support engineers in Tokyo.
Requests that require onsite support for more than 2-hours, are simply billed hourly.
After-hours service charges are 1.5 times the base rate. Please inquire what your base rate is.
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.
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.
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.
Replacement parts purchased by Tokyo ITS, could require a deposit or full payment of parts up front. 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.
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.
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.