Support & SLA

Questions, fault reports, and requests to export or delete data are all received at kromise@jugoya.ai. There is no telephone line.

The following are targets, not guarantees. Missing one does not entitle you to a refund or compensation.

• Reports that the service is down — first reply within 1 business day
• Fault reports and questions about features — first reply within 3 business days
• Requests to export or delete data — completed within 7 business days

Business days are weekdays in Japan, excluding the year-end and New Year holidays.

There is currently no availability guarantee. kromise is a service in development, and its commercial availability and pricing have not been decided. There is no refund or compensation scheme tied to downtime either.

This does not mean that the level of the guarantee is undefined; it means we give no guarantee. If you use kromise in production, please do so only after making sure your operations would not stop if kromise stopped.

When commercial availability begins, we will state the guarantee on this page and tell you by email in advance.

If the service stops, or if we find that data you entrusted to us has been leaked, lost or damaged, we will contact you as follows.

• We write to your registered email address. This is so that the incident notice itself does not depend on the service being up.
• For incidents involving data, our first report reaches you within 72 hours of kromise becoming aware, and we tell you the facts known so far without waiting for the investigation to finish. Receiving notice from one of our sub-processors counts as kromise becoming aware. You may have a reporting duty of your own under the law, and it runs from the time you learn the facts.
• We will report the cause and the measures to prevent recurrence once the investigation is complete.

When the service is to be stopped for scheduled maintenance, we will, as a rule, tell you by email at least 3 business days in advance. This does not apply where urgent action is required.

This English text is provided for convenience. The Japanese version is the authoritative one, and if the two differ, the Japanese version prevails.