Terms & Conditions | Nasa Support Portal

Article 1 (Applicability)

The purpose of these Terms is to define the terms and conditions for providing the Service and the rights and obligations between the Company and the Registered Entity regarding the use of the Service, and these Terms shall apply to all relationships involving the use of the Service between the Registered Entity and the Company.
In addition to these Terms, the Company may establish various rules and regulations regarding the use of the Service (hereinafter referred to as "Individual Rules"). Regardless of their name, these Individual Rules shall constitute a part of these Terms.
In the event of any discrepancy between the provisions of these Terms and the provisions of the Individual Rules set forth in the preceding paragraph, the provisions of the Individual Rules shall prevail unless otherwise specified in the Individual Rules.

Article 2 (Definitions)

The following terms used in these Terms shall have the meanings set forth below:

(1) "Company" means Nasa Corporation.
(2) "Service" means the service named Nasa Technical Support provided by the Company (including the service after any change in the name or content of the service for any reason).
(3) "Registered Entity" means a legal entity that has purchased a machine from the Company and has concluded a usage contract for the Service.
(4) "Service Agreement" means the usage contract for the Service concluded between the Company and the Registered Entity being subject to these Terms as contractual terms.

Article 3 (User Registration)

An individual belonging to the Registered Entity who wishes to use the Service on behalf of the Registered Entity (hereinafter referred to as the "Prospective Registrant") may apply to the Company for registration/re-registration for the use of the Service by agreeing to comply with these Terms and providing certain information specified by the Company (hereinafter referred to as "Registration Information") in the manner specified by the Company.
The Company shall determine whether to accept the registration of the Prospective Registrant who has applied for registration based on the preceding paragraph (hereinafter referred to as the "Applicant") in accordance with the Company's criteria. If the Company approves the registration, it shall notify the Applicant to that effect. The registration of the Applicant as the Registered User shall be deemed complete when the Company issues the notification under this paragraph and the Applicant sets a password in the prescribed manner.
The Service Agreement shall be formed between the Registered Entity and the Company when the registration specified in the preceding paragraph is completed for the Registered User belonging to the Registered Entity. Upon completion of the registration specified in the preceding paragraph, the Registered User shall be able to use the Service as a person belonging to the Registered Entity in accordance with these Terms.
The use of the Service by the Registered User shall be conducted as part of the business of the Registered Entity. The acts of the Registered User shall be deemed as the acts of the Registered Entity, and the Registered Entity shall assume responsibility to the Company for all acts related to the use of the Service by the Registered User.
In principle, the number of Registered Users shall be one per Registered Entity.
The Company may refuse registration or re-registration if the Applicant falls under any of the following items, and is under no obligation to disclose the reason thereof:
(1) If there is any false statement, error, or omission in all or part of the Registration Information provided to the Company;
(2) If the Applicant is a minor or a person who requires the consent of a statutory agent, etc., and has not obtained such consent;
(3) If the Company reasonably determines that the Applicant is an Anti-Social Force, etc. (meaning organized crime groups, organized crime group members, anti-social forces, or other persons equivalent thereto) or is involved with them;
(4) If the Company reasonably determines that the Applicant is a person who has violated a contract with the Company in the past or is a related party thereto;
(5) If the Applicant has been subject to the measures set forth in Article 14;
(6) In other cases where the Company reasonably determines that registration is inappropriate.

Article 4 (Change of Registration Information)

If there is any change in the Registration Information, the Registered User shall notify the Company of such change without delay by the method specified by the Company.

Article 5 (Management of User ID and Password)

The Registered User shall appropriately manage and store the User ID and password related to the Service at his/her own responsibility and shall not allow a third party to use them, or lend, transfer, change the name of, or sell them. The Registered Entity shall bear all responsibility for the management, etc., of the User ID and password by the Registered User belonging to it.
The Registered Entity to which the subject Registered User belongs shall be responsible for damages caused by insufficient management of the User ID and password, errors in use, use by third parties, etc., and the Company shall not be responsible for such damages.

Article 6 (Contents of Service)

The Service shall provide the Registered User with the following support through the Website regarding machines sold by the Company, either gratuitously or for a fee:
(1) Provision of self-help content regarding operation methods, troubleshooting, etc.;
(2) Inquiry support via a ticket system;
(3) Implementation of re-training and technical advice via video calls;
(4) Provision of planning and reporting for field services (machine installation, maintenance); and (5) Functionality to view information regarding purchased machines.
The Service shall, in principle, be provided in English.
The support specified in Items (2) and (3) of Paragraph 1 shall, in principle, be available only between 0:00 and 15:00 Coordinated Universal Time (UTC) (excluding Saturdays, Sundays, national holidays, year-end and New Year holidays, and other holidays designated by the Company).
With respect to inquiries via the ticket system specified in Item (2) of Paragraph 1, the Company shall, in principle, endeavor to reply within twenty-four (24) business hours after receipt.
Video calls shall, in principle, be provided through a web browser using the video conferencing system provided by the Service.
The following matters shall be excluded from the scope of the Service:
(1) Support regarding machines not sold by the Company or the Company's group companies (the latest list of group companies is posted on the Company's website);
(2) Support regarding disassembly or modification not for the purpose of maintenance;
(3) Support regarding disassembly or modification not performed by the Company or the Company's group companies;
(4) Support via means such as telephone or individual messaging; and
(5) Manned support outside the service hours specified in Paragraph 3.

Article 7 (About Tickets)

The "Ticket" specified in Article 6, Paragraph 1, Item 2 means the right for a Registered User to make a technical inquiry. Tickets are granted as benefits of each usage plan specified in Article 8 and can also be purchased individually on the Website.
One Ticket is consumed each time a technical inquiry is sent to the prescribed form on the Website or the prescribed email address. However, regarding continuous support concerning the same matter, the Company may, at its discretion, waive the requirement for additional Tickets.
If an inquiry is sent while there is a shortage of Tickets, the response will be suspended until the additional Tickets are purchased. However, if the Company determines that the matter is highly urgent, it may exceptionally handle the inquiry. In either case, you must purchase the insufficient Tickets within 30 days of the receipt of the inquiry. If the Company handles the inquiry while there is a Ticket shortage, the Registered Entity assumes the obligation to immediately pay the Company for the purchase price of the insufficient Tickets.
If the Company determines that the consumption of a Ticket is not appropriate for the content of the technical inquiry, such as in the case of initial defects, all or part of the already consumed Tickets may be returned. The return of Tickets shall be determined at the Company's discretion.

Article 8 (Usage Plans)

Registered Users are first registered for the Service as a "Free Plan" user. The Free Plan provides free self-help support content regarding purchased machines, planning and reporting of field services, and a viewing function for information regarding purchased machines.
When a machine sold by the Company is newly purchased, the Registered Entity may join the "Warranty Plan" free of charge linked to the warranty period of the said machine (in principle, one year). During its contract period, the Registered Entity may use the benefits of the "Warranty Plan" displayed on the service introduction page of the Company's website
(https://www.nasaco.com/about-portal/) (hereinafter referred to as the "Service Introduction Page") for the subject machine.
If the Registered Entity subscribes to the paid "Standard Plan" or "Light Plan" from the Website, the Registered Entity may use the benefits of the "Standard Plan" or "Light Plan" displayed on the Service Introduction Page for all machines purchased from the Company during its contract period.
Regardless of the plan type, Tickets, video call support, and paid self-help support content can be purchased individually on the Website.
The validity period of benefits included in the Warranty Plan, Standard Plan, and Light Plan shall be linked to the validity period of each plan, and unused portions cannot be carried over to the next period.
The validity period of individually purchased Tickets, video call support and self-help support content shall follow the validity period displayed by the Company on the Service Introduction Page.
Changes from the Standard Plan to the Light Plan, or changes from the Light Plan to the Standard Plan cannot be made during the contract period. If another plan is purchased while subscribed to a plan, the contract for the purchased plan will commence on the day following the expiration date of the subscribed plan. Plan purchases are possible from 14 days prior to the contract expiration date.

Article 9 (Fees and Payment Method)

The Registered Entity shall pay the Company the fees stated in the separate application form for paid usage plans such as the Standard Plan and Light Plan of the Service, as well as for individually purchased Tickets, video call support, and paid self-help support content.
Payments for the Service are made on the Website using the payment system "Stripe" provided by Stripe Japan K.K. The payment method shall be credit card payment or other methods provided by the said service. Payment information (credit card information, etc.) entered or provided in connection with the payment procedure is managed by Stripe Japan K.K. based on its terms of use, and the Company does not directly manage it.
In the Standard Plan and Light Plan, at the time of automatic contract renewal specified in Article 15, Paragraph 2, the renewal fee will be automatically settled using the payment information stored at Stripe Japan K.K. registered by the Registered Entity for the Service. The Registered Entity is deemed to have agreed to this automatic settlement in advance.
Unless required by law, the Company shall not refund any fees paid by the Registered User to the Company for any reason, and the Registered User acknowledges this in advance.
Communication costs related to the use of the Service shall be borne by the Registered User.

Article 10 (Responsibilities of Registered Entity and Registered User)

The Registered Entity and the Registered User shall prepare the communication environment, equipment, etc., necessary for using the Service at their own expense.
The Registered Entity and the Registered User shall provide the Company with information that the Company deems necessary for providing the Service, in response to the Company's request.
In receiving the Service, the Registered Entity and the Registered User shall cooperate with the work instructed by the Company as deemed necessary. If the Registered Entity or the Registered User does not cooperate without reasonable grounds, the Company may deem that Tickets or video call support have been consumed and may suspend the provision of the Service.
The Company will assign personnel at its discretion from the viewpoint of operational efficiency and fairness.

Article 11 (Prohibited Acts)

The Registered Entity and the Registered User shall not engage in any act that falls under or is reasonably determined by the Company to fall under any of the following items when using the Service:

(1) Acts that violate these Terms;
(2) Acts that violate laws and regulations or acts related to criminal activities;
(3) Fraud or threats against the Company or third parties;
(4) Acts contrary to public order and morals;
(5) Acts that infringe on the Intellectual Property Rights, portrait rights, privacy rights, honor, or other rights or interests of the Company or third parties;
(6) Acts that cause slander, defamation, other disadvantages, damages, or discomfort to the Company or third parties;
(7) Transmitting information to the Company or third parties through the Service that falls under or is reasonably determined by the Company to fall under the following:
a) Information containing violent, obscene, discriminatory, or anti-social expressions;
b) Information containing false, defamatory, or discomforting content;
c) Information containing expressions that encourage suicide, self-harm, or inappropriate use of drugs;
d) Information containing computer viruses or other harmful computer programs;
e) Information seeking the spread of information to third parties, such as chain mail;
(8) Acts that place an excessive load on the network or system, etc., of the Service;
(9) Acts that are likely to interfere with the operation of the Service;
(10) Unauthorized access to the network or system, etc., of the Service;
(11) Acts of altering, damaging, disassembling, decompiling, or reverse engineering the Service;
(12) Acts of impersonating a third party;
(13) Acts of using or allowing the use of the ID or password of another user of the Service;
(14) Collection of information of other users of the Service;
(15) Acts of copying, selling, publishing, or otherwise using information obtained through the Service without the Company's prior consent;
(16) Acts useful or considered useful to the Company's competitors;
(17) Acts related to anti-social activities or providing benefits to Anti-Social Forces, etc.;
(18) Acts that directly or indirectly cause or facilitate any acts of the preceding items;
(19) Attempting any acts of the preceding items;
(20) Other acts that the Company reasonably determines to be inappropriate.

Article 12 (Suspension of Service, etc)

The Company may suspend or interrupt the provision of all or part of the Service without prior notice to the Registered Entity if any of the following apply:
(1) When performing emergency inspection or maintenance work on the computer system related to the Service;
(2) When the operation of the Service becomes impossible due to reasons not attributable to the Company, such as failure of computers or communication lines, erroneous operation, excessive concentration of access, unauthorized access, hacking, etc.;
(3) When the operation of the Service becomes impossible due to force majeure such as earthquakes, lightning, fires, wind and flood damage, power outages, and natural disasters;
(4) When other circumstances occur where the Company reasonably determines that suspension or interruption is necessary.
The Company shall not be liable for any damages caused to the Registered Entity by measures taken by the Company based on this Article.

Article 13 (Intellectual Property Rights and User Content)

All Intellectual Property Rights regarding the Website and the Service (excluding the User Content) belong to the Company or those who have granted licenses to the Company. The provision of the Service based on these Terms does not imply a license to use these Intellectual Property Rights. The Registered Entity and the Registered User shall not use such Intellectual Property outside the Website and the Service or provide it to a third party without the Company's prior consent.
The Registered User agrees not to exercise moral rights of authors or other Intellectual Property Rights regarding the User Content against the Company or persons who have succeeded to rights from the Company or have been granted permission by the Company.
The Registered User agrees in advance that the Company may use and process the User Content to the extent necessary to provide the Service to the Registered User, and disclose or provide it to the Company's subcontractors, affiliates, or third parties deemed reasonably necessary by the Company for business purposes (e.g., technical support companies, cloud service providers, etc.). The Company shall, as necessary, exercise reasonable care to protect personal information and confidential information when using or disclosing the User Content.

Article 14 (Cancellation of Registration, etc.)

If the Registered Entity or the Registered User falls under any of the following items, the Company may temporarily suspend the use of the Service for the said Registered User or cancel the registration as a Registered User without prior notice or demand:
(1) If any provision of these Terms is violated;
(2) If the Registration Information is found to contain any false information;
(3) If there is a suspension of payment or insolvency, or if a petition is filed for the commencement of bankruptcy proceedings, civil rehabilitation proceedings, corporate reorganization proceedings, special liquidation, or similar proceedings;
(4) If the Registered Entity or the Registered User falls under any of the items of Article 3, Paragraph 6;
(5) In other cases where the Company reasonably determines that the continuation of the use of the Service or the registration as a Registered User is not appropriate.
If the Registered Entity or the Registered User falls under any of the items of the preceding paragraph, the Registered Entity shall naturally lose the benefit of time for all debts owed to the Company and must immediately pay all debts to the Company.
The Company shall not be responsible for any damages caused to the Registered Entity or the Registered User by the measures taken by the Company based on this Article, and will not refund any fees already received regarding the Service as set forth in Article 9, Paragraph 4.

Article 15 (Contractual Term and Cancellation of Service)

The term of the Service Agreement (hereinafter referred to as the "Contractual Term") shall follow each plan specified by the Company.
The Registered Entity may terminate the Service Agreement at the expiration of the Contractual Term by completing the procedures prescribed by the Company. If the Registered Entity does not perform the termination procedure, the Contractual Term shall be automatically renewed for the same period as the initial Contractual Term. The Company shall notify the Registered Entity regarding the contract renewal by the method prescribed by the Company at least 14 days prior to the expiration of the Contractual Term.
Even if the Service Agreement is terminated, the Registered Entity is not relieved of debts and obligations (including but not limited to obligations for damages) generated before the termination of the Service Agreement owed to the Company or third parties.
Even if the Service Agreement is terminated, the Company may retain records of the provision and operation of the Service, inquiry response, and other information acquired in connection with the provision of the Service for a certain period to the extent necessary for the Company's business.

Article 16 (Modification and Termination of the Service)

The Company may change the content of the Service or terminate the provision of the Service at its own discretion.
If the Company terminates the provision of the Service, the Company shall notify the Registered User in advance.

Article 17 (Disclaimer)

The Company shall endeavor to provide the Service with the due care of a good manager to a commercially reasonable extent. The Company makes no warranty, express or implied, with respect to the Service, its content, and the results of its use, including the following matters:
(1) Fitness for a particular purpose of the Registered Entity or the Registered User;
(2) Functions, commercial value, accuracy, and usefulness expected by the Registered Entity or the Registered User;
(3) That the use of the Service by the Registered Entity or the Registered User complies with any laws or internal rules of industry groups applicable to the Registered Entity;
(4) Non-infringement of Intellectual Property Rights, portrait rights, privacy rights, honor, or other rights or interests of third parties;
(5) Continuous availability of the Service and absence of defects in the Service.
The Company assumes no obligation to save the Registration Information, User Content, or any other information of the Registered User.
The Company assumes no obligation for services, information, management of personal information, etc., provided by third parties who are providers of external services linked to the Service.
The Registered Entity and the Registered User shall use the Service at their own responsibility. The Company shall not be liable for any indirect damages, extended damages, and consequential damages arising from the provision of the Service, such as damages caused to the Registered Entity or Registered User as a result of using the Service, unless there is willful misconduct or gross negligence on the part of the Company.
The Company’s total liability to the Registered Entity shall be limited to the amount paid by the Registered Entity to the Company for the Service in the past 12 months. In addition, the Company shall not be liable for damages arising from special circumstances or lost profits.
Transactions, communications, disputes, etc., arising between the Registered Entity or the Registered User and a third party in connection with the Service or the Website shall be resolved by the Registered Entity or Registered User at their own responsibility, and the Company shall assume no responsibility.

Article 18 (Confidentiallity)

The Registered User shall treat technical information and personal information disclosed by the Company to the Registered Entity or the Registered User in connection with the Service as confidential, except when there is prior written consent from the Company.

Article 19 (Handling of User Information)

The Company’s handling of the Registered User’s user Information shall be governed by its Privacy Policy separately set forth by the Company (https://support.nasaco.com/privacy-policy), and the Registered Entity shall cause the Registered User to agree that the Company handles the Registered User's user information in accordance with this Privacy Policy. The Company may jointly use the Registered User's user information with the Company's group companies to the extent necessary for the provision of the Service and the performance of related businesses.
The Company may statistically process information, data, etc., provided by the Registered User in a form that cannot identify individuals and use it for the improvement and operation of the Service.

Article 20 (Amendment to Terms)

The Company may amend these Terms when the Company deems it necessary.
When amending these Terms, the Company shall announce the effective date and content of the amended Terms by posting on the Website or other appropriate methods, or notify the Registered Entity.
If the amendment to these Terms requires the consent of the Registered Entity under applicable laws and regulations, the Company shall obtain the consent of the Registered Entity by the method prescribed by the Company.
If the Registered Entity renews the Contractual Term pursuant to Article 15, Paragraph 2, it shall be deemed that the consent of the preceding paragraph has been obtained.

Article 21 (Communications and Notifications)

Inquiries concerning the Service and other communications or notices from the Registered Entity or the Registered User to the Company, as well as notices regarding changes to these Terms and other communications or notices from the Company to the Registered Entity or the Registered User, shall be made in the manner prescribed by the Company.
If the Company sends a communication or notice to the email address or other contact information included in the Registration Information, the Registered Entity or the Registered User shall be deemed to have received such communication or notice.

Article 22 (Assignment of Status under the Service Agreement, etc.)

The Registered Entity may not assign, transfer, grant a security interest in, or otherwise dispose of its status under the Service Agreement or rights or obligations based on these Terms to a third party without the prior written consent of the Company.
If the Company transfers the business related to the Service to another company, the Company may assign the status under the Service Agreement, rights and obligations based on these Terms, and customer information such as the Registration Information of the Registered Entity and the Registered User to the assignee of such business transfer. The Registered Entity hereby agrees in advance to such assignment in this paragraph and represents and warrants that it has caused the Registered User to agree in advance. Note that the business transfer specified in this paragraph shall include not only ordinary business transfers but also corporate splits and any other cases where business is transferred.

Article 23 (Severability)

Even if any provision of these Terms or a part thereof is determined to be invalid or unenforceable by laws and regulations, the remaining provisions of these Terms and the remaining parts of the provisions determined to be invalid or unenforceable shall continue to be in full force and effect.

Article 24 (Governing Law and Dispute Resolution)

The governing law of these Terms and the Service Agreement shall be Japanese law.
All disputes arising out of or in connection with these Terms or the Service Agreement shall be finally settled by arbitration in accordance with the Commercial Arbitration Rules of the Japan Commercial Arbitration Association. The place of arbitration shall be Tokyo, Japan.
If any problem arises regarding these Terms or the Service Agreement, the Registered Entity and the Company shall consult in good faith and attempt to resolve it prior to resolving it through arbitration.

Enacted on January 26, 2026

Terms of Nasa Technical Support Service