On-Site Support
Important notes
Support/dispatch service contact

This service, including work carried out from the time the service request is made through the onsite visit, is contracted to GOG Corporation.

Privacy policy

All personal information received from customers during the appointment process will be used exclusively for offering SpinNet On-Site Support.
In addition, SoftBank Corp. and GOG Corporation will only share customersí personal information to the extent that is required to offer this service.

Cancellation fees

A cancellation fee of ¥3,500 (tax excl.) will be assessed in the following cases:

-The customer is absent when the onsite service staff arrives
-Support cannot be carried out because the devices/accessories required for connection and/or setup have not been prepared by the customer in advance
-Support cannot be carried out because the information on devices/accessories required for connection and/or setup has not been prepared enough by the customer in advance
-Support cannot be carried out because ADSL/fiber optic cable installation is not complete when the onsite service staff arrives

Once an onsite visit date has been scheduled, please contact GOG by phone within business hours on the day prior to the original scheduled appointment date to request a scheduling change or cancellation.

If an onsite visit must be rescheduled or canceled due to a change in installation date, be sure to contact GOG by phone during business hours at least one day before the scheduled visit.

Supported Operation Systems

We offer support for the following operating systems:
[Windows]
Windows 10[Home,Pro,Enterprise]
Windows 8.1(Windows 8.1,Pro)
Windows 8(Windows 8,Pro)
Windows 7(Starter,Home Premium,Professional,Ultimate,Enterprise)
Windows Vista [Home Basic, Home Premium, Business, Ultimate, Enterprise] [SP2]
Windows XP [Home Edition, Professional] [SP3]
* Only Japanese OS is supported.

[Macintosh]
Mac OS 10.2 or later (Japanese OS only)

Macintosh support is not available in some regions. Please check with our staff when requesting an appointment.

We may not be able to fulfill your support request for certain peripherals, software, or services that are not compatible with your OS.

We are unable to provide support for operating systems or associated peripherals, software, or services other than those indicated above.

Please note that we may not be able to fulfill requests concerning operating systems or related peripherals, software, or services other than those mentioned above or restore computer functioning, depending on customer computer setup.

Supported software

Web browsing software (for viewing the World Wide Web) that allows adjustment of internet connection settings and email software that comes standard with supported operating systems.

Note: We may not be able to offer support for web browsing software or email software that is not standard for supported operation systems.

Scheduling onsite visits

Onsite visits for customers who request connection setup and have not yet completed ADSL/fiber optic cable installation will be scheduled at least one day after the installation is scheduled.

Customers who wish to schedule an onsite visit for the same day as installation should note that a delay in the start of service will result in a cancellation fee. We therefore strongly suggest that you confirm installation before the scheduled onsite visit date.

Service provision

An additional travel fee may be assessed for onsite visits to some remote islands and other area.

The services we provide are offered only in Japanese for Japanese-language software and operating systems. Support in other languages is not available at this time.

We do not offer support for the following at this time:
° Fiber optic telephone setup
° Indoor wiring

We do not offer disposal of any waste materials created in the course of providing support.

We may not be able to provide support for computers that have been custom built or modified, or for certain hardware configurations.

SoftBank Corp. and its contracted companies cannot take responsibility for any loss caused by operational problems with customer hardware or software that occur during onsite support.

We cannot guarantee against data loss. Please back up all required data prior to receiving onsite support.

Troubleshooting Package and Conection Troubleshooting

If the source of the problem cannot be identified in the time allocated in the Troubleshooting Package and Connection Troubleshooting, additional time may be allocated at additional cost.

Any peripheral connection/setup, recovery, or application installation required to resolve the problem will only be carried out at additional charge.

Please note that we may be unable to resolve problems resulting from mechanical failure, or problems with provider or telephone connection services. A troubleshooting fee will still be assessed in this case.

Computer lessons

We make every effort to accommodate individual customer requests, but we cannot guarantee that every request can be met.

We do not use textbooks or written guides in our lessons. Customers who would like to use these materials should prepare them in advance.

Lessons that are extended at the customerís request will be charged an additional computer lesson fee.

Data transfer

Operation System requirements for the source and destination computer are as follows: Windows Vista or later, Internet Explorer 7 or later, and Windows Mail 6.0 or later.

Please prepare the required user ID and password needed to access the original computer as an administrator.

The following are prerequisites for support:
·The source and destination computer must be in the same building
·The source computer setup must be eligible for manufacturer support (not custom built or modified setup) and must be functioning properly
·The source and destination computer must have LAN capability (10-BASE-T or higher), an open PC I-slot or card slot, and a way to attach the set up technician's LAN adapter or a USB port
·The files to be transferred must not be damaged or corrupt

Depending on the computer environment, additional peripherals (e.g. LAN card, CD-R drive) may need to be temporarily installed (these will be uninstalled when data transfer is complete).

Customers should take steps to delete or protect any confidential information stored in the source computer prior to the onsite visit.

Data will be transferred to folders designated by the customer on the destination computer.

We do not offer data transfer for folders other than the My Documents folder or for applications where the location of stored data folders are unclear.

Smartphone lessons

Your machine should meet the requirements of Windows Hardware, Windows Software, Macintosh Hardware, Macintosh Software, mentioned in Apple iTunes download page.

Smartpones and tablets with the latest iOS or Android OS ver. 2.0 (or later) are supported.

Please prepare Japanese manuals if you wish to get your Android machine set up.

We will not support other smartphones and software not mentioned above.

In case your credit card number is required while at work, you shall enter your number yourself.

We will not prepare any textbooks for this lesson. We will give you a lesson based on user's guides and online manuals.

Smartphone lessons will provide lessons which meet each customers' demands.

Please note that we may not give you an enough lesson within 30 minutes. It depends on your learning level.
If you would like to extend the lesson, an additional lesson fee will be charged.

Please note that a instructor may refer to manuals or guides during the lesson.

Please note that it depends on what content you wish whether we can give you a lesson or not.

Smartphone setup

Your machine should meet the requirements of Windows Hardware, Windows Software, Macintosh Hardware, Macintosh Software, mentioned in Apple iTunes download page.

Smartpones and tablets with the latest iOS or Android OS ver. 2.0 (or later) are supported.

Please prepare Japanese manuals if you wish to get your Android machine set up.

We will not support other smartphones and software not mentioned above.

In case your credit card number is required while at work, you shall enter your number yourself.

If your smartphone is unopened, you shall open the package yourself. If the smartphone is on right after opening it by any chance, we will drop the setup.

SNS lessons

Smartpones and tablets with the latest iOS or Android OS ver. 2.0 (or later) are supported. iPhone 3GS or later is supported.

Please prepare Japanese manuals if you wish to get your Android machine set up.

We will support the services provided in official Twitter and Facebook websites and their OFFICIAL applications only.

We will not prepare any particular textbooks for SNS lessons. When you need special instructions on your machine, we will give you them based on user's guide in it.

Please note that we may not give you an enough lesson within 30 minutes. It depends on your learning level.
If you would like to extend the lesson, an additional lesson fee will be charged.

Please prepare manuals or guides in case an instructor refers to these during the lesson.

Please note that it depends on what content you wish whether we can give you a lesson or not.