Terms of Service

Scope and purpose

These Terms of Service govern your use of the Misty Heron Godo Kaisha website and the support automation services described on it. By using this site or engaging our services, you agree to the terms below.

Service usage

• This website and its content are provided for informational purposes and to facilitate enquiries about our services.
• Use of the contact form should reflect genuine enquiries related to our services.
• Automated scraping, resale of site content, or misuse of forms is not permitted.

Accounts and access

This website does not currently require account creation. Where a service engagement involves access to shared systems or data, access terms will be agreed separately in writing as part of that engagement.

Service availability

• We aim to keep this website accessible but do not guarantee uninterrupted availability.
• Content, offers, and pricing may be updated from time to time without prior notice.
• Service engagements are scoped individually and described in the relevant offer details.

Intellectual property

All content on this site, including text, design, and layout, belongs to Misty Heron Godo Kaisha unless otherwise indicated, and may not be reproduced without permission.

What we need from your side

An engagement goes well when one person on your team can answer questions about how the inbox is run. We ask for a named contact, read access to the agreed records for the duration of the scope, and about an hour a week during the observation period to look at the accuracy report with us.

How a setup is handed over

At the end of the scope you receive the sorting rules or answer library, a written procedure explaining how to adjust them, and a short session with the staff who will use them. After handover, changes are made by your team following that procedure; we do not keep access to your systems unless you ask us to.

Availability and response times

We reply to messages on business days, usually within two working days. During an active engagement we agree a regular check-in time instead. We are closed over the New Year holidays.

Ending an engagement early

Either side may end an engagement early with written notice. If you do, we deliver whatever is complete at that point — for example, a partial accuracy report — and charge for the weeks already worked. Records you gave us are deleted as described in the Privacy Policy.

Law and changes

These terms are governed by the laws of Japan, and the Yokohama District Court is the court of first instance for any dispute we cannot settle by discussion. We may update these terms as our services change; the date at the top of this page shows the current version.

Tools and systems we work with

We set up sorting and drafting inside the helpdesk or shared inbox your team already uses where possible, so that staff do not have to learn a new screen. If your current tool cannot support a particular step, we explain the limitation and offer a manual alternative instead of asking you to change systems.

Languages

Many teams in Japan receive enquiries in both Japanese and English. Sorting can file messages by language, and drafting can prepare replies in either, but each language is set up and checked separately against your own past replies. Other languages are discussed case by case.

Contacting us about these terms

Questions about these terms can be sent to info@mistyheron.com or asked by phone on +81 45-321-5485 on business days. If a question concerns an engagement that is already under way, the written scope for that engagement takes precedence over this page.

Questions after handover

Once a setup is handed over, your team owns it. If questions come up in the following month — a new product line creating a new kind of enquiry, say — send them to us and we answer by email at no charge. Larger changes after that first month are quoted as a new, smaller scope rather than billed by the hour.

Enquiries we may decline

We may decline work where full automation of customer replies is the goal, since every setup we build keeps a staff review step. We also decline where we cannot obtain the records needed to do the work properly. In either case we explain why.

How these terms sit with our other policies

This page covers use of the website and the general shape of an engagement. The handling of your customers' messages is described in the Privacy Policy, browser storage in the Cookie Policy, and the conditions of a paid engagement in the Terms and Conditions. Where two of them overlap, the one written more specifically for the situation applies.