1. Introduction

Virtual Craft, Inc. is a team of cloud infrastructure engineering experts that provides one-stop IT platforms creating a new everyday life, under the mission of 'aspiring to be engineers who contribute to society.'

Guided by the values of pursuing abundance and tolerance as members of a conscientious global society and as fulfilled individuals, we aim to embody a new form of organization for a new era.

In order to keep contributing to our clients' businesses through our technology, it is essential to maintain a proper balance across all stakeholders. With exactly the same weight as our full commitment to our clients' business success, the Company bears the responsibility to protect a working environment in which each employee who supports our services on the front line can perform with health and peace of mind, both physically and mentally.

Should any request, statement, or conduct from a business partner or client include remarks that deny an employee's dignity as a person, or demands that are inappropriate under generally accepted social norms (customer harassment), this constitutes a serious problem that damages the dignity of our employees and deprives them of the 'abundance as a fulfilled individual' that our Company holds dear.

Based on our fundamental stance of valuing both our clients and our employees, our Company establishes this policy in order to respond resolutely as an organization to customer harassment.

2. Conduct Covered by This Policy

In accordance with the guidelines of the Ministry of Health, Labour and Welfare, our Company defines 'customer harassment' as conduct in which the content of a demand lacks validity, or in which the means or manner of realizing a demand is inappropriate under generally accepted social norms, thereby harming the working environment of our employees. Specifically, this includes, but is not limited to, the following conduct:

• • Acts of violence
• • Coercing free-of-charge work or excessive service significantly beyond the scope of the contract
• • Persistently demanding a response outside business hours, such as late at night or on holidays, without reasonable grounds
• • Abusive language, insults, and defamation
• • Intimidation and threats
• • Denial of an employee's dignity as a person, and discriminatory remarks
• • Demanding that an employee kneel and prostrate themselves in apology
• • Detaining an employee for a prolonged period
• • Coercing a response beyond the scope considered reasonable under generally accepted social norms
• • Unjust or excessive demands that lack rationality
• • Posting content that damages the reputation of the Company or its employees, or posting personal information, on social media or similar platforms
• • Sexual harassment, SOGI* harassment, other forms of harassment, and stalking behavior toward employees

* 'SOGI' is an abbreviation formed from the initials of sexual orientation and gender identity.

3. Response to Customer Harassment (Internal)

• • When an employee is subjected to customer harassment, we give the highest priority to caring for that employee.
• • We provide employees with training on knowledge of customer harassment and how to deal with it.
• • We develop our internal framework, including establishing a consultation desk for customer harassment and coordinating with the police, attorneys, and others.

4. Response to Customer Harassment (External)

• • When conduct constituting customer harassment is confirmed, our Company does not leave individual employees to shoulder the problem alone, and responds resolutely as an entire organization.
• • If malicious conduct or unjust demands continue despite repeated explanations, and we determine that resolution through discussion is difficult, we regret that we may discontinue our response and may decline or terminate the provision of our services going forward.
• • Furthermore, if we determine that the physical or mental safety of our employees or the reputation of our Company is threatened, we will coordinate with external specialist bodies such as the police and our legal counsel, and take strict action.