Last Updated: 3/Dec/2018
|In general, the lead time for this service will take 5 business days from the time WingArc receives the order from the customer, regardless of whether the customer is buying a new product, or upgrading existing ones.|
|Minimum Subscription Length||Minimum of 1-Year (Subscription renews automatically thereafter)|
If the customer wishes to cancel their service subscription, they need to do so 30 days before their subscription to the service expires.
Availability and Reliability
|Service Uptime||24 hours, 7 days a week (excluding service maintenance period).
WingArc reserves the right to perform emergency maintenance updates to address security and critical issues, when necessary.
|Service Maintenance Notification||Customers will be notified of the scheduled maintenance via their registered e-mail, and the support site, two full weeks before the aforementioned downtime period.|
|Service Uptime Rate||The target uptime rate is 99.9% (excluding service maintenance period)|
|Upgrade Policy||All tenants will automatically and simultaneously be upgraded to the latest stable version of the product.|
|Troubleshooting||WingArc constantly monitors the service for issues. If an issue is found, it will be handled based on WingArc company policies.|
|Service Monitoring Policy||The items to being monitored, and the frequency with which their status is checked is pre-determined by WingArc.|
|Defects Notification||WingArc will notify customers via email and the support site once any defects are detected.|
|Certifications||ISO27001 (Certification number: IS508961)|
|Encryption||As a policy, all network communications are encrypted.|
|Vulnerability Assessment||WingArc yearly requests an independent security organization to assess the service for vulnerabilities.
(Independent party assessments are done once a year, and when necessary.)
|Internal Audit for Information Security||WingArc conducts internal audit for information security for risk management.|
|Clock Synchronization||WingArc uses timestamps as a log depending on the clock provided by Amazon Web Services Japan Inc.|
|WingArc will retrieve security information about operating systems, middle ware and OSS and apply any patches depending on a level of the risk.|
Backup for Data Storage:
(*1) They include following files: board definition files, chart definition files, spreadsheet definition files, image files, text definition files, link definition files, signboard definition files, menu definition files, data source definition files, CSV/Excel files, image map definition files, GEO definition files, Excel report files, PowerPoint report files, and SVF definition files.
(*2) Backup data will be deleted automatically after 10 days past.
(*3) There may be blackout period during full-backup (10 minutes at maximum). You should refrain from running a task such as data storage task, model task or aggregation task.
(*4) Backup data will be deleted automatically after 10 days pasts.
When a customer cancels their subscription to WingArc's service, their data is kept in our servers for up to 180 days after the date of cancellation, after which, all data is purged from our servers.
|Data Centre||Data Centres are located within Australia.|
|Support Availability Time||
For support availability, please refer to our Customer Support Guide.
Protection of Records
|Log Storage Period||
WingArc will archive customer log files for 3 years. Customer can download their log files for last 180 days.
Service Development Policy
WingArc develops safe and stable product services according to the corporate development guideline.