Last Updated: 8/July/2020
Lead Time for Providing Service
|In general, the lead time for the service will take 5 business days from the date when WingArc receives the order, regardless of new applications or additional options.|
|Minimum Contract Period||Minimum 1 year (Contract will be renewed automatically thereafter)|
|Cancellation||If the customer wishes to cancel the service subscription, the customer must do so at least 30 days prior to the end of the subscription period.|
Availability and Reliability
|Service Uptime||24 hours, 7 days a week (excluding service maintenance period)
WingArc may perform emergency maintenance to address security or critical issues with prior notice.
|Service Maintenance Notification||Customers will be notified of the scheduled maintenance via their registered email and support site at least two weeks in advance.|
|Service Availability Rate||The target availability rate is 99.9% (excluding service maintenance period)|
|Upgrade Policy||All tenants will be upgraded simultaneously.|
WingArc constantly monitors the service for issues. If an issue is found, it will be handled in accordance with WingArc company policy.
|Service Monitoring Policy||
Monitoring is carried out in accordance with the monitoring items and intervals specified by WingArc.
|Failure Notification||WingArc will notify customers via email or support site as soon as any failures are detected.|
|Certifications||WingArc yearly conducts an external audit and maintains our certification.
ISO/IEC 27001:2013 (Certification number: IS 687715)
ISO/IEC 27017:2015 (Certification number: CLOUD 687716)
ISO/IEC 27018:2014 (Certification number: PII 687717)
All communication data is encrypted.
WingArc conducts vulnerability assessments by a third-party organization (every year and as needed).
|Internal Audit of Information Security||
WingArc conducts an independent review of information security and implements remedial actions to address risks.
|Clock Synchronization||In a log, WingArc uses timestamps based on the clock provided by Amazon Web Services Japan Inc.|
|WingArc will retrieve security information on operating systems, middle ware and OSS, and apply patches depending on a level of the risk.|
Backup at WingArc:
Backup for Data Storage:
(*1) Included 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 from the oldest one after 10 days.
(*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 from the oldest one after 10 days.
|Data Deletion||Data will be automatically deleted 180 days after cancellation (Data will be kept for 180 days after cancellation).|
|Data Center||Data Centers are located within Japan.|
|Support Availability Time||
For support availability, please refer to our Customer Support Guide.
Protection of Records
|Log Storage Period||
Service Development Policy
WingArc develops safe and stable services according to the corporate development guideline.