|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 40 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.|
|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.)
|Data Center Location||Data Centers are located within Australia.|
|Data Backup||Data back-ups are created on a daily basis.|
When a customer cancels their subscription to WingArc's service, their data is kept in our servers for up to 30 days after the date of cancellation, after which, all data is purged from our servers.
|Support Availability Time||
For support availability, please refer to our Customer Support Guide.