Last Updated: 15/Apr/2020
||The lead time for new applications and additional options is up to five business days from the receipt of the application form and confirmation of settings.
|Minimum Contract Period
||1 year (updated yearly)
||Cancellation should be requested 30 days in advance.
Availability / Reliability
||24 hours a day, 365 days a year (excluding planned outages/regular maintenance).
If there is a significant impact on security measures or system operation, emergency maintenance may be carried out following prior notice.
|Notification of Planned Outage
||Customers (administrators) will be notified at least two weeks in advance by e-mail and the support site.
||WingArc1st aims for 99.9% availability (operation rate).
*Excluding planned work
|Version Upgrade Policy
||Service version upgrades will be implemented for all tenants simultaneously.
|Response to Unplanned Outages
||WingArc1st regularly monitors the system for failure notifications. In the event of an unplanned outage, WingArc1st will respond in accordance to its Service Level Objectives.
|System Monitoring Criteria
||Monitoring is performed according to the monitoring criteria and intervals set by WingArc1st.
||In the event of an outage, a notification will be sent promptly (within 30 minutes) by e-mail.
||All communication data is encrypted.
||Vulnerability assessments are conducted by a third party (annually or as needed).
|Internal Information Security Audit
||An independent review of information security is conducted and measures are taken to reduce risks.
||Clock-based time stamp provided by Amazon Web Services Japan Co., Ltd. is used.
||Security information, such as OS, middleware, and OSS, is collected and patches are applied according to risk.
||WingArc1st uses data centers in Japan.
||Weekday business hours 18:00 to 02:30 (UTC) (except year-end and New Year holidays, weekends and holidays in Japan)
As a general rule, WingArc1st responds to inquiries by e-mail.
|Log Retention Period
||Access logs maintained and stored for 3 years.
Service Development Policy
|Preparation of Development Guidelines
||Stable and safe services developed in accordance with in-house development guidelines.