Last Updated: 18/Oct/2019
|Lead Time||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||Cancellation should be requested by the customer 30 days before the expiry of the contract period.|
Availability / Reliability
|Service Hours||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 support site.|
|Server Availability||WingArc1st aims for 99.9% availability (operation rate).
*1 excluding planned work
*2 excluding the SPA Bridge Service installed in the customer environment
|Version Upgrade Policy||Service version upgrades will be implemented for all tenants simultaneously.|
|Response to Unplanned Outages||In the event of an unplanned outage, WingArc1st will respond to the issue 24 hours a day, 365 days a year.|
|System Monitoring Criteria||Monitoring is performed according to the monitoring criteria and intervals set by WingArc1st.|
|Outage Report||In the event of an outgage, a notification will be sent promptly (within 15 minutes) by e-mail.|
|Acquired Official Certification||
WingArc1st conducts annual external audits and continues to maintain certification registration.
|Encryption||All communication data is encrypted.
Disks are transparently encrypted.
|Vulnerability Assessment||An annual vulnerability assessment is completed by a third party.|
|Internal Information Security Audit||An independent review of information security is conducted and measures taken to reduce risks.|
|Clock Synchronization||Clock-based time stamp provided by Amazon Web Services Japan Co., Ltd. is used.|
|Vulnerability Management||Security information, such as OS, middleware, and OSS, is collected and patches applied according to risk.|
|Backup||Storage Target and Storage Period:
2) Customer data file uploaded to SPA Cloud (For example, PDF files)
3) PDF Search Data
*After a customer data file is registered in SPA Cloud, it is then replicated to a different physical data center and backed up to S3 of Amazon Web Services.
WingArc1st believes that it is also the customer’s responsibility to perform backups to further reduce the risk of customer data loss.
|Data Center||WingArc1st uses data centers in Japan.|
|Available Hours||24 hours a day, 365 days a year|
|Regular Inquiries||Weekday business hours 18:00 to 02:30 (UTC) (except year-end and New Year holidays, weekends and holidays in Japan)|
|Log Retention Period||Access logs maintained and stored for 5 years.
If a customer needs to investigate the logs, WingArc1st will carry out the investigation on the customer’s behalf.
Service Development Policy
|Preparation of Development Guidelines||Stable and safe services developed in accordance with in-house development guidelines.|
Items not covered
|Functions not covered||The following functions provided in conjunction with services of other companies are not covered by this SLO:
・Notification (when mail server is not set by default)