SLA (Service Level Agreement)
About the Service Level Agreement (SLA)
Our company sets the following service quality levels for "Uninote" and guarantees them.
■ Service Content and Target Settings
(1) Incident Resolution Targets
To support our users' business continuity, we aim to resolve incidents in the Uninote system within the "time to start response" and "target resolution time" set for each priority level.
| Priority | Time to Start Response | Target Resolution Time | Response Hours | Status Reports | Priority Definition |
|---|---|---|---|---|---|
| Critical | Within 10 min (service desk hours) / Within 60 min (outside service desk hours) | Within 4 hours | 24H x 7Days | Every hour | Issue that impacts operations as a whole |
| Major | Within 3 hours | Within 1 business day | 24-6 x M-F | Every day | Issue that partially impacts operations |
| Minor | Within 3 days | Within 1 week (5 business days) | 24-6 x M-F | Every week | Issue that does not require immediate response |
(2) Availability and Reliability
To support our users' business continuity, we ensure the availability and reliability of the Uninote system service.
| No. | Category | Target |
|---|---|---|
| 1 | Availability target | Actual ratio of Uninote service availability against the agreed service time for the target business applications (see "2-1."). 98.00% |
| Availability = ([Agreed service time] − [Service downtime]) / [Agreed service time] × 100 | ||
| 2 | Reliability target | Number of serious incidents [Critical level]: within 2 per half year. Mean Time Between Failures (MTBF) for serious incidents: 90 days or more |
(3) Inquiry Desk and Issue Resolution
We provide a "Service Desk" that users contact first, serving as the user support point.
| No. | Service | Description |
|---|---|---|
| 1 | Role of the service desk | - Receiving incidents related to Uninote system services — supporting business continuity and failure response. - Receiving requests related to Uninote system services — inquiries about business applications, customization requests for Uninote system services, provision of information, and registration/deactivation of user IDs |
| 2 | Contact | Uninote Service Desk [https://help.uninote.ai] |
| 3 | Service desk hours | 10:00–19:00 (Monday–Friday) |
| 4 | After-hours response | Outside the service desk hours, if the following events occur, you can contact the emergency desk for support: - System down or full stop for the above business applications - Serious issue affecting the next day's business - Issue with no workaround |
(4) Response to Security Risks
In principle, we operate based on our security management rules, the "Uninote System Contract." We ensure that users of the target business applications can use the Uninote service with security risks kept at an appropriate level. If a security incident occurs, we will respond accurately to minimize the impact on business.
| Evaluation Item | Requirement | Evaluation / Measurement Method | Target |
|---|---|---|---|
| Virus countermeasures | Detection of viruses | Evaluation: notification time (minutes) | 60 minutes after detection |
| Time from detection of a virus to the start of response | |||
| Unauthorized access detection | Recognition of and response to unauthorized access | Evaluation: notification time (minutes) | 60 minutes after unauthorized access |
| Time from an unauthorized access event to detecting the situation and notifying | |||
| User authentication management | Management of user accounts | Evaluation: reviews carried out on schedule | Conducted in early each month |
| Inventory of account information and verification via reviews carried out within the deadline |
■ Service Quality Level
Monthly service uptime of 98.00% or higher.
■ Security
(1) Data Encryption
All transmission data is encrypted.
(2) Vulnerability Response
Vulnerability tests by third-party organizations are conducted regularly.
■ Availability and Reliability
(1) Service Hours
24 hours a day, 365 days a year (excluding scheduled downtime such as regular maintenance).
Scheduled maintenance is as follows:
- December 29, 00:00 – January 4, 00:00
During regular maintenance, the service cannot be used. Please be aware in advance.
(2) Planned Outages
Notified one week in advance on the login page.
(3) Redundancy
All servers, networks, storage, and data are redundant.
■ Data Management
(1) Data Center Location
Uninote entrusts its servers to cloud services. It operates in data centers in Hokkaido or East Japan.
(2) Backup
Customer data is backed up daily between 2:00 AM and 4:00 AM.
Backups are entrusted to a cloud service provider separate from the production servers and operated in a data center in Tokyo.
(3) Data Erasure
Data is erased the day after cancellation. Backup data is fully erased about two weeks after data erasure.
(4) Handling of Administrators
In line with the management structure defined in our internal information security policy, we limit the administrators who can access data.
■ Version Upgrades
Minor fixes and version upgrades of the service are performed frequently and as needed.
Minor fixes are applied as needed without prior notice.
Modifications that noticeably change the user experience or version upgrades of the service will be communicated to each tenant by the person in charge and scheduled according to the tenant's business schedule.
■ How Uptime Is Calculated
The monthly uptime of Uninote is calculated using the following formula.
Monthly uptime = (Total monthly operating hours − Cumulative outage time) ÷ Total monthly operating hours × 100
*Total monthly operating hours refers to the period from the first to the last day of the calendar month.
■ Cumulative Outage Time
Cumulative outage time refers to the time during which any of the following conditions (collectively, "failures") occurred, either as reported by us in the failure information on our website or as the user can prove.
- A state in which the user is entirely unable to access the Uninote server
- A state in which the user is entirely unable to make phone calls from the Uninote server
- *Recording is an add-on service and is not included in the cumulative outage time (can be added as an option).
■ Reductions Based on Uptime
If the monthly uptime of the "Uninote" service used by the user falls below 98.00%, we will reduce the service fees (limited to "service fee + disk fee") for the portion that did not meet the uptime.
■ SLA Exceptions
Even if the requirements of Sections 1 and 3 are met, we will not apply a reduction in the following cases:
- Maintenance that we deem necessary and announce in advance, or carry out on an emergency basis
- Failures occurring in the month prior to, or the month of, the termination of the relevant Uninote usage contract
- Cases caused by the user's violation of the terms set by us
- Failures caused by the OS, drivers, middleware, or other environments built by the user on Uninote
- Cases caused by issues outside our managed facilities, such as the user's client PC environment or Internet environment
- Cases caused by the specifications of "Uninote," such as server stoppages due to plan changes
- Delays in access or processing due to plan mismatches
- Cases caused by attacks or interference from third parties
- Cases in which the user cannot prove the time during which a failure continued
- Cases due to fire, power outages, earthquakes, floods, tsunamis, war, civil unrest, or riots
- Cases caused by a decline in the quality of the service equipment, disks, or other hardware or network lines for reasons not attributable to us
- Failures caused by legacy storage
- Failures caused by DHCP use on shared segments by the user
- Other cases where we determine that service provision needs to be interrupted
Application for reduction based on uptime
■ Application
If the user believes that the monthly uptime of their Uninote usage has fallen below 98.00%, they must notify us of the fact by the 15th day of the following month using the form specified by us.
Based on such application, only if we determine, after investigation, that the monthly uptime of the relevant Uninote in that month fell below 98.00% due to a cause attributable to us, we will apply the reduction set forth in Section 1.
The reduction is made by deducting the reduced amount from the Uninote usage fee invoice for the month following the month in which the cause of the reduction arose, or later.
■ How to Apply
If your monthly service uptime falls below 98.00%, please file a "reduction application" using the following method.
Please fill in the required information and send it to the email address below.
Use "Uninote Reduction Application" as the subject and include the following items:
Your company name
Your point of contact
Date and time the failure occurred
Date and time the failure was resolved
Your service operating hours
■ Support
Hours
The support desk hours for this service are Monday to Friday, 10:00 to 19:00. Saturdays, Sundays, public holidays, and year-end/new-year holidays (December 29 – January 3) are outside the support desk hours.
Channel
Uninote Service Desk [https://help.uninote.ai]