The service provided to the customers through enebular is being operated
based on the following Service Level Objectives.

Availability and Reliability

Service hours

・As a general rule 24 hours a day, 365 days a year (except for unavailable time during maintenance)

Maintenance

・Maintenance of the service, such as updates and security fixes will be carried out by the Company.
・In addition, maintenance may be carried out on an as-needed basis and may result in unplanned downtime, during which the service will not be available. Please note that emergency maintenance may be conducted without prior notice to users.

Update policy

・Updates will be made when deemed necessary and appropriate at our sole discretion.

Schedule service outage notifications

・In case the service needs to be shut down for maintenance, prior notice will be given on the enebular werbsite or via email no later than seven days in advance as a general rule.
・In case 7-days’ notice cannot be given due the shut-down of the service being irregular or urgent, notification will be made at the earliest timing possible on the enebular website or via email.

Redundancy

・Redundancy is built-in by using multiple servers.

Data Management

Access to data

・Operators that access data stored in enebular are limited to those with authorization granted in accordance with the Information Security Policy and operation manual pre-established by the Company.

The environment in which data is handled

・The environment is properly maintained in accordance with the Information Security Policy and operation manual pre-established by the Company.

Data redundancy

・Data redundancy is built-in by using multiple servers.

Use of data

・Data stored in enebular may be kept and used to improve the quality of our service after being processed in a way that prevents identification of individuals.

Use of system logs*1

・System logs may be used for operation and maintenance in accordance with the Information Security Policy and operation manual pre-established by the Company.

Retention period of system log backup data

・Backup is created once a month. Retention period of backup data is three years from the day it is created.

Erasure of system logs

・System logs that are one year older from the date of creation are deleted from the service environment.
・Backup of system logs will be erased after three years from the date of creation of original logs.

Retention period of user data backup

・Backup of user data is created every day. Retention period of backup data is 14 days from the day it is created.

Erasure of user data

・When a user account is deleted, the Company may, at its own discretion, delete the user data (including those backed up).

Retention period of execution environment log backup*2

・Backup is created once a month. Retention period of backup data is one year from the day it has been created.

Erasure of execution environment logs

・execution environment logs will be erased from the service environment after one month from the day it has been created.
・Backup of execution environment logs will be erased after one year from the time it has been created.

※1 System log refers to log output data which enebular’s application logs and hosting servers operate in relevance.
※2 Execution environment logs refer to cloud execution environment, agent execution environment, and device logs.

Security

Acquisition of official certification

・Our company is certified with the Privacy Mark and continue to strive for the protection of personal information.

Audit

・We perform periodical audits according to our internal regulations and take measures to deal with vulnerability and security issues.

Encryption of communication

・All data is transmitted in encrypted form.

Encryption of credential information

・Credential information such as passwords is stored in encrypted form.

In Case of Failure

When and how notification of failure is provided

・Service failure will be notified immediately after being detected, on the enebular website or via email.

Failure remediation

・Failure remediation measures will be taken in accordance with our support manual upon detection of the failures.

In Case of Non-Fulfillment

The Company shall make best efforts within the scope deemed commercially reasonable to fulfill the Service Level Objectives but shall not be held liable in any way in case the Service Level Objectives are not achieved.

Support

Scope of support

・enebular cloud service
・enebular-agent and enebular editor

Service hours

・Monday – Friday, 10 am – 1 pm / 2 pm – 6 pm
(JST; support is unavailable during the New Year holidays, on Saturdays & Sundays, national and company holidays)

Inquiries

・For inquiries please contact support@enebular.com or fill in and send the enebular inquiry form.