Service Level Agreement

1. Service Provision

We, as well as those who provide NtSaaS services on our behalf, shall understand the duties and responsibilities based on our operational regulations and engage in providing the service accordingly.

2. Account Management

In accordance with our account management rules, we strictly manage the accounts used for tasks such as building, modifying, deleting, and maintaining the NtSaaS environment. These accounts are managed separately from the user accounts used by customers for business purposes. The creation, management, and deactivation of user accounts on the NtSaaS application are the responsibility of the customer.

3. Data Management

In accordance with our operational rules, we manage data as follows:

• Storage of Deposited Data
• Deposited data is stored on cloud services designated by us (e.g., Amazon Web Services) and, in principle, limited to regions within Japan.
• However, based on a contract with the customer or individual consent, it may be stored in regions outside Japan when necessary.

• Backup
• Input data and calculation result files used in measurement operations on NtSaaS shall be backed up and managed by the customer.
• For the purpose of stable service operation and recovery from failures, we regularly back up the data necessary for service operation (including cloud service data, applications, and environment configuration information). However, this does not guarantee the restoration of individual files or data recovery to a specific point in time.
• We aim to conduct daily backups and achieve a Recovery Point Objective (RPO) of within 24 hours.
• Backup data is retained for at least three generations (three days).
• NtSaaS provides a designated download function that allows customers to obtain their input data and calculation result files. Customers shall use this function as needed to obtain and store data under their own responsibility.

• Encryption Targets
• Communications when accessing the service (information exchanged between the customer environment and NtSaaS) are encrypted via TLS or similar.
• Deposited data (e.g., input data, calculation results, operational logs, and other sensitive information) is encrypted at rest (using the encryption features of the cloud service).

• Intellectual Property Rights and Data Ownership
• The intellectual property rights, ownership rights, and usage rights of the data entered or stored in NtSaaS (hereinafter referred to as “Customer Data”) belong to the customer who provided said data.
• We may access and use such Customer Data only with the explicit consent of the customer or within the scope necessary to provide the service.
• Even if not explicitly stated in the service license agreement or similar, we will operate while respecting the above principles.

4. Availability

Based on the customer’s business and system requirements, our basic policy is to provide an optimal service environment that balances convenience and cost.

• Service Availability
• We aim for an annual availability rate of 99.9% and strive to maintain availability.
• This availability target is not a guaranteed value. In calculating availability, scheduled maintenance and emergency response periods that were notified in advance are excluded.

• Scheduled Maintenance and Emergency Response
• In principle, customers will be notified in advance.
• As a rule, maintenance is carried out during our support and service hours.

• Upgrade Policy
• Upgrades involving changes to functionality that affect customers will be communicated to them in advance.
• Upgrades to the system environment (OS, middleware, etc.) are carried out based on a schedule determined by us.

• Disaster Recovery (DR)
• In principle, we do not implement geographically redundant backup systems in multiple regions.
• Recovery will be performed by rebuilding the system within a designated region to restore the service.

5. Reliability

We thoroughly enforce the following items to improve the reliability of NtSaaS.

• Recovery Time Objective (RTO)
• We aim for recovery within 24 hours and strive for rapid restoration in the event of service disruptions.
• Maintenance is, as a rule, performed during our support and service hours.

• These are operational targets and not guaranteed values. Furthermore, disruptions caused by natural disasters, large-scale disasters, or other force majeure events beyond our reasonable control are exempt from these targets.

• Log Collection
• Collected logs:
• Operation logs (records of actions such as login/logout, file operations, calculation executions, user management, including username, operation date and time, workspace used, IP address, browser information, etc.)
• Application logs
• Access logs

• Retention Period:
• 12 months
• Operation logs can be viewed and downloaded from the audit screen within NtSaaS.

• Monitoring
• We conduct monitoring based on internal standards to grasp the service status and detect issues early.

6. Security

We strive to ensure information security and continuous improvement in the operation of NtSaaS. The main policies are as follows:

• Implementation of Security Measures
• Based on the shared responsibility model of the infrastructure environment used as the foundation for cloud services (e.g., AWS), we implement appropriate access control, encryption, log monitoring, and other measures at the service layer.

• Access Rights Management
• Access to information assets handled by our employees is limited to the scope necessary for their duties, with appropriate authentication, logging, and auditing.

• Response to Information Security Incidents
• In the event of a security incident (such as unauthorized access or suspected data leakage), we promptly investigate and respond. If there is a potential impact on customers, we notify them according to the contract or pre-agreed method and implement preventive measures as needed.

• External Notification and Legal Compliance
• If required by law or contract, we appropriately report to relevant authorities and notify customers.

7. Support and Services

Our support and service details are as follows:

• Support and Service Hours
• Weekdays Monday through Friday, 9:00 AM to 5:00 PM Japan Standard Time (excluding year-end and New Year holidays from December 30 to January 3)

• Contact Methods
• Support via email or telephone

• Operational Reports
• Monthly reports summarizing the service operational status are provided.

8. Usage Environment

The environment for using NtSaaS is as follows, and customers shall not use NtSaaS in environments different from these. The versions available are designated by us.

• Windows Client

• The following web browsers or NtSaaS clients:
• Google Chrome, Microsoft Edge