Incident Lake
Service Level Agreement (SLA)

This Incident Lake Service Level Agreement (hereinafter referred to as the “SLA”) constitutes the terms and conditions applicable to the User Agreement (hereinafter referred to as the “Incident Lake User Agreement”) between SIGQ Co., Ltd. (hereinafter referred to as the “Company”) and the service user (hereinafter referred to as the “Registered User”).Unless otherwise specified in this SLA, this SLA is subject to the terms of the Incident Lake User Agreement, and terms defined in the Incident Lake User Agreement shall have the same meaning in this SLA. The Company reserves the right to modify the terms of this SLA in accordance with the Incident Lake User Agreement.

As a general rule, SLAs are established uniformly for the entire Incident Lake; however, specific features may have their own SLAs. In such cases, the feature-specific SLAs take precedence over the general SLA.

We will make every effort to ensure that the monthly uptime percentage (as defined below) for each billing period is 99.5% or higher. If any of the applicable products or services fail to meet the service commitment, registered users will be eligible to receive the service credits specified below.

• Scheduled Suspension: This refers to a suspension of all or part of the Service that we carry out on a scheduled basis for system maintenance, inspection, updates, or other purposes, and for which we generally notify registered users at least three business days in advance. However, we may implement an emergency suspension without prior notice due to urgent security measures or other unavoidable circumstances; in such cases, we will endeavor to notify registered users in advance or afterward to the extent possible. Emergency suspensions shall be treated as part of scheduled suspensions.

•  Monthly Available Hours: The total number of hours for the applicable month, excluding scheduled downtime. Please note that if scheduled downtime is extended beyond the originally announced period, the extended duration will not be included in the monthly available hours.

• Downtime: This refers to a state in which all incident management functions (viewing, creating, and updating incidents) and the management interface become simultaneously and completely unavailable for a continuous period of 5 minutes (300 seconds) or longer, starting from the time the Company detects the outage.If only some functions are unavailable, if the issue is limited to partial restrictions on certain functions, or if the issue is limited to reduced response times or other performance issues, such cases shall not be considered a "downtime."

• Monthly Downtime: The total number of hours classified as "downtime" during the month in question.

•  Monthly uptime percentage: The percentage obtained by dividing the time remaining after subtracting monthly downtime from monthly uptime by the total monthly uptime.

*(Monthly uptime – Monthly downtime) / Monthly uptime × 100 (%)

If the monthly uptime percentage does not meet the service commitment, we will issue service credits (discounts on usage fees) proportional to that percentage.

• Service credits will be automatically applied to the most recent service fee invoice issued by us to registered users following their issuance. If no such invoice is issued following the issuance of the credit due to an annual contract or other prepaid agreement, the credit will be applied to the service fees at the time of the next contract renewal. If the contract is not renewed and terminates, we will refund the applicable amount via bank transfer.

• The calculation of the service credit amount applies only to the fixed-rate system fees included in the Incident Lake usage charges. Initial fees, variable charges, and non-system fees are excluded from the calculation of the service credit amount. Additionally, in cases where usage fees are set on a basis other than a monthly rate (such as annual contracts), the service credit amount will be calculated by multiplying the service credit rate by the equivalent monthly amount of the applicable fixed-rate system fees (for annual contracts, this is the annual amount divided by 12).

Monthly Available Time Percentage and Service Credit Rate

• 99.0% or more but less than 99.5%: 5%

• 95.0% or more but less than 99.0%: 10%

• 90.0% or higher but less than 95.0%: 20%

• Less than 90.0%: 30%

At Incident Lake, we monitor system status in real time and automatically publish details of any outages when they occur.

Please check the following page for the current status of Incident Lake.

https://incidentlake.statuspage.datadoghq.com/

Assuming a planned 6-hour outage occurred on June 5, followed by outages of 3 minutes on June 10, 20 minutes on June 15, and 40 minutes on June 20.

Monthly available time (in minutes)

Total monthly hours: 60 minutes × 24 hours × 30 days = 43,200 minutes

Scheduled downtime: 60 minutes × 6 hours = 360 minutes

Monthly available time: 43,200 − 360 = 42,840 minutes

Monthly downtime (in minutes)

• June 5: 0 minutes (due to a scheduled outage)

• June 10: 0 minutes (since it was less than 5 minutes)

• June 15: 20 minutes

• June 20: 40 minutes

Total for June: 60 minutes

Monthly availability rate: (42,840 − 60) / 42,840 × 100 = 99.86%

Therefore, this month's uptime meets the service level commitment.

As a general rule, Incident Lake provides support exclusively through the support chat service in the admin panel, as well as via Slack, Teams, and similar platforms.

Inquiries made via email or telephone are not covered by this SLA.

To claim service credits under this SLA, you must submit a request to us by the end of the month following the occurrence of the eligible outage. Requests must be submitted via email or chat and must include the following information:

• The phrase "Use of Service Credits"

• The date and time the outage that resulted in the service credit occurred

If we confirm that the conditions for issuing service credits have been met, we will apply the applicable amount to the next invoice issued to the registered user following the date of confirmation. If no invoice is issued by us after the date of confirmation due to an annual contract or other prepaid agreement, the amount will be applied to the service fees at the time of the next contract renewal. If the contract is terminated without renewal due to cancellation or other reasons, we will refund the applicable amount via bank transfer.

This SLA does not apply in the following cases.

1. Features released as alpha or beta versions

2. Features listed as "not covered by warranty" or "not supported" in related documentation, such as on the support site

3. The following errors

   ・Errors caused by factors beyond our reasonable control (including outages of third-party services such as Google Cloud, Slack, and email delivery services)

   ・Errors caused by incorrect settings made by registered users

   ・Errors occurring on registered users' devices, networks, or integrated systems that are not caused by Incident Lake

   ・Errors caused by fraudulent activity or conduct that violates the Incident Lake Terms of Service