One Canon Plaza

Lake Success, NY 11042

www.ciis.canon.com

Service Level Agreement

CBIO Service Level Agreement | 07/14/15

 1. Service Level
1-1. Available Time: Twenty-four hours a day, seven days a week
1-2. Service Level:
The downtime shall not be more than 24 hours in a row.
The uptime percentage shall be 99% per year.
The downtime of the Cloud Service caused by any of the following events shall not be included in
the downtime and/or uptime ratio mentioned above:
(a) temporary or urgent maintenance for the Cloud Service or System which is not attributable to
Canon

(b) destruction of the System or its infrastructure by any third party;

(c) disturbance of providing the Cloud Service by any third party;
(d) unavailability of communication line caused by communication provider or any third party;

(e) vulnerabilities in the System, whether noticed or unnoticed;

(f) destructive accident of the System or the infrastructure of the System which Canon could not be
notified;

(g) force majeure events or a risk of occurrence thereof; or

(h) any other events caused by any reason not attributable to Canon .

2. Operation
2-1. Maintenance:
Temporary Maintenance
- Two weeks prior to performing temporary maintenance: Canon will notify on website.
Urgent Maintenance (which shall be limited to the maintenance for any issue affecting the
continuity of provision of the Cloud Service.)
- Prior to performing urgent maintenance: Canon will notify on website.
2-2. Failure Response:
Response to failure of the System: twenty-four hours a day, seven days a week.
2-3. Security:
Monitoring:
- Detection of the disclosed server for the Cloud Service being tampered.
System:
- Performing temporary maintenance on a timely basis when security is required.
- Performing a security assessment in every three month.
- Checking any unauthorized access.
- Preservation period of the operation log: five years.
Operational Structure of the System:
- The third party certifications obtained by the Subcontractors are as follows:
P mark (Privacy mark governed by JIPDEC, Japan Institute for Promotion of Digital
Economy and Community), ISO9001, ISO14001, ISO20000, ISO/IEC27001

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 2-4. Performance:
Canon will monitor the operating status of the Cloud Service regularly and conduct
maintenance/enhancement of performance, including upgrade of hardware, if necessary.
2-5. Data Preservation
primary preservation: Redundant disks
secondary preservation: backup on an outside storage device (data can be restored from one day
before at maximum)
2-6. Disaster Recovery System in Data Center
Operation at the Subcontractors data center equipped with various disaster measures.
(a) Countermeasure against lasting power outage:
- utilize separate Transformer substations
- Dual power feeding systems
- Redundant UPS systems
- In-house power generators
- Multiple supplier agreements of heavy oil (with 3 companies)
(b) Countermeasure against earthquake
- A seismically isolated structure
(c) Countermeasure against a shortage of water
- In-house water tank with a capacity of 1,400ton
(d) Countermeasure against fire
- N2 gas fire extinguisher system
- High sensitive smoke detection system
- Close to a fire station (7 minutes distance by car)
(e) Countermeasure against lighting
- CVCF facilities
- Protection level 1 (JIS A 4201)
(f) Countermeasure against water leakage/flood
- Raised floor 3.7m in height on the ground floor from the ground level
- Water detection system
- Water leak detection system
- surrounded by Watertight bank

3. Support Service
3-1. Contact (helpdesk): fpsupport@ciis.canon.com
Hours: 9am-5pm (Eastern Time)
Standard Response time: Within 1 business day.

(End)

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