In regards to security in cloud services

Our SaaS business is fundamentally built on the trust of our customers. At Questetra, we believe it is of utmost importance to thoroughly eliminate the possibilities of ‘information leakage’ and ‘misuse of information’ when entrusted with data owned by our clients.

2. Integrity

We protect our customers’ data.

Questetra selects and operates cloud infrastructure capable of delivering high-quality services in a SaaS format. Currently, many of our services utilize the infrastructure of Amazon Web Services. However, for security reasons, details about individual system components are kept confidential. Communications are processed by multiple applications with varying degrees of resource sharing (multi-tenancy levels), and customer data is added, accessed, updated, or deleted solely through customer system operations. Customers can also download their data in bulk in formats like CSV (excluding file-type data) as needed. Additionally, customer data is automatically backed up at a frequency of at least daily, for each customer. The final backup data is stored in highly durable storage (object durability of eleven nines: one in ten billion).

3. Availability

We aim to provide 24-hour service.

Questetra continually enhances its system, comprised of virtualized server clusters and over 200 types of applications, with mechanisms to improve fault tolerance and availability. Additionally, we have established external mechanisms to detect ‘system downtimes’ and ‘system alerts’, enabling us to respond swiftly to any incidents and promptly inform our customers in case of any disruptions.

1. Confidentiality

We do not access our customers’ data.

Employees at Questetra access data owned by our customers only when explicitly authorized by the customers themselves. For resolving issues in routine technical support, we request the creation of test accounts. Furthermore, regarding our customers’ personal information, we operate under a ‘Privacy Policy’ that aligns with OECD guidelines, using this data exclusively for defined ‘purposes of use’ such as responding to inquiries.

About the Information Security Management System (ISMS)

Overview of Certification Registration

Certification Criteria	JIS Q 27001:2023 (ISO/IEC 27001:2022)
Certification Registration Number	IS 728211
Scope of Certification Registration	Cloud Workflow “Questetra BPM Suite”, Consulting for Business Process Management
Scope of Application	Questetra, Inc. 206 Takamiya-cho Oike Bldg. 4th Fl. Nakagyo-ku Kyoto 604-0835 JAPAN
Initial Registration Date	September 3, 2020
Certification Body	BSI Group Japan K.K.

Information Security Policy

Fundamental Philosophy

Questetra, Inc. (hereafter referred to as ‘our company’) operates its business with the philosophy of ‘contributing to business innovation worldwide through the creation of software.’

The information assets we handle in our business, including our customers’ information, are extremely important as the foundation of our company’s management. Recognizing the importance of protecting these information assets from risks such as leakage, damage, and loss, everyone handling these assets, including our executives and employees, will adhere to this policy and engage in activities to maintain information security, ensuring the confidentiality, integrity, and availability of information assets.

Basic Policy

To protect our information assets, we have established an Information Security Policy and related regulations. We conduct our operations in accordance with these guidelines, and we adhere to relevant laws, regulations, and other norms related to information security, as well as the terms of our contracts with customers.
We establish clear criteria for analyzing and evaluating risks such as leakage, damage, loss, and others to our information assets. We also establish a systematic risk assessment method and conduct regular risk assessments. Based on the results, we will implement necessary and appropriate security measures.
We establish an information security structure led by responsible officers, clearly defining the authority and responsibilities regarding information security. Additionally, all employees undergo regular education, training, and awareness programs to ensure they recognize the importance of information security and handle information assets appropriately.
We regularly conduct inspections and audits to assess compliance with the information security policy and the handling of information assets. Any identified deficiencies or areas for improvement are promptly addressed and corrected.
We take appropriate measures in response to information security events and incidents. In the event of their occurrence, we have established response procedures in advance to minimize the impact, and in case of emergencies, we respond promptly and implement necessary corrective actions. Additionally, for incidents that may involve business disruptions, we have established a framework for their management and ensure business continuity through regular reviews.
We establish an Information Security Management System with defined goals to achieve the fundamental philosophy, and we execute it while continuously reviewing and making improvements.

Established on June 8, 2020
Questetra, Inc.
Director & CEO　IMAMURA, Genichi

Service Uptime Performance

※ The incidents measured refer to situations where the system has no connectivity with the outside.
※ For each tenant, ‘(Service Hours – Downtime) / Service Hours’ is automatically measured.
※ This list includes the average values for all tenants (excluding free tenants).
※ Planned shutdowns are not included in the ‘Downtime.’
※ For specific incident details, please refer to the ‘Announcements: Issues, Incidents, Scheduled Maintenance’ on the user support site.

2026

2026-01: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2026-02: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2026-03: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)

2025 Annual Performance： 99.999%

2025-01: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-02: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-03: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-04: 99.985% (Failure on all tenants: 0 min, Partially: 28 min)
2025-05: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-06: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-07: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-08: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-09: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-10: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-11: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2025-12: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)

2024 Annual Performance： 99.999%

2024-01: 99.999% (Failure on all tenants: 0 min, Partially: 19 min)
2024-02: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-03: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-04: 99.998% (Failure on all tenants: 0 min, Partially: 41 min)
2024-05: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-06: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-07: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-08: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-09: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-10: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-11: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2024-12: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)

2023 Annual Performance： 99.999%

2023-01: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2023-02: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2023-03: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2023-04: 99.999% (Failure on all tenants: 0 min, Partially: 32 min)
2023-05: 99.999% (Failure on all tenants: 0 min, Partially: 13 min)
2023-06: 100.000% (Failure on all tenants: 0 min, Partially: 6 min)
2023-07: 100.000% (Failure on all tenants: 0 min, Partially: 10 min)
2023-08: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2023-09: 100.000% (Failure on all tenants: 0 min, Partially: 3 min)
2023-10: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2023-11: 100.000% (Failure on all tenants: 0 min, Partially: 6 min)
2023-12: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)

2022 Annual Performance： 99.999%

2022-01: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2022-02: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2022-03: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2022-04: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2022-05: 99.998% (Failure on all tenants: 0 min, Partially: 17 min)
2022-06: 100.000% (Failure on all tenants: 0 min, Partially: 10 min)
2022-07: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2022-08: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2022-09: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2022-10: 100.000% (Failure on all tenants: 0 min, Partially: 21 min)
2022-11: 99.999% (Failure on all tenants: 0 min, Partially: 55 min)
2022-12: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)

2021 Annual Performance： 99.998%

2021年01月: 100.000% (Failure on all tenants: 0 min, Partially: 4 min)
2021年02月: 100.000% (Failure on all tenants: 0 min, Partially: 4 min)
2021年03月: 100.000% (Failure on all tenants: 0 min, Partially: 21 min)
2021年04月: 100.000% (Failure on all tenants: 0 min, Partially: 5 min)
2021年05月: 100.000% (Failure on all tenants: 0 min, Partially: 2 min)
2021年06月: 99.999% (Failure on all tenants: 0 min, Partially: 8 min)
2021年07月: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2021年08月: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2021年09月: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2021年10月: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2021年11月: 99.983% (Failure on all tenants: 0 min, Partially: 7 min)
2021年12月: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)

2020 Annual Performance： 99.999%

2020-01: 100.000% (Failure on all tenants: 0 min, Partially: 1 min)
2020-02: 99.998% (Failure on all tenants: 0 min, Partially: 14 min)
2020-03: 100.000% (Failure on all tenants: 0 min, Partially: 3 min)
2020-04: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2020-05: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2020-06: 99.999% (Failure on all tenants: 0 min, Partially: 32 min)
2020-07: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2020-08: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2020-09: 99.997% (Failure on all tenants: 0 min, Partially: 21 min)
2020-10: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2020-11: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2020-12: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)

2019 Annual Performance： 99.998%

2019-01: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2019-02: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2019-03: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2019-04: 99.986% (Failure on all tenants: 0 min, Partially: 157 min)
2019-05: 100.000% (Failure on all tenants: 0 min, Partially: 28 min)
2019-06: 99.998% (Failure on all tenants: 0 min, Partially: 94 min)
2019-07: 99.992% (Failure on all tenants: 0 min, Partially: 78 min)
2019-08: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2019-09: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2019-10: 100.000% (Failure on all tenants: 0 min, Partially: 23 min)
2019-11: 100.000% (Failure on all tenants: 0 min, Partially: 0 min)
2019-12: 100.000% (Failure on all tenants: 0 min, Partially: 24 min)

2018 Annual Performance： 99.999%

2018-01: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-02: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-03: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-04: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-05: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-06: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-07: 99.994% (Failure on all tenants: 0 min, Partially: 39 min)
2018-08: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-09: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-10: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-11: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2018-12: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)

2017 Annual Performance： 99.999%

2017-01: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-02: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-03: 99.991% (Failure on all tenants: 4 min, Partially: 0 min)
2017-04: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-05: 99.999% (Failure on all tenants: 0 min, Partially: 34 min)
2017-06: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-07: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-08: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-09: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-10: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-11: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2017-12: 99.999% (Failure on all tenants: 0 min, Partially: 29 min)

2016 Annual Performance： 100.00%

2016-01: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-02: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-03: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-04: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-05: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-06: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-07: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-08: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-09: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-10: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-11: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2016-12: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)

2015 Annual Performance： 99.953%

2015-01～03: 100.00% (Failure on all tenants: 0 min, Partially: 6 min)
2015-04～06: 99.999% (Failure on all tenants: 0 min, Partially: 35 min)
2015-07～09: 99.992% (Failure on all tenants: 0 min, Partially: 111 min)
2015-10～12: 99.833% (Failure on all tenants: 221 min, Partially: 0 min)

2014 Annual Performance： 99.977%

2014-01～03: 99.992% (Failure on all tenants: 0 min, Partially: 48 min)
2014-04～06: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2014-07～09: 100.00% (Failure on all tenants: 0 min, Partially: 0 min)
2014-10～12: 99.917% (Failure on all tenants: 110 min, Partially: 0 min)

2013 Annual Performance： 99.851%

2013-01～03: 99.969%
2013-04～06: 100.00%
2013-07～09: 99.441%
2013-10～12: 100.00%

2012 Annual Performance： 99.990%

2012-01～03: 100.00%
2012-04～06: 100.00%
2012-07～09: 99.963%
2012-10～12: 100.00%

2011 Annual Performance： 99.917%

2011-01～03: 99.932%
2011-04～06: 99.817%
2011-07～09: 99.947%
2011-10～12: 99.970%

2010 Annual Performance： 99.927%

2010-01～03: 100.00%
2010-04～06: 100.00%
2010-07～09: 99.713%
2010-10～12: 100.00%

2009 Annual Performance： 99.743%

2009-09～12: 99.743%
Commencement of Cloud Service (SaaS)：2009-09

Information Security Policy and Controls