(English Translation Only)
The translation below is provided for your convenience only. If there is any discrepancy
between the translation in English and the original Japanese text (including due to the delay intranslation), the original Japanese text takes precedence.

HENNGE One End User Terms of Service
Article 1 (Purpose and Scope of the Agreement)
1. This HENNGE One End User Terms of Service ("TOS") sets forth the content as well as theterms and conditions to provide the HENNGE One Service ("Service") which is provided by
HENNGE K.K. (“HENNGE”) in order to improve the email transmission as well as usability ofother electronic devices.
2. TOS shall be applied to End User who utilizes the Service based on the agreement (“UseAgreement”) executed with a party who accepted sales of the Service on consignment by
HENNGE (including a party who are re-consigned by such consignee and a party further
consigned by such re-consignee, “Sales Consignee”).
Article 2 (Service Content)
1. Service shall mean either a part or all of the (1) HENNGE Email DLP, (2) HENNGE EmailArchive, (3) HENNGE Access Control, (4) HENNGE Secure Browser, (5) HENNGE Device
Certificate, (6) HENNGE Lock, (7) HENNGE Connect, (8) HENNGE Secure Transfer, and (9)HENNGE Cloud Protection. The details of each service shall be defined in the Paragraph 1 of
the Exhibit hereto.
2. HENNGE shall provide End User with such support service as set forth in the Paragraph 3
and 4 of the Exhibit hereto as an ancillary service to the Service.
Article 2 part 2（HENNGE Early Access Program）
1. HENNGE Early Access Program (hereinafter “HENNGE EAP”) is a test program which End
User may utilize new features, new products and new services (hereinafter “Beta Versions”)
developed by HENNGE on a trial basis before they are officially launched. By executing TOS, End
User shall be deemed as agreeing to participate in HENNGE EAP, as well as to accept the content
and the terms and conditions set forth in HENNGE Early Access Program Terms of Service(https://support.hdeone.com/hc/ja/articles/4402391851417, hereinafter “HENNGE EAP TOS”)
separately prescribed by HENNGE.
2. The Beta Versions are not included in the Service herein and with respect to participation in
HENNGE EAP and trial use of the Beta Versions, HENNGE EAP TOS shall supersede TOS
and apply to such participation and trial use.
3. The Beta Versions are not covered by the Support Service as provided in the Paragraph 3
and 4 of the Exhibit hereto.
Article 2 part 3 (HENNGE One API)
1.
HENNGE One API is an API to work with HENNGE One provided by HENNGE.
2.
HENNGE One API Terms of Use( https://support.hdeone.com/hc/ja/articles/17922669164697 ) shall take precedence over the
TOS with respect to the use of HENNGE One API.
3.
HENNGE One API is not included in the scope of the support services specified in
Exhibit 3 and Exhibit 4.
Article 3 (Linkage with External Service)
1. As the Service is provided, End User may link and utilize an external service platform which
is approved by HENNGE (“External Platform Service”) in conjunction with the Service;provided however HENNGE provides no guarantee that such linkage and utilization of theService in conjunction with the External Platform Service will work in actuality.
2. HENNGE shall not be liable in any manner or form with respect to any damage which may
arise due to failure of the External Platform Service.
3. Matters related to Google Workspace (*1) provided by Google LLC shall be subject toGoogle Workspace Terms of Service(http://www.google.com/apps/intl/ja/terms/reseller_premier_terms.html). For any matter which
is not set forth in the Google Workspace Terms of Service, TOS shall apply mutatis mutandis.
4. Matters related to Microsoft 365 (*2) provided by Microsoft Corporation shall be subject to
Microsoft Service Agreement (https://www.microsoft.com/en/servicesagreement/). For any
matter which is not set forth in the Microsoft 365 Service Agreement, TOS shall apply mutatis
mutandis.
5. Matters related to Cybertrust Device ID (*3) provided by Cybertrust Japan Co., Ltd. shall be
subject to the Cybertrust Device ID Terms of Use(https://www.cybertrust.co.jp/deviceid/repository/CybertrustDeviceiD_Terms_v2.0.pdf). For
any matter which is not set forth in the Cybertrust Device ID Terms of Use, TOS shall apply
mutatis mutandis.
6. Matters related to WithSecure™ Elements Collaboration Protection (※6) provided by
WithSecure Corporation shall be subject to the license agreement(https://www.withsecure.com/jp-ja/about-us/legal/terms) and other terms and conditionsprescribed by WithSecure Corporation. For any matter which is not set forth in the abovementioned license agreement as well as other terms and conditions provided by WithSecure
Corporation, TOS shall apply mutatis mutandis.
7. Matters related to ngrok (※7) provided by ngrok Inc. shall be subject to the ngrok terms ofservice (https://ngrok.com/tos). For any matter which is not set forth in the ngrok terms ofservice, TOS shall apply mutatis mutandis.
8. Matters related to Box (*8) provided by Box Inc. shall be subject to the Box terms of service(https://www.box.com/ja-jp/legal/termsofservice). For any matter which is not set forth in the
Box terms of service, TOS shall apply mutatis mutandis.
9. Matters which are related to other external service platforms than those listed above andwhich are not approved by HENNGE to be linked and utilized shall be subject to the terms andconditions for use and so on of the relevant service providers. For any matter which is not set
forth in such terms and conditions for use, TOS shall apply mutatis mutandis.
Article 4 (Configuration and Maintenance of Facilities to Utilize Service)
1. End User shall, at its own cost and responsibility, set up and manage End User's facilities insuch a manner that they are compliant to conditions designated by HENNGE and shall maintainsuch environment to utilize the Service.
2. End User shall, at its own cost and responsibility, connect its facilities to the internet utilizing
the telecommunication service provided by any telecommunications carrier in order to utilize
the Service.
3. In the event of any problem with End User 's facility, internet connectivity or with any
environment which are set forth in the preceding paragraph to utilize the Service, HENNGE
shall have no obligation to provide the Service to End User.

Article 5 (Utilization by HENNGE One Account Users)
1. Utilization of the Service shall be limited to officers as well as employees of End User andEnd User affiliates (regardless of their form of employment, those who engage in business
operations of End User or End User’s affiliates and including their temporary workers
dispatched from staffing agencies and their contractors; hereinafter collectively “HENNGE One

Account Users”) and within the part of facility which is allocated to End User (“Tenant”)
among the facility which is set up by HENNGE to provide the Service (HENNGE Facility).
2. As End User makes the Service available to HENNGE One Account Users, End User shall,
under its own responsibility, explain to HENNGE One Account Users the conditions of theService to be provided hereunder, obtain their consent, and shall be liable for such HENNGE
One Account Users' compliance with the same obligations as End User bears hereunder.
3. End User shall consent that the utilization of the Service by HENNGE One Account Users
who belong to the Tenant which is maintained by such End User shall be deemed as the End
User's own utilization of the same and shall be liable for all the events which take place on such
HENNGE One Account Users' end. In the event that HENNGE One Account Users breach anyof the items listed in the Paragraph 1, Article 19 herein, which are the prohibited matters, End
User shall immediately cure such breach.
4. HENNGE may be able to take such actions as to monitor, analyze, and investigate all the data
and log data which are provided or transmitted through the Service by HENNGE One AccountUsers (hereinafter “End User Data”) in the event that HENNGE determines as necessary frommaintenance, operation, or technical point of view in relation to the Service.

Article 6 (User ID and Password)
1. End User may not lend or share its user ID and password with any third party except that End
User discloses such information to HENNGE One Account Users and shall strictly manage theuser ID and password to prevent leakage to any third party. HENNGE shall not be liable for any
damage incurred by End User or by any other party due to mismanagement, misuse or overuse,or use by a third party of the user ID and password.
2. In the event that any third party utilizes the Service under End User's user ID and password,
HENNGE will deem such use as End User's own use and End User shall be liable for such use.
Also, in the event that HENNGE incurs any damage due to such use, End User shallcompensate the damage unless such third party's use of user ID and password is due to reasons
attributable to HENNGE.
Article 7 (Backup)
End User shall, under its own responsibility, save and back up the End User Data which is set
forth in the Paragraph 4, Article 5 herein. HENNGE shall not be liable for any storage, saving,or backing up of End User Data.
Article 8 (Specification Change or Service Content Change)
1. HENNGE shall be entitled to change the content, utilization method, or update the versionsof the Service to improve the functionalities or add or modify the features (“Service Change”)
without End User's consent and at HENNGE's sole discretion.
2. Among the Service Change, such changes which affect End User’s operation method and/or
End User’s utilization environment such as those require substantial changes of user interface
and/or changes of the service URL, HENNGE may provide a prior notice to End User.
3. End User shall, at its own responsibility and cost, make any necessary change or adjustmentof End User's environment such as the configurations of End User's appliances and alike which
may become necessary for End User to continue to utilize the Service as a result of the Service
Change.
Article 9 (Suspension of Service)
1. In the event of either of the following cases, HENNGE is entitled to suspend the Service;(1) Inability to utilize the HENNGE Facility or facility of telecommunications carrier or otherparty(ies) which is utilized to provide the Service (“Facility of Telecommunications Carrier andOthers”) due to maintenance, inspections, construction work or failure of such each facility;(2) Inability to utilize HENNGE Facility or the Facility of Telecommunications Carrier andOthers due to power outage or other inevitable reasons;(3) Circumstances where HENNGE or the telecommunications carrier may not provide theservice, such as the government authorities' decisions, war, subversive activities, armed
conflicts, embargo, fire, flood, or other serious disasters, pandemic, strikes or other labor
dispute, stoppage or delay of transportation, failure, stoppage, or delay of any third party's
service or communication methods which are not attributable to the supplier of theinfrastructure, attacks by viruses and alike, denial-of-service attacks, mass transmission of spam
mails, failure of any third party software, unavailability of raw materials, supplies, power
supply, or appliances which are necessary to provide the Service, and any other reasons when
the Service needs to be suspended; or(4) Any other reason which HENNGE determines as suspension of the Service is necessary.
2. In the event that the Service needs to be suspended in accordance with the preceding
paragraph, HENNGE may provide End User a prior notice.
3. In the event that HENNGE becomes aware of any failure with the HENNGE Facility,
HENNGE may promptly notify End User.
4. When HENNGE becomes aware of any failure with the Facility of Telecommunications
Carrier and Others which is leased to HENNGE in order to connect to the HENNGE Facility,
HENNGE shall instruct the telecommunications carrier and other relevant parties which provide
the Facility of Telecommunications Carrier and Others to repair or recover it.
5. HENNGE shall not be liable for any damage incurred by End User due to suspension of theService which is set forth in the Paragraph 1.
Article 10 (Restriction of Use of Service)
In the event of any emergency situations including but not limited to natural disasters or any
possibility thereof, HENNGE may, based on the Article 8 of the Telecommunications BusinessAct of Japan, take measures such as to partially suspend the utilization of the Service in order toprevent disasters or to facilitate rescues, transportation, communications, or to secure power
supply or to give priorities to emergency communications which are necessary to maintain theorder of the society or for public interests. In such case, the provision of the Paragraph 5 of thepreceding article shall apply mutatis mutandis.
Article 11 (Discontinuation of Service)
1. HENNGE may discontinue the Service, whole or a part, at its discretion at any time.
2. In the event of any discontinuation of the Service, whole or a part in accordance with thepreceding paragraph, HENNGE may provide End User with at least six (6) months' prior notice.
In the event of discontinuation of HENNGE Cloud Protection and HENNGE Connect,
HENNGE may provide End User with at least one-month prior notice.
3. In the event of discontinuation of HENNGE Cloud Protection pursuant to Paragraph 1 of this
Article, HENNGE may hand over the End User support information of those who utilize
HENNGE Cloud Protection to WithSecure Corporation.
Article 12 (Process upon Termination of Use Agreement)
1. Upon termination of the Use Agreement, End User shall promptly delete the software which
was provided by HENNGE in order to utilize the Service as well as any related data (including
any software, materials and copies thereof, whole or a part, which may be stored in the facilities
which were set up by End User in order to utilize the Service) under End User's responsibility.
2. In the event of the preceding paragraph, HENNGE shall promptly delete the materials andcopies thereof, whole or a part, which may be stored in the HENNGE Facility by End User inorder to utilize the Service (“Tenant Data”).

3. HENNGE shall not be liable for any damage incurred by End User or any third party inrelation to the deletion of the Tenant Data after termination of the Use Agreement.
Article 13 (Stoppage of the Service)
1. In the event that any of the following takes place to End User, HENNGE may stop providing
the Service without notice;(1) If End User ceases payment or if any note or check issued or underwritten by End User isdishonored;(2) If a petition for bankruptcy, civil rehabilitation, corporate reorganization or special
liquidation is filed;(3) If a petition for provisional seizure, seizure, provisional disposition or auction is filed;(4) If merger, dissolution, whole or a substantial part of business transfer, or discontinuation ofits business is resolved;(5) If End User interferes with the operation of the Service or defames HENNGE;(6) If End User engages in an act to interfere with any third party's utilization of the Service orthere is a possibility that End User engages in such act;(7) If any false statement by End User is discovered in the application form; or(8) If End User is in breach of TOS.
Article 14 (Subcontract)
HENNGE may subcontract to any third party, its necessary work to provide End User with theService, whole or a part, at HENNGE's sole discretion without written consent by End User. In
such case, HENNGE shall ensure that its subcontractor shall comply with the same obligations
as HENNGE bears hereunder and HENNGE shall be responsible to supervise its subcontractor.
Article 15 (Intellectual Property Rights)
All the intellectual property rights including but not limited to copyrights, patents, trademarks inrelation to the Service, any other service which is necessary to provide the Service, as well as
any copyrighted material, technologies and so on shall remain the properties of HENNGE andtheir original right holders.
Article 16 (Assignment of Rights and Obligations)
End User may not license, assign or transfer any of its rights nor obligations in relation toutilization of the Service nor offer them as security to any third party nor cause any third party
to succeed them without prior written consent by HENNGE.
Article 17 (Damage Compensation)
In any event HENNGE's entire liability to any damage incurred by End User due to reasons
attributable to HENNGE shall not exceed the total amount of compensation which was actually
paid by End User with respect to utilization of the Service during the twelve months period
retroactively calculated from the date when the relevant damage occurred.
Article 18 (Disclaimers)
1. Except as otherwise specified herein, all the information, contents, and services available to
End User through HENNGE shall be provided on "as is" and “to the extent available” basis andHENNGE shall make no warranties whatsoever, express or implied. End User is deemed tohave agreed and accepted to utilize the Service under its own responsibility.
2. HENNGE's liability in relation to or arising out of provision of the Service shall be limited tothe scope specified by the preceding article regardless of their reasons and in no event whether
in default, tort, nor regardless of the cause of action, shall HENNGE be liable for any damage
incurred by End User due to following reasons;(1) Force majeure such as natural disasters, riots, and public disturbance;(2) Problems in End User's network environment such as problems of End User's facility orinternet connection service failure to HENNGE Facility or to the Facility of
Telecommunications Carrier and Others;(3) Damage due to performance values of the internet connection service, such as response timefrom HENNGE Facility or from the Facility of Telecommunications Carrier and Others;(4) Damage due to End User's non-compliance of HENNGE's designated procedures and/or
security measures;(5) Damage due to services provided by any other third party than HENNGE;(6) Compulsory dispositions based on the provisions of Criminal Procedure Code or laws
related to communication interception for criminal investigations, court orders or based on
applicable laws and regulations; or(7) Any other reason which is not attributable to HENNGE.
3. HENNGE shall not be liable for any dispute between End User and any third party which wascaused due to End User’s utilization of the Service.
Article 19（Prohibited Matters）
1. End User shall be prohibited from the following conducts in relation to utilizing the Service;(1) Infringe HENNGE or any third party's intellectual property rights such as copyright,
trademark, or any other rights, or such conduct which is likely to cause infringement of suchrights;(2) Alter or delete the content of the Service or any information which may be made available
by the Service;(3) Make the Service available to any third party in breach of TOS;
(4) Share one user ID among multiple people; provided however it shall not apply in the eventthat the number of user IDs which are applied by End User is larger than total number of actual
HENNGE One Account Users;(5) Act in violation of laws and regulations or public order and morality or to cause harm to
HENNGE or any third party;(6) Discriminate, dishonor, or defame others;(7) Act which is or may be linked to a crime, such as a fraud;(8) Transmit or upload obscene, child-pornographic, or child-abusive images and/or materials;(9) Open chain mail accounts or solicit thereof;(10) Utilize the Service pretending to be somebody else (spoofing);(11) Transmit or upload malicious computer programs, such as computer viruses, worms, orTrojan Horses;(12) Send unsolicited advertising or promotional emails or send spam emails and other emails
which are or which may be annoying to a third party;(13) Act which may cause problems to utilization or operation of a third party facility or
HENNGE Facility or act which is likely to cause such problems;(14) Unauthorized access to the HENNGE website, services, and other related network;(15) Copy any HENNGE Device Certificate;(16) Utilize the Service with a purpose of investigating, developing or selling the service which
is similar to the Service or make any third party engage in such conduct on End User’s behalf;or(17) Provide links in such a manner or with a purpose to encourage any act knowingly that suchact falls under either of those listed above.
2. When either of such conduct as listed above comes to End User's knowledge or such conduct
may be anticipated by End User, End User shall immediately notify HENNGE.
3. In the event that HENNGE comes to know that End User's conduct which falls under eitherof the items listed in the Paragraph 1 above, or information provided by End User is related toany of the conduct which falls under either of the items in the said paragraph, HENNGE shallbe entitled to suspend the Service, whole or a part, or delete any information which is affectedby such conduct; provided however that HENNGE shall have no obligation to monitor End
User's conduct or the information (including End User Data and other contents) which isprovided or transmitted by End User (including cases which may be deemed as use by End
User).
Article 20 (Limitation of Purpose of Use)End User may be able to utilize the Service for the sole purpose of its own use and may not
utilize the Service to incorporate as a part of End User's service to be provided to a third party oras another service provided by End User or as an ancillary service to such services provided by
End User, whether such service is charged or free-of-charge.
Article 21 (Amendment of TOS)
1. HENNGE may amend TOS or change the content of or partially discontinue the Service at
any time without obtaining consent from End User or HENNGE One Account Users separately
and individually.
2. Amendment of TOS as set forth in the preceding paragraph shall take effect on the date ofsuch amendment and the amended TOS shall apply to End User who utilizes the Service after
such effective date.
3. In the event that HENNGE amends the Agreement, HENNGE may provide End User at least
one-month prior notice by posting such notice on its web support site（https://support.hdeone.com/hc/en-us）which is available at(https://support.hdeone.com/hc/ja); provided however this shall not apply in the event of minor
amendments which do not adversely affect End Users, such as update of wordings.
Article 22 (Notice)
1. Any notice from HENNGE to End User shall be sent by email or be announced on its web
support site unless otherwise specified herein.
2. Based on the preceding paragraph, in the event that HENNGE provides a notice to End Userby email or announcement on its web support site, such notice shall take effect at the time ofarrival of such email at End User or posting such announcement on its web support site.
Article 23 (Protection of Information)
1. HENNGE shall not, in providing the Service, disclose to provide any third party with any
information which is acquired from End User nor utilize such information beyond the scope
which is necessary to prevent unauthorized utilization of, or to provide, develop, improve andpropose the Service.
2. Notwithstanding the foregoing, HENNGE may disclose information obtained from End User
to a third party in case of either of the following;(1) End User's prior consent is obtained;(2) Such disclosure is based on applicable laws and regulations;(3) Such disclosure is necessary to protect human life, body or assets and obtaining End User’s
consent is difficult;(4) Such disclosure is particularly necessary to improve public health or to promote soundupbringing of children and obtaining End User’s consent is difficult; or(5) In the event that HENNGE is required to cooperate with governmental institutions or local
governments, or any party which is entrusted thereby to fulfill their work based on theapplicable laws and regulations and such fulfillment of work may likely to suffer an adverse
effect by obtaining End User's consent.
3. In the event that End User is in breach of TOS or engages in any conduct to disturb the

provision of the Service, HENNGE may utilize the information related to End User or provide it
to a third party to the extent necessary in order to ensure smooth provision of the Service.
Article 24 (Protection of Personal Data)
HENNGE, in principle, shall not handle personal data (which is prescribed in the Act on
Protection of Personal Information of Japan) of End Users in providing the Service; provided
however in the event of cases as set forth in each of the following item, HENNGE may handle
personal data which is provided by End User based on the instructions given by End User.
(1) As HENNGE undertakes the setup work on behalf of End User based on End User’s request
while providing the “Onboarding Support for HENNGE One” in the Service;(2) As HENNGE undertakes the setup work on behalf of End User based on End User’s request
on behalf of the End User who utilizes the HENNGE Email DLP, HENNE Access Control, or
HENNGE Secure Transfer;(3) As HENNGE receives error information and other information to examine as a result ofanalyzing End User’s emails, utilizing the mail analysis program created by HENNGE based on
End User’s request; or
2. HENNGE may handle personal data of End User as HENNGE takes necessary actions, suchas to monitor, analyze, and investigate End User ‘s data based on the provision of the Paragraph
4, Article 5 herein.
Article 25 (Elimination of Anti-social Forces)
1. HENNGE and End User hereby represent and warrant that the parties themselves, theirofficers (including their advisors, consultants, executive officers and those who factuallyparticipate in the management of the entities regardless of their titles), their employees andHENNGE One Account Users do not and will not fall under either of the following ("Antisocial Forces") as well as they do not and will not have any relationship with Anti-social Forces;(1) "Boryokudan" gangsters, members or associated members of Boryokudan gangsters,
Boryokudan-affiliated companies, professional troublemakers at stockholders' meetings(Sokaiya), new gangs pretending to be social activists, organized crime-related specialists andalike" listed in the "Measures Against Organized Crimes" published by the National Police
Agency of Japan and other similar type of people;(2) those who have strong personal, financial, and/or economic relationship with such people aslisted above, such as providing funds or benefits to them, or utilizing them in order to gain
unfair advantages;
2. HENNGE and End User covenant that they will not engage in or cause any third party(including HENNGE One Account Users) to engage in any of the following conducts;(1) Conducts resorting to fraudulent method, violence, or menacing speech;(2) Illegal conducts or making undue demands;(3) Interference of others' businesses;(4) Defamation of others; and/or(5) Any other similar conduct to those as listed above;
3. End User shall cooperate with HENNGE in the event that HENNGE requests any necessary
measures to counter any of such conduct listed in the preceding paragraph; also, End User shall
respond within a reasonable period of time in the event that HENNGE notifies of the possibilityof violation of any paragraph herein.
4. HENNGE may immediately stop providing the service without notice in the event that End
User is in violation of either of the paragraph herein (including when the response provided
based on the preceding paragraph is not reasonable) without any obligation to the other party.
Article 26 (Court of Jurisdiction)
Any dispute related to utilization of the Service between HENNGE and End User shall begoverned by and construed in accordance with the laws of Japan and shall be submitted to theTokyo District Court as the exclusively agreed jurisdictional court of first instance.
Article 27 (Governing Language)
The governing language of TOS shall be Japanese. This English translation hereof is made forreference purpose only and shall have no effect.
Exhibit
The provisions herein apply in relation to the services for which End User has declared its
intention to utilize to HENNGE via Sales Consignee;
1. Service Menu
(1) HENNGE Email DLP:
Provides service to prevent missending of emails which are sent by manual operation of End
User, utilizing Exchange Online (*2) or Gmail Webmail Service of Google Workspace for
Business (*1) as long as they do not exceed the data flow rate of the transmission control
function (https://support.hdeone.com/hc/ja/articles/360017461194).
(2) HENNGE Email Archive:
For emails which are sent and received utilizing Exchange Online (*2) or Gmail Webmail
Service of Google Workspace for Business (*1) as well as other ancillary services, and for acertain period of time based on the relevant agreement, provides service to store email data in asearchable manner for up to 4000 emails per day and up to a certain total capacity as well as
limited to the email data to which normal index may be generated.
(3) HENNGE Cloud Protection：
Detect dangerous email accounts and malicious inbox rules for Microsoft 365 emails, utilizing
WithSecure™ Elements Collaboration Protection (*6). Also, provides sophisticated security
analysis service, executing suspicious files in the isolated virtual sandbox to detect advanced
threats.
(4) HENNGE Access Control:
Provides access control service to be utilized for single sign-on, restriction of access, and so on.
(5) HENNGE Secure Browser:
Provides application to securely utilize such devices as PCs, tablets, and smartphones.
(6) HENNGE Device Certificate (*Option):
Provides access control service, utilizing Cybertrust Device ID (*3), to install HENNGE Device
Certificate to specific terminals and identify the validity of such HENNGE Device Certificate.
(7) HENNGE Lock：
Provides application with features to send log-in authorization notice and reading HENNGE
Device Certificate during the log-in process to HENNGE Access Control(8) HENNGE Connect：
Provide seamless remote access environment, utilizing ngrok (*7), for on-premise systems
whose access control may be enabled by HENNGE Access Control.
(9) HENNGE Secure Transfer:
Provides service which allows a sender HENNGE One Account User or a receiver HENNGE
One Account User to download files from the web service which are uploaded by them to the
web service within such limitations as up to a certain capacity and the number of downloads.
2. Terms of Provision・In order to utilize the Service, it is necessary to satisfy the conditions of HENNGE One
operational environment which are set forth in the Help Center;
https://support.hdeone.com/hc/ja/articles/360004121574

3. Onboarding Support
・ The Onboarding Support Scope is limited to the followings.
❏ General guide and instruction about our service features.
❏ The standard information or documents that are required during the implementation
phase.
❏ The proposal to satisfy End User requirements during the implementation or the utility
phase.
❏ The initial setup during the implementation phase.
The following tasks are beyond the scope of the Onboarding Support.
(Those tasks that are out of the scope are not limited to the examples given in the following.)❏ Project managing tasks such as creating issue lists and schedule management.
❏ Creation of information materials or provision of tool that are specific to particular End
User requirements, such as customization of the standard information or creation ofsample scripts.
❏ Tasks related to setup, connection and operational testing of external services such as
Microsoft 365 (*2), Google Workspace (*1), and Active Directory (*2).
・ Other Information for the Onboarding Support❏ We will receive inquiries by emails at the Support Desk between 10:00~18:00 of
HENNGE business days (excluding Saturdays, Sundays, Japan National Holidays andany other HENNGE holidays).
❏ We may take some time to respond depending on the content of inquiries and theirstatus.
❏ Meetings, if requested, will be conducted remotely in principle.
❏ For any issue which takes place during the Onboarding Support and which is caused byexternal services, HENNGE may request End Users to contact relevant companies
which provide such services (e.g. Microsoft Corporation / Google LLC) for resolution.
4. Support Menu and Conditions of Support
Items

Support
Hours

Content

Notes

10:00〜18:00

HENNGE business days (excluding
Saturdays, Sundays, national holidays
and other HENNGE holidays) in
principle.
*Same day response is not guaranteed.

24 hours (Foremergencies)

24 hours support in case of
emergencies, such as major technicalproblems and recovering the service
will be the highest priority. Duringoutside of service hours, however,
update is provided on the status

Japan
Domestic

dashboard.

Overseas

24 hours

24 hours support. However, cases
which are not classified as "High" interms of priority will be supported
during Japanese business hours.
*Same day response is not guaranteed.

Telephone

During outside of service hours,
requests only for cases which areclassified as "High" in terms of priority
as described in the following paragraph
5 of this Exhibit by both parties will be
accepted.
Among requests and inquiries which
are made outside of service hours,
cases which are classified as "Medium"and "Low" will be only accepted on thesame day and their support willcommence from the next business day
or later.
*The contact phone number will be
notified upon commencement of theservice.

Emails

Accepted 24 hours. However please
note that responses are made during
Japanese business hours.
*Contact us by telephone in case of
emergencies.
*The contact mailing address will be
notified upon commencement of theservice.

All functionalities of
the Service and alltechnical problemsof the Service

Regular Support:
Only for such problems which cannot
be resolved by End Users' referring tothe operational manual and the web
support site.
Emergency Support:
Only for cases which are agreed as"High" in terms of priority as describedin the Paragraph 5 of this Exhibit byboth parties will be accepted.

Accepting
Method ofSupport
RequestJapan
andOverseas

Coverage

Number of
End User's
SupportLiaisonNo more than 1

End User's liaison interfacing withHENNGE for support issues will be no
more than one person.

Content of
Setup
ServiceincludingSupport Plus

Setup Service for those including usersof Support Plus is the service that
HENNGE Support Desk staff accesses
to End User’s HENNGE One
environment with the access privilege
granted by End User and undertake theconfiguration work on behalf of End
User.
Content of Setup Service
HENNGE will undertake the necessaryconfiguration change for following
three services on the administration
console on behalf of End User basedon End User’s requirements as End
User utilizes the Service;
1. HENNGE Access Control;
2. HENNGE Email DLP; and3. HENNGE Secure Transfer
Note
・HENNGE One Support Desk staff
may refrain from providing the Setup
Service in order to avoid such staff’s
access to End User’s highly
confidential information (setting
related to single sign-on, resetting user
password, etc.)
・The Setup Service will be provided
on a first-come-first-served basis inprinciple to all End Users.
・There is no special request form to
submit for the Setup Service; however
instructions for work must be
specifically given by End User.
・If End User’s requirements are notclear, HENNGE One Support Desk
staff may separately verify therequirements.
・Date of Service may vary depending
on availability; generally, minor settingchange may be conducted at least after
3 business days upon request andmajor setting change may be conducted
at least after 10 business days uponrequest.
・ HENNGE One Support Desk staff
undertakes the setup work on End
User’s behalf with utmost caution;however End User’s verification isindispensable after the work iscompleted.
・Setup Service is provided by
HENNGE One Support Desk staff on abest effort basis and it does notguarantee that the Service will be
provided on End User’s requested date.
* Cases where End User utilizes Cybertrust Device ID and other external linkage services forother purposes than to utilize HENNGE One will not fall under the Scope of Service as statedabove.
5. Case Management and Initial Response Time
(1) Case Management and Definitions of Priorities
HENNGE shall manage the support cases based on the relative priorities and deal with themaccordingly.
Priorities are determined based on the following criteria;

High✓ Problems which affect the continuity of End User's business by interruptionof the service functionality;✓ Problems which may cause loss of Tenant Data or security issues;✓ Other problems which are agreed as high priority between End User and
HENNGE;

Medium✓ Requests for setting change (including End Users who utilize Support Plus)✓ Problems with workaround solutions;✓ Problems which manifest under certain conditions;

Low✓ Inquiries on general operational procedures, settings, and functionalities;✓ Inquiries, requests and other matters which are not urgent;✓ Inquiries regarding support knowledge;*Priorities may be adjusted after investigation by the HENNGE One Support Desk staff.
e.g., Revising the priority from "High" to "Medium" after workaround is found and provided.
*Regardless of the criteria, resolution may take several days due to necessary investigations andanalysis.
(2) Target Initial Response Time by Priority
HENNGE sets the Target Initial Response Time by priority. In order for our initial response to
be precise and relevant, it is mostly appreciated that as much information as possible will be
provided with respect to the problem, such as its impact and scope, whether it can be reproduced
or not, what steps to take to reproduce, and so on.
High

Targeted to provide within 2 business hours of initial response and HENNGE'sbiggest focus is to recover the service.

MediumTargeted to provide within 6 business hours of initial response.

Low

Targeted to provide within 8 business hours of initial response.

※1. Google Workspace, Gmail™ Web Mail Service and Chrome are trademarks or registeredtrademarks of US Google LLC in the United States and other countries.
※2. Microsoft 365, Exchange Online, Edge and Active Director are trademarks or registeredtrademarks of US Microsoft Corporation in the United States and other countries.
※3. Cybertrust and Cybertrust Device ID are trademarks or registered trademarks of US Cybertrust
Inc or Cybertrust Co.,Ltd..
※4. Safari is a trademark or a registered trademark of US Apple Inc. in the United States andother countries.
※5. Firefox is a trademark or a registered trademark of US Mozilla Foundation in the UnitedStates and other countries.
※6. WithSecure™ Elements Collaboration Protection is a trademark or a registered trademarkof WithSecure Corporation.
※7. ngrok is a trademark or a registered trademark of ngrok Inc.
※8. Box is a trademark or a registered trademark of Box Inc.