Support Terms and Conditions
These CyberFortress Support Terms and Conditions (“Support Terms”) describe the scope, availability, and limitations of the standard Support included with CyberFortress’s Backup Services and Disaster Recovery Services. They are the “SLA” referenced in the CyberFortress Master Services Agreement (the “MSA”) and form part of the Agreement. Capitalized terms not defined here have the meanings given in the MSA.
1Support Hours and Channels
1.1 Coverage Model. CyberFortress provides Support 24 hours a day, 7 days a week, through a follow-the-sun coverage model across CyberFortress’s global support centers. Support requests are submitted through the customer support portal, dashboard, or other standard means CyberFortress designates from time to time.
1.2 Channels. Standard Support is delivered via ticket, and, where available for Customer’s account, telephone. CyberFortress may offer additional channels (e.g., chat) at its discretion. In situations where AI advice and support is delivered in a channel, it will be identified as such.
2Scope of Standard Support
2.1 General. Standard Support consists of CyberFortress’s standard maintenance and technical assistance for the applicable Backup Service or Disaster Recovery Service offering, as defined in the MSA. Standard Support includes:
- Diagnosing and remediating malfunctions in the Backup Services or Disaster Recovery Services as configured at the time of the applicable Order;
- Receiving and triaging new Support requests, and providing status updates while a request remains open;
- Standard file, folder, and system restores within Customer’s existing configuration and contracted quota;
- Guidance on the use of CyberFortress Technology as documented;
- Escalation of confirmed product defects to the applicable CyberFortress team or Third Party Technology vendor;
- For Managed offerings, the monitoring and administration expressly included in the applicable Order;
- Disaster Recovery test execution up to the number of tests, virtual machines, and frequency expressly allotted in Customer’s Order (“Included DR Tests”).
2.2 Requests Beyond Standard Support. If a request goes beyond the scope of Standard Support, CyberFortress will notify Customer and help identify the appropriate path forward. Professional Services requests are defined under Section 3.
3Professional Services — Chargeable Work
3.1 General Rule. Any request that goes beyond diagnosing and restoring the Backup Services or Disaster Recovery Services to their contracted configuration — including new implementation, design, migration, recurring administration, or advisory work — is Professional Services and is chargeable at CyberFortress’s then-current rates or a mutually agreed fixed fee, regardless of the channel through which the request is received.
3.2 Illustrative Examples. The table below illustrates how common request types are classified. It is illustrative, not exhaustive; CyberFortress will use good-faith judgment consistent with Section 3.1 for requests not listed.
| Request Type | Standard Support (Included) | Professional Services (Chargeable) |
|---|---|---|
| New server, workload, or environment onboarding/configuration | Configuration guidance for existing, already-onboarded workloads | Initial setup and configuration of new servers, workloads, or environments |
| Migration between backup tools or platforms (e.g., Asigra to Veeam) | — | Full migration engagement, including planning and cutover |
| Disaster Recovery testing | Included DR Tests, up to the number/frequency stated in Customer’s Order | DR tests beyond the Included DR Tests allotment or hours allotted in the Order for such included work |
| Backup optimization / retention policy tuning / storage configuration review | Brief guidance on a single, discrete configuration question (e.g., confirming a retention setting) | A scoped review of retention policy, storage utilization, or backup configuration resulting in recommendations or changes beyond a single discrete question — i.e., Backup Optimization Review |
| Legal / eDiscovery data export or litigation hold | — | Always chargeable; not troubleshot as a support ticket |
| Architecture review, EOL/modernization advisory | — | Recovery architecture review, technology roadmap advisory |
| Remote administration (e.g., remote-session configuration changes) | A single, brief remote-assistance session to resolve one discrete issue | Any additional session on the same account, an extended or in-depth session, or ongoing remote administration/configuration |
| Recurring issue with the same root cause on the same account | First diagnosis and remediation | Repeat engagements on an unresolved root cause become a Managed Stewardship or Professional Services engagement, not repeated support tickets |
| Incident response (ransomware, breach) | — | Governed by a separate Incident Response / retainer agreement, not these Support Terms |
| Tabletop exercises, resilience assessments, compliance advisory | — | Always chargeable, separately scoped |
4Storage, Quota, and Capacity Management
4.1 Customer Responsibility. Except where CyberFortress has sold Customer a specific monitoring or capacity-management service, Customer is responsible for monitoring and maintaining adequate capacity on any on-premises appliance, gateway, or agent used with the Backup Services (e.g., a local retention/cache appliance) and for staying within Customer’s contracted storage quota.
4.2 Local Appliance Capacity. If a local appliance or gateway lacks sufficient capacity to process backups or retention, backups may bypass local processing and go directly to the cloud vault, and local, faster-path restores may not be available until capacity is remediated (for example, by deleting local data that is otherwise retained in the cloud vault, or by adding local storage). Remediation is the customer’s responsibility. CyberFortress will provide guidance on remediation options as part of Standard Support, but proactive, automated capacity alerting is not included in Standard Support unless purchased separately. CyberFortress is not responsible for any delay, failure, or degradation resulting from insufficient Customer-controlled capacity.
4.3 Temporary Quota Increases. CyberFortress may, at its discretion, temporarily increase Customer’s storage quota to accommodate a defined, time-limited need (e.g., a migration or infrastructure change) (“Temporary Increase”). A Temporary Increase will be reduced back to Customer’s contracted quota only upon Customer’s confirmation that the temporary need has ended. CyberFortress is not obligated to reduce a quota on its own initiative.
5Priority Handling
5.1 Priority Classification. CyberFortress classifies Support requests into one of four priority levels based on business impact, as described in the table below. CyberFortress may adjust a designated priority classification as additional information becomes available regarding the request. Classification is based on objective impact criteria, not on the channel through which a request is submitted or a Customer’s own characterization of urgency.
| Priority | Impact / Definition |
|---|---|
| P1 – Urgent | Complete inability to back up or restore production data; the Backup Service or Disaster Recovery Service is unavailable with no workaround available. |
| P2 – High | A feature or function of the Backup Service or Disaster Recovery Service is significantly impaired (e.g., repeated failed jobs, degraded performance, partial data inaccessibility), but a workaround exists or the impact is not total. |
| P3 – Normal | Core backup and recovery functions are working; the request is a configuration question, minor defect, or reporting/cosmetic issue. |
| P4 – Low | Cosmetic issues, documentation requests, or other low-impact matters with no functional effect on backup or recovery. |
5.2 Response Goals. For each priority level, CyberFortress aims to provide an initial response within the timeframe below. These are service goals that CyberFortress aims to meet — they are not guaranteed response times, do not constitute a service-level agreement, and do not give rise to service credits, refunds, or any other remedy if not met.
| Priority | Response Goal | Coverage Window |
|---|---|---|
| P1 – Urgent | 1 hour | 24×7 |
| P2 – High | 4 hours | Follow-the-sun coverage hours (Section 1.1) |
| P3 – Normal | 1 business day | Business hours |
| P4 – Low | 2 business days | Business hours |
5.3 After-Hours Emergency Fee. Support requests initiated outside CyberFortress’s standard coverage hours for a matter that does not meet the P1 – Urgent definition in Section 5.1 may be subject to an after-hours service fee at CyberFortress’s then-current rate.
6Identifying and Approving Professional Services
6.1 Triage. When a request submitted through a Support channel is determined to be Professional Services under Section 3, CyberFortress will inform Customer and provide a scope and price (fixed fee or hourly, as applicable) before performing the chargeable work. Customer will provide timely access, information, personnel, and cooperation reasonably required to evaluate and perform the request. Any delay caused by Customer or its representatives will extend applicable response or completion timeframes and will not be treated as a failure by CyberFortress to meet its obligations.
6.2 No Work Without Approval. CyberFortress will not perform, and will not charge Customer for, Professional Services work unless Customer has approved the applicable scope and fee in writing (including by email or an accepted quote/Order) in advance. CyberFortress will not attempt to reclassify or invoice for work already performed as Standard Support.
6.3 Existing Engagements. This Section 6 applies prospectively. It does not apply to, and does not create a right to charge for, any request that was already in progress as Standard Support prior to the effective date of these Support Terms.
7Limitations
7.1 Third-Party Technology and Unsupported Configurations. Standard Support does not cover issues arising from Third Party Technology that are unrelated to CyberFortress Offerings, or from configurations that deviate from CyberFortress’s documented supported configurations. In situations that arise in these categories, CyberFortress may agree to address the issue as Professional Services.
7.2 Coverage. CyberFortress works to maintain uninterrupted follow-the-sun coverage as described in Section 1.1. Brief gaps in coverage may occasionally occur.
7.3 Relationship to Service Warranty. Nothing in these Support Terms limits or expands the Service Warranty given in the MSA.
8Changes to These Support Terms
CyberFortress may amend these Support Terms in accordance with the MSA. Material changes that adversely affect Customer will be handled as described there, including Customer’s right to object or terminate as stated in the MSA.
