Service Description

This Service Description (the “Agreement”) governs the services Cyber Secure Group (“Cyber Secure Group,” “we,” “us,” or “our”) provides to the customer identified at checkout (“Customer,” “you,” or “your”). By selecting a plan, accepting this Agreement at checkout, and completing payment, you agree to the terms below.

1. Scope of Services

Cyber Secure Group provides remote-only services. All services are delivered via secure remote access tools. On-site support and physical hardware maintenance are excluded. We offer two tiers:

• Compliance: Deployment and monitoring of the managed security suite — endpoint detection & response (EDR), security awareness training (SAT), identity threat detection & response (ITDR), and centralized log analysis (SIEM) for audit evidence — with automated host isolation. No technical support or application guidance is provided under this tier.
• Full-Service Support: Everything in Compliance, plus: remote malware remediation (removal of persistent footholds and malicious files; excludes physical hardware rebuilding); remote technical guidance for MLS platforms, ZipForms, and listing-media software; centralized OS patching and infrastructure monitoring; and daily verification of backup logs performed by our Network Operations Center (NOC).

2. Important Legal Disclaimers

• Not Legal Counsel: Cyber Secure Group is an IT and cybersecurity provider. We are not attorneys or licensed real estate brokers, and we provide no guidance on contractual language or legal obligations.
• Scope of Guidance: Our support for real estate platforms is limited strictly to the technical functionality of the software (e.g., “How to reset your password” or “How to navigate the interface”). We provide zero guidance on contractual language, legal obligations, or professional real estate advice. You are responsible for all content entered into your systems.

3. Service Availability & Response

• Cybersecurity Monitoring: 24/7/365 active threat detection and automated host isolation via Huntress.
• Support Hours (Full-Service Support): Standard Service Desk hours are 7:00 AM to 7:00 PM, Monday through Friday. We maintain an on-call engineering network 24/7/365 for transaction-critical emergencies.
• Response Targets: We use commercially reasonable efforts to meet the following response targets — Priority 1 (Critical Outage): 30 minutes; Priority 2 (Significant Degradation): 2 hours; Priority 3 (Limited Degradation): 4 hours; Priority 4 (Minor Anomaly): 8 hours.
• Uptime & Credits: We target 99.9% uptime for core infrastructure security monitoring dashboards. A systemic outage exceeding this threshold entitles you to a 15% service credit for the affected period.
• Delivery: Technical support is provided exclusively via remote connection. We do not provide on-site, hardware, or physical repair services.

4. Client Obligations

• Connectivity: You must maintain a functional internet connection. Minimum bandwidth is 10 Mbps download and 5 Mbps upload per active workstation.
• Security Integrity: You must not tamper with, disable, or remove security agents. We will issue a notification for any detected tampering, and you have 24 hours to cure the violation before we may suspend services.

5. Data Privacy

You are the “Data Controller” for all information processed through the services. You are responsible for the legality of stored data and for compliance with the California Privacy Rights Act (CPRA) and the CCPA, including conducting any necessary annual audits. Cyber Secure Group acts as your service provider and processes data on your behalf under a CPRA-compliant Data Processing Addendum.

6. Limitation of Liability

Cyber Secure Group is not liable for data loss, breach of contract, or financial losses resulting from fraudulent wire transfers, phishing, or Business Email Compromise (BEC) incidents that occur despite the deployment of our security measures. The Broker-Owner maintains absolute responsibility for all brokerage transaction compliance and data privacy mandates.

Aggregate liability for all claims is capped at the fees paid in the 6 months preceding the incident. This cap extends to 12 months of fees for proven gross negligence or willful misconduct.

7. Payment, Pricing & Termination

• Automation: All payments are processed automatically via Stripe.
• Overdue Alerts: We send automated email alerts at 3, 7, and 10 days past the due date.
• Suspension: Service is suspended automatically if payment is not received within 14 days of the due date.
• Pricing & Seats: Pricing is per seat and tied to audited seat counts; we reset the baseline seat allowance quarterly. Transaction-focused support tasks completed in under 8 continuous hours carry no hourly cap. Infrastructure changes requiring more than 8 hours of labor require a separate Statement of Work (SOW).
• Termination: Either party may terminate this Agreement for convenience with 3 months of prior written notice.

Questions about these terms? Contact us before you enroll.