Service Level Agreement (SLA)

Service Level Agreement (SLA) for Cybersecurity Services
Last Updated 9/19/2023

  1. Introduction

This Service Level Agreement (“SLA”) outlines the terms and conditions under which My Cyber Guardians LLC, hereafter referred to as the “Service Provider,” provides cybersecurity services to the purchaser of our services, hereafter referred to as the “Client.”

  1. Scope of Services

The Service Provider, My Cyber Guardians LLC, offers the following cybersecurity services to the Client:

  • Technical Support
    Remote Access & Support
  • Malware/Virus Detection and Response Software 
  • Backup and Restore Software 
  1. Service Levels

3.1 Software Usage and Data Protection

  • Software: As part of our cybersecurity services, we utilize industry-leading software tools, including but not limited to Atera, Malwarebytes and Acronis, hereafter referred to as the “software.” to enhance device security and data protection.
  • Data Privacy: We comply with applicable data protection laws and regulations to ensure the proper handling of any information collected, processed, or stored through the use of Software. For more details, please refer to our Privacy Policy as well as the software providers.

3.2 Tech Support

  • My Cyber Guardians LLC agrees to provide tech support to the Client during business hours (defined as 6:00am – 6:00pm pacific) via [Support Channels, e.g., phone, email, chat, help desk].
  • Response Time: My Cyber Guardians LLC commit to acknowledging and initiating a response to support requests within 1 – 2 hours during business hours.
  • Resolution Time: My Cyber Guardians LLC will make reasonable efforts to resolve support issues within 24 hours, depending on the complexity of the issue.

3.3 Malware/Virus Detection Software

  • My Cyber Guardians LLC will provide the Client with malware/virus detection software to protect their systems and networks, using the software.
  • The software will be regularly updated to ensure the latest threat definitions and security patches.
  • Please note that My Cyber Guardians LLC is not responsible for any damages caused by new and emerging threats that may not be covered by the software’s current definitions.

3.4 Backup and Restore Software (if you have purchased this additional service)

  • My Cyber Guardians LLC will provide backup and restore software to facilitate data protection and recovery, using the software. 
  • The software will be configured to perform regular full backups of at least once a month.
  • Please be aware that My Cyber Guardians LLC is not liable for data loss that occurs due to factors beyond its control, including Client negligence or hardware failures.

3.5 Remote Access & Support Software

  • Remote Access. Service Provider, when providing services, as part of Technical Support or in connection with other services, may need to remotely connect to, and take control of, your equipment in order to resolve the issues that you are experiencing. In connection with this remote connection session:
  • The Service Provider may need to run various scripts on your equipment, make changes to its configuration, install and uninstall software, and make other changes to the equipment and/or software settings of such equipment as may be necessary to address your issues. You understand that the Service Provider may, but is not obligated to, install and remove various proprietary or third party software tools where the Service Provider deems it necessary to assist you with the issues that you are experiencing. Elements of such software are protected by law, including copyright.
  • You acknowledge and agree that, by authorizing the Service Provider to establish a remote connection session, you grant Service Provider full or limited access to your equipment, software and network (depending on your equipment, software and network configuration), and authorize Service Provider to make such modifications as described above or as otherwise advised by the Service Provider during delivery of the solution or installation of software. You acknowledge and agree that the Service Provider, or you acting on the Service Provider’s direction may alter, delete or corrupt software or data on your equipment, change equipment, software or network settings, or otherwise interfere with the proper operation of your equipment, software or network.
  • You acknowledge and agree that the Service Provider may have access to any information stored on your Device. The Service Provider is  trained not to access more information than necessary to resolve the issues for which you are requesting the Service Provider’s support. You must nevertheless remain in front of your Device screen to observe the actions of the Service Provider while he or she delivers the solution on your Device. You will have the opportunity to end the live support session at any time by advising the Service Provider or disconnecting the remote connection session.
  • As a condition to providing services under the services, Technical Support or other services, may instruct you to download and install on the Device a software program allowing the Service Provider to gain remote access to your Device, gather information about the Device and its operations, diagnose and repair the problem, and change Device settings. You may also need to follow other instructions given by the Service Provider.
  • If you or the Service Provider installs Remote Software on a Device, that Remote Software:
  • (i) May require that you activate it on your Device. If you do not complete the activation process within the period of time requested by the Service Provider or as prompted by the Remote Software, the Remote Software may cease to function until the activation is complete.
  • (ii) May communicate with the Service Provider servers on a regular basis to: (i) ensure that you receive all the services and software you are eligible to as part of your services; (ii) enable you to promptly launch a chat session with the Service Provider as part of your service; or (iii) give you access to certain self-service tools as part of your service.
  • (iii) May by default constantly run on your Device and perform various background tasks that help maintain your Device in working condition. When running, it may collect various data regarding your Device, including its technical specifications, information regarding its operating system, downloaded and/or installed software, updates and upgrades, the availability and the status of your security software, backups and firewalls, various unique identifiers, system and software error messages, network connections status, connected peripherals and other connected devices, and similar such information and data. This information helps the Service Provider to prevent many common issues that you may be experiencing, and also to quickly identify problems for which you may be requesting the Service Providers support.
  1. Responsibilities of the Client
  • The Client agrees to provide accurate and timely information required for the setup and maintenance of the provided services.
  • The Client will promptly report any issues or concerns to My Cyber Guardians LLC.
  1. Limitations and Liability
  • The Client acknowledges that no security solution can guarantee complete protection against all threats. My Cyber Guardians LLC will make reasonable efforts to provide effective cybersecurity services, but the Client understands and accepts the inherent risks associated with cyber threats.
  • My Cyber Guardians LLC’ liability is limited to the fees paid by the Client for the specific services outlined in this SLA.
  • My Cyber Guardians LLC is not responsible for any losses, damages, or expenses incurred due to security breaches, unless caused by gross negligence or willful misconduct of My Cyber Guardians LLC.

5.1. Disclaimer of Liability

  • Limitations: While we strive to provide top-notch cybersecurity protection,
    we cannot guarantee that any software is entirely free from defects or vulnerabilities.
  • Liability: By using our services and the mentioned software, you acknowledge that shall not be liable for any damages, losses, or liabilities resulting from the use of software. You understand that their use is subject to their individual licensing terms and warranties.
  • By proceeding to use our services, you acknowledge that you have read,
    understood, and agreed to be bound by our SLA, terms and conditions, as well as our Privacy Policy.

5.2. My Cyber Guardians LLC will have no obligation to provide any services under this SLA in the event that:

  1. You or a third party have altered or modified any portion of the software in any manner without the prior written consent of My Cyber Guardians LLC;
  2. You have not installed and/or used the Software in accordance with documentation/instructions provided by My Cyber Guardians LLC;
  3. You have failed to replace earlier versions of the Software with updates or new releases provided by My Cyber Guardians LLC;
  4. Such support relates to or involves any products, data, features, devices or equipment not provided by My Cyber Guardians LLC; or
  5. You are not in full compliance with the other terms of this SLA, the terms of the applicable license agreement, or any other agreement between the Client and My Cyber Guardians LLC.
  1. Termination
  • Either party may terminate this agreement with 30 days written notice.
  • Termination does not absolve the Client’s responsibility for any outstanding fees.
  1. Confidentiality
  • Both parties agree to treat any confidential information shared during the course of providing services as confidential.
  1. General
  • This SLA constitutes the entire agreement between the parties and supersedes any prior agreements or understandings, whether verbal or written.
  • Changes to this SLA may be made and if the Client continues to utilize My Cyber Guardians LLC services and software, then the Client automatically agrees to the changes. 
  • It’s the Client’s responsibility to stay current on the latest SLA updates.
  1. Governing Law
  • This SLA shall be governed by and construed in accordance with the laws of Nevada.
  1. Agreeance

By clicking the “I Agree” box when you, the Client, signed up for our services, you automatically acknowledge and agree to the current and future terms and conditions outlined in this SLA. These SLA’s, Terms & Conditions, and Privacy Policy all go into effect the moment the Client purchased the service.
18124 Wedge Pkwy #198
Reno, NV 89511

Effective as of 9/1/2023