Terms of Service

ShieldOps grants Customer a non-exclusive, non-transferable, limited right to access and use the ShieldOps security operations platform for Customer's internal security operations purposes during the subscription term. The platform includes the dashboard, SIEM, EDR management, SOAR automation, compliance reporting, and threat intelligence modules as specified in the applicable Order Form.

All subscriptions are subject to the usage limits in the Order Form (e.g., number of endpoints, log ingestion volume, API rate limits). Customer is responsible for ensuring its use does not exceed these limits. Excess usage will be invoiced at the overage rates in the Order Form.

Customer is responsible for all activity occurring under its account. Customer must maintain the confidentiality of administrator credentials, promptly notify ShieldOps of any suspected unauthorised access, and ensure all users accessing the platform are authorised employees or contractors of Customer.

Customer must not: share credentials between multiple individuals; use the platform for any unlawful purpose or in a manner that violates any applicable law or regulation; attempt to reverse-engineer, decompile, or derive the source code of the platform; use the platform to process data on behalf of third parties without a written agreement with ShieldOps.

Customer retains all rights to data it uploads or generates through the platform ('Customer Data'), including security telemetry, alert records, and configuration data. ShieldOps processes Customer Data solely to deliver and improve the services under these Terms and as described in the Privacy Policy.

Customer represents that it has all rights necessary to provide Customer Data to ShieldOps, and that processing such data does not violate any applicable law or third-party rights. ShieldOps will not disclose Customer Data to third parties except as required by law or as described in the Privacy Policy.

ShieldOps commits to 99.9% monthly uptime for the core platform, excluding scheduled maintenance windows announced at least 48 hours in advance. In the event of a service disruption attributable to ShieldOps, Customer may request a service credit equal to 5% of the monthly fee for each hour of downtime beyond the SLA threshold, up to a maximum of 30% of the monthly fee in any calendar month.

Service credits are the sole and exclusive remedy for SLA failures. Credits are not applicable where downtime results from Customer's actions, third-party integrations outside ShieldOps's control, or force majeure events.

Subscription fees are invoiced annually in advance or monthly, as selected at sign-up. All invoices are due within 30 days of the invoice date. Undisputed overdue amounts accrue interest at 1.5% per month. ShieldOps reserves the right to suspend access to the platform after 15 days' written notice if an undisputed invoice remains unpaid.

Fees are non-refundable except as expressly stated in the Order Form or as required by applicable law. Annual subscriptions cancelled before the end of the term are not eligible for pro-rata refunds of prepaid fees.

ShieldOps retains all rights, title, and interest in the platform, including all underlying software, algorithms, detection rules, machine learning models, and documentation. Nothing in these Terms transfers ownership of any ShieldOps intellectual property to Customer. Customer grants ShieldOps a limited licence to use Customer Data solely as necessary to provide the services. ShieldOps may use anonymised, aggregated data derived from the platform to improve threat detection capabilities.

Each party agrees to keep confidential all non-public information disclosed by the other party that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and circumstances of disclosure. This obligation survives termination of these Terms for a period of three years, except for trade secrets, which remain protected indefinitely.

To the maximum extent permitted by law, ShieldOps's total cumulative liability to Customer for any claims arising under or related to these Terms — whether in contract, tort, or otherwise — shall not exceed the total fees paid or payable by Customer in the 12 months preceding the event giving rise to the claim.

Neither party shall be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of revenue, loss of data, or loss of business, even if advised of the possibility of such damages. These limitations do not apply to (a) Customer's payment obligations; (b) either party's indemnification obligations; or (c) damages arising from wilful misconduct or gross negligence.

These Terms commence on the date Customer first accesses the platform and continue for the subscription term specified in the Order Form, renewing automatically for successive periods of equal length unless either party provides 30 days' written notice of non-renewal before the end of the current term.

Either party may terminate these Terms immediately upon written notice if the other party materially breaches these Terms and fails to cure the breach within 30 days of receiving written notice. Upon termination, Customer's access is suspended, and ShieldOps will make Customer Data available for export for 90 days, after which it will be securely deleted.

These Terms are governed by the laws of the REPLACE WITH YOUR JURISDICTION, without regard to conflict of law principles. Any dispute arising under these Terms that cannot be resolved by good-faith negotiation within 30 days shall be submitted to binding arbitration under the JAMS Streamlined Arbitration Rules, conducted in [CUSTOMISE: arbitration venue]. The prevailing party in any arbitration or litigation is entitled to recover its reasonable legal fees and costs.