Additional Services Terms
Last updated: August 6, 2026
These Additional Services Terms form part of the EnterProtect Terms of Service. They govern work we do for you beyond providing the software itself: helping you deploy it, migrate onto it, get data back out of it in an emergency, or learn to run it. Terms defined in the Terms of Service carry the same meaning here.
They apply when an Order Form or statement of work says they do. Using the software alone does not engage them, and nothing here obliges either of us to buy or sell services we have not agreed in writing.
1. What these services are
Onboarding. Helping you stand the platform up: configuring organizations, agents and appliances, setting protection policies and retention, and getting the first backups verified.
Migration. Moving you from another backup product, including planning the cutover and confirming that what mattered came across. Historical recovery points held in another vendor's format are generally not transferable, and we will say so plainly at the outset rather than at the end.
Recovery assistance. Working alongside you during an actual incident: bringing systems up from recovery points, standing up virtualized replacements, and helping you get to a clean point after an attack.
Training. Sessions for your team on operating the platform, reading its evidence, and running a restore before you need to.
Technical services. Anything else we agree in a statement of work.
2. How they are bought and delivered
Services are bought as an agreed block of hours or a fixed scope, set out in an Order Form or statement of work that names the work, the fee, and the period during which it is available.
Work is performed remotely unless the statement of work says otherwise. If on site work is agreed, reasonable travel and accommodation are chargeable in addition, and we will estimate them before we book anything.
Unused hours expire at the end of the period stated. We will tell you before they do.
3. Recovery assistance during an incident
Recovery assistance is the one service people buy while something is going wrong, so two things are worth stating in advance rather than discovering under pressure.
We will help, and we cannot promise an outcome. What can be recovered depends on what was protected, when it was last protected successfully, and what the incident did. We will tell you what the recovery points show and what we believe is achievable from them. Nothing in this document is a warranty that a particular system, file or point in time can be restored.
Decisions remain yours. We advise; you decide what to restore, where, and in what order. Where we act directly in your environment we do so on your instruction and within the access you grant, and you should grant no more than the work requires.
If an incident may involve a criminal act, a regulator, an insurer or a notification obligation, that is your call to make and your counsel to advise on. We will preserve what we hold and cooperate with a lawful request.
4. What you need to do
Services depend on you as much as on us. You will:
- give us access, information and people in time for the work to proceed;
- hold the authority to grant that access, including from any customer of yours whose systems are involved;
- keep your own backup of anything you would not want to lose before we begin work that changes a live system;
- name someone who can make decisions during the engagement.
Where a delay is caused by something on your side, the period in the statement of work may be extended by agreement, and time already booked may still be chargeable.
5. Fees
Fees are set out in the Order Form or statement of work and are payable on the terms stated there. Fees for services already delivered are not refundable. A block of hours may be cancelled before any of it is used, and once work has started the unused balance stands or is refundable only if the statement of work says so.
6. Who owns what
We own the methods, tools, templates and know how we bring to the work, and anything we develop that is not specific to you, including improvements to the platform. You own your data and your configuration.
Documents we produce for you, such as a runbook, a migration plan or a recovery report, are yours to use inside your business and with the customers the work was done for. You may not resell them as a product.
7. Confidentiality and personal information
Anything we learn about your business or your customers during an engagement is confidential and covered by the confidentiality terms of the Terms of Service. Where the work involves personal information we handle it as a service provider on your instructions, as described in our Privacy Policy.
8. Warranty and liability
We will perform services with reasonable skill and care, by people competent to do the work. That is the whole of the warranty: services are otherwise provided as described in the statement of work and without further warranty, express or implied.
Our liability arising from these services is subject to the limitations and exclusions in the Terms of Service, and those limits apply to the agreement as a whole rather than separately to each part of it.
9. If a conflict arises
Where these Additional Services Terms conflict with the Terms of Service, these prevail, and only in respect of the services described here. Where a signed statement of work conflicts with either, the statement of work prevails for the engagement it covers.
10. Changes
We will post any change here and update the date at the top. A change does not alter a statement of work already signed.