Terms of Service

1. Company Role

• Cloudsilicon Limited is an authorized Gold Partner reseller of Bitdefender cybersecurity products (“Vendor Products”) and a provider of managed security services.
• The Vendor Products, including Bitdefender GravityZone, are governed by their own end-user license agreements, terms of service, and privacy policies. Acceptance of those terms is required upon product activation.
• Cloudsilicon does not guarantee the performance, security outcomes, results, or functionality of Vendor Products. Our role is to provision, configure, and support the products on your behalf.
• Cloudsilicon is not the manufacturer or developer of any Vendor Product. Product defects, failures, or warranty claims must be directed to the respective vendor.

2. Eligibility

You must be at least 18 years of age and legally authorized to enter into agreements on behalf of yourself or your business. By using our services, you represent and warrant that you meet these requirements and that all information you provide is accurate and complete.

3. Services Offered

CloudSilicon provides the following categories of service:

• Managed Security Services (GTA/Hamilton): Tier A (Core Protection), Tier B (Active Defence), and Tier C (24/7 SOC) endpoint security services billed monthly per endpoint in CAD.
• Bitdefender GravityZone Term Licenses: 12, 24, or 36-month term licenses for North American organizations, billed in CAD or USD. Includes Business Security, Premium, Enterprise, MDR, and XDR tiers.
• Add-On Modules: Patch Management, Full Disk Encryption, Extended Email Security, Datacenter Security, and PHASR, billed per endpoint per month on the same term as the base license.
• Professional and Onboarding Services: Configuration, deployment support, and onboarding. Tier C managed services include a one-time CA$599 onboarding fee.
• Informational Tools: Free dark web breach check and other website-based tools, provided for informational purposes only and not constituting a security audit or guarantee.

4. Billing and Payments

• Currency: Canadian clients are billed in CAD. Clients outside Canada are billed in USD. Pricing is fixed for the duration of the agreed service term and is not subject to mid-term increases.
• Taxes: We charge GST/HST to Canadian clients in accordance with Canadian law. No Canadian sales tax is applied to billing addresses outside Canada. International clients are responsible for any taxes applicable in their own jurisdiction.
• Billing Cycle: Monthly managed services are billed monthly in advance. Term licenses are invoiced at the schedule agreed upon at time of purchase.
• Payment Method: Customers must provide and maintain valid payment details. Failure to do so may result in service suspension after reasonable notice.
• Late Payment: Accounts more than 30 days past due may be subject to service suspension. Accounts more than 60 days past due may result in license deactivation and referral for collections.
• Onboarding Fee: The CA$599 Tier C onboarding fee is invoiced at the time of service activation and is non-refundable.

5. Refunds and Returns

• All sales are final.
• Once goods, licenses, or services are delivered or activated, they cannot be refunded, cancelled, exchanged, or adjusted in any way.
• Customers are responsible for ensuring product compatibility, suitability, and seat count accuracy prior to purchase.
• Where a 30-day trial is offered, no refund is available after the trial converts to a paid subscription or after a term license is activated.
• In the event of a billing error on our part, we will apply a credit to your next invoice rather than issue a refund.

6. Term Licenses

Purchases of 12, 24, or 36-month term licenses represent a commitment for the full term. The following conditions apply:

• Early termination does not entitle the customer to a pro-rated refund or credit.
• License keys are activated upon delivery. The term begins from the date of activation, not the date of purchase.
• Seat count changes during the term may be accommodated at CloudSilicon’s discretion and may result in a co-termed invoice for the additional seats.
• Renewal pricing is subject to change. Customers will be notified at least 30 days before renewal of any pricing changes.
• Failure to renew before expiry may result in a lapse in protection. CloudSilicon is not liable for any security incidents occurring during a lapse caused by non-renewal.

7. Managed Services (Tier A / B / C)

• Managed services are provided on a month-to-month basis for Tiers A and B. Tier C requires a minimum 3-month commitment.
• Response time SLAs (4-hour for Tier B, 30-minute for Tier C) are targets, not guarantees. SLA performance is dependent on network connectivity, system availability, and the nature of the incident.
• CloudSilicon and its SOC partners will take pre-approved response actions on your behalf under Tier C. You acknowledge that these actions, including endpoint isolation and process termination, may affect business operations.
• CloudSilicon uses third-party helpdesk and SOC partners to deliver managed service components. These partners are bound by confidentiality obligations.

8. No Warranties

• Cloudsilicon provides products and services “as-is” and “as-available.”
• We make no warranties, express or implied, including but not limited to merchantability, fitness for a particular purpose, or non-infringement.
• Security outcomes, including prevention of breaches, ransomware, or data loss, cannot be guaranteed. No cybersecurity product or service can guarantee 100% protection.
• The free dark web breach check tool is provided for informational purposes only and does not constitute a security assessment, audit, or guarantee of any kind.

9. Limitation of Liability

• Cloudsilicon Limited shall not be liable for any direct, indirect, incidental, consequential, special, or punitive damages arising from or related to the use of Vendor Products or our services, including but not limited to loss of data, loss of profits, business interruption, or security incidents.
• You acknowledge that Cloudsilicon is not the manufacturer or developer of Vendor Products and that your sole recourse for product-related defects lies with the respective vendor (e.g., Bitdefender).
• In no event shall our total aggregate liability to you for any claim arising out of or related to these Terms or our services exceed the total amount paid by you to Cloudsilicon in the three (3) months immediately preceding the claim.
• Some jurisdictions do not allow exclusion of certain warranties or limitation of liability. In such jurisdictions, our liability is limited to the maximum extent permitted by law.

10. Indemnification

You agree to indemnify, defend, and hold harmless Cloudsilicon Limited, its directors, officers, employees, agents, and partners from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

• Your use of our services or Vendor Products.
• Your violation of these Terms.
• Your violation of any applicable law or the rights of any third party.
• Any content or data you submit through our platforms.

11. Termination

• Either party may terminate monthly managed services with 30 days’ written notice, subject to any outstanding billing obligations.
• Cloudsilicon may immediately suspend or terminate access to services if you breach these Terms, fail to maintain payment, or engage in conduct that violates applicable laws or poses a risk to other clients or our infrastructure.
• Upon termination, you remain responsible for any amounts owing up to and including the final billing cycle. License keys already activated remain the customer’s property for the duration of their term.

12. Intellectual Property

• All intellectual property rights in Vendor Products remain with their respective vendors. Your license to use Vendor Products is governed by the vendor’s EULA and does not transfer ownership.
• Cloudsilicon retains all ownership rights in its website content, branding, pricing frameworks, service documentation, and marketing materials.
• You may not reproduce, distribute, or create derivative works from CloudSilicon’s proprietary materials without prior written consent.

13. Governing Law & Jurisdiction

• These Terms are governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein.
• Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Ontario, Canada.
• The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms.

14. Force Majeure

We are not responsible for delays or failures in service delivery due to events beyond our reasonable control, including but not limited to cyberattacks targeting our infrastructure or vendors, natural disasters, pandemic, internet outages, power failures, or governmental actions. We will notify affected clients and work to restore service as quickly as reasonably possible.

15. Changes to Terms

We may update these Terms at any time. For active clients, material changes will be communicated by email at least 14 days before taking effect. Changes will be posted on this page with an updated date. Continued use of our services after the effective date of changes constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you must discontinue use of our services.

16. Entire Agreement

These Terms, together with any applicable order forms, service agreements, or statements of work, constitute the entire agreement between you and CloudSilicon with respect to the subject matter herein, and supersede all prior or contemporaneous communications and proposals, whether oral or written.

17. Contact Us

• CloudSilicon Limited
• Ontario, Canada
• Phone: 1-888-266-5334
• Email: support@cloudsilicon.com