Master Services Agreement

1. How this agreement works

This Master Services Agreement ("MSA") applies when you buy managed or professional services from Vigilbase under an Order Form, such as Managed Cloudflare, Vigilbase Shield, Managed SOC, onboarding or incident response. You accept it by signing or accepting an Order Form or checkout that refers to it.

The MSA adds to the Terms of Service, which it incorporates. Words defined in the Terms of Service have the same meaning here. The Data Processing Addendum and the service level terms also apply. The order of precedence in section 22 of the Terms of Service applies.

The Vigilbase party to this MSA is the entity named on your Order Form or invoice, or Vigilbase LLC if none is named, as described in section 2 of the Terms of Service. Governing law and disputes follow that entity.

2. Order Forms and statements of work

Each Order Form or statement of work describes the services, scope, environments and accounts covered, the service level tier, fees, term and any deliverables. Changes to scope need a written change request signed or accepted by both parties, which may adjust fees and timelines.

Our ability to deliver depends on you providing timely access, permissions, information, decisions and a named contact. If a delay on your side affects the services, timelines move by a reasonable period and we are not responsible for the consequences of the delay.

3. Running your environment

We operate within the access you grant and the controls agreed in the Order Form. We make changes under the agreed change process or runbooks. During an active attack or a serious risk to your services we may take protective action within our permissions without prior approval, and we will tell you promptly what we did and why.

You remain the owner of your domains, applications and data. Where we supply a Cloudflare account or licence for you, we will transfer administration of your configuration to you or a provider you choose when the services end, provided all undisputed fees have been paid.

4. Our people and subcontractors

Our support and operations teams in Kenya, South Africa, the United Arab Emirates and Portugal provide follow-the-sun coverage and are employed by Vigilbase LLC. Our personnel are bound by confidentiality obligations and complete security training, and we screen them before they get access to customer environments, to the extent local law allows.

We may use Affiliates and subcontractors to deliver the services. We remain responsible for their work and for their compliance with this MSA. Subcontractors that process Personal Data are listed in the Vigilbase Trust Center.

5. Service levels

The service level tier in your Order Form (Core, Priority or Critical) applies as set out in the service level terms. If none is named, Core applies.

6. Fees

Fees for managed services are fixed monthly fees as stated in the Order Form, plus any onboarding fee and usage charges it specifies. Travel and other expenses are charged only if you approve them in advance. Section 9 of the Terms of Service applies to invoicing, payment, disputes, taxes and suspension.

7. Term, renewal and termination

Each Order Form runs for its stated term and renews as described in section 10 of the Terms of Service. Neither party may terminate an Order Form for convenience during a committed term unless the Order Form allows it. Monthly Order Forms without a committed term may be terminated by either party with 30 days' written notice.

This MSA continues while any Order Form under it is in force. When none remains, either party may end it with written notice.

8. Exit assistance

When an Order Form ends, for any reason other than your uncured breach, we will provide reasonable help for up to 30 days to hand over configurations, documentation and account administration to you or your new provider. Help beyond a standard handover is charged at our current rates.

9. Contact

Questions about this MSA?

Email

legal@vigilbase.com

Phone

+1 (855) 458-4445

Address

Vigilbase LLC
Legal Department
1908 Thomes Ave #12112
Cheyenne, WY 82001
United States