Support Hours — Terms & Conditions

CyberLagom B.V.

Terms governing CyberLagom Support Hours services

Version 2.0 — effective 27 October 2026

These terms and conditions apply to all Support Hours offered by CyberLagom B.V. By purchasing a support package, you agree to these terms.

1. Service Description

1.1
CyberLagom B.V. provides specialist Idira/CyberArk consulting services on a best-effort basis.
1.2
The service is advisory in nature. CyberLagom engineers apply their expertise to assist the Customer in resolving challenges; however, the service consists of consultation time, not guaranteed outcomes.

2.1
In Scope
- Idira/CyberArk-related consulting
- Troubleshooting & error analysis
- Configuration guidance
- Best-practice advice
2.2
Out of Scope
- Third-party product issues
- Unsupported or non-standard configurations
- Custom development or project-based work beyond reasonable support scope
2.3
Requests outside the scope may require a separate agreement or additional services.

3.1
The Customer remains fully responsible for:
- Their infrastructure, configurations, and operational decisions
- Providing timely access, accurate information, and cooperation
- Testing and validating changes before applying them in production
- Maintaining adequate backups and recovery procedures
3.2
CyberLagom shall not be responsible for any impact resulting from the implementation of advice, recommendations, or changes.

4.1
Purchased Support Hours are valid for three (3) years from the date of purchase.
4.2
All purchased hours are non-refundable.
4.3
By completing the purchase, the Customer expressly consents to immediate service availability and waives any right of withdrawal in accordance with EU Directive 2011/83/EU.

5.1
Support Hours are sold as expert consultation time. CyberLagom does not guarantee that any specific issue will be resolved within the purchased hours or at all.
5.2
While CyberLagom applies industry best practices and commercially reasonable efforts, outcomes depend on factors outside its control, including system complexity, configurations, and third-party technologies.

6.1
Sessions are scheduled via the online booking system and are subject to availability.
6.2
Cancellations must be made at least 24 hours in advance. Late cancellations or no-shows will be deducted from the hour balance.

7.1
All time reasonably spent in relation to the Customer's request is billable. This includes:
- Investigation and troubleshooting during the session
- Post-session follow-up work if agreed on during the session
7.2
Time spent by CyberLagom prior to the session (e.g. preparation) is not billable.
7.3
After each session, the Customer will receive a transparent report containing: a summary, the total hours spent, and a detailed breakdown per issue including the time spent on each.
7.4
Time is tracked in 15-minute increments (rounded up).
7.5
If the Customer reasonably disputes recorded time, they may initiate a complaint process, which will be reviewed in good faith.

8.1
CyberLagom is not responsible for the performance, availability, or limitations of third-party systems, including but not limited to Idira/CyberArk, Microsoft, or other integrated platforms.
8.2
Issues arising from such systems may impact the ability to resolve incidents.

9.1
CyberLagom reserves the right to refuse or suspend work where requested actions:
- Introduce security risks
- Violate best practices
- Conflict with applicable laws or vendor guidelines

10.1
Both parties agree to treat all non-public information as confidential.
10.2
CyberLagom will not disclose Customer-specific information to third parties without prior consent, unless required by law.

11.1
To the maximum extent permitted by applicable law:
- CyberLagom shall not be liable for any indirect, consequential, or incidental damages, including loss of data, revenue, or business
- CyberLagom is not responsible for issues resulting from Customer actions, third-party systems, or implementation of advice
- CyberLagom's total liability shall be limited to the amount paid for the relevant Support Hours

12.1
Payment is due upfront before any session can be scheduled. All prices are in EUR and exclude VAT unless stated otherwise. VAT is applied per Dutch and EU regulations.

13.1
These terms are governed exclusively by the laws of the Netherlands.
13.2
Any disputes arising out of or in connection with these terms or the services provided shall be submitted exclusively to the competent court in the Netherlands.

14.1
CyberLagom reserves the right to update or modify these Terms & Conditions. Continued use of the services after such changes constitutes acceptance of the updated terms.

For privacy, GDPR and data breaches: privacy@cyberlagom.com