Last Updated on July 30, 2025
These Terms and Conditions (“Terms”) govern the delivery and use of Cyberlabs' Managed Cybersecurity and Network Operations Center (NOC/SOC) services (“Services”). By engaging with Cyberlabs, the Client (“you”) agrees to be bound by these Terms. If entering into this agreement on behalf of an organization, you confirm that you have the authority to bind that entity to these Terms. These Terms are legally binding and govern the scope, limitations, and responsibilities of both Cyberlabs and the Client. Any deviation from these Terms must be agreed upon in writing.
1.
Service Overview
Cyberlabs provides proactive, scalable, and industry-aligned managed services through its Network Operations Center (NOC) and Security Operations Center (SOC). These services are designed to:
Protect digital assets from evolving cyber threats
Ensure business continuity through real-time monitoring and rapid incident response
Support regulatory compliance across various frameworks and standards
Optimize operational efficiency through automation and expert oversight
Our solutions are modular and adaptive, tailored to meet the unique needs of each client environment—whether on-premises, cloud-based, or hybrid.
Key service objectives include:
Minimizing downtime through continuous monitoring and proactive maintenance
Strengthening cyber resilience via threat detection, response, and prevention
Streamlining operations with integrated tools, workflows, and expert support
The full scope of services, including deliverables, timelines, and performance metrics, will be defined in the Service Level Agreement (SLA) and Statement of Work (SOW) mutually agreed upon by Cyberlabs and the Client.
2.
Scope of Services
Cyberlabs provides comprehensive managed services through its Network Operations Center (NOC) and Security Operations Center (SOC). The core offerings include:
2.1 Network Operations Center (NOC)
Our NOC services ensure optimal network performance, reliability, and visibility through:
24/7 Network Monitoring: Continuous surveillance of network health, uptime, and performance metrics.
Performance Tuning: Proactive adjustments to optimize bandwidth usage and device efficiency.
Utilization Tracking: Monitoring of device and bandwidth consumption to identify bottlenecks and forecast capacity needs.
Configuration Management: Regular backups, version control, and lifecycle tracking of network configurations.
Automated Alerting & Ticketing: Real-time alerts integrated with ticketing systems for rapid issue identification and resolution.
Incident Triage & Escalation: Structured workflows for categorizing, prioritizing, and escalating incidents based on severity and impact.
2.2 Security Operations Center (SOC)
Our SOC services provide advanced threat detection, response, and compliance support:
Threat Intelligence & Anomaly Detection: Integration of global threat feeds and behavioral analytics to identify suspicious activity.
Security Information and Event Management (SIEM): Centralized log collection, correlation, and analysis for real-time threat visibility.
Endpoint Detection & Response (EDR): Deployment and monitoring of EDR solutions to detect and contain endpoint threats.
Audit Trails & Log Management: Comprehensive logging and traceability for forensic analysis and compliance reporting.
Firewall & IPS Management: Tuning and monitoring of firewalls and intrusion prevention systems to block malicious traffic.
Compliance Mapping: Alignment with regulatory and industry standards such as ISO 27001, NIST CSF, PCI-DSS, and HIPAA, tailored to client requirements.
3.
Client Responsibilities
To ensure effective and uninterrupted service delivery, the Client agrees to:
Provide Timely Access: Grant Cyberlabs access to relevant infrastructure, systems, documentation, and designated personnel as needed to perform services.
Communicate System Changes: Notify Cyberlabs in advance of any planned changes, upgrades, or modifications to systems that may affect service operations or security posture.
Support Risk Mitigation: Actively participate in risk management initiatives, including policy enforcement, incident response coordination, and implementation of recommended security measures.
Maintain Third-Party Compliance: Ensure that all required third-party software licenses are valid and up to date, and that firmware updates are applied regularly to supported devices.
Follow Agreed Protocols: Adhere to agreed-upon procedures, timelines, and responsibilities as outlined in the Scope of Work (SOW) and Service Level Agreement (SLA).
Ensure Internal Readiness: Assign appropriate internal resources and decision-makers to facilitate collaboration, approvals, and timely resolution of issues.
4.
Service Availability
Cyberlabs services are available 24x7x365, subject to the following conditions:
Scheduled Maintenance: Routine maintenance activities will be communicated to clients at least 48 hours in advance via the Client Portal or email. These activities are planned to minimize disruption and typically occur during off-peak hours.
Emergency Maintenance: In the event of unforeseen technical issues or vulnerabilities, Cyberlabs may perform emergency maintenance without prior notice to ensure service continuity and security. Clients will be notified as soon as reasonably possible following the event, along with a summary of actions taken.
Force Majeure Events: Service disruptions caused by events beyond Cyberlabs’ reasonable control—including but not limited to natural disasters, widespread internet outages, civil unrest, or government-imposed restrictions—shall not be considered a breach of service obligations. Cyberlabs will make reasonable efforts to restore services promptly and keep clients informed throughout the disruption.
5.
Performance Metrics and SLA Commitments
Cyberlabs is committed to delivering high-quality services aligned with strict Service Level Agreement (SLA) metrics. These metrics are tailored to operational priorities and incident severity levels to ensure timely response and resolution.
SLA Classification and Targets:
Note: Response time refers to the time taken to acknowledge and begin addressing the issue. Resolution time refers to the time taken to fully resolve the issue or provide a workaround.
Monthly Reporting and Insights
Cyberlabs provides comprehensive monthly reports to ensure transparency and continuous improvement. These reports include:
Threat Landscape Snapshots: Summary of detected threats, emerging risks, and threat intelligence highlights.
Ticket Resolution Statistics: Breakdown of incident volumes, response/resolution times, and SLA compliance rates. Network Health Indicators: Performance metrics, uptime statistics, and infrastructure utilization trends.
Security Posture Scoring: Assessment of the client’s overall security maturity based on observed vulnerabilities, compliance status, and response effectiveness.
6.
Limitations and Exclusions
Cyberlabs shall not be held liable for the following:
Devices, systems, or components outside the agreed scope of services
Remediation of vulnerabilities introduced by the client
Repairs or maintenance of physical infrastructure
Software development or application security services unless explicitly included in the agreement
Security breaches resulting from third-party incidents beyond Cyberlabs’ operational control
Issues arising from unmanaged or unsupported third-party systems
Breaches caused by client-side misconfigurations, negligence, or failure to follow recommended practices
Requests or services not defined within the Scope of Work (SOW) or Service Level Agreement (SLA)
7.
Data Protection and Confidentiality
Cyberlabs adheres to a privacy-first approach, ensuring robust safeguards for client data:
All data is managed in accordance with our Privacy Policy.
Security controls are implemented based on industry best practices, including advanced encryption protocols.
Data is encrypted both in transit and at rest to maintain confidentiality and integrity.
Role-based access controls and multifactor authentication are standard across all systems.
Clients may request data handling audits or access logs with reasonable prior notice.
8.
Commercial Terms
Fees and billing cycles will be specified in your Commercial Proposal. Invoices must be settled within the payment terms specified in the proposal. Failure to pay may result in service suspension.
9.
Termination
Either party may terminate this agreement by providing written notice within the timeframe specified in the Commercial Proposal.
Cyberlabs reserves the right to terminate the agreement in the event of a breach, including but not limited to non-payment or violation of security policies.
Upon Termination:
Cyberlabs will support data handover within the number of days outlined in the proposal.
Optional transition services may be offered under a separate agreement, subject to mutual consent.
10.
Governing Law
These Terms shall be governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to its conflict of law principles.
Dispute Resolution: In the event of any dispute, controversy, or claim arising out of or relating to these Terms or the Services provided, the parties shall first attempt to resolve the matter through good faith negotiations.
Arbitration: If the dispute cannot be resolved amicably within thirty (30) days, it shall be submitted to binding arbitration under the rules of the Philippine Dispute Resolution Center, Inc. (PDRCI) or a mutually agreed arbitration body.
Venue: The arbitration shall be conducted in Taguig City, Metro Manila, Philippines, and the proceedings shall be held in English.
Finality: The decision of the arbitrator(s) shall be final and binding on both parties, and judgment upon the award may be entered in any court having jurisdiction.
11.
Updates
Cyberlabs reserves the right to amend these Terms and Conditions at any time to reflect changes in services, legal requirements, or operational practices.
Updated Terms will be communicated to clients through the Client Portal and/or via registered email.
Clients are encouraged to review updates promptly upon receipt.
Continued use of Cyberlabs services following the issuance of updated Terms will constitute acceptance of the revised conditions.
If a client has concerns or objections regarding the updates, they may contact Cyberlabs within a reasonable period to discuss potential accommodations or clarifications.
