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Terms of Service

Last updated: September 9, 2026

Scope of this document

These terms describe the general conditions under which Distguard E.I.R.L. provides cloud infrastructure, automation, hardening, observability, integration, and technical support services. The information published on this website is for reference only; final scope, deliverables, pricing, timelines, work windows, owners, and service levels are formalized in a commercial proposal, service order, or specific contract signed with the client. In case of discrepancy, the specific contractual document prevails.

Services we may provide

Services may be delivered as a project, hourly package, recurring support, or managed service, depending on what is agreed. Availability of each service depends on the assessment, criticality, access, technical dependencies, and commercial terms accepted by both parties.

Managed AWS infrastructure

May include: review, administration, monitoring, optimization, and support for AWS services such as EC2, RDS, VPC, IAM, storage, networking, security, backups, costs, and cloud architecture.
Does not include: usage costs, licenses, AWS enterprise support, or third-party charges unless expressly agreed.

Infrastructure as Code (IaC)

May include: design, development, review, and maintenance of reproducible infrastructure with Terraform, OpenTofu, or other agreed tools; repository organization, versioning, documentation, and review workflows.
Does not include: automatic responsibility for applications, data, or services created outside the contracted scope.

CI/CD and DevOps automation

May include: design and implementation of pipelines, deployment automation, validations, repetitive operational tasks, pre-production controls, and operational documentation.
Does not include: functional development of the client's software, remediation of internal application debt, or guarantees of incident-free deployments when dependencies are outside Distguard's control.

Hardening, security, and compliance

May include: hardening of systems, services, networks, cloud, and infrastructure using good practices, NIST CSF 2.0, CIS Controls 8.1, applicable hardening guidance, and technical requirements related to PCI-DSS, SOC 2, or other agreed frameworks as references.
Does not include: formal certification, legal opinion, official audit, or representation as a certifying body. Distguard does not act as a Qualified Security Assessor (QSA), CPA auditor, ISO certification body, or regulatory authority unless expressly arranged with an authorized entity.

Observability, logs, and SIEM/XDR

May include: design, deployment, configuration, and production rollout of solutions such as Elasticsearch, Logstash, Kibana, Wazuh, alerts, dashboards, log retention, and operational documentation.
Does not include: 24/7 monitoring, continuous incident response, indefinite data retention, or advanced forensic investigation unless specifically contracted.

Middleware, integration, and technical components

May include: development of scripts, services, or integration components using technologies such as Python, C++, APIs, queues, scheduled processes, or connectors between systems.
Does not include: unlimited support for third-party applications, commercial licenses, guarantees of future compatibility with external APIs, or uncontracted evolutionary maintenance.

Linux, Unix/BSD, networking, and perimeter security

May include: support and hardening for Linux systems such as Ubuntu, Debian, AlmaLinux, Rocky Linux, Alpine, and Arch Linux; as well as technical operation related to FreeBSD, pfSense, firewalls, routing, VPN, segmentation, and secure connectivity.
Does not include: replacement of official vendor support, guarantees over physical hardware, or on-site intervention not previously agreed.

Performance and operations support

May include: diagnosis of high load, bottlenecks, resource consumption, services, processes, logs, queries, networking, storage, configurations, and improvement recommendations.
Does not include: a guarantee that future incidents will be fully eliminated or responsibility for failures caused by changes, users, providers, or systems outside our control.

Proposal, scope, and change control

Each engagement must have an approved scope. Any new requirement, priority change, architecture modification, expanded schedule, urgent activity, additional environment, or unplanned task may require a new estimate, change approval, or supplemental contract.

Client responsibilities

• Provide accurate information, required access, technical contacts, and timely approvals.
• Designate owners to validate changes, maintenance windows, and deliverables.
• Keep licenses, accounts, vendor contracts, and third-party service payments current.
• Back up critical data before changes when the scope does not explicitly include a backup strategy.
• Inform regulatory, privacy, security, or continuity restrictions that may affect the service.

Access, credentials, and least privilege

When access to client systems is required, we request the minimum privileges sufficient to perform the work. Credentials should be provided through secure channels and, where possible, through named users, temporary roles, MFA, audit logs, and revocation at service completion. The client remains responsible for approving, monitoring, and revoking access in its platforms.

Production environments, backups, and maintenance windows

Production changes should be executed during agreed windows and with a reasonable rollback plan when the risk warrants it. Unless expressly agreed, Distguard does not guarantee continuous availability during infrastructure changes, migrations, updates, restorations, or tasks that depend on third parties. The existence, integrity, and restorability of backups should be validated before sensitive changes.

Service levels and support hours

Standard commercial and technical support is Monday to Friday, 9:00 am to 6:00 pm (UTC-5). Any SLA, 24/7 coverage, on-call support, response time, resolution time, after-hours support, or escalation model must be expressly stated in the proposal or contract. Resolution times may depend on third parties, access availability, technical complexity, and client approval.

Deliverables, documentation, and evidence

Depending on scope, deliverables may include configurations, IaC repositories, scripts, diagrams, change logs, technical documentation, recommendations, findings reports, or audit-useful evidence. Delivery of technical evidence does not constitute certification, legal opinion, or formal compliance approval.

Intellectual property and technical reuse

Unless otherwise agreed, specific deliverables developed and paid for by the client are transferred to the client at project closure. Distguard retains rights over methodologies, pre-existing knowledge, templates, libraries, internal tools, generic automations, and non-exclusive technical experience used to provide the service.

Confidentiality and information protection

Client technical information, credentials, diagrams, incidents, configurations, operational data, and documentation are treated as confidential. We may sign a specific NDA when required by the client. The client should avoid sharing personal data, secrets, or sensitive information that is not necessary for the contracted scope.

Use of tools, third parties, and AI assistance

We may use support, documentation, analysis, automation, AI-assisted, repository, ticketing, or cloud provider tools to deliver the service. When using a tool may involve sensitive client information, minimization, confidentiality, and approval criteria will be applied as appropriate. Third-party services are governed by their own terms, costs, and availability.

General limitations and exclusions

• No system is guaranteed to be free of vulnerabilities, failures, interruptions, or future incidents.
• Illegal, intrusive, or offensive testing activities are not included without express authorization and written scope.
• Data recovery, forensic analysis, permanent monitoring, and incident response are not included unless specifically contracted.
• We are not responsible for changes executed by third parties, client users, or external providers.
• We do not replace the client's internal legal, regulatory, accounting, labor, or compliance obligations.

Payments, suspension, and termination

Payment terms, taxes, currency, invoicing, renewals, and penalties are defined in the proposal or contract. Distguard may suspend activities due to non-payment, lack of access, unaccepted risks, unsafe instructions, misuse of the service, or material client breach.

Responsibility for third-party infrastructure

Distguard does not control or guarantee the availability, policy changes, pricing, limits, security, performance, or continuity of external providers such as AWS, Cloudflare, registrars, ISPs, manufacturers, open source projects, SaaS platforms, or other services used by the client.

Updates to these terms

We may update these terms when services, the website, operational requirements, or legal conditions change. The last updated date indicates the current published version.

Contact

Distguard E.I.R.L. · support@distguard.com · +51 993 601 835