Hacked.Help trades as a brand of Fortify 24x7, called "we" throughout what follows. Putting a line on the board, or running one you already bought, brings these terms into force for you. They are brief deliberately, and far better read now than discovered later.
Section 01The service
Ongoing managed security, sold by the unit and run by Fortify 24x7 on commercial platforms we license and operate. The families available are application allowlisting, managed detection and response, mail security with awareness training, device, Apple fleet and handset management, backup with continuity testing, and data loss prevention.
Whatever capability, cadence, retention window or storage allowance appears on the solutions page for a line is the capability you are buying on that line. Where the page and a sales conversation disagree, the page governs.
Section 02Scope, and what falls outside it
This deserves its own heading because it is the thing most easily misread in a bad week. Everything on this board is continuing protection. None of it is an emergency callout, a forensic examination, breach investigation, regulator notification, an insurance claim, or legal advice, and no purchase reverses an event that has already run its course.
Need any of those, tell us before you pay. You will get a direct answer about which parts fall inside a subscription and which would take a separate engagement. We would rather lose the sale than take money for the wrong thing.
Section 03How the money works
Each line bills monthly, one month ahead, at the rate shown against whichever unit the line counts. That might be an endpoint, a node in a cluster, a mailbox, a named user, a handset, a server, one company ledger, or an entire tenant. Stripe collects it. The entry on your statement reads FORTIFY 24X7. It renews by itself each month until you stop it, and adjusting a quantity lands on your following invoice, never on one already paid.
Section 04Ending the subscription
Stop whenever you want. Do it from the billing portal, or simply write and tell us. Stopping cancels the next renewal only. Protection you have already paid for stays on until that month runs out and then lapses. Money back is covered in the Refund Policy.
Section 05Custody of your material
Anything we hold on your behalf is sealed with AES at a 256-bit key while stored, wrapped in transit, and kept on infrastructure that is not part of what it protects. It stays your material throughout. Our engineers reach into it only where running the service demands it, where you have asked us to, or where a law leaves us no choice. The Privacy Policy spells out the mechanics.
Section 06What we need from you
- Deploying the agents we issue, or approving the platform connectors, so the controls can do anything at all. A line bought and never rolled out defends nothing and still bills.
- Keeping the card current and the account address monitored. Security notifications, failure alerts and sign-in links all arrive there.
- Answering escalations that only you can decide, such as authorising us to pull a business-critical machine off the network.
- Checking that the quantities you bought describe the estate you meant. We charge for what you selected, and no control can defend a device, mailbox or tenant that nobody put in scope.
Section 07Standard of service, and the limit on liability
We work to the standard a competent provider in this field would be held to, from a desk that is staffed at every hour. No combination of controls prevents every incident, and a vendor telling you otherwise is describing a product that does not exist. A great deal of what protection rests on sits outside our reach: your connectivity, the judgement of your people, whether the systems being protected are even switched on, and the interfaces the platforms we integrate with choose to expose.
To the fullest extent the law allows, whatever we owe on any claim is capped at the fees you paid us across the three (3) months before it arose, and loss that is indirect or consequential is excluded.
Section 08Consent to monitor
The tooling we install can see devices and activity inside your organisation. By enrolling systems you confirm you are entitled to place them under management, and that you will meet whatever notice and consent duties your jurisdiction attaches to observing your own workforce. We will not deploy against anything you do not control.
Section 09Revisions
These terms can change. Anything material reaches you by email no less than 30 days ahead of the date it starts to apply, and staying with the service past that date is how you accept it.
Section 10Reaching us
Fortify 24x7 · support@hacked.help