1. Parties and Acceptance of Terms

This Service Agreement (“Agreement”) is entered into between The Cyber Friend LLC, a Michigan limited liability company (“Provider,” “we,” “us,” or “our”), and the individual or organization completing the subscription checkout (“Subscriber,” “you,” or “your”).

By checking the acceptance checkbox at the bottom of this page and completing payment through Stripe, you confirm that you have read, understood, and agree to be legally bound by all terms in this Agreement. You represent that you have the legal authority to bind yourself or your organization to this Agreement.

The name, business name, and email address you provide on the Stripe checkout page serve as your identifying information under this Agreement. Your Stripe payment receipt, combined with your acceptance on this page, constitutes the complete record of your agreement. This Agreement becomes effective as of the date and time your payment is successfully processed.

2. Onboarding and Customer Service Manager Assignment

Within one (1) business day of your first successful payment, The Cyber Friend LLC will send onboarding documentation to the email address provided during Stripe checkout. This documentation will include your dedicated submission email address, whitelisting instructions, submission best practices, authorized contact list requirements, and the name and dedicated contact email address of your assigned Customer Service Manager.

Every Subscriber is assigned a dedicated Customer Service Manager (“CSM”) who serves as their primary point of contact for all service-related matters. This includes but is not limited to submission questions, credit requests, additional user requests, add-on purchases, billing inquiries, and dispute escalations. Your CSM is reachable via the dedicated support email address provided in your onboarding documentation. Subscriber should direct all account-related communications through their CSM rather than general contact channels to ensure timely handling.

Subscriber is required to return a completed list of authorized contacts — including the full name and email address of each authorized user — within five (5) business days of receiving onboarding documentation. This contact list is required to activate full service and to prevent unauthorized use of the dedicated submission address. The Cyber Friend LLC reserves the right to dismiss submissions from unrecognized addresses until the authorized contact list has been received and confirmed.

Any submission originating from an address not included on the authorized contact list will be flagged. At the Provider’s discretion, such submissions may be dismissed without analysis and without consuming a credit. Providing an unauthorized, fabricated, or misrepresented contact constitutes a violation of this Agreement and may result in immediate suspension or termination of service without refund.

3. Description of Service and Technical Infrastructure

The Email Threat Analysis service allows Subscribers to submit suspicious emails to The Cyber Friend LLC for review. The Solo Plan covers up to five (5) authorized users and includes fifteen (15) submission credits per calendar month. Credits reset on the first day of each billing cycle. Unused credits do not roll over to subsequent months.

Analysis is performed using a combination of trained human analyst review and proprietary technology solutions developed and maintained by The Cyber Friend LLC. These internal solutions incorporate third-party analytical tools and artificial intelligence systems to assist in evaluating submitted email components including embedded links, sender metadata, message headers, and attachment indicators. All analysis is conducted on a server owned and physically managed by The Cyber Friend LLC, operating on a local-access-only basis with no external network access, no third-party vendor connectivity, and no outside system integration at the infrastructure level.

Submitted emails are received through The Cyber Friend LLC’s Microsoft Office 365 environment and transferred to the local analysis server described above. Submitted data is retained for one (1) year from the date of submission and permanently deleted thereafter, unless retention is required for active or anticipated legal proceedings, regulatory compliance, or dispute resolution purposes, in which case The Cyber Friend LLC reserves the right to retain relevant data for as long as reasonably necessary.

4. Recommended Submission Method

The Cyber Friend LLC strongly recommends that Subscribers download suspicious emails as an EML file and submit the EML file as an attachment to the dedicated submission address. This method preserves complete email header data — including the original sender IP address, authentication results, message routing details, and other metadata — that analysts rely on to make accurate and thorough threat determinations.

Forwarding an email rather than submitting it as an EML file will strip significant portions of this header data. Forwarded submissions are accepted; however, the resulting analysis may be limited in scope or result in an inconclusive determination due to the absence of critical metadata. Subscriber acknowledges that the method of submission directly affects analytical quality and that The Cyber Friend LLC bears no responsibility for reduced accuracy or inconclusive results arising from a forwarded submission.

5. Turnaround Time and Service Level Commitment

The Solo Plan carries a target turnaround time of forty-eight (48) business hours from the time a submission is received at the dedicated submission address. Business hours are defined as Monday through Friday, 8:00am to 6:00pm Central Standard Time, excluding federally recognized holidays.

Turnaround times are targets and not guarantees. Actual response times may vary based on submission volume, email complexity, missing or incomplete submission data, or circumstances beyond the Provider’s reasonable control including but not limited to acts of God, natural disasters, floods, fires, earthquakes, pandemics, acts of war, terrorism, civil unrest, governmental action, internet service provider failures, power outages, or any other event outside the Provider’s reasonable control.

The Provider does not issue automatic credits for delays unless the delay exceeds five (5) business days from confirmed receipt, in which case Subscriber may contact their assigned CSM to request a credit at the Provider’s discretion.

6. Submission Credits, Usage, and Counting Policy

Each submission received at the dedicated address consumes one (1) credit at the time of receipt, regardless of outcome. The following specific policies apply:

Unreadable or Corrupted Submissions: If The Cyber Friend LLC cannot open, process, or analyze a submitted file due to corruption, incorrect format, or technical incompatibility, no credit will be deducted. Subscriber will be notified and asked to resubmit. A credit is counted only upon successful receipt of a readable and processable submission.

Out of Scope Submissions: Submissions clearly not phishing-related — including bulk marketing emails, newsletters, automated notifications, and promotional messages — will consume one (1) credit. Analytical effort is expended in making this determination and the credit is non-refundable in these cases. Subscriber will be informed of the out-of-scope finding.

Inconclusive Determinations — Subscriber Response Required: When available data is insufficient to render a definitive verdict, The Cyber Friend LLC will issue a written request for additional information. Subscriber has seven (7) calendar days from the date the request is sent to provide the requested response. If Subscriber does not respond within this window, the ticket will be closed and the credit will be counted as used. The Cyber Friend LLC bears no further responsibility for that submission after ticket closure.

Inconclusive Determinations — Provider Determined: In cases where The Cyber Friend LLC independently determines that a definitive verdict cannot be made even with all available data, one (1) credit will be returned to Subscriber’s account. The Cyber Friend LLC will provide written recommendations for suggested next steps, which may include contacting the purported sender directly to verify legitimacy or consulting with an incident response professional.

Low Credit Notification: When a Subscriber’s remaining credit balance reaches five (5) credits within a billing cycle, The Cyber Friend LLC will send an automated notification to the designated Point of Contact on the authorized contact list. This notification is provided as a courtesy. The Cyber Friend LLC is not liable for submissions that cannot be processed due to a depleted credit balance, regardless of whether the notification was received.

Verdict Delivery and Spam or Junk Filtering: Verdicts are delivered to the email address on the authorized contact list. Subscriber is solely responsible for ensuring that communications from The Cyber Friend LLC are not filtered, blocked, auto-deleted, or redirected by client-side rules, security gateways, or spam filters. The Cyber Friend LLC strongly recommends checking spam and junk folders regularly, as verdict emails may be routed there depending on the Subscriber’s email environment. The Cyber Friend LLC is not responsible for verdicts not received due to Subscriber’s email configuration, and credits will not be refunded for this reason.

7. Additional Submission Credit Packages

Subscribers may request additional submission credits at any time during their active monthly agreement by contacting their assigned CSM via the dedicated support email address provided in onboarding documentation. Additional credits may be purchased in the following packages:

Upon request, Subscriber’s CSM will present a written offer confirming the selected package, quantity, and pricing. Subscriber will be asked to confirm whether the purchase is a one-time addition for the current billing month or a recurring monthly add-on. One-time credit packages are applied to the current billing cycle only and do not carry forward. Recurring credit packages are added to the subscription and billed each month alongside the base plan rate until Subscriber submits a written cancellation request to their CSM or the subscription is fully terminated.

Additional credit packages are invoiced separately by The Cyber Friend LLC. All additional credit purchases are non-refundable once applied to the account. If a Subscriber consistently requires additional credits each month, The Cyber Friend LLC recommends considering an upgrade to a higher-tier plan which may provide better overall value.

8. Authorized Users, User Limits, and Additional User Policy

The Solo Plan permits up to five (5) authorized users per subscription month. The Subscriber is responsible for designating and maintaining their authorized user list, which must be submitted to their CSM as part of the onboarding process. Authorized users may be rotated at the start of each new billing month by submitting an updated list to the assigned CSM prior to the billing renewal date.

Mid-cycle additions that cause the user count to exceed five (5) will not be honored for the current billing month. Submissions from addresses not on the current authorized list will be dismissed without analysis and without consuming a credit, at the Provider’s discretion.

If Subscriber requires additional users beyond the plan limit, they may contact their CSM to request an addition. Additional users are billed at a rate of ten dollars ($10.00 USD) per additional user per month. The CSM will issue a supplemental invoice and a confirmation document which Subscriber must acknowledge before the additional user is activated. If Subscriber elects to retain the additional user in subsequent months, the adjusted rate will be reflected in the next billing cycle and will continue until Subscriber submits a written removal request to their CSM or the subscription is fully terminated.

9. Unlimited Contacts Add-On

Subscribers who require an unrestricted number of authorized users may add the Unlimited Contacts add-on to their subscription for fifteen dollars ($15.00 USD) per month, billed alongside the base subscription rate. This add-on removes the per-user cap entirely and allows any number of contacts within the Subscriber’s organization to submit emails for analysis, subject to the monthly submission credit limit of the active plan.

The Unlimited Contacts add-on may be requested at any time by contacting the assigned CSM. Activation occurs at the start of the next billing cycle unless otherwise agreed upon in writing with the CSM. The add-on remains active until Subscriber submits a written cancellation request to their CSM or the subscription is fully terminated. The Cyber Friend LLC reserves the right to audit submission patterns under the Unlimited Contacts add-on and may flag or investigate unusual submission volumes that suggest misuse or unauthorized external access.

10. Nature of Verdicts and Limitation of Analytical Scope

Verdicts and recommendations provided by The Cyber Friend LLC constitute professional security guidance only. They do not constitute legal advice, forensic evidence, law enforcement referrals, or legally admissible expert opinion. All verdicts should serve as one input within a broader security decision-making process. Subscriber is strongly encouraged to use best judgment when reviewing and acting on any verdict, and to consult additional resources or professionals when circumstances warrant.

Verdicts are based solely on the content and metadata of the email as submitted and the information reasonably available to the analyst at the time of review. The Cyber Friend LLC does not investigate external systems, networks, endpoints, or infrastructure beyond the submitted email content.

No analysis service can guarantee detection of all threats. Subscriber acknowledges that verdicts may not identify all malicious content and agrees that The Cyber Friend LLC shall not be held liable for any harm, loss, breach, or damages resulting from a threat that was not identified, misidentified, or incorrectly assessed. If Subscriber or Subscriber’s users take action or fail to take action based on a verdict and that decision results in harm or loss, Subscriber assumes full responsibility for that outcome. The Cyber Friend LLC’s total liability in all cases is limited to the subscription fees paid in the thirty (30) days preceding the disputed verdict.

11. Billing, Payment, Failed Payments, and Cancellation

Your subscription is billed monthly at $47.00 USD, charged automatically to the payment method on file through Stripe on the same calendar date each month. Any active add-ons or additional user fees are billed alongside the base rate. All payments are processed by Stripe and are subject to Stripe’s terms of service in addition to this Agreement.

Failed Payments: In the event of a failed payment, service will be suspended immediately and the dedicated submission address will be deactivated. No submissions will be accepted or analyzed during a suspension period. The Cyber Friend LLC will notify Subscriber via the email address on file. Service will be reactivated only upon confirmation of successful payment. Credits do not accumulate during a suspension period and any credits remaining at the time of suspension will be restored upon reactivation, provided the account is brought current within thirty (30) calendar days. Accounts that remain in a failed payment status for more than thirty (30) calendar days may be terminated at the Provider’s discretion without further notice.

Subscriber may cancel at any time through the Stripe customer portal or by contacting their assigned CSM. Cancellation takes effect at the end of the current billing period. Subscriber retains full access to the service through the end of the paid period. No partial refunds are issued for unused days within a billing cycle.

Monthly fees are non-refundable except where The Cyber Friend LLC has failed to activate the service within three (3) business days of payment, or where The Cyber Friend LLC has materially failed to deliver the service as described in this Agreement. All refund requests must be submitted in writing to the assigned CSM or to info@thecyberfriend.com within fifteen (15) days of the charge in question.

12. Data Handling, Privacy, and Confidentiality

All submitted emails and associated content are treated as confidential. The Cyber Friend LLC will not sell, share, publish, or disclose submission content to any third party except as required by law, court order, or active legal proceeding. Submitted data is stored within The Cyber Friend LLC’s Microsoft Office 365 environment and on a locally managed, physically isolated analysis server with no external network access. Data is retained for one (1) year from the date of submission and permanently deleted thereafter, unless retention is required for legal, regulatory, or dispute resolution purposes.

Subscriber is responsible for ensuring that submitted emails do not contain data subject to regulatory restrictions prohibiting third-party review, including but not limited to Protected Health Information under HIPAA, classified government data, or attorney-client privileged communications. The Cyber Friend LLC assumes no liability for Subscriber’s failure to comply with applicable data regulations prior to submission.

13. Indemnification

Subscriber agrees to indemnify, defend, and hold harmless The Cyber Friend LLC, its members, managers, employees, contractors, and agents from and against any and all claims, damages, losses, costs, and expenses — including reasonable legal fees — arising out of or related to: (a) Subscriber’s use of the service; (b) any action or inaction taken by Subscriber or Subscriber’s users based on a verdict or recommendation; (c) Subscriber’s submission of data that violates applicable law or third-party rights; or (d) Subscriber’s breach of any term of this Agreement.

14. Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. THE CYBER FRIEND LLC EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. THE CYBER FRIEND LLC DOES NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE, UNINTERRUPTED, OR THAT ALL THREATS WILL BE DETECTED OR CORRECTLY IDENTIFIED.

15. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE CYBER FRIEND LLC SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF DATA, LOSS OF REVENUE, LOSS OF BUSINESS, SECURITY BREACHES, OR COSTS OF SUBSTITUTE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN ALL CASES, THE CYBER FRIEND LLC’S TOTAL LIABILITY SHALL NOT EXCEED THE TOTAL SUBSCRIPTION FEES PAID BY SUBSCRIBER IN THE THIRTY (30) DAYS PRECEDING THE CLAIM.

16. Dispute Resolution and Arbitration

In the event of any dispute arising out of or relating to this Agreement or the service, both parties agree to first attempt resolution through good-faith written communication. Subscriber must submit a written description of the dispute to their assigned CSM or to info@thecyberfriend.com and allow The Cyber Friend LLC fourteen (14) calendar days to respond before initiating any formal proceeding.

If the dispute is not resolved through direct communication, both parties agree to submit the matter to binding arbitration in the State of Michigan before resorting to litigation. Each party shall bear its own arbitration costs unless the arbitrator determines otherwise. Subscriber expressly waives any right to participate in a class action lawsuit or class-wide arbitration against The Cyber Friend LLC.

17. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the State of Michigan, without regard to its conflict of law provisions. Any legal proceedings not resolved through arbitration shall be brought exclusively in the state or federal courts located in Michigan, and both parties consent to personal jurisdiction in such courts.

18. Force Majeure

The Cyber Friend LLC shall not be held liable for any failure or delay in performance resulting from causes beyond its reasonable control, including but not limited to acts of God, natural disasters, floods, fires, earthquakes, pandemics, epidemics, acts of war, terrorism, civil unrest, governmental action or regulation, internet service provider failures, power outages, or any other event outside the Provider’s reasonable control. The Cyber Friend LLC will make reasonable efforts to resume service as soon as practicable and will notify Subscribers of any extended service disruption.

19. Modifications to This Agreement

The Cyber Friend LLC reserves the right to modify this Agreement at any time. Subscribers will be notified of material changes via email to the address on file at least thirty (30) days prior to the effective date of the changes. Continued use of the service after the effective date constitutes acceptance of the updated terms. If Subscriber does not agree to the modified terms, Subscriber may cancel the subscription before the effective date without penalty.

20. Entire Agreement and Severability

This Agreement constitutes the entire agreement between the parties with respect to the Email Threat Analysis service and supersedes all prior or contemporaneous communications, representations, or agreements, whether written or oral. If any provision of this Agreement is found to be unenforceable under applicable law, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.