Operational Service Agreement

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1. Scope of Operations

Cautivra Security Operations provides specialized services including, but not limited to, WordPress malware removal, blacklist removal, and security hardening. By purchasing a “Deployment” (Service), you agree to these terms.

2. Authorization

You grant Cautivra and its engineers explicit permission to access your website, server, database, and file system for the purpose of security remediation. You confirm you are the authorized owner of the digital asset.

3. The “Best Effort” Protocol

While we maintain a high success rate, digital security involves complex variables.

Infection Removal: We guarantee the removal of identified malicious code.
Re-Infection & Warranty: We provide a 30-Day Clean Guarantee. If the site is re-infected within 30 days through the same vulnerability, we will clean it again at no cost. This guarantee is void if you fail to follow our post-cleanup hardening instructions (e.g., updating plugins, changing passwords).

4. Limitation of Liability

You acknowledge that a hacked website is already a compromised and unstable environment.

Data Loss: While we take precautions (including backups), Cautivra is not liable for any data loss, file corruption, or downtime that occurs during the cleaning process.
Third-Party Code: We are not responsible for broken functionality caused by the removal of malicious code that was embedded in essential theme/plugin files.

5. Payments & Retainers

Emergency Fixes: 100% payment is due prior to the release of the final “Clean Report.”
Retainers (The Fortress Plan): Monthly subscriptions are billed in advance. You may cancel with 30 days’ notice.

6. Indemnification

You agree to indemnify and hold Cautivra harmless from any claims, damages, or losses arising from the use of our services or the compromised state of your website.

7. Governing Law

These terms shall be governed by the laws of Bangladesh. Any disputes shall be resolved in the jurisdiction of Chittagong.