SPECIFIC SERVICE PROVIDER TERMS AND CONDITIONS FOR CYBER ASSISTANCE

These Specific Terms and Conditions of Service apply to users who have subscribed to and/or use the services listed below (collectively referred to as the “Service”) as part of the online security program (hereinafter referred to as “Cyber Assistance”). The Cyber Assistance service is provided by U Mobile Sdn Bhd (“U Mobile”) as part of the subscription of U Mobile ULTRA Security Pro. U Mobile has appointed Bolttech Device Protection Malaysia Sdn Bhd (“Bolttech”) and its subcontractors to provide and administer certain aspects of the Service to You.

These Specific Terms and Conditions form part of, and shall be read together with, the Terms and Conditions of U Mobile ULTRA Security Pro. In the event of any inconsistency, these Specific Terms and Conditions shall prevail. These Specific Terms and Conditions govern only the individual cyber service described below and operate in addition to, and not in substitution of, the general Terms and Conditions applying to the ULTRA Security Pro

1. USER AGREEMENT AND ACCESS TO THE SERVICE

These Specific Terms and Conditions of Cyber Assistance (hereinafter the “Terms”) define the terms and conditions governing the user’s use of Cyber Assistance (hereinafter the “User”). By using Cyber Assistance, you acknowledge and agree that these Terms constitute a legally binding contract between U Mobile and You.

1.1. Once the subscription of the U Mobile ULTRA Security Pro has been successfully completed, you must access your account on the Protection Hub platform in order to use the Cyber Assistance service.

1.2. Eligibility In addition to any other requirements that U Mobile may define in writing from time to time, you must have an active U Mobile ULTRA Security Pro and must be of legal age in order to access the Service.

1.3. Access to Cyber Assistance. Once the subscription of the U Mobile ULTRA Security Pro has been successfully completed, you must access your account on the Protection Hub platform in order to use the Cyber Assistance service. 

1.4. Which products and services can I access? The use of the Cyber Assistance requires that you have a valid subscription and in force. As a Subscriber, you are entitled to receive any of the products and services listed below in Section 2.

1.5. We rely on the information You provide to Us. By using Cyber Assistance, you agree that the information provided to U Mobile, Bolttech and its subcontractors is true and correct to the best of your knowledge and belief.

1.6. Unauthorised Access to Your Account. You shall bear sole responsibility for ensuring the security of your access credentials (username and password). You must not share them with third parties and must promptly inform us. In the event of any unauthorised use thereof. You are also responsible for all activities carried out through your account. You are therefore encouraged to use the Internet safely and to remain vigilant against phishing attempts or other means used by third parties to access your personal data available online.

1.7. Use of Cyber assistance. Cyber Assistance is provided for your domestic and private use only. You agree not to use Cyber Assistance for any commercial, business or re-sale purposes.

1.8. U Mobile may appoint one or more third party service providers, including Bolttech and its subcontractors, to provide, administer, operate and support Cyber Assistance on U Mobile’s behalf. Nothing in these Terms shall be construed as creating any contractual relationship between you and any such service provider.

1.9. Customer Service. If you have a complaint, please contact our appointed service provider, Bolttech, using the email address or chat available in the U Mobile ULTRA Security Pro Protection Hub, indicating that you wish to submit a complaint. Bolttech will receive and handle complaints on our behalf, and we will endeavour to ensure that your complaint is reviewed and resolved as soon as reasonably practicable. Where necessary, your complaint may be referred to Bolttech’s subcontractors or other relevant third parties, acting on our behalf, where the complaint concerns a matter outside Bolttech’s direct control.

1.10. Governing Law and Jurisdiction. These Terms are governed by Malaysian law. Any dispute arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the Malaysia courts.

2. CYBER INCIDENT RESOLUTION SERVICES PRODUCT

You will receive unlimited access to Personal Helpline and Resolution Centre, consisting of live support by cyber specialists, available 24x7 including public holidays. The cyber specialists will provide Users with cyber education, and tools and methods to improve cyber hygiene. If the Users has experienced an identity theft, personal data breach, or other types of cyber-related loss or harm (collectively, a “Cyber Incident”), the cyber specialists will provide remediation guidance as set forth in detail below.

2.1. Triage: Personal Helpline will triage your request by gathering facts and details about what has occurred and/or your concerns to determine if you:

2.1.1. are seeking general or preventative information and guidance only; or

2.1.2. have (or suspect to have) experienced a Cyber Incident.

2.2. General/Preventative Guidance: If you have only general questions about cyber security, including methods to reduce risk or improve cyber hygiene, the cyber specialist will provide a variety of education, information, tools, and methods to provide guidance and help reduce the risk of a Cyber Incident, which may include but is not limited to:

2.2.1. Information regarding data security best practices

2.2.2. Recommendations you may implement to improve security controls (i.e. utilizing two-factor authentication)

2.2.3. Information on how to recognize suspicious activity (i.e. phishing emails or text messages) that may indicate or lead to an identity compromise or other Cyber Incident.

2.2.4. Methods to protect your online persona.

2.3. Remediation Guidance: If you have (or suspect to have) experienced a Cyber Incident, the cyber specialist shall provide the following Services:

2.3.1. Assessment: The cyber specialist will evaluate the nature and severity of the Cyber Incident based on the details presented by you and a series of assessment questions.

2.3.2. Guidance on Potential Remediation Strategies: Considering the nature and severity of the Cyber Incident communicated, the cyber specialist may provide guidance on steps you can take to secure your accounts and mitigate further risk, which may include the following:

• determining if backup data is available
• changing passwords
• increasing or modifying security settings

3. AUTO RENEWAL AND CANCELLATION POLICY

Cancellation of U Mobile ULTRA Security Pro will automatically cancel access to Cyber Assistance with immediate effect and without notice and irrespective of any commitment period without being obliged to refund to you any subscription or other fees. We have the right to charge you the subscription fee for any remaining part of the commitment period as an early termination charge. Any cancellation of your subscription to the Service must be initiated via the MyUMobile App.

If no cancellation request has been submitted before the end of the coverage period, the service will renew automatically each month and you'll be charged for the service. Cancelling takes effect immediately and you lose access to Cyber Assistance. You can also cancel if we change the fees, regardless of your subscription type.

4. SUSPENSION OF THE PRODUCTS AND SERVICES

4.1. Reasons we may have to suspend or limit the supply of the Cyber Assistance Products or Services to You. We may have to suspend or limit the supply of the Cyber Assistance for any one or more of the following reasons:

• to deal with technical equipment or software problems identified using the Cyber Assistance or make minor technical changes or improvements to the Cyber Assistance.
• to update Cyber Assistance to reflect changes in applicable laws and regulatory requirements.
• to respond proportionately to any security threat which impacts the safety and security of the Cyber Assistance and your personal information; and
• to comply with any requirements imposed on us, or a decision or action taken by any competent authority, court or regulator.

5.1. We will use our best efforts to provide advance notification in case we will be suspending supply of the Cyber Assistance, unless the problem is urgent or an emergency, in which case we will be unable to provide advance notification.

6. CHANGES TO CYBER ASSISTANCE AND THESE TERMS

6.1. We reserve the right to suspend, terminate or amend Cyber Assistance and these Terms (whether in whole or in part) at our sole and absolute discretion at any time, without prior notice and without any liability. If you continue to use Cyber Assistance, you will be deemed to have accepted such changes. 

7. LIMITATIONS AND EXCLUSIONS

7.1. General Limitations

7.1.1. U Mobile, Bolttech and its subcontractors are not liable for any punitive, consequential, incidental, special, or indirect damages, including loss of profits, income, goodwill, or data, even if advised of the possibility of such damages. 

7.1.2. For the avoidance of doubt, U Mobile, Bolttech and its subcontractors assumes no liability of any kind in relation to the Services themselves. This includes, without limitation, any issues, interruptions, inaccuracies, delays, effects, or outcomes arising from or connected with the Services, all of which fall entirely outside the scope of U Mobile’s, Bolttech’s and its subcontractors’ liability, whether the alleged damages are direct, indirect, incidental, consequential, or otherwise. 

7.1.3. To the extent permitted by Malaysian law, U Mobile’s, Bolttech’s and its subcontractors’ liability—where it may arise—is limited to the extent expressly set out in the Terms and Conditions of ULTRA Security Pro, namely with respect to direct damages that may arise from the User’s use of, or inability to use, the U Mobile ULTRA Security Pro Protection Hub. No other liabilities or obligations are created or implied. 

7.2. Cyber Incident Resolution Services Product (CIRSP) Limitations

7.2.1. We are bound by a best endeavors obligation and not an “absolute” obligation in respect of access to and operation of the Cyber Incident Resolution Services. We cannot guarantee absolute protection of the Data and devices protected or systematic detection of harmful events.

7.2.2. The following limitations shall apply for CIRSP, and CIRSP is unable to provide assistance in connection with:

• Events or facts that have already occurred or were anticipated on the Effective Date.
• Events or facts connected with participation in dangerous acts with full knowledge of the risks.
• Events or facts related to professional, political, trade union or religious activities.
• Events or facts concerning journalists or journalistic activities and/or publications.
• Events or facts caused by an intentional or grossly negligent act or omission or as a result of a breach of the usual duty of care.
• Events or facts connected with illegal events or objects.
• Events or facts connected with non-digital media (print media, radio, television).
• Costs of any kind.

8. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

8.1. Losses we are not responsible for. We will not be responsible to you for loss of profits or revenue, loss of use, lost business or missed opportunities, or for any loss or damage that is indirect and/or was not reasonably foreseeable at the time these Terms were entered into. Additionally, we shall not be liable for any loss of Data, including Personal Data or information of any other kind contained in databases, Physical Storage Media or devices, for which assistance is requested.

8.2. We are not responsible for delays outside our reasonable control. We will make commercially reasonable efforts to provide the Cyber Assistance Products and services to you. However, there may be delays or periods of time where the Cyber Assistance Products or services are unavailable due to an event outside our reasonable control. If the supply of the Cyber Assistance service is delayed by an event outside our reasonable control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Under no circumstances will we be responsible for delays caused by events outside our reasonable control.

8.3. We are bound by a best endeavors obligation in respect of the services requested. We cannot guarantee absolute protection of the data and devices protected or systematic detection of harmful events. In no case is the definitive resolution of the proposed incident guaranteed. By accepting these Terms, you acknowledge that we are not responsible for any direct or indirect loss in relation to your data or devices.

8.4. Under no circumstances shall this Agreement extend to include any loss or damage to a person or property, any loss of profit, incidental, contingent, special or consequential damages or any direct or indirect loss including but not limited to losses incurred due to any delay in providing any of the services under this Agreement.

9. DEFINITIONS

• Cyber event/incident: Any actual unauthorized, accidental or unlawful access, use, exfiltration, theft, disablement, destruction, loss, alteration, disclosure, transmission of any systems or any information or data (including any personally identifiable information) stored therein or transmitted thereby. or transmitted thereby.

• Data: All information and documents, whether including Personal Data, stored on computer equipment.

• Effective Date: The date on which a Subscriber successfully subscribes in Cyber Assistance.

• Malware: Malicious software designed to infiltrate, damage, or disrupt computer systems.

• Online assistance: Help provided remotely via digital means, without direct physical intervention.

• Personal Data: has the meaning attributed to the term "personal data" in Malaysia Personal Data (Privacy) Ordinance and in any other applicable regulations.

• Physical Storage Media: Hardware such as a hard drive, USB key, or memory card used for storing data.

• Phishing/Pharming: a fraudulent technique designed to lure internet users into communicating personal data (access accounts, passwords) and/or bank details by pretending to be a trusted third party.

• Program: the combination of products included in your Identity Protection Program subscription.

• U Mobile ULTRA Security Pro Protection Hub: the digital platform provided by U Mobile which Subscribers may access, manage, and receive ancillary services relating to U Mobile ULTRA Security Pro.

• Subscriber: an eligible individual who has subscribed to U Mobile ULTRA Security Pro with U Mobile and has been granted access to Cyber Assistance.

• We: Any reference to “we”, “us” or “our” in relation to the provision of services means U Mobile, acting directly or through its appointed service providers and/or its subcontractors.