Client Bill of Rights
What every SSB Defence client should reasonably expect and remain entitled to control.
Version 1.0 — August 2026
1. The Right to Understand
You have the right to understand the technology decisions affecting your business. We will seek to explain recommendations, risks and alternatives in clear business language.
2. The Right to Know Why
You have the right to ask why a product, service, upgrade or technology change is being recommended, including the problem being addressed, expected benefit, cost, reasonable alternatives, potential disruption and consequences of taking no action.
3. The Right to Make the Final Decision
SSB Defence provides advice and recommendations. The client makes the business decision. We will identify situations where a legal, contractual, regulatory, insurance or security requirement may materially limit those choices.
4. The Right to Know What Is Required and What Is Recommended
You have the right to know the difference between a requirement imposed by law, regulation, contract, insurer, applicable standard or unavoidable technical dependency, and a professional recommendation intended to improve security, reliability, efficiency or operations.
5. The Right to Reasonable Alternatives
Where practical alternatives exist, clients should be able to consider them. Alternatives may include repair versus replacement, cloud versus on-premise, hybrid infrastructure, proprietary versus open technology, long-term servicing platforms, isolation of legacy equipment, modernization rather than complete replacement, or accepting and managing a known risk.
6. The Right to Understand the Cost
You have the right to understand more than the initial purchase price. Significant recommendations should consider the broader cost of hardware, licensing and subscriptions, installation, migration, administration, security, backup, training, support, upgrades, business disruption and future replacement or exit.
7. The Right to Your Data
Your business data belongs to your organization, subject to applicable law and legitimate third-party rights. You should understand where important information is stored, who can access it, how it is protected and backed up, how it can be recovered, whether it can be exported and what happens if a vendor relationship ends.
8. The Right to Administrative Control
Clients should have appropriate administrative control over technology they own or services purchased on their behalf, subject to legitimate security controls and contractual arrangements. A client should not remain dependent on a service provider simply because essential passwords, documentation or administrative access have been unnecessarily withheld.
9. The Right to Documentation
You have the right to reasonable documentation of important technology under our management or delivered as part of an engagement, depending on scope. Documentation should help the business understand and recover its environment—not create unnecessary dependence on a particular technician.
10. The Right to Privacy and Confidentiality
Information entrusted to SSB Defence should be handled responsibly. Sensitive client information will not knowingly be placed into inappropriate public services simply because doing so is convenient.
11. The Right to Responsible Use of AI
You have the right to expect that artificial intelligence will be used as a tool rather than as a substitute for professional accountability. Where AI materially assists client work, SSB Defence remains responsible for appropriate human judgment and verification.
12. The Right to Know About Significant Risk
If we identify a technology or cybersecurity issue that we reasonably believe presents a significant risk to the business, we will seek to bring it to the client's attention and explain what it could affect and what reasonable options exist.
13. The Right to Decline a Recommendation
A client may decide not to proceed with a recommendation. Where that decision leaves a material risk unresolved, SSB Defence may document the recommendation and decision so both parties have a clear record.
14. The Right to Ask Questions
Clients are encouraged to ask: Why are we doing this? Is this actually required? What happens if we don't? Is there another option? Who owns this system or data? Can we recover it? Can we change providers later?
15. The Right to Continuity
Clients have the right to ask how critical systems, data and business operations will be recovered following hardware failure, data corruption, cyberattack, provider outage, Internet failure, human error or other significant disruption.
16. The Right to Change Providers
A professional technology relationship should be based on value and trust—not artificial dependency. If a client chooses to move to another provider, SSB Defence will seek to cooperate reasonably with an orderly transition, subject to outstanding contractual, financial, security and legal obligations.
17. The Right to Raise a Concern
If you believe something has not been explained clearly, information has been handled improperly, a recommendation appears unnecessary, or our service has not met a reasonable expectation, you have the right to raise that concern.
Questions or concerns may be directed to Email SSB Defence.
Version 1.0 — August 2026