Privacy Policy

Security

The security of Customer Information is important to us. We maintain appropriate administrative, physical, and technical safeguards to help protect the confidentiality and integrity of Customer Information, during transmission and once it is received.

However, we cannot guarantee that hackers or unauthorized personnel will not gain access to Customer Information, despite our best efforts. No method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect Customer Information, we cannot guarantee its absolute security.

Adaptiva customers are responsible for protecting themselves against unauthorized access to passwords, private keys and computers, and unauthorized disclosure, alteration, and destruction of Customer Information.

Sharing Your Personal Information

We do not sell your Customer Information. We do not share, distribute, use, disclose, review, transfer or reference any Customer Information except as set forth herein, as expressly permitted in writing by the User, as needed by an MSP to perform services for its end users, or as required or permitted by law.

We may share Customer Information only in a manner described below. We do not control, however, how you or your third-party service providers, collect, uses, shares or discloses Customer Information.

If you leave the employment of an Adaptiva customer, it is your responsibility to notify Adaptiva of that fact so that we may remove your data from our database.

We may share or disclose Customer Information in the following ways:

• When Changing our Business Structure

  In the event of a proposed or completed merger, acquisition, bankruptcy, dissolution, reorganization, sale of some or all of our assets, similar transactions or proceedings, or steps in contemplation of such activities, Customer Information held by us may be among the assets transferred to the buyer or acquirer.

• When Conducting our Business Operations

  We may use third party service providers and tools to provide services on our behalf, including billing, customer ticketing and collaboration, internal support ticketing, access and identity management, cloud hosting, customer relations management, marketing and advertising, Solution improvement projects, etc. Our service providers are only provided with information they need to perform their designated functions and are not authorized to use or disclose personal information for their own marketing or other purposes. Our service providers may be located in the U.S., Canada or other foreign jurisdictions.

• To Comply with Laws

  We and our affiliates or service providers in the U.S. or other jurisdictions may disclose Customer Information to comply with applicable legal or regulatory requirements (which may include lawful access by U.S. or foreign courts, law enforcement or other government authorities) and to respond to lawful requests by public authorities, including to meet national security, law enforcement requirements, court orders and legal processes.

• To Protect Rights and Safety

  To protect and defend the brand, rights, property and safety of Adaptiva and its affiliates, Adaptiva customers, including enforcing contracts or policies, or in connection with investigating and preventing fraud.

Location of Data

All Customer Information uploaded to the Adaptiva support portal and sent via Email may be stored on Adaptiva hardware and by third party cloud service provider(s) selected by us, within the U.S., however Customer Information may be accessed by employees, including non-US citizens, outside of the U.S.

Information Related To Data Collected Via Adaptiva Support

This section describes how your personal information is collected, used, and shared when you request support services from Adaptiva via E-Mail or support.adaptiva.com. This section covers the customer information collected by us from users of the Adaptiva support portal and access to and submission of customer information for the purpose of:

• Opening tickets
• Adding comments to existing tickets
• Adding attachments to tickets
• Obtaining configuration information, reports and metrics related to the operation of the solutions within your environment

Personal Information We Collect

Each user is responsible for the quality, integrity, reliability and appropriateness of the customer information submitted in the Adaptiva support portal or sent to Adaptiva support via E-Mail.

The information we may collect from you while using the Adaptiva support portal (the "Customer Information") includes:

• Corporate or Employee Information

  Adaptiva customers experiencing issues relating to the Adaptiva products and solutions may submit support tickets via the Adaptiva support portal. In the course of your creation of support tickets and our provision of support services, you may provide corporate or employee information that assists us with the definition of resolution of issues.

• Uploaded credentials

  Adaptiva customers may upload their credentials (such as names, email addresses, phone numbers, usernames, passwords, IP Addresses and device identifiers)

• System Data

  Adaptiva customers may upload log files and analysis resources containing system-specific data such as IP Addresses, hostnames, memory dumps, system-level inventory and event data.

How Do We Use Your Personal Information?

We use Customer Information for the following purposes:

• Support Ticket Management and Resolution

  Support tickets are the primary medium that Adaptiva customers and Adaptiva engineers use to communicate issues or requests over the use and improvement of the solutions. Both parties can comment and provide more information in a support ticket until the issue/request is resolved.

• Communication with You

  Adaptiva may use your Customer Information for business purposes of communicating with you regarding product issues, Solutions in which you may be interested, updating you about changes to our terms and conditions, sending you general information about Adaptiva and its business, or other similar types of business purposes.

• Improve the Adaptiva Support Portal, Products, Solutions and Services

  Adaptiva may aggregate and anonymize your Customer Information in order to improve the information it uses to deliver its Solutions.

Supplemental Privacy Policy Terms

Cookies

Cookies are small text files that can be used by websites to make a user's experience more efficient.

Canada

Subject to limited exceptions under applicable law, Adaptiva customers may have the right to access, update and correct inaccuracies on their Customer Information. To exercise these rights, please submit a request by emailing privacy@adaptiva.com. Please be as specific as possible in relation to the Customer Information you wish to access. Once Adaptiva receives your request, Adaptiva will review it, determine whether Adaptiva can verify your identity, and process the request accordingly. If Adaptiva needs additional information to verify your identity, Adaptiva will let you know.

California Consumer Privacy Act

The California Consumer Privacy Act ("CCPA"), which is effective as of January 1, 2020, regulates how Adaptiva handles personal information of California residents and gives California residents certain rights with respect to their personal information.

Adaptiva is both a "business" and a "service provider" under the CCPA. The following supplemental privacy policy applies to information Adaptiva collects in its role as a business. If you would like more information about how your personal information is processed by such other companies, including companies that engage Adaptiva as a service provider, please contact those companies directly.

This provision is effective as of January 1, 2020, shall apply only to residents of California, and may be subject to change. The general privacy policy shall continue to apply to the extent that it applies to you as a resident of California; however, if you are a resident of California, Adaptiva is also required to disclose certain uses and disclosures in a certain format, as well as to inform you of certain rights you may have. Any capitalized terms used in this supplemental privacy policy shall have the same meaning as the general privacy policy.

Information Adaptiva may collect

We may collect the following categories of information:

• Corporate or employee information that you may provide to Adaptiva
• Uploaded credentials – such as names, email addresses, phone numbers, usernames, passwords, IP addresses and device identifiers
• System log data that may include personal information you elect to provide to us

For each category of information, Adaptiva collects the information from a variety of sources, including directly from you, from your devices, and/or from your third party providers. Adaptiva collects information to:

• Provide you with support on the Products and Solutions
• Deliver the Products and Solutions to you
• Protect Adaptiva (including the Products and Solutions) and its Customers
• Communicate with you regarding our Products and Solutions and terms and conditions
• Conduct internal marketing activities
• Improve our Products and Solutions

Adaptiva may share personal information with Third Parties as the term is defined under the CCPA.

Additional Disclosures

Adaptiva does not sell personal information of any individual, including personal information of minors under 16 years of age.

Adaptiva engages certain trusted third parties to perform functions and provide services to us, including auditing, marketing, hosting and maintenance and other short term uses. We may share your Customer Information with these third parties, but only to the extent necessary to perform these functions and provide such services. We require these third parties to maintain the privacy and security of the Customer Information they process on our behalf.

Adaptiva has disclosed the following categories of personal information for business purposes and valuable consideration in the 12 months prior to this Privacy Policy’s last update:

• Identifiers (names, email addresses, phone numbers, mailing address)
• Commercial information (Solution information)

Do Not Sell My Personal Information

Adaptiva does not sell your personal information as defined under CCPA.

Your Rights:

You may have certain rights with respect to your personal information, including:

• The right to access, including the right to know the categories and specific pieces of personal information Adaptiva collects
• The right to deletion of your personal information, subject to certain limitations under applicable law
• The right to request disclosure of information collected
• The right to disclosure of information disclosed for valuable consideration
• The right not to be discriminated against for exercising certain rights under California law

To exercise these rights, please submit a request by emailing privacy@adaptiva.com. Please be as specific as possible in relation to the Customer Information you wish to access. Once Adaptiva receives your request, Adaptiva will review it, determine whether Adaptiva can verify your identity, and process the request accordingly. If Adaptiva needs additional information to verify your identity, Adaptiva will let you know. Adaptiva will respond to your request within 45 days of receipt or notify you if Adaptiva requires additional time.

If you would prefer, you may designate an authorized agent to make a request on your behalf.

Changes

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

Contact Us

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at privacy@adaptiva.com or by mail using the details provided below:

4010 Lake Washington Blvd NE, Suite 200, Kirkland, WA, 98033, United States