Terms of Service & Service Level Agreement (SLA)

Name: Adaptive Information Systems
Address: 380 Main St., Salinas, CA, 93901, United States
Telephone: 831-644-0300
Price range: $$

Effective Date: July 23, 2025
Company Name: Adaptive Information Systems
Website: https://adaptiveis.net
Contact Email: hello@adaptiveis.net
Phone: 831-644-0300

1. Acceptance of Terms

By accessing and using the services provided by Adaptive Information Systems (“Company”, “we”, “our”, or “us”), you (“Client”, “you”, or “your”) agree to comply with and be bound by these Terms of Service (“Terms”) and our Service Level Agreement (SLA). If you do not agree with these Terms, you must not use our services.

2. Services Provided

Adaptive Information Systems offers IT support, cybersecurity, VoIP solutions, network infrastructure management, help desk support, and other technology services. Specific deliverables, timelines, and costs are outlined in individual agreements or service contracts.

3. Client Responsibilities

You agree to:

Provide accurate and complete information necessary for service delivery.
Maintain compliance with all applicable laws and regulations.
Ensure proper use of IT resources in accordance with industry best practices.
Designate a primary contact person for all IT support communications.

4. Payment Terms

Service fees are as specified in your signed contract or invoice.
Payments are due within thirty (30) days of invoice issuance.
Late payments may incur interest charges or suspension of services.

5. Confidentiality

Both parties agree to maintain the confidentiality of all proprietary and sensitive information exchanged during service delivery. Confidentiality obligations shall survive termination of these Terms.

6. Data Security and Privacy

We implement industry-standard security practices to protect your data. However, we are not responsible for data loss, corruption, or unauthorized access beyond our reasonable control. Please refer to our Privacy Policy for details on data handling practices.

7. Service Level Agreement (SLA)

Adaptive Information Systems provides IT support under the following service levels:

7.1 Support Availability

Help Desk Support: Monday – Friday, 7:00 AM to 5:00 PM PST (excluding federal holidays)
After-Hours Emergency Support: Available 24/7 for critical system outages.

7.2 Response Times

Critical Priority (P1): System outage or critical business impact – Response within 1 hour, resolution as quickly as possible.
High Priority (P2): Major feature failure or severe performance degradation – Response within 2 hours.
Medium Priority (P3): Standard support issue (non-urgent) – Response within 4 business hours.
Low Priority (P4): General inquiry or minor issue – Response within 1 business day.

7.3 Uptime Commitment

For managed IT infrastructure services, we target 99.9% uptime, excluding scheduled maintenance and events outside our control (force majeure).

7.4 Maintenance Windows

Scheduled maintenance is typically conducted outside normal business hours and requires advance notice to clients.

8. Limitation of Liability

To the fullest extent permitted by law:

Adaptive Information Systems is not liable for indirect, incidental, consequential, or punitive damages.
Our total liability shall not exceed the amount paid by you for services within the three (3) months preceding the claim.

9. Indemnification

You agree to indemnify and hold harmless Adaptive Information Systems, its employees, and affiliates from claims, damages, or expenses arising out of your misuse of services or violation of these Terms.

10. Termination

Either party may terminate services with thirty (30) days written notice. We may suspend or terminate services immediately if you breach these Terms or fail to pay for services rendered.

11. Changes to Terms

We reserve the right to modify these Terms and SLA at any time. Updates will be posted on our website, and continued use of services constitutes acceptance of changes.

12. Governing Law

These Terms are governed by the laws of the State of California, without regard to conflict of law provisions.

13. Contact Information

For questions regarding these Terms or SLA:
Email: hello@adaptiveis.net
Phone: 831-644-0300
Address: 380 Main St., Salinas, CA 93901