Adaptive Protocols, Inc. (Adaptiva) respects your right to privacy and your desire to control your personal data that you share with us. We have developed this Privacy Statement to inform you about our privacy practices for our public-facing website and support website and support email. This Privacy Statement describes how Adaptiva collects, uses, shares, and secures the personal information you provide to Adaptiva.
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.
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.
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.
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:
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.
Adaptiva customers may upload their credentials (such as names, email addresses, phone numbers, usernames, passwords, IP Addresses and device identifiers)
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.
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.
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 [email protected] 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.
Information Adaptiva may collect
We may collect the following categories of information:
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:
Adaptiva may share personal information with Third Parties as the term is defined under the CCPA.
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.
Do Not Sell My Personal Information
Adaptiva does not sell your personal information as defined under CCPA.
You may have certain rights with respect to your personal information, including:
To exercise these rights, please submit a request by emailing [email protected] 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.
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 [email protected] or by mail using the details provided below: