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1. Overview and Scope

1stServe Digital Solutions ("we," "us," or "our") is committed to protecting the privacy and security of our clients and their end-users. This Privacy Policy outlines how we collect, process, and secure data within the 1stServe Enterprise Service Management Platform in compliance with GDPR, CCPA, and industry-standard Data Processing Agreements (DPA).

2. Information Collection & Data Processing

As an Enterprise SaaS provider, we act primarily as a Data Processor on behalf of our clients (the Data Controllers). Information processed includes:

• Identity Data: Names, corporate email addresses, roles, and group assignments (Directory Data).
• Operational Telemetry: IP addresses, browser agents, and AIOps diagnostic logs ingested via our Integration Hubs.
• Service Data: Contents of ITIL workflows (Incidents, Changes) submitted voluntarily by end-users.

3. Data Security & Storage (CRITIS Alignment)

All platform data is segregated using strict tenant_id isolation. We enforce Hybrid Zero-Trust RBAC at the database layer. Data is encrypted in transit (TLS 1.3) and at rest (AES-256). As per ISO 27000 ISMS standards, our infrastructure undergoes routine vulnerability assessments.

4. Data Retention and Deletion

Tenant data is retained strictly for the duration of the active subscription unless otherwise specified in the Master Service Agreement (MSA). Upon contract termination, data is permanently purged from our primary and backup immutable tables within 30 days.

5. Contact Information

For DSR (Data Subject Requests) or privacy inquiries, please contact our Data Protection Officer at privacy@1stserve.local.

1. Acceptance of Terms

By accessing or integrating with the 1stServe ESM Platform (the "Service"), you agree to be bound by these Terms of Service. If you are entering into these terms on behalf of an enterprise entity, you represent that you have the authority to bind such entity.

2. Platform Usage & Entitlements

The Service is provided under a B2B SaaS subscription model. Access to specific modules (e.g., Enterprise Analytics, Business Logic Studio) is governed strictly by the feature matrix and organizational entitlements purchased. Reverse-engineering the EAV architecture, bypassing REST/OData rate limits, or attempting unauthorized tenant cross-access is strictly prohibited and grounds for immediate termination.

3. Service Level Agreement (SLA) & Uptime

We guarantee a 99.9% monthly uptime for the core Orchestration Engine and Database components, excluding scheduled maintenance windows. 1stServe utilizes a decoupled architecture to ensure Latency-Neutral Operations; however, performance degradation caused by client-side external webhook failures or misconfigured third-party telemetry (AIOps) is excluded from our SLA.

4. Intellectual Property

All underlying logic, Headless JSON schemas, Hybrid-EAV dictionaries, and UI methodologies remain the exclusive intellectual property of 1stServe Digital Solutions, a brand of LEIT LLC. Client-generated data, ITIL workflows, and configuration records remain the sole property of the Client.

5. Limitation of Liability

To the maximum extent permitted by applicable law, 1stServe Digital Solutions shall not be liable for any indirect, incidental, or consequential damages, including loss of data or business interruption, arising out of the use or inability to use the Service.