Terms of service

These terms govern the services ALCO USA Inc. provides through this website and under our agreements. Where you have signed a separate services agreement, statement of work or order form with us, that document governs and these terms fill the gaps it does not address.

Who we are

ALCO USA Inc. is a corporation registered in the State of Idaho, United States, providing managed IT services, DevOps, hosting and security work. Our postal address and contact details are on the contact page, and every enquiry raises a numbered ticket you can chase.

What we agree to do

The specific work is whatever is written in your agreement or statement of work — typically some combination of monitoring, patching, help desk, backup verification, identity administration, security controls and documented change management across an agreed estate. Anything outside that scope is quoted and approved before it is done, never billed afterwards as a surprise.

What we ask of you

That you give us the access we need to do the work, tell us about changes to your systems that affect it, nominate someone who can make decisions, and use the services lawfully. We cannot be responsible for the parts of an estate we were not given access to or told about.

Service levels

Response and resolution targets are set in your individual agreement, because they depend on what you bought. We report against them honestly, including when we miss them. We do not publish a single blanket figure here, since a number on a web page that contradicts your contract helps nobody.

Fees and payment

Recurring fees are billed in advance on the cycle stated in your agreement; project and ad-hoc work is billed as set out in its statement of work. Invoices are due on the terms shown on the invoice. If an invoice is genuinely disputed, tell us and we will look at it before anything is escalated.

Your data, your documentation, your credentials

Your data and your documentation belong to you. If you leave, you get all of it, in full, without a fee and without delay. We keep credentials in an encrypted vault, disclose them only to the people you have authorised, and hand them back on request. A provider who makes leaving difficult is telling you something about how they intend to keep you.

Confidentiality and security

We treat what we see inside your systems as confidential and share it only with the people who need it to do the work. We apply the security controls described in your agreement. No provider can promise that no incident will ever occur; what we commit to is telling you promptly and honestly when one does.

Liability

Neither of us is liable to the other for indirect or consequential loss, and our total liability is limited as set out in your signed agreement. Nothing in these terms limits liability that cannot lawfully be limited, including for fraud, or for death or personal injury caused by negligence.

Ending the agreement, changes, and governing law

Either of us may end an agreement on the notice period it specifies. We may update these website terms; material changes are notified to clients rather than quietly published. These terms are governed by the laws of the State of Idaho, United States. If any part of them is unenforceable, the rest still stands. Questions: email team@alcousa.org and a person will answer.

These terms apply to services purchased from ALCO USA Inc. Your signed agreement takes precedence where the two differ.