Effective Date: May 24, 2026
Acceptance of Terms
By accessing the North Star Northwest website or using our services, you agree to these Terms of Service.
Services
North Star Northwest provides information technology services, including but not limited to:
- Managed IT services
- Help desk support
- Cybersecurity services
- Network management
- Cloud solutions
- Technology consulting
- Hardware and software support
Services are provided according to individual service agreements and statements of work.
User Responsibilities
Clients agree to:
- Provide accurate information.
- Maintain secure passwords and account credentials.
- Use services in compliance with applicable laws.
- Promptly report security concerns or unauthorized access.
Intellectual Property
All website content, logos, graphics, documentation, and service materials remain the property of North Star Northwest unless otherwise agreed in writing.
Limitation of Liability
To the maximum extent permitted by law, North Star Northwest shall not be liable for indirect, incidental, special, or consequential damages, including loss of profits, business interruption, or loss of data.
Third-Party Services
Our services may involve third-party software, hardware, or cloud providers. We are not responsible for outages, failures, or actions of third-party providers.
Termination
We reserve the right to suspend or terminate services for nonpayment, misuse of services, illegal activity, or violations of these terms.
Governing Law
These Terms shall be governed by the laws of the State of Washington.
Contact Information
North Star Northwest
2319 SW 320th St, Federal Way, WA 98023
206-787-0815
IT@northstarnw.com
Managed Services Agreement (MSA)
Managed Services Agreement
This Agreement is entered into between North Star Northwest (“Provider”) and Client Name (“Client”).
Scope of Services
Provider agrees to deliver IT services as outlined in separate Statements of Work (SOWs), including:
- Remote support
- On-site support
- Cybersecurity monitoring
- Network management
- Cloud administration
- Device management
- Data backup monitoring
Fees and Payment
- Client agrees to pay fees outlined in the applicable proposal or SOW.
- Invoices are due within 30 days unless otherwise stated.
- Late payments may incur interest and suspension of services.
Client Responsibilities
Client agrees to:
- Maintain valid software licensing.
- Provide reasonable system access.
- Designate a primary contact.
- Notify Provider of significant system changes.
Data Security
Provider will implement commercially reasonable safeguards to protect client systems and information.
Provider cannot guarantee prevention of all cyberattacks, malware incidents, or data loss events.
Confidentiality
Both parties agree to maintain the confidentiality of proprietary and sensitive information obtained during the course of business.
HIPAA Compliance
Where applicable, the parties will execute a Business Associate Agreement (BAA).
Limitation of Liability
Provider’s total liability shall not exceed the total fees paid by Client during the six months preceding the claim.
Term and Termination
- Initial term: 12 months unless otherwise specified.
- Either party may terminate with 30 days written notice.
- Immediate termination may occur for breach of contract or nonpayment.
Governing Law
State of Washington.
Service Level Agreement (SLA)
Service Level Agreement
This SLA establishes service expectations between North Star Northwest and its clients.
Support Hours
Standard Business Support
Monday–Friday
8:00 AM – 5:00 PM Pacific Time
Emergency Support
Available after hours for critical service interruptions.
Response Times
| Priority | Example | Response Time |
| Critical | Network outage, ransomware attack, server failure | 1 hour |
| High | Major business function unavailable | 4 hours |
| Medium | Individual user unable to work | 1 business day |
| Low | General requests, software assistance | 2 business days |
Remote Support
North Star Northwest will make reasonable efforts to resolve issues remotely before scheduling on-site service.
On-Site Support
On-site support may be scheduled based on severity, location, and availability.
Exclusions
This SLA does not apply to:
- Internet provider outages
- Utility power failures
- Natural disasters
- Third-party cloud provider outages
- Client-caused system damage
- Unsupported hardware or software
Backup and Disaster Recovery
While North Star Northwest may monitor backup systems, clients remain responsible for reviewing backup retention requirements and disaster recovery objectives unless otherwise specified in writing.
Cybersecurity Incident Response
North Star Northwest will:
Coordinate with external cybersecurity professionals when necessary.
Investigate reported incidents.
Isolate affected systems when possible.
Assist with remediation efforts.