This page outlines the terms of MountainWP services and policies. I, Scott Pruett, owner of MountainWP, retain the right to change this at any time.
1a. MountainWP maintenance only applies to the back-end of each website. It does not include any front-end development work.
1b. Any front-end design conflict that occurs because of a software update will need to be addressed by a front-end developer.
1c. MountainWP will not be held responsible for any front-end design problems.
1d. If a front-end conflict occurs, a backup of the website will be restored and updates will be suspended until the source of the conflict is identified. Backups will still occur on schedule.
2a. Backups are securely stored and archived in two locations: (1) on Backblaze B2 Cloud Storage, and (2) on a G Suite Business Account, via Google Drive.
2b. Full backups occur 1x/week (Sunday mornings) and are saved for 60 days unless otherwise arranged. Each site is monitored for updates every 12 hours; any updates are added to the backup archive twice per day.
2c. Backups include the WordPress database, plugin files, theme files, and media uploads.
2d. Backups may be restored to any web host of your choosing, at any time, at no extra charge.
2e. Backup files will be made available for customers to download at any time, per request. Requests must be made from the customer, using the email address or phone number on the account.
3a. Security monitoring utilizes third-party services from Sucuri and Wordfence. MountainWP will not be held accountable for any problems from their services.
3b. If a security problem on a site arises that is beyond the scope of MountainWP services, such as malware or hacking, it will need to be addressed by a company who specializes in cleaning and/or fixing security problems.
3c. If a security problem arises on a site, assuming access is not lost to the WordPress Dashboard and/or server, a backup of your website will be restored and updates will be suspended until the source of the problem is identified. Backups will still occur on schedule.
3d. In the unlikely event of a catastrophic security problem on a site, resources on MountainWP cloud servers will be made available to restore an uncompromised backup of the site until access to your server is restored. Access to domain settings is mandatory so traffic can be redirected.
4a. MountainWP will not be held responsible for any downtime unrelated to maintenance services. A number of factors can take a website offline, including, but not limited to, server overload or front-end development errors.
4b. If a website experiences regular downtime, resources on MountainWP cloud servers will be made available to temporarily move a site and assess whether it is a problem with the primary server.
5a. All auto draft posts, trash posts, spam comments, pending comments, trash comments, tags with no associated posts, categories with no associated posts, and post revisions (except for the last 5) will be deleted every day unless otherwise requested.
5b. Database tables will be optimized daily, unless otherwise requested.
6a. Domain, hosting, and email management requires full administrative access to each related service to be shared with MountainWP. Where possible, I will set up a separate MountainWP user with administrator privileges and use that for access. This minimizes the chance of any problems if a password is forgotten and needs to be reset.
6b. MountainWP maintenance requires full administrative access to the WordPress Dashboard. I will add a separate MountainWP user with administrator privileges and use that for access. This minimizes the chance of any problems if a password is forgotten and needs to be reset.
Managed Cloud Hosting
7a. All cloud hosting runs on DigitalOcean’s cloud computing platform in their New York datacenter.
7b. The base pricing of $29/mo includes 1GB of RAM, 1 processor core, 25GB of storage, and 1TB of bandwidth. Upgrading to accommodate resource needs can happen at any time. Please contact me for details.
7c. Customers are required to alert MountainWP of any known possibilities for traffic spikes so resource needs can be evaluated, e.g. a large marketing push or an appearance on Shark Tank.
Authenticated Email Delivery
8a. This service is provided to maximize deliverability rates of any emails sent from your website, e.g., any welcome email, password reset emails, notifications, weekly digests, or receipts and invoices.
8b. This service may not be used for marketing, e.g., newsletters.
8c. Access will be removed if your site is used to send spam. If spam is being sent unintentionally due to a security problem, access will be restored once the problem is fixed.
8d. Sending is limited to 5,000 emails per month. If your website sends more than this, you may upgrade to accommodate any necessary volume ($5/mo for each additional 5,000 transactional emails).
8e. You need to specify a domain and email address that mail will be sent from, and allow necessary changes to your DNS to ensure authentication.
9a. Your private information will not be shared with any third party, aside from vendors who provide services or functions for MountainWP. These vendors include Google, Stripe, and ZipBooks. Each account on these company’s services is only accessible by MountainWP through a secure connection.
9b. Billing runs through Stripe, managed by ZipBooks. MountainWP never sees your card number, except for the last 4 digits. MountainWP does not accept other forms of payment.
9c. You can close your account at any time and can open a new account at any time. MountainWP may retain certain information associated with your account for analytical and record keeping purposes.
9d. In the unlikely event of a data breach, MountainWP will notify you as soon as possible and take all possible measures to mitigate damage.
10a. If, at any time, you decide to cancel MountainWP services, please email firstname.lastname@example.org to request cancellation.
10b. MountainWP retains the right to cancel your service at any time, for any reason. You will be notified about this via email.
10c. Refunds will be issued on a prorated basis for whatever percentage of the month has not been utilized.
10d. A link to download the last backup will be provided, on request.
Last updated: September 21, 2018.