Policies & Terms

Who we are

MountainWP is owned and operated by Scott Pruett. Our office is headquartered in Harrisonburg, Virginia, USA and our website address is mountainwp.com.

This page explains the terms of our maintenance, support, hosting, and email services, our cancellation policy, our privacy policy, our affiliate disclosure, and our data collection practices.


Maintenance Essentials

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.

1e. 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 weekly backup archive 2x/day.

1f. Backups include the WordPress database, plugin files, theme files, and media uploads.

1g. Backups may be restored to any web host of your choosing, at any time, at no extra charge.

1h. 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.

1i. Security monitoring utilizes third-party services. MountainWP will not be held liable for any problems from their services.

1j. If a security problem on a site arises that is beyond the scope of MountainWP services, such as severe hacking, it will need to be addressed by a company that specializes in fixing security problems.

1k. 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.

1l. 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.

1m. 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.

1n. 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.

1o. 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.

1p. Database tables will be optimized daily, unless otherwise requested.

1q. 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/or needs to be reset.


Extended Support

2a. Extended Support includes unlimited tasks that can be completed in 30 minutes or less from inside the WordPress dashboard.

2b. Extended Support requires full administrative access to your WordPress dashboard and each related service (your web host and your domain registrar) to be shared with MountainWP. Where possible, we 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.

2c. Extended Support requests should generally be sent through the private support email address received after signing up. This is a shared inbox that our entire team monitors. Any requests sent to hey@mountainwp.com or to any of our staff’s direct email addresses will be responded to from 9:00 AM to 5:00 PM, Monday-Friday, Eastern Time (US).

2d. Editing or updating any content (text, images, files) is only available if clients first create the content. MountainWP will not provide any content creation or copyediting.

2e. Content updates can include: publishing blog posts and new pages from Word or text documents, adding/removing/editing text on posts, pages, products, etc, upload images and adding them to pages, cropping or resizing images, adding keywords, titles, snippets, etc for SEO, adding or editing menu items, creating image galleries, adding or editing users, and uploading PDFs.

2f. Settings changes can include: updating theme options, editing or adjusting widgets, adding redirects, editing permalinks, adding or editing form fields, editing templates made from visual editors, installing plugins from the WordPress repository, and configuring popups, notification bars, etc.

2g. Turnaround time for most Extended Support tasks is typically less than 24 hours, but we can’t predict how many tasks we’ll have on any given day. MountainWP is committed to rapid turnaround whenever possible but does not promise any set time for completing tasks.

2h. Some Extended Support tasks may take longer than 24 hours, including: editing custom CSS or JS, searching and replacing items in your database, adding code snippets, installing complex plugins (i.e., those that have lots of settings), performance and page-speed adjustments after analysis, minor troubleshooting involving plugin and theme compatibility, installing tracking codes, or testing contact forms and checkouts.

2i. Extended Support excludes the following: creating or editing content for posts, pages, products, policies, or SEO, creating graphics or editing images beyond resizing or cropping, SEO and analytics strategy, review, or consulting, interacting with third-party vendors (exception: co-managed web hosting), purchasing plugins, license keys, or extensions, build-outs, plugin development, or theme development, including building new major functionality on an existing site.


Co-Managed Web Hosting

3a. MountainWP’s co-managed web hosting service is only available to clients with an Extended Support plan.

3b. This service is only available for clients who use Cloudways as their hosting provider. Clients must have their own Cloudways account and manage the billing.

3c. MountainWP’s Cloudways account needs to be added as a Team Member with Support Access and Full Console Access for any server under co-management.

3d. Customers are required to alert MountainWP of any known possibilities for traffic spikes so resource needs can be evaluated, e.g. a large marketing campaign or a TV appearance.


Authenticated Transactional Email

4a. This service is provided alongside co-managed web hosting 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.

4b. This service may not be used for marketing, e.g., newsletters.

4c. 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.

4d. 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).

4e. You need to specify a domain and email address that mail will be sent from, and allow MountainWP to add necessary records to your DNS to ensure authentication.


Cancellation Policy

5a. If, at any time, you decide to cancel MountainWP services, please email hey@mountainwp.com to request cancellation.

5b. MountainWP retains the right to cancel your service at any time, for any reason. You will be notified about this via email.

5c. Refunds will be issued on a prorated basis for whatever percentage of the month has not been utilized.

5d. A link to download the most recent backup files for your website will be provided, on request.


Privacy Policy

6a. Your private information will not be shared with any third party aside from vendors who provide services or functions for MountainWP. These vendors include BackBlaze, Google, GoWP, MoonClerk, Postmark, and Stripe. Each account on these company’s services is only accessible by MountainWP through secure connections.

6b. Billing runs through MoonClerk using bank transfers or credit/debit cards. Cards are processed by Stripe; we never see your card number, except for the last 4 digits.

6c. 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.

6d. In the highly unlikely event of a data breach, MountainWP will notify you as soon as possible and take all possible measures to mitigate damage.


Affiliate Disclosure

7a. Occasionally we’ll share links to third-party products or services. Some of these may be affiliate or referral links. This allows the third-party to recognize that the traffic came from us.

7b. If you choose to purchase a product or service from a third-party, we may receive a small commission as a thank-you for making the referral. This does not affect the price you would pay if you didn’t click through an affiliate link.


Data Collection

8a. When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.

8b. An anonymized string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: automattic.com/privacy. After approval of your comment, your profile picture is visible to the public in the context of your comment.

8c. If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

8d. Our forms store entries in our database. These entries are only accessible by MountainWP administration.

8e. If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

8f. Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website. These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

8g. Visitor data is not shared with any third party. Client data will not be shared with any third party aside from vendors who provide services or functions for MountainWP.

8h. If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically instead of holding them in a moderation queue.

8i. If you have an account with MountainWP, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.


Questions?

If you have any questions or concerns about anything on this page, please send an email to hey@mountainwp.com.

Last updated: September 24, 2020