Use of Shared Systems

Clients may not use any shared system in a manner that interferes with normal operations or consumes an unreasonable share of system resources. Activities that negatively impact platform stability, performance, or other clients are prohibited.

Metro Vancouver IT reserves the right to restrict automated or scripted activity, require corrective action for inefficient or conflicting code, and quarantine or remove data that is infected, corrupted, or poses a security risk to the platform or other customers.

General Requirements

• All hosted domains must have accurate and current registrar contact information
• Only IP addresses assigned by Metro Vancouver IT may be used with hosted services
• If assigned IP addresses appear on abuse databases such as Spamhaus, services may be suspended or terminated regardless of fault
• A WordPress Administrator account created by our team must remain active. This account is required for updates, monitoring, and support. Repeated removal may result in suspension

Subscription and Billing

Metro Vancouver IT provides subscription-based hosting with monthly, quarterly, semi-annual, and annual billing options where available.

Accepted payment methods include major credit cards and PayPal.

• Payments are processed automatically on the due date
• Clients are responsible for maintaining accurate billing details
• Accounts overdue by 10 days may be suspended
• Suspended accounts are canceled after 3 days
• Canceled accounts and all associated data are permanently deleted and unrecoverable

Cancellation and Refund Policy

• Hosting may be canceled at any time
• Upon cancellation, all data is immediately removed
• A 30-day no-questions-asked refund applies to new accounts only
• No refunds are issued beyond the current billing period

Service Level Agreement (SLA)

Note: No SLA credits apply for outages caused by violations of the Terms of Service or Acceptable Use Policy.

Availability Guarantee

We guarantee 99.95% monthly network uptime, excluding defined exceptions.

Exceptions Include

• Scheduled maintenance between 2:00 AM and 5:30 AM ET
• Emergency maintenance or security events
• Third-party DNS failures or client-side DNS changes
• DDoS mitigation or traffic throttling
• WordPress core, plugin, or theme updates
• Client-initiated code changes or misconfigurations
• Firewall blocks triggered by client IP behavior
• Force majeure events
• Development, staging, or sandbox environments

SLA Credits

Credits are calculated per affected install and capped at 100 percent of the monthly fee.

• 23 to 60 minutes downtime: 5 percent credit
• 61 to 120 minutes: 10 percent credit
• 121 to 180 minutes: 25 percent credit
• Over 180 minutes: 100 percent credit

Credits must be requested via support ticket and are applied to future invoices.

Acceptable Use Policy (AUP)

Use of Metro Vancouver IT services for illegal, abusive, or disruptive activity is strictly prohibited.

Prohibited Activities Include

• Unauthorized access, scanning, or vulnerability testing
• Network monitoring without permission
• Denial-of-service attacks or resource flooding
• Phishing, harvesting, scamming, or impersonation
• Malware, spyware, or deceptive software distribution
• Abuse that may cause retaliation or reputational harm

Bulk Email and Messaging

• Bulk email is not permitted
• Maximum of 2,000 outbound emails per day
• CAN-SPAM compliance is mandatory
• Opt-in consent must be documented
• Unsubscribe requests must be honored within 48 hours

Metro Vancouver IT may monitor and block non-compliant email activity.

Automated Access and Bots

Unauthorized bots, scrapers, or automated access are prohibited.

• Written consent is required for any automated activity
• Network activity may be monitored for violations
• Violations may result in IP bans, suspension, or termination

Search engine crawlers explicitly approved are exempt.

Content Restrictions

The following content is prohibited:

• Pornographic or sexually explicit material
• Child exploitation or non-consensual content
• Excessively violent or hateful material
• Fraud, pyramid schemes, or deceptive practices
• Copyright infringement
• Illegal gambling, drugs, or weapons
• File storage unrelated to website operation

Important: Live streaming of sexual content is strictly forbidden.

Disk Space Overage Policy

To prevent service disruption, temporary disk space increases may be applied.

• A courtesy 10GB increase may be added when limits are reached
• Clients are notified and given a 14-day grace period
• No charges apply during the grace period
• Clients may reduce usage or accept the increase
• Unresolved overages may result in removal of excess space

Disk upgrades are available in 10GB increments.

Data Processing Agreement (Summary)

Metro Vancouver IT processes personal data solely to deliver hosting services and complies with applicable data protection laws, including GDPR where required.

• Data is processed only under client instruction
• Confidentiality obligations apply to all staff
• Security controls meet or exceed industry standards
• Data breaches are reported promptly
• Data is deleted or returned upon service termination unless retention is legally required

Sub-processors may be used with notice and equivalent data protection obligations.

Privacy Policy

Effective Date: July 6, 2023

Metro Vancouver IT is committed to protecting customer privacy.

Information Collected

• Name, email, phone number, billing address
• Account credentials and support communications
• IP addresses, logs, browser and device data
• Cookies and usage analytics

Note: Credit card details are never stored.

Use of Information

• Account management and service delivery
• Billing and support
• Platform security and improvement

We do not sell personal data.

Data Retention

Information is retained only as long as necessary to fulfill service and legal obligations.

Your Rights

Clients may request access, correction, or deletion of personal data by contacting support.

Jurisdiction

All agreements are governed by the laws of Canada and the Province of British Columbia. Exclusive jurisdiction and venue apply to the courts of British Columbia.