Privacy Policy

Effective date: November 1st, 2024

At Resolve Website Support (“we,” “us,” or “our”), we understand how important your privacy is. This policy explains how we collect, use, and protect your personal information when you visit our website or use our support and maintenance services (collectively, the “Services”).

By using our Services, you agree to the practices described in this privacy policy. If you do not agree with this policy, please refrain from using our website or services.

This policy should be read alongside our Terms of Service, which outline how our services work and your responsibilities as a user.

Scope of this policy

This privacy policy covers personal information collected through:

Our website (resolvewebsupport.com)
Any contact or communication with our support team
Service interactions, including hosting, maintenance, and ticket-based support
Online tools or features made available by Resolve Website Support

This policy does not apply to:

Third-party services, platforms, or websites that may be linked to from our website (such as payment providers or plugin documentation sites).
Customer data stored within your own website or submitted through third-party apps or platforms.
Any services not directly provided by Resolve Website Support.

If you interact with third-party tools, we encourage you to review their privacy policies independently.

What personal information we collect

We collect different types of personal information depending on how you interact with us. This includes:

Information you provide to us directly:

When you submit a contact form, open a support ticket, sign up for a plan, or purchase hosting, we may collect:

Full name
Business name
Email address
Phone number
Business address (if applicable)
Website URL
WordPress login or server credentials
Any other details you choose to provide during support or onboarding

Payment and billing information:

When you subscribe to one of our plans or purchase services, we collect your billing name, address, and payment method. Payments are securely processed through Stripe or a similar PCI-compliant provider. We do not store full credit card numbers on our systems.

Automatically collected data:

When you visit our website or use our client portal, we may collect basic usage and device data including:

IP address
Browser type and version
Device type and operating system
Referral source (how you arrived on our site)
Pages viewed and time spent on each page

This information helps us monitor performance, improve usability, and protect against security threats.

How we use your personal information

We use the information we collect to deliver our services effectively, improve the user experience, and meet legal and business obligations. Specifically, we may use your information to:

Provide and manage services – including website support, hosting, maintenance, and troubleshooting
Communicate with you – such as responding to support requests, onboarding new clients, or updating you on service changes
Process payments – including subscription billing and one-off transactions, using secure payment providers
Improve platform performance – by analysing how users interact with our website and refining the experience
Enhance security – to detect and prevent fraud, unauthorised access, or malicious activity
Meet legal obligations – including regulatory compliance, audits, and contract requirements
Send service or promotional communications – such as helpful tips, updates, or offers (you can opt out at any time)

We do not use your information for purposes unrelated to your use of our services, and we do not sell personal data.

How we communicate with you

We may contact you using the details you’ve provided in the following ways:

Email – for account updates, invoices, service changes, and occasional newsletters
Phone or SMS – for urgent matters or direct support (only if you’ve provided your number)
In-app messages – including alerts inside our client portal, if applicable

If you’ve opted into SMS or marketing emails, you can unsubscribe at any time using the link in the message or by contacting us directly. Standard message and data rates may apply for text messages.

Use of customer website access and data

In order to perform support tasks on your WordPress website, you may share credentials or grant access to us. We use this access only to deliver the services you’ve requested—such as updates, bug fixes, malware removal, or performance optimisation.

We do not:

Access or use your website data for marketing or analysis
Store your login credentials after a job is complete (unless you’re on a monthly plan where access is needed for ongoing care)
Share your credentials with third parties without your explicit consent

You are responsible for having permission to share access to your website or server with us.

How we share personal information

We do not sell your personal information. However, in order to operate and deliver our services, we may share certain data in the following scenarios:

With trusted service providers:

We partner with third-party companies to help us run parts of our business. These partners are only given access to the information needed to perform their role and must follow strict privacy obligations. Examples include:

Payment processors (e.g. Stripe)
Hosting and infrastructure platforms
Security monitoring services
Email and SMS communication providers
Analytics tools (e.g. Google Analytics)

For legal and compliance reasons:

We may disclose your information to law enforcement, government agencies, or legal representatives when required to:

Comply with applicable laws or legal processes (such as subpoenas or court orders)
Investigate potential violations of our terms
Protect our rights, safety, or property—or that of our users or the public

In case of a business transition:

If Resolve Website Support is involved in a merger, sale, acquisition, or other business change, your information may be transferred as part of that process. We will continue to protect your information under the commitments in this policy.

With de-identified data:

We may use aggregated, anonymized data for internal reporting, service improvements, or research. This data does not identify individuals and is not shared in a way that can be used to re-identify anyone.

Cookies and tracking technologies

We use cookies, web beacons (pixels), and analytics tools to better understand how people use our website and improve their experience. These tools help us:

Remember user preferences and settings
Monitor site traffic and performance
Identify technical issues and fix bugs
Deliver more relevant content and ads

Types of tracking technologies we use:

Cookies – Small files placed on your browser that help us remember you, keep you logged in, or tailor your experience.
Web beacons (also called tracking pixels) – Tiny image files embedded in emails or web pages that tell us if you’ve opened or interacted with certain content.
Analytics tools – Third-party services like Google Analytics that help us understand user behavior (e.g., how long users stay on a page)

How you can manage cookies

You can manage how cookies are used in your browser settings. Most browsers let you block or delete cookies, though doing so may affect how some parts of our website function.

We do not currently respond to “Do Not Track” signals from browsers.

Data retention and your rights

We retain personal information only as long as necessary to provide our services, comply with legal obligations, or resolve disputes. Here’s how long we typically keep different types of data:

Account data – While your account is active and for a limited time afterward (unless longer retention is legally required)
Billing and payment records – Retained in accordance with tax and accounting regulations
Support communications and logs – Maintained for quality assurance and recordkeeping
Marketing preferences – Retained until you unsubscribe or request deletion

You can contact us at any time to request access to, correction of, or deletion of your personal data.

Your privacy rights (including California residents)

Depending on your location, you may have specific rights under US state privacy laws such as the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA). If you’re a California resident, you have the right to:

Request access to the personal information we hold about you
Ask us to delete your personal data (subject to certain legal exceptions)
Correct inaccurate personal information
Opt out of the sale or sharing of your data (we do not sell personal data)
Limit the use of sensitive personal information, if applicable

To exercise these rights, please email us, call us, or submit a request via our website’s contact form. We may ask for additional information to verify your identity before processing your request. If you authorize someone else to act on your behalf, we may request documentation confirming that relationship.

International data transfers

While Resolve Website Support is based in the United States, we may use service providers located in other countries. If your data is transferred internationally, we take steps to ensure it is protected in accordance with applicable data protection laws.

This may include:

Agreements that include standard contractual clauses (SCCs)
Requiring vendors to maintain strong privacy and security practices
Ensuring all data transfers follow legal requirements

By using our services from outside the US, you understand and consent to your data being transferred and processed in the United States.

How we protect your information

We take data security seriously and implement appropriate safeguards to protect your personal information. This includes:

Encrypted data transfer (SSL/TLS)
Access controls and secure login procedures
Secure server environments and firewalls
Regular monitoring and vulnerability testing

Despite our efforts, no method of online data transmission is completely secure. We encourage you to use strong passwords, never share your login details, and contact us right away if you believe your account has been compromised.

Changes to this privacy policy

We may update this privacy policy as our services evolve or as legal requirements change. If we make significant updates, we’ll post a revised version with a new effective date at the top of this page. Continued use of our services after any changes means you accept the updated policy.

Contact us

If you have any questions or concerns about this privacy policy or how we handle your information, you can reach us here:

📞 Phone: 213 877 6569
📍 Mailing address: 2450 Colorado Avenue Santa Monica, CA 90404, USA

We aim to respond to all privacy-related requests within a reasonable timeframe, in accordance with applicable laws.