Privacy Policy

This Privacy Policy explains how eLite Server Management ("ESM", "we", "our", or "us") collects, uses, stores, shares, and protects personal information when you visit our website, create an account, purchase services, communicate with our team, use the Client Area, submit support requests, complete recommendation tools, or otherwise interact with ESM.

This Policy should be read together with our Terms of Service, Cookie Policy, Security Policy, and applicable product terms.

1. Categories of Information We Collect

Depending on how you interact with ESM, we may collect identifying and contact information, account details, billing information, transaction records, technical information, support communications, service configuration data, security and abuse information, device/browser data, and information you voluntarily provide.

2. Account, Contact & Billing Information

• Name, company name, postal address, email address, and phone number.
• Client Area identifiers and authentication-related information.
• Invoice, order, service, renewal, account-balance, and transaction information.
• Business verification, fraud-screening, tax, or identity information where reasonably required.

Payment-card or payment-account data may be processed directly by third-party payment processors. ESM may receive transaction references, payment status, masked account/card details, or fraud signals rather than complete payment credentials.

3. Technical, Device & Log Information

When you access our websites or systems, we may process IP address, browser type, device information, operating system, referring URL, requested pages, timestamps, session information, approximate location derived from IP, error logs, security events, and other technical information used for operation, analytics, fraud prevention, and security.

4. Contact Forms, Tickets, Chat & Support Data

When you contact ESM, we may collect the content of your enquiry, support ticket, chat, email, attachments, server details, logs, screenshots, configuration information, migration details, service credentials provided for support, and records of troubleshooting or administrative actions.

Please avoid sending passwords, private keys, or other highly sensitive credentials through channels that have not been designated for secure credential sharing.

5. Hosting Recommendation & Pre-Sales Data

Our recommendation tools may collect your selected use case, workload, control requirements, expected growth, immediate risks, support preference, recommended product path, fit score, and any contact details you choose to submit. We use this information to route enquiries and recommend an appropriate hosting or infrastructure option.

6. How We Use Personal Information

• Provide, activate, administer, bill, renew, support, and terminate services.
• Process orders, payments, refunds, and account requests.
• Respond to enquiries, support tickets, migrations, security incidents, and technical requests.
• Operate and improve websites, Client Area functions, recommendation tools, and services.
• Monitor security, prevent fraud and abuse, investigate incidents, and protect networks.
• Send operational, billing, support, security, and service communications.
• Comply with legal, tax, accounting, contractual, and regulatory obligations.
• Measure website performance and understand product demand.

7. Legal Bases for Processing

Where applicable privacy law requires a legal basis, ESM may process information because it is necessary to perform a contract or take steps at your request before a contract; because we have legitimate interests in operating, securing, improving, and protecting our business and customers; because you provided consent; or because processing is required by law.

8. Payment Processing

Payments may be handled by third-party payment processors, banks, card networks, or alternative payment providers. Their privacy practices are governed by their own terms and policies. ESM does not intentionally store complete payment-card security codes.

9. Hosting, Infrastructure & Service Providers

We may use data centers, cloud platforms, domain registrars, network carriers, DDoS providers, software vendors, backup providers, security vendors, ticketing/billing systems, analytics providers, communications providers, and contractors to operate our services. Such parties receive information only as reasonably necessary for their role, subject to contractual or legal safeguards where applicable.

10. Google Workspace & Business Communications

ESM may use Google Workspace or other communications providers for business email, collaboration, and support communications. Messages sent to or from ESM may therefore be processed and retained by the applicable communications provider in accordance with our configuration, contractual arrangements, and the provider's terms.

11. Analytics, Cookies & Similar Technologies

ESM may use cookies, local storage, analytics tags, session technologies, and similar tools for essential website functions, preferences, security, measurement, and—where used—marketing. See our Cookie Policy for categories, purposes, and available choices.

12. When We Share Information

We do not disclose personal information merely for unrelated third-party use. We may disclose information to service providers, payment processors, professional advisers, law enforcement or regulators where legally required, upstream providers during abuse/security incidents, or as part of a merger, acquisition, reorganization, financing, or sale of relevant business assets.

13. International Processing & Transfers

ESM operates and supports customers internationally. Information may be processed in countries other than the country where you reside, including where ESM personnel, data centers, cloud providers, payment processors, communications providers, or support vendors operate. Where required, appropriate contractual or legal transfer mechanisms may be used.

14. Data Retention

Retention periods depend on the type of information and why it is held. Billing and transaction records may be retained for tax, accounting, fraud, and legal requirements; support records may be retained for operational history and dispute resolution; technical/security logs may be retained for security and troubleshooting; and account data may be retained while an account is active and for a reasonable period afterward.

We may retain limited records longer where necessary for legal claims, abuse prevention, chargeback defence, security investigation, or regulatory obligations.

15. Safeguards

ESM uses reasonable administrative, technical, and operational safeguards appropriate to the nature of the information and services under our control. Measures may include access controls, authentication, TLS, logging, monitoring, account permissions, infrastructure security, and internal operational procedures.

No Internet-connected service can guarantee absolute confidentiality or security. Customers should also secure their own devices, accounts, passwords, applications, and hosted systems.

16. Personal Data & Security Incidents

If ESM becomes aware of a security incident affecting personal information under our control, we may investigate, contain, remediate, preserve evidence, engage relevant suppliers, and provide notices where required by applicable law. The timing and content of any notice may depend on the nature, scope, and legal requirements of the incident.

17. Privacy Rights

Depending on where you live, you may have rights to request access, correction, deletion, restriction, portability, objection to certain processing, or information about how personal data is used. Some rights are subject to legal exceptions, identity verification, contractual requirements, security, fraud prevention, and record-retention obligations.

Requests may be submitted through our Contact page. We may request reasonable verification before fulfilling a request.

18. Marketing & Communication Choices

Operational, billing, security, and service communications may be necessary to provide your service and generally cannot be opted out of while the service remains active. Where ESM sends optional promotional communications, you may use the unsubscribe method provided or contact us to update preferences.

19. Children

ESM's commercial hosting and infrastructure services are not directed to children. We do not knowingly solicit personal information from children in circumstances where parental or guardian consent would be legally required.

20. Sale or Rental of Personal Information

ESM does not sell or rent personal information in exchange for monetary consideration as a core business practice. If applicable law gives a broader meaning to "sale" or "sharing," ESM will address required rights or disclosures as applicable to the technologies actually used.

21. Changes to This Privacy Policy

We may update this Privacy Policy as our services, vendors, legal obligations, or privacy practices change. The latest version will be published on this page with its effective or last-updated date where appropriate.

22. Privacy Contact

Privacy questions or requests may be submitted through our Contact page or authenticated support channels. Please provide enough information to identify the relevant account or interaction without sending unnecessary sensitive information.