(207) 716-9079

Legal Notices

Support and Service Practices

Acadia Marketing LLC

1. Purpose and Scope

This document describes how Acadia Marketing LLC, a Maine limited liability company ("Acadia Marketing LLC", "we", "us"), provides support for its services and what clients can generally expect from us. It applies to website design and development, website hosting, domain name management, email setup, search and advertising management, SMS and text-message lead alerts, and client website and domain transfer services, together with acadiamarketingmaine.com and any page, subdomain or transfer page we operate or issue to clients (the "Sites").

This document is a general description of our support practices. The specific terms of any engagement are set out in the applicable agreement. If this document and an applicable agreement differ, the applicable agreement controls.

2. How to Request Support

Support requests may be submitted by email to info@acadiamarketingmaine.com or by telephone at (207) 716-9079. We recommend email for most matters because it creates a written record of the request.

To help us respond efficiently, a request should include:

  • the name of the account holder and a reliable contact method;
  • the Site, domain or service affected;
  • a clear description of the issue, including what was expected and what occurred;
  • any error messages, screenshots or steps needed to reproduce the issue; and
  • the urgency of the matter as the requester understands it.

We may ask for information to confirm that the requester is authorized to act for the account before we discuss or change account details. Our Access Code and Authentication Policy describes how identity and authorization checks work.

3. Response

We review support requests and respond in a commercially reasonable manner, taking into account the nature of the request, its effect on the affected service, and the information provided. Requests that describe a service outage or a security concern are generally prioritized over routine questions and requests for changes.

Response does not mean resolution. Some matters depend on third parties, such as the hosting provider, the registrar or the messaging carrier, and the time needed to resolve them may be outside our control. Where a matter takes extended effort, we may update the requester as appropriate.

4. Scheduled Maintenance

We perform maintenance on the Sites and the services we manage to keep them secure, stable and current. Maintenance may include software updates, security patches, configuration changes and infrastructure work. Where practicable, we perform maintenance at times intended to limit disruption and, where a planned interruption is expected to be significant, we may give notice by a reasonable method.

Emergency maintenance may be necessary to address a security risk or a serious fault and may be performed without advance notice. Third-party providers may also perform their own maintenance, which is outside our control.

5. Incident Handling

When we become aware of an incident affecting a service, we take steps that are reasonable under the circumstances to assess it, limit its effect and work toward restoring normal operation. Our general approach is to:

  • confirm the issue and identify the services affected;
  • take containment or corrective action;
  • communicate with affected clients where we consider it appropriate or where the applicable agreement or law requires; and
  • review the cause and make reasonable improvements where warranted.

Matters involving personal information or security are handled in line with our Privacy Policy and Access Logging and Security Notice. Where a transfer of a website or domain has been completed, hosting that is provided by us continues under the existing agreements unless the parties agree otherwise in writing.

6. Exclusions

Our support practices do not extend to the following, except as stated in an applicable agreement:

  • problems caused by changes made to a Site, domain or account by the client or by anyone acting for the client without our involvement;
  • problems arising from content, plug-ins, software or services supplied by the client or by third parties;
  • interruptions or failures of the hosting provider, the registrar, the messaging carrier, internet infrastructure or other third-party services;
  • events beyond our reasonable control, including power or network failures, cyber attacks, and governmental or regulatory action;
  • use of the Sites or services in violation of our Acceptable Use Policy or Terms of Use;
  • requests for new features, redesigns or work outside the scope of the applicable agreement; and
  • delivery of text messages, which depends on the messaging carrier and the recipient's device and settings, and which we cannot guarantee.

Search and advertising results depend on many factors outside our control. Nothing in this document is a promise of any particular ranking, traffic, lead volume or business outcome.

7. No Credits Unless Agreed

Unless the applicable agreement expressly provides otherwise, we do not offer credits, refunds or other compensation for interruptions, delays or limitations in any service. Any such remedy must be set out in a written agreement signed or accepted by Acadia Marketing LLC. Our liability is further limited as described in our Disclaimers and Limitation of Liability.

This document should be read together with our Terms of Use, Privacy Policy, Cookie Notice, Website and Domain Transfer Terms, Access Code and Authentication Policy, Access Logging and Security Notice, Acceptable Use Policy, Electronic Communications and Notices, Intellectual Property and Copyright, Disclaimers and Limitation of Liability, Accessibility Statement, and Governing Law and Dispute Resolution.

9. Changes and Contact

We may update this document from time to time to reflect changes to our services or practices. The version posted on the Sites is the version in effect. Continued use of our services after an update is subject to the applicable agreement.

Notices and questions may be sent to Acadia Marketing LLC, 218 Pond Road, Wilton, ME 04294, by email to info@acadiamarketingmaine.com, or by telephone at (207) 716-9079. This document is governed by the laws of the State of Maine, with venue in Cumberland County, Maine, as described in our Governing Law and Dispute Resolution document.

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