Orca Pings' Policies

1. Privacy Policy
2. Acceptable Use Policy
3. Password Reset & Security Policy

Privacy Policy

1. Introduction

Orca Pings is a Canadian-based provider of web hosting and IT services. We are committed to protecting the personal information of our clients and users in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable federal and provincial privacy laws in Canada. This Privacy Policy outlines how we collect, use, disclose, and safeguard personal information across our hosting infrastructure and third-party integrations, including those with WHM, cPanel, and eNom.

2. Information We Collect

• Account Information: Includes your name, email address, phone number, billing address, and payment method, collected upon registration.
• Service Usage Data: IP addresses, login timestamps, bandwidth usage, domain-related actions, and activity logs generated through WHM, cPanel, and server activity.
• Communication Records: Support requests, emails, and other communication that help us deliver technical support and customer service.
• Analytics Data: Information collected via third-party analytics and advertising platforms, including Google Analytics, Google Ads, Microsoft Advertising, and social media platforms such as Facebook and LinkedIn. This may include your device type, location, browsing behavior, and interactions with our website and ads.

3. How We Use Your Information

• To deliver and manage web hosting services through systems such as WHM and cPanel.
• To register, renew, and manage domain names through our partnership with eNom.
• To issue SSL certificates and provision other integrated services.
• To process payments and manage invoices securely.
• To comply with legal obligations and respond to lawful requests from regulatory or law enforcement authorities in Canada.
• To understand how users interact with our website and marketing campaigns through analytics tools.
• To improve website performance, personalize user experiences, and evaluate the effectiveness of our advertising campaigns.

4. Data Retention and Storage

Your data may be stored on Canadian servers or those of trusted providers within jurisdictions offering comparable legal protections. We retain personal data as long as necessary to fulfill operational, billing, and legal purposes. Backups and logs are stored in accordance with best practices and deleted on a rolling basis unless longer retention is mandated.

5. Sharing of Information

We do not sell or rent your data. We may share data only with service providers directly involved in delivering our services, including:

• WHM and cPanel for account provisioning and server management.
• eNom for domain registration and DNS management.
• Payment processors for billing and invoicing (e.g., Stripe or PayPal).
• Analytics and advertising providers for understanding user behavior and improving campaign performance (e.g., Google, Microsoft, Facebook).

All partners are bound by contractual obligations to protect your information.

6. Data Security

We use encryption, firewalls, intrusion detection, and multi-layer authentication to safeguard your data. Systems are regularly audited, and vulnerabilities are addressed proactively in line with Canadian cybersecurity best practices.

7. Your Rights

• You may request access to your personal data and correct inaccuracies.
• You may withdraw consent for non-essential processing at any time.
• You may request the deletion of data no longer necessary for service or legal compliance.

8. Contact

If you have questions or concerns regarding this policy, please contact our Privacy Officer at privacy@orcapings.com.

Acceptable Use Policy (AUP)

1. Overview

This Acceptable Use Policy (AUP) outlines the acceptable practices and responsibilities of users of Orca Pings web hosting services. This includes use of our services via WHM, cPanel, Softaculous, and domain management through eNom. By using our services, you agree to abide by this policy and all applicable Canadian laws, including but not limited to the Criminal Code of Canada, Canadian Anti-Spam Legislation (CASL), and Copyright Act of Canada.

2. Prohibited Activities

• Unlawful Use: Hosting, distributing, or linking to content that is illegal under Canadian law, including hate speech, harassment, child exploitation, or unlicensed copyrighted materials.
• Spam & Malicious Email: Using services to send unsolicited emails or manipulate headers to obscure the origin of a message. All emails must comply with CASL.
• Security Violations: Attempting to bypass authentication or access controls, exploit vulnerabilities, or compromise any other system or network.
• Resource Misuse: Running processes or scripts that consume excessive server resources and interfere with other clients, including abuse of CPU, I/O, or memory allocation limits.
• Malware Hosting: Hosting, spreading, or linking to viruses, ransomware, phishing sites, or software designed to harm or gain unauthorized access to systems.
• Use of Licensed Software: Unauthorized use or redistribution of proprietary software, including cPanel and other licensed integrations, is strictly forbidden.

3. Customer Responsibilities

• Use strong, regularly updated passwords and maintain the security of your hosting account.
• Monitor scripts, applications, and plugins for vulnerabilities and updates.
• Abide by the license agreements of integrated platforms such as WHM, cPanel, and Softaculous.
• Ensure all content complies with applicable Canadian laws and international agreements where relevant.

4. Reporting Abuse

To report a violation of this policy, please contact abuse@orcapings.com. We will investigate all complaints and may take action including warning, suspension, or termination of offending accounts.

5. Enforcement and Suspension

Orca Pings reserves the right to remove or disable any content or account at our discretion that we determine to be in violation of this AUP. Repeated or severe infractions may result in permanent account termination or legal action. We also reserve the right to cooperate with law enforcement agencies or rights holders as required.

6. Policy Updates

This policy may be updated from time to time to reflect changes in technology, regulations, or our operational practices. Updates will be posted to our website. Continued use of our services constitutes acceptance of any changes.

7. Contact

If you have questions about this Acceptable Use Policy, please reach out to us at support@orcapings.com.

Password Reset & Security Policy

1. Purpose

This policy establishes robust procedures for password resets and access recovery for Orca Pings customers. It is designed to protect customer data, accounts, and services in alignment with modern security standards and compliance requirements.

2. Identity Verification & Password Reset Process

• All password resets must be initiated by the account holder via the registered email address.
• If the registered email is no longer accessible, additional verification is required. Acceptable methods include a valid government-issued ID, a recent invoice or billing record, or multi-factor identity confirmation (e.g., SMS or phone callback).
• In the event of high-risk activities (e.g., multiple failed login attempts or request from an unusual IP), enhanced verification will be required.
• We do not accept password reset requests via social media or non-authorized channels.

3. Password Requirements

• Minimum length: 15 characters.
• Passwords must meet a minimum strength score of 100 as calculated by our WHMCS password strength meter.
• To reach a strength score of 100, passwords must include at least five characters, one symbol, and one uppercase letter or number.
• Users must not reuse any of their last 10 passwords.

4. Reset Token Security

• Reset links are valid for one-time use and expire within 15 minutes.
• Rate limiting and CAPTCHA protections are applied to reset forms.
• All reset events are logged and reviewed for anomalous activity.

5. Multi-Factor Authentication (MFA)

• All users are strongly encouraged to enable MFA via authenticator apps or SMS.
• When MFA is active, a second factor is required to complete the reset.
• Users can register recovery methods to regain access if MFA credentials are lost, subject to manual verification.

6. Post-Reset Procedures

• All active sessions and API tokens are invalidated after a password reset.
• Administrators and support staff are notified of high-risk or escalated resets.

7. Account Recovery Failures

If identity verification fails or there is reason to suspect account compromise, Orca Pings reserves the right to deny the reset request and suspend the account pending further review.

8. Contact

If you have questions or require assistance with your password, contact our support team at support@orcapings.com.