Order of Precedence
This Privacy Policy supplements and forms an integral part of the Agreement. In the event of any conflict or inconsistency between the terms of this Privacy Policy and the terms of the Agreement, Terms of Service, Acceptable Use Policy (AUP), or Service Level Agreement (SLA), the terms of the terms of service shall govern and control with regard to the processing and protection of Customer Personal Data.
1. The Dual Roles We Play
To understand your privacy rights, it is important to know our role regarding your data:
- AoE Web Services LLC as a Data Controller: We act as a Data Controller for the personal information we collect directly from you when you register an account, pay a bill, open a support ticket, or browse our agency website.
- AoE Web Services LLC as a Data Processor: We act as a Data Processor regarding the files, databases, game server configurations, and offsite backups that you upload, host, or store on our servers. We do not access, or utilize your data except as instructed by you or as necessary to maintain, deliver, and protect our Services. You acknowledge and agree that we may access, process, or review Customer data for purposes including, but not limited to: providing technical support and troubleshooting, performing system maintenance and updates, creating or restoring backups, conducting security audits and abuse prevention, and complying with legal or regulatory obligations.
2. Information We Collect
We collect several types of information from and about our users, depending on how they interact with our services:
A. Personal Information You Provide
When you register an account, purchase service tiers, or interact with our billing portal, we collect:
- Contact Details: Your name, business name, physical address, email address, and phone number.
- Billing Information: Payment details, billing addresses, and tax identifiers (such as VAT IDs, business tax registration numbers, or affiliate W-9/W-8 data, where applicable).
Note: All credit card transactions are processed securely through accredited third-party payment gateways; we do not store raw credit card numbers on our local servers.
- Support Information: Correspondence, tickets, and technical descriptions you submit when requesting help.
B. Automatically Collected Technical Data
When you access our servers, billing portal, or websites, we may collect:
- Log Data: IP addresses, browser types, operating systems, referring URLs, dates/times of access, and system activity logs.
- Game Server Telemetry: Connection logs, player IP addresses, and bandwidth usage for game instances.
C. Client-Stored Content (We Process, You Control)
We host and store data that you upload to our servers, which may include website databases, WordPress files, game configurations, and offsite backups. We process this data to fulfill our hosting agreement and maintain security.
D. Cookies
- Necessary cookies
Necessary cookies allow us to offer you the best possible experience when accessing and navigating through our website and using its features. For example, these cookies let us recognize that you have created an account and have logged into that account.
- Functionality cookies
Functionality cookies let us operate the site in accordance with the choices you make. For example, we will recognize your username and remember how you customized the site during future visits.
- Analytical cookies
These cookies enable us and third-party services to collect aggregated data for statistical purposes on how our visitors use the website. These cookies do not contain personal information such as names and email addresses and are used to help us improve your user experience of the website.
3. How We Use Your Information
We use the information we collect for the following business purposes:
- Service Delivery: To provision web hosting, deploy game servers, and configure offsite backup vaults.
- Billing & Administration: To handle automated invoicing, payments, account changes, and service renewals.
- Customer Support: To diagnose, troubleshoot, and resolve technical issues with your hosted websites, content management systems, web control panels, or game server instances.
- Security & DDoS Mitigation: To monitor server health, mitigate malicious network activity, prevent spam, and maintain server integrity.
4. Third-Party Infrastructure & Sub-Processors
To operate our platform and deliver our hosting, storage, and server services, we engage third-party service providers who may process personal data on our behalf. These categories of service providers include:
- Cloud Infrastructure & Virtual Server Hosting: Third-party data centers and cloud platforms used to deploy virtual servers, manage network routing, and host client environments.
- Encrypted Object & Offsite Storage Providers: Secure cloud storage services utilized to archive automated system backups and offsite data vaults.
- Payment Processing & Invoicing Networks: Third-party payment gateways and billing automation tools used to process payments and issue invoices securely.
- Domain & DNS Management Services: Routing and domain registry services used to configure domain names and direct network traffic.
5. Data Retention & Deletion
- Account Information: We retain your account, billing, and contact records for as long as your account is active, or as required by law to meet financial and tax compliance obligations.
- Server Logs: System access logs and connection histories are automatically rotated and purged periodically.
- Hosted Client Content: Upon cancellation or non-renewal of a service, you will be granted a 7-day grace period to export or retrieve your hosted data, after which all hosted files, virtual server disk images, and backups will be deleted from our primary and backup systems.
6. Security of Your Data
We employ enterprise-grade security measures to keep your data safe:
- Encryption: We enforce free Let's Encrypt SSL certificates across our hosting platforms and encrypt database connections.
- API Security: Offsite backup configurations are routed through secure, encrypted API keys directly to dedicated object storage containers.
- Isolation: Game servers are safely sandboxed in isolated Docker containers to prevent cross-contamination or unauthorized access.
- Security Breach Notification: In the event that AoE Web Services LLC confirms a security breach or unauthorized access affecting the physical or cloud infrastructure hosting your data, we will notify you without undue delay (and no later than 72 hours after becoming aware of the confirmed breach) via the primary email address on file in your billing account.
7. Your Regional Privacy Rights
Depending on your location or where your business operates, you may have rights under the EU General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA/CPRA), or local state regulations. These rights include:
- The right to access, correct, or request the deletion of your personal data.
- The right to restrict or object to the processing of your data.
- The right to data portability.
If you wish to exercise any of these rights please feel free to contact us.
8. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect shifts in technology, legal requirements, or our infrastructure stack. We will notify active clients of any material changes.
9. Contact Us
If you have questions, comments, or concerns regarding this Privacy Policy, please contact us