LAST UPDATED NOVEMBER 4, 2026
When you get in touch
The public enquiry form asks for your name, email address, service interest, and project description. Your business name is optional. We use this information to understand your enquiry and respond. Public enquiries do not automatically become support tickets. Please avoid including passwords, payment card details, or other sensitive information.
Your customer account
Customer accounts are created by invitation. We store your contact information, account memberships, and permissions so you can access the support conversations and billing records available to you. Members see support tickets they participate in; billing access is granted separately. Administrators use additional authentication to access management tools.
Support conversations and attachments
Messages sent through the customer portal or in reply to a ticket email are retained with the conversation. We also keep ticket status history, work records, and administrative activity needed to provide support and manage billing. Internal administrative notes are not shown to customers. Attachments are stored privately and remain unavailable for download until their security checks are complete.
Remote computer support
When you authorize remote support, we record the computer name, operating system, RustDesk connection ID, access mode, authorizing contact and date, and related support-ticket links. Administrative launch records identify the technician, computer, and request time; they do not confirm a connection or automatically measure billable time. RustDesk provides screen control through its desktop application and our separate server hosted by DigitalOcean in Toronto. Technical connection logs may include IP addresses and device IDs. This website does not collect remote screen recordings or store computer passwords. Preauthorized unattended access remains available until it is removed on the computer; closing the app window or retiring a website record does not by itself revoke that access.
Invoices, subscriptions, and payments
Stripe processes payments, tax calculations, invoices, and subscriptions. We keep relevant billing identifiers, invoice amounts and statuses, and subscription information so you can view and manage your account. Card details are entered on Stripe’s secure pages and are not stored by MooseMtn’s website. Confirmed e-Transfer payments and bank transaction references may be recorded against invoices.
Email delivery
We use Twilio SendGrid to send account, support, and billing messages and process replies to designated support addresses. We record delivery information, including whether a message was accepted, delivered, delayed, or rejected, to investigate delivery problems. Reply addresses connect incoming messages with the correct conversation. We do not use support or billing information to enrol you in marketing emails.
Company email monitoring
When email monitoring is enabled, we collect delivery results from your company’s connected email host, including company sending addresses, dates, outcomes and general error categories. For failed outgoing attempts, we also retain the recipient’s email address so authorized users can investigate the failure. We also record mailbox addresses, storage use and individual storage limits, and process aggregate email-authentication reports containing sending-server information and message counts. Delivery and mailbox-size history is kept for 90 days. Authorized members with Email health access can see their own company’s scores, sending-address summaries, failed-delivery details and mailbox sizes. Members with this permission can also add company inboxes, reset their passwords, and suspend or restore sign-in. We record who requested an inbox change and its outcome. This monitoring history does not retain email message bodies, mailbox passwords or raw delivery-error text. Hosting credentials are stored separately and are not shown to clients. For incoming spam protection, we also keep the current filter settings and records of staff changes. Sender allow/block lists and advanced filter rules are restricted to staff; authorized clients see only the protection summary. Junk/Not Junk actions in your mail app are not currently sent to this website.
Service providers
The website and customer platform use Google Firebase and Google Cloud for hosting, authentication, database storage, file storage, and background processing. The public enquiry form uses Cloudflare Turnstile to help distinguish legitimate enquiries from automated spam. These providers, along with Stripe and SendGrid, may process technical information such as IP addresses and service logs as part of operating and protecting their services. Provider processing may take place outside Canada.
Company system status
When network monitoring is connected, we read your company’s assigned UniFi site to check whether its internet gateway is connected, whether remote staff access is enabled or in use, and whether the connected UniFi Drive app is running. Active members of that company can see this summary. We keep only the latest checks; we do not retain browsing activity, connected-device identities, VPN user identities or file contents for this feature. Network API credentials and site assignments are stored separately from customer-facing records. We also check whether the MooseMtn website and portal respond and display published hosting-provider notices. Reports may be delayed and these checks do not guarantee that every service, storage disk or email delivery is working.
Retention and requests
We retain information as needed to provide services, maintain business and billing records, resolve disputes, and meet applicable obligations. Access is limited according to account permissions and administrative responsibilities. To ask about your information, correct it, or request deletion, email hello@moosemtn.ca. Some financial and operational records may need to be retained after an account is closed.
Local previews and other websites
A public enquiry form labelled “Local preview” validates the enquiry without sending an email. A customer portal that reports “setup required” does not display live account data. Links to our products, other businesses, and app stores lead to separate websites with their own privacy information.