How we collect, use, and protect information.

Effective Date: June 01, 2011
Last Updated: July 24, 2026

Maine IT Solutions respects your privacy and is committed to handling personal information responsibly. This Privacy Policy explains how Maine IT Solutions (“Maine IT Solutions,” “we,” “us,” or “our”) collects, uses, discloses, retains, and protects information when you visit our websites, contact us, request information, or use our client support portal.

This policy applies to maineit.org, support.maineit.org, and other Maine IT Solutions online services that link to it. A separate managed-services agreement, statement of work, or other written client agreement may govern information processed while delivering services. If a client agreement conflicts with this policy concerning client service data, the client agreement controls to the extent of that conflict.

1. Information We Collect

Information you provide

We may collect information you provide through contact forms, email, support tickets, attachments, service inquiries, and other communications. This may include your name, email address, company or organization, job title, mailing address, message content, support details, device or system information, screenshots, logs, and other information you choose to submit.

Please do not submit passwords, authentication codes, private encryption keys, payment-card information, Social Security numbers, medical information, or other highly sensitive information through a public website form or ordinary email. Existing clients should use approved secure support channels when submitting confidential technical information.

Information collected automatically

When you use our websites, we and our service providers may automatically collect technical and usage information, including IP address, browser and device type, operating system, approximate location derived from IP address, referring page, requested URLs, page views, timestamps, HTTP headers, response status, error information, security events, session identifiers, and indications of automated or malicious activity.

This information may appear in web-server logs, firewall logs, content-delivery-network logs, security logs, and analytics reports.

Analytics and session replay

We use website analytics and Contentsquare to understand how visitors navigate and interact with our websites, identify errors, evaluate performance, and improve usability. Depending on configuration and consent choices, these tools may collect page views, clicks, taps, scrolling, mouse movement, navigation patterns, time spent, browser and device characteristics, technical errors, session identifiers, and a visual or technical reconstruction of website interactions.

We do not intentionally use session replay to collect passwords, authentication credentials, financial account numbers, or other highly sensitive information. Fields and page elements may be masked, excluded, or restricted based on configuration. Visitors should nevertheless avoid entering sensitive information into public website fields.

Support portal information

When you use support.maineit.org, we may collect information needed to authenticate users, manage requests, investigate technical issues, communicate with clients, document work, and maintain service records. This may include user and organization information, authentication records, ticket descriptions, correspondence, technical logs, attachments, troubleshooting records, resolution notes, and service history.

Clients are responsible for ensuring they are authorized to submit information concerning their organization, personnel, systems, and users.

2. Sources of Information

We may receive information directly from you; from your employer or another authorized client representative; automatically from your browser, device, or network; from Cloudflare, Contentsquare, our support-platform provider, email providers, and other vendors; from systems used to provide contracted IT services; and from public or lawfully obtained sources.

3. How We Use Information

We may use information to:

• Operate, maintain, secure, and improve our websites and services;
• Respond to questions, contact requests, and prospective-client inquiries;
• Provide support and contracted IT services;
• Authenticate support-portal users and manage tickets;
• Diagnose technical problems and maintain service records;
• Analyze usage, performance, navigation, clicks, and session replays;
• Detect fraud, abuse, malicious traffic, and security incidents;
• Protect our rights, systems, clients, users, and personnel;
• Comply with legal, contractual, insurance, tax, and accounting requirements;
• Establish, exercise, or defend legal claims; and
• Carry out another purpose disclosed when information is collected.

We may aggregate or de-identify information so it no longer reasonably identifies an individual and use that information for lawful business purposes.

4. Cookies and Similar Technologies

Our websites and service providers may use cookies, local storage, scripts, tags, pixels, and session identifiers for security, traffic management, fraud prevention, session management, preferences, analytics, error diagnosis, performance measurement, and session replay.

You may configure your browser to block or delete cookies, although doing so may affect website functionality. Where required by applicable law, we will provide an appropriate consent or preference mechanism for nonessential analytics technologies.

5. Service Providers

Cloudflare

We use Cloudflare for content delivery, traffic routing, website availability, security, denial-of-service protection, analytics, and malicious-traffic detection. Cloudflare may process IP addresses, request metadata, browser information, security signals, and traffic information. Cloudflare’s practices are described in its Privacy Policy.

Contentsquare

We use Contentsquare for experience analytics and session replay. Contentsquare may process website-session, page-view, interaction, browser, device, performance, and error information. We use this information to improve our websites and services, not to sell personal information or deliver cross-context behavioral advertising. Additional information is available through the Contentsquare Privacy Center.

Other providers

We may also use support-platform, hosting, email, communications, security, backup, data-storage, professional-services, and other operational vendors. These providers may process information only as needed to perform authorized services, subject to applicable contractual obligations.

6. How We Disclose Information

We may disclose information to service providers working on our behalf; to a client’s authorized representatives; when required by law, legal process, or a lawful governmental request; to investigate misuse or protect rights, safety, security, and property; in connection with a merger, acquisition, financing, reorganization, or sale of assets; or at your direction or with your consent.

7. Sale, Sharing, and Targeted Advertising

We do not sell personal information for monetary consideration. We do not use personal information collected through our websites for cross-context behavioral advertising. Certain state laws define “sale,” “sharing,” or “targeted advertising” differently. If applicable law provides an opt-out right concerning a particular activity, you may submit a request using the contact information below.

8. Data Retention

We retain information for as long as reasonably necessary to respond to inquiries, provide services, maintain support and business records, protect security, investigate incidents, satisfy legal and contractual requirements, enforce agreements, and establish or defend claims. Retention periods vary by information type, relationship, contractual obligations, security needs, and applicable law.

When information is no longer reasonably necessary, we may delete, anonymize, or securely dispose of it. Residual copies may remain temporarily in backups, archives, disaster-recovery systems, or records subject to a legal hold.

9. Information Security

We use administrative, technical, and physical safeguards designed to protect information, including encryption in transit, access controls, authentication, network segmentation, firewalls, logging, monitoring, backups, software updates, restricted administrative access, and vendor review. No system or transmission method can be guaranteed completely secure.

If you believe information submitted to Maine IT Solutions has been compromised, contact [email protected].

10. Your Privacy Rights

Depending on your location and applicable law, you may have rights to request access, correction, deletion, portability, restriction, objection, withdrawal of consent, or an opt-out from certain processing. These rights may be subject to legal exceptions.

Submit requests to [email protected] with the subject “Privacy Request.” We may need to verify your identity and authority. We will not unlawfully discriminate against you for exercising an applicable privacy right.

11. International Visitors

Maine IT Solutions is based in the United States. Information may be processed or stored in the United States or another location where our providers operate. If you access our websites from outside the United States, your information may be transferred to a jurisdiction whose privacy laws differ from those in your location.

12. Children’s Privacy

Our websites and services are intended for businesses and adult users. They are not directed to children under 13, and we do not knowingly collect personal information from children under 13. A parent or guardian who believes a child submitted information may contact us.

13. Third-Party Websites

Our websites may link to third-party services. We do not control and are not responsible for their privacy, security, availability, content, or practices. Review the policies of a third party before providing information.

14. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices, services, vendors, technologies, or legal obligations. We will revise the “Last Updated” date when changes are posted. Material changes may also be communicated through another reasonable method.

15. Contact Us

Maine IT Solutions
Email: [email protected]
Mail: PO Box 238, Bowdoinham, ME 04008