Privacy Policy
M.N.E.M. Holdings Pty Ltd, Trading as Mainstay Digital, is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses and phone numbers.
This Personal Information may be obtained in many ways including interviews, correspondence, by telephone, by email, via our website https://mainstay.digital, from your website, from media and publications, from other publicly available sources, from social media, from other websites, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
For the primary purpose for which it was obtained
For a secondary purpose that is directly related to the primary purpose
With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
Third parties where you consent to the use or disclosure; and
Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
Mainstay Digital will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us at:
Level 4, 60 Moorabool Street
Geelong, VIC 3220
contact@mainstay.digital
+61 1800 953 733
Website hosting terms of service
You can view and download our website hosting terms of service here.
Support Policies
- Support can be used for functional changes or fixes, site administration, migrations, security, performance, and any other technical support.
- Support requests can be submitted to support@mainstay.digital. A ticket is then raised with a unique ID. Communications and pertinent information is then all captured on the individual task.
- Issue resolution or action policy is within 48 hours, but our reach goal is on the day / 8 hours.
- We’ll acknowledge submission within 4 hours, although our goal is under 2 hours. If we have questions or clarification we’ll include in the acknowledgment.
- Support requests assume up to 1 hour is pre-approved for investigation and rectification. In the event more time is needed, we advise an estimate and seek approval before progressing, or provide an estimate for a project.
- Support is available from 8.30am – 5.30pm, Monday to Friday. Out of hours support is an option, however it is subject to limitations on weekends and public holidays, availability, and must be scheduled.
- If a support request is deemed business-critical, you can include “URGENT” in the subject line and the request will be actioned with immediate priority. Response to the ticket submission will be within 1 – 2 hours and rectification as soon as possible.
Maintenance policies
Maintenance refers to patching and updates for CMS or server applications; plugins, packages, themes or core; as well security and performance. We take a proactive approach to monitoring, reporting and providing recommendations.
We do require that all clients hosting with Mainstay Digital undertake regular website maintenance. This is primarily for data security purposes.
- Maintenance is scheduled in accordance with business and website needs. Typically weekly checks and monitoring are conducted with patching to be scheduled either fortnightly, monthly or prior to the end of each quarter i.e Q1, Q2, Q3, Q4 depending on site needs
- Quarterly maintenance report provided with summary of actions & recommendations for additional performance, security or general improvements
- If any updates are deemed risky to site functionality, updates will be undertaken on staging and tested prior to deployment
- Time is billed only for what is accrued. In the event more time may be required, we’ll seek approval before commencing additional work