Service Policies
Last Updated: January 10, 2026
1. Acceptable Use Policy
Cloudcore operates cloud infrastructure and provides IT services directly to business clients. All users must comply with this Acceptable Use Policy. Prohibited Activities: Hosting or distributing illegal content, malware, or viruses; Conducting unauthorized security testing or network scanning; Sending spam, phishing emails, or unsolicited communications; Mining cryptocurrency using our infrastructure resources; Violating intellectual property rights or software licenses; Attempting to gain unauthorized access to systems or data; Reselling or sublicensing our services without written authorization; Using services for illegal activities or regulatory violations. Violations may result in immediate service suspension or termination without refund.
2. Data Protection and Security Policy
Data Ownership: You retain full ownership of all data stored on our infrastructure. Cloudcore claims no rights to your business data. Security Measures: We implement industry-standard security protocols including encryption (AES-256 for data at rest, TLS 1.3 for data in transit), firewall protection and intrusion detection systems, regular security patches and vulnerability assessments, multi-factor authentication for administrative access, and 24/7 security monitoring by our technical team. Data Backups: We perform automated daily backups of all customer data with 30-day retention. However, customers are responsible for maintaining their own backup copies of critical data. Incident Response: In the event of a security incident, we will notify affected customers within 72 hours and provide detailed incident reports.
3. Service Level Agreement (SLA)
Uptime Commitment: Cloudcore guarantees 99.9% monthly uptime for cloud infrastructure services operated from our own data centers. Downtime Exclusions: Scheduled maintenance (with 48-hour advance notice), customer-caused outages, force majeure events, and internet backbone issues beyond our control. Service Credits: If we fail to meet our uptime commitment, eligible customers may receive service credits calculated as follows: 99.0-99.8% uptime: 10% monthly credit, 95.0-98.9% uptime: 25% monthly credit, Below 95.0% uptime: 50% monthly credit. Credits must be requested within 30 days of the incident and are applied to future billing periods.
4. Refund and Cancellation Policy
Subscription Services: All subscription fees are non-refundable except where required by applicable law or as provided in our SLA. Trial Periods: New customers may receive a 14-day trial period with full refund available if service is cancelled within the trial period. Cancellation Process: Either party may terminate service with 30 days' written notice to contact@cloudcoreinc.com. Upon cancellation, customers have 30 days to retrieve their data before permanent deletion. Early Termination: Termination before the end of a prepaid subscription period does not entitle customers to prorated refunds unless due to our failure to provide services.
5. System Maintenance Policy
Scheduled Maintenance: We perform regular system maintenance on our infrastructure to ensure optimal performance and security. Customers will receive 48-hour advance notice for scheduled maintenance. Maintenance windows are typically scheduled during low-usage periods (weekends and overnight hours). Emergency Maintenance: In cases of critical security patches or system failures, we may perform emergency maintenance with minimal notice to protect infrastructure integrity and customer data.
6. Fair Usage Policy
Resource Allocation: Our services are provided with specific resource allocations (CPU, RAM, storage, bandwidth) as defined in your subscription plan. Excessive Usage: We monitor resource usage to ensure fair service for all customers. Consistently exceeding allocated resources may result in: Performance throttling during peak usage periods, required upgrade to higher-tier subscription plans, or additional usage-based fees for overage. We will notify customers of excessive usage and provide 14 days to address the issue before taking action.
7. Intellectual Property Policy
Cloudcore IP: All software platforms, proprietary technologies, and infrastructure tools developed and operated by Cloudcore remain our exclusive intellectual property. Customers receive a limited, non-exclusive, non-transferable license to use our services during their active subscription. Customer IP: We respect customer intellectual property rights. Customers retain full ownership of their applications, data, and content stored on our infrastructure. Copyright Infringement: We respond to valid DMCA takedown notices. Customers hosting infringing content will be notified and required to remove such content within 24 hours.
8. Compliance and Regulatory Policy
GDPR Compliance: For customers in the European Union, we comply with GDPR requirements including data processing agreements, right to access, right to erasure, and data portability. PCI DSS: Payment processing is handled through PCI DSS-compliant third-party processors. We do not store complete credit card information on our systems. Industry Standards: We maintain compliance with ISO 27001 security standards and follow NIST cybersecurity framework guidelines. Data Residency: Customers may specify data storage locations (US or Italy) based on their compliance requirements.
9. Dispute Resolution Policy
Internal Resolution: Customer complaints should first be submitted to our technical support team at contact@cloudcoreinc.com. We aim to resolve issues within 5 business days. Escalation: Unresolved disputes may be escalated to our senior management team. Arbitration: If internal resolution fails, disputes will be resolved through binding arbitration in Delaware, USA, in accordance with American Arbitration Association rules. Legal Action: Customers may not bring class action lawsuits against Cloudcore. All legal proceedings must be individual actions in Delaware courts.
10. Contact Information
For questions about these policies or to report policy violations, contact us at: General Inquiries: contact@cloudcoreinc.com, Phone Support: +39 3894890834, Mailing Address: Cloudcore Information Tech Inc, 8 THE GREEN, STE A, DOVER, DE 19901, USA, Technical Support: Available 24/7 through customer portal and email