Complaints policy
EZYCLOUDX takes its responsibility to receive and handle customer complaints seriously whenever there is a problem with the quality of the products and services we provide. When complaints or disputes arise, EZYCLOUDX favours negotiation and conciliation between the parties, so as to preserve the relationship and our customers' confidence in the quality of our service.
Customers using EZYCLOUDX services are guaranteed their lawful rights under the terms of service and applicable law.
1. General provisions
1.1. Who may complain
Organisations and individuals named on the service contract, or the legal representative of a user of an EZYCLOUDX service.
1.2. How to complain
Customers with a complaint about a service provided by EZYCLOUDX may complain directly via:
1.3. Complaint deadlines
These are the deadlines within which customers may complain under EZYCLOUDX's rules:
For matters relating to service quality
For matters relating to business, contracts or payments
Note: EZYCLOUDX may decline to handle complaints submitted after the deadlines above.
2. The complaint resolution process
Step 1: Receiving the complaint
EZYCLOUDX's customer care team is responsible for receiving your complaint and reviewing and replying within 24 working hours (excluding non-working days).
Step 2: Verification and handling
Once a complaint is received, the customer care team reviews and resolves it within the limits of its authority. Complaints outside that authority are passed to the relevant specialist department or unit to be resolved for the customer.
Step 3: Reviewing and resolving the complaint
The departments responsible will review and verify the details of the complaint and reach a final conclusion.
Step 4: Responding to the customer
Once the review and verification are complete, the customer care team responds in whichever form suits: a phone call, a letter, an email, or a meeting in person if needed.
Multi-stage process:
- • If the customer is not satisfied with the initial outcome, the relevant departments must review the complaint from the beginning and respond again (second response)
- • If the customer still does not accept EZYCLOUDX's second response, they may petition a competent state authority or bring the matter before a court as the law allows
Step 5: Closing the complaint
Once both parties reach agreement, EZYCLOUDX files the record and closes the complaint.
3. Complaint resolution deadlines
The deadline for resolving a complaint runs from the day EZYCLOUDX receives it and depends on what the complaint is about:
Ordinary complaint
Complex complaint
4. IP infringement notice
This section applies specifically to intellectual property rights holders (organisations or individuals holding software copyright, trademarks or other IP rights) who find infringing content running on EZYCLOUDX infrastructure.
4.1 Intake point for IP notices
Send every intellectual property infringement notice to:
This is a high-priority intake channel, separate from ordinary service complaints.
4.2 What the notice must contain
So that EZYCLOUDX can act quickly, the notice must include all of the following:
About the rights holder:
- • The name of the organisation or individual holding the IP rights
- • Contact details (email, phone, address)
- • The capacity in which the notice is sent (rights holder directly, or authorised representative)
About the infringement:
- • The name of the infringed software, work or trademark
- • Proof of ownership (copyright registration number, EULA, or other lawful evidence)
- • A specific description of the infringing conduct observed
- • Technical information that lets EZYCLOUDX identify the source of the infringement: IP address, time of detection, technical evidence (screenshots, logs, pcap, etc.)
Declarations:
- • Confirmation that the information in the notice is truthful and accurate
- • Confirmation that the use on EZYCLOUDX infrastructure is not authorised
4.3 How EZYCLOUDX handles the notice
| Step | Deadline | Action |
|---|---|---|
| Acknowledge the notice | Within 24 hours of receipt | Send a confirmation email and issue a tracking code |
| Verify the information | Within the following 48 hours | Review the contents of the notice and check it against our infrastructure |
| Technical action | Within 72 hours of receiving the notice | If the infringement is confirmed: suspend the VM, block access, and notify the users concerned |
| Report the outcome | Within 5 working days | Notify the sender of the action taken |
If a notice does not contain all the information listed in section 4.2, EZYCLOUDX will request the missing details within 24 hours. The processing deadline starts once the information is complete.
4.4 Counter-notice
If a user whose VM has been suspended believes EZYCLOUDX acted in error or that the infringement notice was unfounded, they may send a counter-notice to the same email address, including:
- • The tracking code of the original notice
- • Grounds for the objection (a valid licence, granted usage rights, etc.)
- • Supporting evidence
EZYCLOUDX will review a counter-notice within 5 working days and decide whether to restore the VM or keep it suspended. If the parties cannot agree, the dispute may be referred to a competent state authority or to a court.
4.5 Repeat infringer policy
EZYCLOUDX applies an account termination policy to users who repeatedly infringe intellectual property rights:
First violation
Offending VM suspended, written warning issued
Second violation
Entire account suspended; a written explanation is required within 5 working days
Third violation, or a violation of a serious nature
Contract terminated, no refund for the remaining service, and the authorities may be notified
Infringement history is retained and may be provided to a competent state authority upon a lawful request.
EZYCLOUDX bears no legal responsibility for the software or data a user installs on a VM under the BYOL model, and derives no economic benefit from any infringement of intellectual property rights by a user.
Policy updates
This complaints policy may be adjusted and updated from time to time to keep pace with the latest requirements and standards. Customers are responsible for following the official website so they remain compliant with the current rules.
This policy was last updated: 14 June 2026.