Support
Get help from a person
No ticket maze or phone tree. If your computer is broken and you are not technical, tell us.
General & technical
support@cloudcastle.ai
Anything to do with your computers, software, or the service.
Tech Support customers can open and follow a request in the customer portal.
For 24/7 Business support, we aim to answer around the clock.
Billing, refunds, cancellation
billing@cloudcastle.ai
Invoices, charges you do not recognise, and refunds.
Email this address to close your account.
Security
security@cloudcastle.ai
Report a vulnerability or a suspected compromise. We give these reports priority.
We aim to acknowledge security reports within 24 hours.
We aim to reply to support and billing emails within one business day. CloudCastle is based in San Antonio, Texas, operates on both U.S. coasts, and provides support with U.S. staff.
Billing questions
Why can my bill be higher than the monthly minimum?
Each service bills the greater of its monthly minimum or per-unit total. We average daily counts of protected inboxes and endpoint units. Each invoice line shows the units, rate, and whether the minimum set the final amount.
Why does my server cost more than my other computers?
A server counts as two units because it takes more work to monitor, patch, and protect and is often critical to a business. Each device shows its classification; tell us if one is wrong and a technician will fix it.
Why is each service a separate line?
Email Security, Antivirus, and Tech Support are separate subscriptions. That keeps the invoice clear and lets you activate only the services you want.
How do I see what I am being charged for?
The customer portal itemizes each active service, its monthly average units, minimum, and final amount.
Cancelling
Cancel any time under Billing in the customer portal or email billing@cloudcastle.ai. We charge no fee, require no notice, and will not try to talk you out of it.
Cancelling stops the service and future billing. It does not remove CloudCastle software or local data from your computers. To remove both, email support@cloudcastle.ai.
Refunds
- First 30 days: email us within 30 days of your first payment for a full refund if CloudCastle is not right for you.
- Billing errors: if we charged you incorrectly, tell us and we will refund the full difference without argument.
- Service failure: if we materially failed to deliver what you paid for, we will refund the affected period.
- Part-months: daily-average billing charges only for covered days, so there is usually nothing to refund.
Refunds go back to the original payment method and typically appear within 5–10 business days, depending on your bank.
Charge you do not recognise?
Our charges appear as CLOUDCASTLE. If you cannot place one, email billing@cloudcastle.ai before disputing it with your bank so we can explain or refund it directly without a chargeback.
Already work with an IT provider?
Keep your IT company as the first contact for work they manage. You still own your CloudCastle account, choose services, and receive invoices. Email us if you are unsure who handles a request.