Support
Support and evaluation enquiries
Alpha/Beta only: not approved for paid/public launch. Legal entity approval, contact delivery and staffed monitoring remain unverified. Confirm support scope before evaluation.
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.
No verified 24/7 coverage or response-time commitment is currently published.
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 suspected compromise using this security contact.
Delivery, monitoring and incident-response staffing are not yet verified. Do not rely on this address as an emergency response service.
Email receipt and response times have not been verified. For an active incident, use your organisation's established incident-response route as well. Existing contractual support commitments and legally required duties remain intact.
Billing questions
Are new paid plans available?
Paid/public launch is not approved. Published unit counts or billing interfaces do not demonstrate payment readiness. Evaluation scope, duration and any commercial terms must be expressly confirmed before use.
How are computers and servers counted?
Any unit-weighting or minimum-charge rules must be confirmed in your approved agreement. If an existing invoice or device classification appears wrong, contact billing with the relevant reference; do not send card details.
Why is each service a separate line?
Service line items may distinguish Email Security, Antivirus and Tech Support. They do not establish that every product is approved or entitled for your evaluation.
How do I see what I am being charged for?
Check the customer portal and your existing agreement. Contact billing about discrepancies; complete billing/export outcomes remain unverified.
Cancelling
Use the Billing route in the customer portal or email billing@cloudcastle.ai. Existing cancellation rights, including any no-fee or no-notice promise, remain applicable.
Cancellation, billing changes, uninstall and data deletion are distinct. A cancellation request does not prove completion on every device or stored copy. For removal questions, email support@cloudcastle.ai.
Refunds
- Existing refund promises: any applicable first-30-days/full-refund commitment remains intact.
- Billing errors: report incorrect charges; existing refund rights and correction duties remain applicable.
- Service failure: rights under your agreement and applicable law are not reduced by Alpha/Beta disclosures.
- Part-months: the calculation and any refund depend on your applicable agreement, not an unverified new public offer.
Refund processing and bank-settlement timing have not been operationally verified. This is not a waiver of any required refund or deadline.
Charge you do not recognise?
Payment descriptors and live payment readiness are not yet verified. Email billing@cloudcastle.ai about an unfamiliar charge. You retain your rights to contact your bank or dispute a charge.
Already work with an IT provider?
Keep your IT provider as a contact for services they manage. Account ownership, billing and support responsibilities depend on your agreement. Email us if you are unsure who handles a request; do not assume the public contact is actively monitored.