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Platform Privacy Policy

This Platform Privacy Policy explains how KloudStack collects, uses, stores, discloses, and protects personal information and operational information related to the KloudStack platform, managed hosting services, customer accounts, billing, support workflows, monitoring, diagnostics, customer stack data, and AI-assisted operational features.

This policy applies to customers, platform users, authorised users, and organisations using KloudStack platform services. For general use of the public KloudStack website, please read our Website Privacy Policy.

Privacy overview

We collect and use information to provide, secure, support, and improve KloudStack services.

KloudStack handles information across several areas of the business, including the public website, customer platform accounts, billing, support requests, managed cloud hosting, monitoring, diagnostics, and platform operations.

The type of information we collect depends on how you interact with KloudStack. For example, a website visitor may provide basic contact or enquiry information, while a platform customer may provide account, billing, support, deployment, and operational information.

We aim to collect only the information reasonably needed to provide our services, support customers, manage platform operations, protect systems, meet legal obligations, and improve the customer experience.

Information we may collect

The information KloudStack handles depends on how you use our website, platform, support channels, and managed services.

KloudStack may collect and process information such as:

  • contact details, including name, email address, phone number, company name, and role;
  • account details used to create and manage platform access;
  • billing and subscription information;
  • support requests, feedback, messages, attachments, and issue details;
  • website enquiry form submissions;
  • platform usage information;
  • deployment and stack configuration information;
  • operational logs, metrics, monitoring data, and diagnostic information;
  • security-related information such as IP addresses, audit logs, access logs, and WAF or platform security events;
  • AI-assisted chat messages, prompts, diagnostic inputs, recommendations, and operational summaries;
  • communications between you and KloudStack.

We may also collect technical information through cookies, analytics tools, logs, and similar technologies. More information about cookies is available in our Cookie Policy.

Read Cookie Policy
https://kloudstack.com.au/cookie-policy/

How we use information

We use information to provide services, support customers, secure the platform, and improve operations.

KloudStack may use information to:

  • provide and operate the KloudStack website and platform;
  • create, manage, and secure customer accounts;
  • deploy, monitor, support, and manage customer stacks;
  • process billing, subscriptions, invoices, and payments;
  • respond to support requests and customer feedback;
  • investigate technical, security, performance, or availability issues;
  • provide service notifications, maintenance updates, and customer communications;
  • improve platform features, support workflows, documentation, and customer experience;
  • generate diagnostics, summaries, recommendations, and AI-assisted operational insights;
  • detect, prevent, and respond to fraud, abuse, security risks, and unauthorised activity;
  • comply with legal, regulatory, accounting, tax, and operational obligations.

KloudStack does not use customer data to make unrelated advertising decisions.

Platform and customer stack data

Customer stack data may be used to provide hosting, support, monitoring, diagnostics, and managed services.

KloudStack may handle operational information related to customer stacks, including deployment details, resource configuration, monitoring data, logs, alerts, performance information, and diagnostic results.

This information helps KloudStack provide managed hosting, support, troubleshooting, security review, performance insights, and operational recommendations.

Where KloudStack needs to access hosted website, application, database, file, or configuration data to provide support or managed services, access should be limited to what is reasonably required for the task.

Customers remain responsible for the content, data, users, applications, plugins, themes, integrations, and business information they choose to host or process through their stack.

Support and feedback data

Support and feedback workflows help KloudStack assist customers and improve the platform.

KloudStack may collect and process support requests, product feedback, issue descriptions, screenshots, attachments, technical details, diagnostic information, and communications submitted through support and feedback channels.

Support and feedback workflows may be managed using Atlassian tools, including Jira Service Management and related systems.

We may use support and feedback information to respond to customer requests, investigate issues, improve support workflows, prioritise product improvements, and maintain service history.

Billing and payment data

Billing information is used to manage subscriptions, invoices, payments, and usage-based charges.

KloudStack may collect and process billing-related information such as customer details, subscription records, invoice information, payment status, usage records, plan details, and billing communications.

KloudStack may use third-party payment and billing providers, including Stripe, to process payments, subscriptions, invoices, and related billing records.

KloudStack does not store full payment card details unless expressly stated. Payment details are generally handled by our payment provider.

AI-assisted operations

AI-assisted features may use operational information to provide diagnostics, recommendations, summaries, and support assistance.

KloudStack is building AI-assisted platform capabilities to help customers better understand, manage, and optimise their application stacks.

AI-assisted features may use platform data, support data, monitoring data, logs, diagnostic information, customer prompts, and operational context to generate summaries, recommendations, explanations, and workflow guidance.

These features are designed to support human decision-making. Material actions that may affect production systems, billing, security, availability, data, or customer experience may require customer approval or human review before being applied.

Third-party providers

KloudStack uses trusted third-party providers to deliver cloud hosting, billing, support, communication, analytics, and platform services.

KloudStack may share or process information with third-party providers where required to provide, support, secure, or improve our services.

These providers may include:

  • Microsoft Azure for cloud infrastructure, hosting, monitoring, storage, communication, and related platform services;
  • Stripe for payments, subscriptions, billing, invoices, and related records;
  • Atlassian for support, feedback, ticketing, and workflow management;
  • analytics and website tools used to understand website and platform usage;
  • email, notification, security, logging, and operational service providers.

Third-party providers may process information under their own terms, privacy policies, security practices, and data processing arrangements.

Cookies and analytics

Cookies and similar technologies may be used to operate the website, support platform functionality, and understand usage.

KloudStack may use cookies, analytics tools, logs, and similar technologies to operate the website and platform, remember preferences, support security, understand usage, and improve services.

Some cookies may be necessary for the website or platform to function. Others may support analytics, performance measurement, or user experience improvements.

More information is available in our Cookie Policy.

Read Cookie Policy
https://kloudstack.com.au/cookie-policy

Security and data protection

KloudStack uses reasonable technical and organisational measures to protect information handled through our services.

KloudStack applies security measures designed to protect platform systems, customer information, support workflows, billing data, operational data, and managed services.

These measures may include access controls, monitoring, logging, secure configuration practices, cloud security controls, operational review, and incident response processes.

No internet-connected system, cloud platform, website, or software service can be guaranteed to be completely secure. Customers also have responsibilities for protecting their own accounts, users, credentials, applications, plugins, content, and configurations.

View Security
https://kloudstack.com.au/trust/security/

Access, correction, and privacy enquiries

You can contact KloudStack about privacy questions, access requests, or correction requests.

You may contact KloudStack to ask questions about privacy, request access to personal information, request correction of personal information, or raise a privacy concern.

Privacy enquiries can be sent to:
privacy@kloudstack.com.au

More information about privacy rights, requests, and complaints is available in our Privacy Policy.

Read Privacy Policy
https://kloudstack.com.au/privacy-policy/