Privacy Policy

We collect information that you provide directly to us when you create an account, subscribe to our services, fill out forms, or communicate with our support team. This includes:

• Personal Identification: Full name, email address, phone number, CNIC (where required for regulatory compliance), and company or ISP name.
• Billing Information: Payment method details, billing address, transaction history, and invoice records processed through our secure payment partners.
• Technical Data: IP addresses, NAS device identifiers, RADIUS session logs, network configuration data, and system usage metrics necessary for service delivery.
• Communication Records: Support tickets, emails, WhatsApp messages, and any correspondence exchanged with our team for quality assurance and service improvement.

We also automatically collect certain information when you access our platform, including browser type, device information, operating system, referring URLs, and pages viewed within the CloudOS dashboard.

CloudOS uses the information we collect for the following purposes:

• Service Delivery: To provision, maintain, and improve your ISP management platform, including subscriber authentication, billing automation, and network monitoring.
• Account Management: To manage your subscription, process payments, send invoices, and provide account-related notifications.
• Customer Support: To respond to your inquiries, diagnose technical issues, and provide timely assistance through our 24/7 support channels.
• Platform Improvement: To analyze usage patterns, identify feature opportunities, and enhance the overall performance, reliability, and user experience of CloudOS.
• Security: To detect, prevent, and address fraudulent activity, unauthorized access, and potential security threats to our platform and your data.
• Legal Compliance: To comply with applicable laws, regulations, and legal processes, including telecommunications regulatory requirements in Pakistan.

We implement industry-standard security measures to protect your personal information and your subscribers' data against unauthorized access, alteration, disclosure, or destruction:

• Encryption: All data in transit is encrypted using TLS 1.3. Sensitive data at rest, including passwords and payment information, is encrypted using AES-256 encryption.
• Access Controls: Role-based access control (RBAC) ensures that only authorized personnel can access specific data. All administrative actions are logged in an immutable audit trail.
• Infrastructure: Our servers are hosted in secure, enterprise-grade data centers with 24/7 physical security, redundant power, and automated failover systems.
• Regular Audits: We conduct periodic security assessments, vulnerability scans, and penetration testing to identify and remediate potential risks proactively.
• Backups: Automated daily backups with encrypted off-site storage ensure data recovery in the event of hardware failure or disaster.

While we strive to protect your data with the highest standards, no method of electronic storage or transmission is 100% secure. We continuously evaluate and improve our security practices.

CloudOS integrates with select third-party services to deliver core functionality. These partners are bound by strict data processing agreements:

• Payment Processors: We use JazzCash, EasyPaisa, and bank transfer integrations to process payments. Your payment details are handled directly by these providers and are never stored on our servers.
• Communication Providers: WhatsApp Business API, SMS gateways, and email delivery services are used to send notifications, invoices, and support communications on your behalf.
• Analytics: We may use anonymized, aggregated analytics to understand platform usage trends. No personally identifiable information is shared with analytics providers.
• Network Equipment: Integration with MikroTik RouterOS, FreeRADIUS, and other NAS devices requires exchange of technical configuration data. This data remains within your controlled infrastructure.

We do not sell, rent, or trade your personal information to any third party for marketing purposes. Data is shared only as necessary to operate the services you have subscribed to.

CloudOS uses cookies and similar technologies to enhance your experience on our platform:

• Essential Cookies: Required for authentication, session management, and security. These cannot be disabled as they are necessary for the platform to function.
• Preference Cookies: Store your dashboard layout preferences, language settings, theme choices, and other customizations to provide a personalized experience.
• Analytics Cookies: Help us understand how you interact with CloudOS so we can improve navigation, performance, and feature discoverability. These are anonymized and aggregated.

You can manage cookie preferences through your browser settings. Disabling essential cookies may impact the functionality of the CloudOS platform. We do not use cookies for advertising purposes.

You have the following rights regarding your personal data held by CloudOS:

• Right to Access: You may request a copy of the personal data we hold about you at any time through your account settings or by contacting our support team.
• Right to Rectification: If any of your personal information is inaccurate or incomplete, you can update it directly through your CloudOS dashboard or request a correction from our team.
• Right to Deletion: You may request deletion of your personal data, subject to any legal or contractual retention obligations. Upon account termination, non-essential data is purged within 30 days.
• Right to Data Portability: You can export your subscriber data, billing records, and configuration settings in standard formats (CSV, JSON) at any time from the CloudOS dashboard.
• Right to Object: You may object to specific types of data processing. We will cease processing unless we have compelling legitimate grounds or legal obligations to continue.
• Right to Withdraw Consent: Where processing is based on your consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact us at info@cloudos.pk. We will respond to all legitimate requests within 14 business days.

We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy:

• Active Accounts: Data is retained for the duration of your active subscription and is continuously updated as you use the platform.
• Post-Termination: Upon account closure, we retain essential billing and transaction records for up to 5 years as required by Pakistani tax and telecommunications regulations.
• Support Records: Customer support communications are retained for 2 years after resolution for quality assurance and training purposes.
• Logs: System and access logs are retained for 12 months for security monitoring and then automatically purged.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors:

• Material changes will be communicated via email notification and a prominent banner in the CloudOS dashboard at least 14 days before they take effect.
• The "Last Updated" date at the top of this page indicates when the most recent revision was published.
• Continued use of CloudOS after changes take effect constitutes acceptance of the revised policy.
• Previous versions of this policy are available upon request by contacting our support team.

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

For data protection inquiries, please include "Privacy Request" in the subject line of your email for priority handling.