1. Scope and who we are
P Cloud Support (“we”, “us”, or “our”) operates the P Cloud Support application and client portal. The service lets registered clients create support tickets, exchange messages and attachments with the support team, follow ticket progress, and maintain their client profile.
By using the service, you acknowledge the practices described in this Privacy Policy. If you submit information about another person, you must have authority to do so.
2. Information we collect
Account and profile information
We may collect your username, full name, email address, telephone number, company name, gender, date of birth, postal address, city, state, postcode, and country when you register or update your profile. Passwords are used to authenticate your account and are not displayed to support staff.
Support requests and conversations
We collect the information you enter in a ticket or reply, including the ticket title, priority, affected system, description, steps to reproduce, preferred contact details, conversation messages, assignment information, status changes, and timestamps.
Files you choose to upload
You may attach images, documents, spreadsheets, text files, PDFs, or ZIP files to a support request or conversation. These files may contain personal or confidential information. Please upload only information required to resolve your request and remove unnecessary sensitive data.
Technical and security information
To operate and secure the service, we may process session identifiers, IP address, request and error logs, app or browser version, device type, and basic diagnostic information. The app uses a necessary authenticated session to keep you signed in. We do not use this session for advertising.
3. How we use information
We use collected information to:
- create, authenticate, maintain, and secure your account;
- receive, assign, investigate, respond to, and resolve support tickets;
- show ticket history, conversations, attachments, and status updates;
- send service messages, ticket confirmations, and reply notifications;
- maintain accurate client contact and company information;
- diagnose errors, prevent misuse, and improve service reliability; and
- meet applicable legal, security, audit, and record-keeping obligations.
We process information only where it is necessary to provide the service, with your consent where required, for legitimate service and security purposes, or to comply with law.
5. Data security
We use reasonable administrative, technical, and organisational measures designed to protect personal information. These measures include encrypted network transmission, authenticated sessions, access controls, and restricting support information to authorised personnel.
No online service can guarantee absolute security. Protect your password, sign out on shared devices, and contact us promptly if you suspect unauthorised access to your account.
6. Data retention and deletion
We retain account information while your account is active and retain ticket records, conversations, attachments, and relevant logs for as long as reasonably necessary to provide support, maintain service and security records, resolve disputes, and meet legal or business record-keeping requirements. Retention periods may differ depending on the record and applicable obligations.
You may request deletion of your account and associated personal information by emailing support@pcloud.com.my. Please send the request from your registered email address and include your username. We may need to verify your identity. We will delete or de-identify eligible information, except where retention is required for legal, security, fraud-prevention, dispute, or legitimate record-keeping purposes. Information stored in backups may remain until the relevant backup is securely overwritten.
7. Your choices and rights
Depending on applicable law, you may ask us to provide access to, correct, update, restrict, or delete your personal information, or object to or withdraw consent for certain processing. You can update many profile details directly in the app. For other requests, contact us using the details below.
We may request information to verify your identity before fulfilling a privacy request. Some rights may be limited where we must retain or process information to comply with law or protect the rights of others.
8. International data transfers
Our service providers may process information in countries outside your country of residence. Where required, we use reasonable safeguards intended to protect information in accordance with this policy and applicable law.
9. Third-party links and services
Tickets or replies may contain links to external services such as Google Drive or YouTube. If you choose to upload content to or open a third-party service, that provider processes information under its own terms and privacy policy. Review sharing permissions before submitting a link and grant access only to the intended support recipients.
10. Children’s privacy
P Cloud Support is a business support service and is not directed to children under 13 or the minimum age required by local law. We do not knowingly collect personal information from children. If you believe a child has provided information to us, please contact us so we can review and remove it where appropriate.
11. Changes to this policy
We may update this Privacy Policy when our service or legal obligations change. We will publish the updated policy with a new “last updated” date and, where appropriate, provide an additional notice in the app or service.
12. Contact us
For privacy questions, account deletion, or requests relating to your personal information, contact:
P Cloud Support
Privacy contact: support@pcloud.com.my
Service website: support.pcloud.com.my
Submit a privacy request