1. Scope
This policy applies to the public pages at onucloud.com, AMD dedicated server configuration pages, the DGX order page and the console. It explains how OnuCloud handles information when providing browsing, account, ordering and after-sales support features. Page visit records and records associated with logged-in services serve different purposes, as outlined below.
Service information under this policy includes account details submitted by customers, order records created during checkout, and support ticket content needed to resolve service issues. Business systems, files and backups deployed on customer servers are not account details. The boundary of responsibility for this data is described in Section 5.
This policy is governed by the laws of the jurisdiction where the platform operator is based. Any dispute concerning this policy will be handled by a court with jurisdiction in that jurisdiction. This does not alter customer responsibility for managing systems and data on their servers.
2. Information collected
An email address identifies each account and is used for sign-in, verification codes and service-related communications. Keep the email address current and account credentials secure. Do not send passwords or verification codes when contacting support about an account issue.
Ordering and billing generate order and billing records, including the selected service, configuration, billing period, amount and payment result. These records link payment results to the corresponding service and let customers review paid orders and bills in the console.
When a support ticket is submitted, OnuCloud processes its content and information voluntarily provided to troubleshoot the issue, such as an order number, symptoms, relevant actions and error messages. Include only information relevant to the issue. Redact passwords, keys and unrelated business information from screenshots or logs before sharing them.
3. Payments
Payment information is handled by the provider of the payment method selected. OnuCloud retains order results and amounts needed to verify services. Complete payment credentials are not collected through support tickets or email, and customers are not asked to send payment verification secrets through support channels.
All transactions are settled in USD. Available payment methods are listed on the configuration page. Before confirming payment, check the service and amount due. To verify a result after payment, submit a ticket about the relevant order through the console.
Support staff may need the order number and a description of the issue to match an order with its payment result. Details of transactions unrelated to that order are not needed. For information about how data is handled during payment, also review the information provided by the selected payment method provider.
4. How information is used
OnuCloud uses account and order records to provision and manage servers, verify service ownership, process billing and display related service status and records in the console. Information is handled in connection with the services ordered; providing additional business information is not a requirement for browsing public pages.
Support ticket content helps diagnose issues, verify service requests such as reinstalls and explain the outcome. OnuCloud is responsible for hardware and networking; customers are responsible for system configuration, software environments, data redundancy and backups. Providing troubleshooting materials does not transfer responsibility for managing systems or data.
Access logs and service records related to an issue may be used for security investigations, identifying unusual access and addressing abuse. For a specific issue, only information needed to explain it is requested. Submitting an entire set of business data is not a substitute for a clear description of the problem.
5. Data on customer servers
Customers manage the operating systems, applications, files, databases and backups on their servers. OnuCloud does not access the contents of data on customer servers. Retaining service records does not mean the platform backs up data stored on those servers.
AMD dedicated servers have two directly connected 1 TB NVMe drives and do not include hardware RAID. Customers are responsible for arranging mirroring, software RAID, backup schedules and recovery testing. Account information, order records and business copies stored on disks are separate types of data and cannot replace one another.
Before requesting a reinstall or another change that may affect the system environment, transfer any required data elsewhere and clearly define the request in the support ticket. When sharing logs, provide only excerpts relevant to the error. Do not submit entire databases, access keys or customer lists as routine troubleshooting materials.
Data on DGX Spark services is erased when the service expires. Transfer any required models, results and other files before expiration. Account and order records are not backups of these files.
6. Cookies and logs
The site uses cookies or local storage to remember sign-in status and language preferences. Sign-in status maintains account sessions, while language preferences retain the language selected. These functions are separate from file storage on customer servers.
Cookies and local storage can be cleared in browser settings. After clearing them, signing in again or reselecting a language may be necessary. Console features that rely on sign-in status may also require account verification again.
Access logs support security investigations, such as checking unusual access paths, request times and related network information. When reporting a page error or sign-in issue, include when it occurred, where on the site it happened and what went wrong. This helps match the issue to relevant logs; passwords are not needed.
7. Sharing information
OnuCloud does not sell personal information or share customer account emails, order records or support ticket content with unrelated parties. Public pages do not display account or transaction details that identify individual customers.
When information is legally required, OnuCloud handles it within the scope of the applicable request and provides only the information covered by that request. The payment provider's role is described in Section 3. Information handled on a payment page should not be confused with order results retained by this site.
When a support ticket refers to other people or business partners, include only information necessary to address the issue. Do not attach personal information unrelated to troubleshooting or include it in logs, to avoid unnecessary disclosure during support.
8. Contact and updates
To verify or correct account information, or to submit another privacy request, sign in to the OnuCloud console and open a support ticket. Specify the account or order involved, the type of information to be handled and the requested action. Do not send passwords, verification codes or complete payment credentials.
If the console is unavailable, email support@onucloud.com. Email and console support tickets are the site's contact channels. To avoid disclosing another person's information, the connection between a request and the relevant account must be verified before account-related requests are handled.
Information is handled in light of the request, order verification, security investigations and applicable legal requirements. No standard deletion period is promised on this page. A privacy request is not a request to back up or restore data on a customer server; customers remain responsible for retaining and transferring business files.
Policy updates are published on this page. Review it before placing a new order or submitting a privacy request to see the current scope of information handling. For questions about a specific use or record, reference the relevant section in a support ticket to help clarify the request.