Customer Rights

Overview

Hozvik Cloud recognizes that customers should have reasonable control, transparency, privacy, and freedom when using services that they have legitimately purchased or been authorized to use.

Customers are entitled to manage their services, access relevant information, raise concerns, submit complaints, request reviews, and use their allocated resources within the applicable service limits.

Hozvik Cloud will not treat a legitimate complaint, reasonable criticism, or expression of dissatisfaction as a policy violation solely because the customer is unhappy with a service or decision.

Customers may communicate firmly or express frustration when reporting a genuine problem. A customer may use a somewhat rude or strong tone while discussing a legitimate service issue, provided the communication does not become abusive, threatening, discriminatory, harassing, or personally directed at staff or other individuals.

These communication rights do not permit threats, harassment, hate speech, discriminatory abuse, personal attacks, targeted harassment, unlawful conduct, or other prohibited behavior.

A customer should not have their service suspended or terminated solely because they submitted a complaint, questioned a decision, expressed dissatisfaction, or communicated firmly about a legitimate service-related concern. Any action taken against an account should be based on a legitimate policy, security, legal, billing, abuse, or service-related reason.

1. Account Control

Customers have the right to manage their Hozvik Cloud account and the account information made available through the customer portal.

This may include updating supported profile information, changing account passwords, managing available authentication methods, reviewing account information, and configuring available security settings.

Customers are responsible for keeping their account credentials secure and should not intentionally provide unauthorized individuals with access to their account.

Hozvik Cloud may restrict certain account-level changes where required for security, fraud prevention, legal compliance, identity verification, or protection of the customer's account.

2. Access Credential Management

Customers have the right to manage supported credentials associated with their services.

This may include generating, changing, rotating, or revoking passwords, SSH keys, API keys, tokens, and other supported access credentials.

Customers should immediately revoke compromised credentials and generate replacement credentials where necessary.

Hozvik Cloud may revoke or restrict credentials when necessary to protect infrastructure, investigate security incidents, or comply with applicable requirements.

3. Security Control

Customers have the right to manage available security credentials and security-related settings associated with their services.

This may include passwords, SSH credentials, API keys, authentication settings, access permissions, and other security controls made available by Hozvik Cloud.

Customers are responsible for protecting their credentials and should immediately report suspected unauthorized access or compromised credentials.

Hozvik Cloud may require security-related changes or temporarily restrict certain access methods when necessary to protect the customer's service, other customers, or the wider infrastructure.

4. Account Security Notification

Where Hozvik Cloud becomes aware of a significant security event affecting a customer's account or service, the customer may receive relevant notification where notification is appropriate and legally permissible.

Security notifications may contain information about the affected service, recommended actions, credential changes, or other steps required to protect the account.

Certain security information may be withheld when disclosure could compromise an investigation, expose security mechanisms, or create additional risks.

5. Account Closure Request

Customers have the right to request closure of their Hozvik Cloud account, subject to active services, outstanding balances, contractual obligations, data retention requirements, and applicable policies.

Before closing an account, customers should download or migrate any data they wish to retain.

Account closure may result in the termination of active services and deletion of associated data after applicable retention periods.

6. Service Management

Customers have the right to manage their purchased hosting services using the controls made available through the applicable Hozvik Cloud control panel.

Depending on the service, available management functions may include starting, stopping, restarting, reinstalling, configuring, rebuilding, or otherwise managing the service.

Certain actions may require confirmation or may be temporarily restricted because of maintenance, security concerns, infrastructure conditions, resource limitations, or other legitimate operational requirements.

7. Resource Usage

Customers have the right to use the CPU, RAM, storage, bandwidth, IP resources, and other resources allocated to their purchased service.

Allocated resources may be used for legitimate activities supported by the customer's service plan.

Customers may not intentionally bypass resource limits, interfere with other customers, overload shared infrastructure, or use resources in a manner prohibited by the applicable service policies.

Resource availability and performance may vary depending on the purchased plan, infrastructure configuration, maintenance, network conditions, and other technical factors.

8. Fair Resource Access

Customers have the right to reasonably use the resources included in their purchased service without another customer's activity intentionally consuming or interfering with their allocated resources.

Hozvik Cloud should operate its infrastructure in a manner designed to maintain appropriate separation between customer allocations.

Shared infrastructure may still experience technical limitations, maintenance, network congestion, or other conditions that can temporarily affect performance.

9. Service Isolation

Customers have the right to reasonable logical separation of their services and data from other customers' services according to the architecture of the hosting environment.

Customer data, credentials, and service environments should not be intentionally exposed to unrelated customers.

The specific level of isolation depends on the underlying infrastructure and service architecture.

This right does not guarantee absolute protection against every possible security incident, vulnerability, or external attack.

10. Configuration Control

Customers have the right to customize supported configurations within their allocated hosting environment.

Depending on the service, this may include server settings, application configurations, environment variables, runtime settings, ports, startup configurations, or other supported options.

Configuration changes must remain within the technical capabilities and security requirements of the service.

Hozvik Cloud may restrict configurations that could compromise infrastructure, affect other customers, or violate applicable policies.

11. Software Selection

Where technically supported, customers may select and use compatible software, runtime versions, applications, frameworks, or server software appropriate for their hosting environment.

The available choices may depend on operating-system compatibility, resource availability, licensing, security requirements, and service limitations.

Customers remain responsible for maintaining and legally licensing software that they install or operate unless Hozvik Cloud explicitly provides or licenses that software.

12. Application Management

Customers have the right to install, configure, update, remove, and manage supported applications and software within their allocated hosting environment.

The ability to install specific applications may depend on the hosting plan, operating system, available resources, software compatibility, and infrastructure restrictions.

Customers must ensure that applications installed on their service do not violate applicable laws, security requirements, licensing requirements, or Hozvik Cloud policies.

13. File Management

Customers have the right to manage files and data stored within their authorized hosting environment.

Depending on the service, customers may upload, download, create, edit, move, rename, replace, and delete files through available management tools.

Customers are responsible for the legality and security of the content they store on their services.

Hozvik Cloud may take action against files or content that violate applicable laws, third-party rights, security requirements, or Hozvik Cloud policies.

14. Abuse-Free Usage

Customers have the right to use their purchased services without unnecessary interference when their activities comply with Hozvik Cloud policies and applicable laws.

Customers should be able to operate legitimate websites, applications, servers, databases, bots, development environments, or other supported workloads according to the capabilities of their purchased service.

This right does not permit activities that create security risks, intentionally disrupt infrastructure, abuse other users, consume resources outside permitted limits, or violate applicable policies.

15. Non-Interference Right

Customers have the right to use their legitimate hosting services without unreasonable interference from Hozvik Cloud, provided their activities comply with applicable laws and Hozvik Cloud policies.

Hozvik Cloud should not unnecessarily interfere with legitimate customer operations.

However, intervention may be necessary when required to protect infrastructure, respond to security incidents, prevent abuse, comply with legal requirements, address service failures, or enforce applicable policies.

16. Plan Upgrade or Downgrade Request

Customers may request an upgrade or downgrade of their hosting plan where the service supports plan changes.

An upgrade may provide additional resources or functionality, while a downgrade may reduce available resources or features.

Plan changes may be subject to availability, pricing, billing adjustments, technical compatibility, minimum terms, and other service conditions.

A downgrade should not be assumed to be possible if the customer's current resource usage exceeds the limits of the requested plan.

17. Domain Management

Where Hozvik Cloud provides domain-related services, customers have the right to manage available domain features associated with their account.

Depending on the service, this may include domain information, DNS settings, nameservers, renewals, transfers, and other supported domain-management functions.

Domain services may also be subject to registrar requirements, registry policies, applicable laws, verification requirements, and domain-specific rules.

18. DNS Management

Customers may manage supported DNS records for domains they are authorized to control.

Depending on the available DNS management system, customers may be able to create, modify, or remove supported records such as A, AAAA, CNAME, MX, TXT, and other applicable records.

DNS changes may take time to propagate and may be affected by caching, TTL settings, external DNS providers, or registry systems.

Customers are responsible for ensuring that DNS configurations are used lawfully and do not intentionally facilitate abuse or security violations.

19. Ownership of Customer Content

Customers generally retain their ownership rights in original content and data that they independently create or upload, subject to applicable law, third-party rights, licensing terms, and specific service agreements.

Using Hozvik Cloud infrastructure does not automatically transfer ownership of a customer's independently created content to Hozvik Cloud.

Customers are responsible for ensuring that they have the necessary rights, permissions, and licenses for content they upload, distribute, or operate through Hozvik Cloud services.

20. Data Control

Customers have the right to manage the data and content they legitimately upload or create within their hosting environment.

Subject to applicable policies and technical limitations, customers may modify, replace, transfer, download, or remove their data.

Hozvik Cloud may process customer data where necessary to provide, maintain, secure, or support the requested services and as otherwise permitted by applicable policies or law.

Legal obligations, security requirements, backup systems, retention requirements, or third-party rights may affect the immediate deletion or modification of certain information.

21. Backup Rights

Where backup functionality is included or made available with a customer's service, the customer has the right to use the available backup features.

Depending on the service, customers may be able to create, view, restore, download, or remove backups.

Backup frequency, retention periods, storage limits, restoration capabilities, and availability may vary by service and plan.

Customers should maintain independent backups of important information where appropriate, as no backup system can guarantee permanent or uninterrupted data preservation.

22. Data Export

Customers have the right to retrieve their own service data using supported export, download, backup, or migration mechanisms.

The available method may depend on the service type and technical capabilities.

Customers are responsible for initiating and securely storing exported data where appropriate.

Data export may be subject to service status, available storage, technical limitations, legal requirements, and applicable retention periods.

23. Data Removal Request

Customers may request the removal of their stored data where such removal is supported and permitted by applicable law and policy.

Data removal may include deleting files, databases, configurations, or other customer-controlled content.

Certain information may need to remain temporarily due to backups, legal obligations, fraud prevention, security investigations, financial records, or other legitimate retention requirements.

Where applicable, Hozvik Cloud should communicate relevant limitations surrounding data deletion.

24. Service Migration Assistance

Where supported by the service and applicable support scope, customers may request assistance with service migration or data transfer.

Migration assistance may include guidance regarding data movement, configuration changes, backups, DNS changes, or supported migration procedures.

The availability of direct migration assistance may depend on the service type, complexity, technical requirements, and support plan.

Customers remain responsible for maintaining appropriate backups before performing or requesting major migrations.

25. Privacy Rights

Customers have the right to have their personal information handled according to applicable privacy laws and Hozvik Cloud's Privacy Policy.

Where applicable, customers may exercise legally available rights relating to access, correction, deletion, restriction, or other processing of their personal information.

The availability and scope of these rights may depend on applicable law, the type of information involved, and the circumstances of the request.

26. Personal Data Request

Where applicable under privacy law, customers may request access to, correction of, deletion of, or other legally available actions concerning their personal information.

Requests may be subject to identity verification to prevent unauthorized disclosure or modification of personal information.

Certain information may be retained where required by law, legitimate business requirements, security obligations, fraud prevention requirements, or other legally recognized grounds.

27. Service Information Access

Customers have the right to access relevant information about their active services.

Where available, this may include service names, service plans, allocated resources, service status, renewal information, billing status, IP information, and other service-related details.

Hozvik Cloud should provide customers with reasonable access to information necessary for understanding and managing their purchased services.

Certain internal infrastructure information may not be disclosed where doing so would create security, privacy, or operational risks.

28. Billing Information Access

Customers have the right to review billing information associated with their Hozvik Cloud account.

Depending on the billing system, this may include invoices, payments, credits, transactions, service charges, renewal charges, and other relevant billing records.

Customers may contact support regarding billing discrepancies, unexpected charges, payment issues, or other legitimate billing concerns.

Billing records may be retained for legal, accounting, fraud-prevention, or business-record requirements.

29. Access Log Visibility

Where technically available, customers may have access to relevant logs or activity information associated with their service.

Such information may include login activity, authentication events, system activity, or other service-level information.

The amount of information available may depend on the hosting environment and technical capabilities of the service.

Internal security logs, information relating to other customers, confidential infrastructure data, and sensitive security information may not be made available.

30. Transparent Service Conditions

Customers have the right to receive clear and understandable information about the important conditions of the services they purchase.

This may include pricing, resource allocations, service limitations, applicable fees, renewal conditions, cancellation conditions, important restrictions, and relevant service policies.

Hozvik Cloud should make reasonable efforts to ensure that important service conditions are presented clearly so customers can understand what they are purchasing and what responsibilities apply to their use of the service.

31. Maintenance Information

Customers have the right to receive reasonable information regarding planned maintenance that may materially affect their services, where advance notification is practical.

Maintenance notifications may include the expected maintenance period, affected services, expected impact, and relevant updates.

Emergency maintenance may sometimes need to be performed without advance notice when necessary to address security issues, infrastructure failures, critical vulnerabilities, or other urgent circumstances.

32. Incident Communication

When a significant service incident affects customers, Hozvik Cloud may provide relevant incident information and service updates through available communication or status channels.

Updates may include the nature of the issue, affected services, current investigation status, mitigation efforts, and resolution information where appropriate.

Incident communication may be limited where disclosure could create security risks or expose confidential infrastructure information.

33. Policy Information

Customers have the right to access the policies that govern their use of Hozvik Cloud services.

Relevant policies may include the Terms and Conditions (GTC), Privacy Policy, Acceptable Use Policy, Refund Policy, Service Level information, and other applicable service documentation.

Customers should be able to review these policies to understand their responsibilities, available rights, restrictions, and applicable service conditions.

34. Policy Change Notice

Where appropriate and required by applicable law or the relevant policy, customers should receive reasonable notice of material changes to customer-facing policies.

The notice period may depend on the nature of the change and applicable legal or contractual requirements.

Changes required for security, legal compliance, fraud prevention, infrastructure protection, or urgent operational reasons may sometimes require faster implementation.

35. Renewal Control

Customers have the right to understand and manage the renewal status of their services.

Where supported, customers may choose whether to continue a service beyond its current billing period or allow the service to expire according to the applicable service terms.

Customers should have reasonable access to relevant renewal dates, pricing, and renewal conditions where such information is available.

Automatic renewal settings, where applicable, may be subject to the billing system and service-specific conditions.

36. Service Cancellation

Customers have the right to request cancellation of their services in accordance with the applicable cancellation and refund policies.

A cancellation request may result in service termination at the applicable cancellation time or renewal period depending on the service configuration.

Refund eligibility, remaining service time, outstanding balances, credits, and data retention following cancellation will be handled according to the applicable policies.

Customers should review the relevant cancellation terms before requesting termination.

37. Support Rights

Customers have the right to contact Hozvik Cloud support regarding legitimate technical, billing, account, infrastructure, or service-related concerns.

Customers may submit support tickets or other available support requests and provide relevant information required to investigate their issue.

Customers may request updates regarding an open support matter through the applicable support system.

Support response times may vary depending on the support level, severity of the issue, service type, operating hours, and current support workload.

38. Support Escalation

If a customer believes that a support issue has not been adequately addressed through the normal support process, the customer may use an available escalation process where one is provided.

The customer may provide the relevant ticket number, issue details, previous communication, and supporting information.

Escalation does not guarantee a particular outcome, but it provides an additional opportunity for the matter to be reviewed through the applicable support process.

39. Complaint and Dispute Submission

Customers have the right to submit complaints or disputes regarding legitimate concerns involving services, billing, support, account actions, technical issues, or other Hozvik Cloud matters.

Customers should be able to provide relevant information and supporting evidence when submitting a complaint.

Submitting a complaint does not automatically constitute a policy violation and should not, by itself, result in service suspension or termination.

Complaints involving prohibited conduct may still be subject to the applicable conduct and abuse policies.

40. Human Review Request

Where a customer disagrees with a suspension, restriction, billing decision, moderation action, or other significant service decision, the customer may request review through the applicable support or dispute process.

The customer may provide relevant information or evidence supporting their position.

The availability and scope of human review may depend on the type of decision, applicable policy, security considerations, legal requirements, and available support procedures.

Reasonable Limitations of Customer Rights

The Customer Rights section does not provide permission to violate laws, abuse staff or other customers, compromise infrastructure, bypass security controls, intentionally disrupt services, distribute prohibited content, conduct fraudulent activity, or otherwise violate Hozvik Cloud policies.

Customer rights should be interpreted together with the Hozvik Cloud Terms and Conditions (GTC), Acceptable Use Policy, Privacy Policy, Refund Policy, and applicable service-specific conditions.

Hozvik Cloud may take appropriate action where there is a legitimate reason, including a confirmed policy violation, security threat, unlawful activity, payment or fraud issue, infrastructure risk, or other circumstances permitted under the applicable policies.

However, a customer should not be penalized solely for making a legitimate complaint, expressing reasonable dissatisfaction, questioning a decision, requesting support, or communicating firmly about a genuine service problem.

The purpose of these rights is to provide customers with reasonable control, transparency, fair communication, and access to appropriate processes while maintaining the security, reliability, and lawful operation of Hozvik Cloud services.