Company Policies
Last Updated: November 27, 2025
Comprehensive policies governing the use of GlacierByte Computing services
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Acceptable Use Policy
Guidelines for appropriate use of our services
Refund Policy
Terms and conditions for refunds and cancellations
Data Retention Policy
How long we keep your data and why
Service Level Agreement (SLA)
Our commitment to uptime and service quality
Incident Response Policy
How we handle security incidents and breaches
Fair Use Policy
Ensuring fair resource allocation for all users
Acceptable Use Policy
This Acceptable Use Policy outlines prohibited uses of GlacierByte Computing services. By using our services, you agree not to engage in any of the following activities:
Prohibited Activities:
- Illegal Content: Storing, distributing, or transmitting any illegal or unlawful content
- Malware Distribution: Using our services to distribute viruses, malware, or other harmful code
- Unauthorized Access: Attempting to gain unauthorized access to our systems or other users' data
- Spam and Phishing: Sending unsolicited communications or engaging in phishing activities
- Resource Abuse: Deliberately overloading our infrastructure or interfering with other users
- Copyright Infringement: Storing or sharing content that violates intellectual property rights
Violations & Enforcement
Violations of this policy may result in immediate suspension or termination of services, with or without notice. We reserve the right to report illegal activities to law enforcement authorities.
Refund Policy
General Policy
All subscription fees are non-refundable except as required by law or as explicitly stated in your service agreement. This policy applies to all plans and services offered by GlacierByte Computing.
Exceptions
- Service Outages:
If we fail to meet our SLA commitments, you may be eligible for service credits
- Billing Errors:
Refunds will be issued for any verified billing errors within 30 days of discovery
- 14-Day Trial:
New customers can cancel within 14 days for a full refund (first subscription only)
Cancellation Process
You may cancel your subscription at any time through your account settings. Upon cancellation:
- Your access continues until the end of the current billing period
- No refund will be provided for the unused portion of the billing period
- Your data will be retained for 30 days before permanent deletion
Data Retention Policy
GlacierByte Computing retains your data in accordance with legal requirements and business needs. This policy explains how long we keep different types of data and why.
Active Accounts
Data is retained for as long as your account remains active and in good standing.
- User data: Indefinitely while account is active
- Access logs: 90 days
- Security logs: 1 year
Terminated Accounts
After account termination, data is retained for a grace period before deletion.
- User data: 30 days (recoverable)
- Billing records: 7 years (legal requirement)
- Backups: 90 days
Service Level Agreement (SLA)
99.99% Uptime Guarantee
We guarantee that our services will be available 99.99% of the time, excluding scheduled maintenance.
Service Credits
If we fail to meet our uptime commitment, you are eligible for service credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.99% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Exclusions
The SLA does not apply to:
- Scheduled maintenance windows (announced 48 hours in advance)
- Force majeure events beyond our control
- Issues caused by your equipment or internet connection
- Outages caused by violations of our Acceptable Use Policy
Incident Response Policy
GlacierByte Computing takes security incidents seriously. This policy outlines our procedures for detecting, responding to, and recovering from security incidents.
1Detection
24/7 monitoring systems continuously scan for security threats, unusual activities, and potential breaches. Automated alerts notify our security team immediately upon detection.
2Response
Our incident response team initiates containment procedures within 1 hour of incident confirmation. Affected systems are isolated, and immediate mitigation measures are implemented.
3Notification
Affected customers are notified within 72 hours of incident confirmation, in compliance with GDPR requirements. We provide clear information about the incident, impact, and recommended actions.
4Recovery & Analysis
Post-incident analysis is conducted to identify root causes and implement preventive measures. A detailed incident report is provided to affected customers within 30 days.
Fair Use Policy
Our Fair Use Policy ensures that all customers have equal access to resources and that no single user negatively impacts the experience of others.
Resource Limits
While we offer generous resource allocations, excessive use that impacts other customers may result in:
- Notification and request to reduce usage
- Temporary throttling of excessive operations
- Recommendation to upgrade to a higher tier plan
Our Commitment
We will always work with you to find a solution that meets your needs while ensuring fair resource allocation for all customers. Transparency and communication are our priorities.