Privacy Policy

1. Scope

This Policy explains how CloudTV handles personal information through its public website, customer accounts, SaaS platform, support channels, software, APIs, SDKs, applications, and customer-enabled live video services.

CloudTV customers may separately determine how personal information is collected from their subscribers and viewers. In those cases, the customer is responsible for its own privacy notice and instructions, while CloudTV processes information to provide the contracted service.

2. Information we collect

Depending on the services used, CloudTV may collect:

• Account information: name, organization, email address, telephone number, country, role, login credentials, and account preferences.
• Commercial information: orders, subscriptions, packages, invoices, account balances, payment status, transaction identifiers, and tax or billing details.
• Service configuration: live channel metadata, source and destination addresses, protocol settings, application configuration, device information, access rules, and integration details.
• Usage and technical data: IP address, browser or device type, timestamps, session identifiers, request and delivery events, bandwidth and concurrency measurements, error logs, and security signals.
• Support information: enquiries, tickets, chat messages, attachments, troubleshooting data, and communications with CloudTV.

Payment credentials may be collected directly by a payment provider. CloudTV may receive the resulting status, reference, and limited billing details rather than the complete payment credential.

3. Live media boundary

SaaS-only configuration

When a customer uses only CloudTV operating SaaS, media remains on infrastructure selected and controlled by the customer or its third-party providers. CloudTV does not receive or process the live media under that configuration, although it may process associated metadata, subscriber, transaction, and analytics records.

Customer-enabled media services

When delivery, relay, transcoding, acceleration, watermarking, or a similar service is enabled, live-stream data may pass through CloudTV-controlled or contracted infrastructure and is processed only as required to provide the selected service. CloudTV does not maintain a persistent customer media library.

4. How information is used

CloudTV uses information to:

• create and administer accounts, services, applications, and integrations;
• authenticate users, authorize playback, enforce concurrency and service rules, and protect accounts;
• route, process, monitor, meter, bill, and support selected services;
• provide analytics and reports to the relevant customer;
• process payments, maintain financial records, and prevent fraud;
• diagnose incidents, improve reliability, and plan capacity;
• respond to support, copyright, abuse, and legal requests; and
• send operational messages and, where permitted, relevant product communications.

Where applicable law requires a legal basis, processing may rely on contract performance, legitimate interests, legal obligations, protection of users and services, or consent.

5. Service providers and international transfers

CloudTV may share information with infrastructure, network, CDN, payment, customer-support, communications, monitoring, security, analytics, and professional-service providers that support the selected service. These providers receive only the information reasonably necessary for their role and are subject to contractual or legal obligations.

Information may also be disclosed to the relevant CloudTV customer, at the customer's direction, during a business reorganization, to protect rights or service security, or when required by valid legal process.

CloudTV operates internationally. Information may be processed in countries other than the country where it was collected. Where required, CloudTV uses contractual or other recognized safeguards for international transfers.

6. Cookies, chat, and communications

The website and account services may use cookies or local storage needed for authentication, security, language, session continuity, and preferences. Optional analytics or communication tools may set additional identifiers where permitted.

The website provides a support chat operated through CloudTV's support system. When you use it, the system may process your account identity, IP-derived location, messages, and technical context so the support team can respond.

You can control cookies through browser settings, but disabling essential cookies may prevent login or other account functions. You can unsubscribe from promotional email using the link in the message; operational and security notices may still be sent.

7. Retention and security

CloudTV retains personal information for as long as needed to provide the service, maintain business and security records, resolve disputes, enforce agreements, and satisfy legal obligations. Retention periods vary according to data type, account status, contractual requirements, and applicable law.

CloudTV uses administrative, technical, and organizational safeguards appropriate to the nature of the information and service. No internet transmission or storage system can be guaranteed completely secure. Customers remain responsible for protecting their credentials, endpoints, applications, and source systems.

8. Choices and privacy rights

Depending on applicable law, you may have rights to request access, correction, deletion, restriction, objection, portability, or withdrawal of consent. Some information must be retained for security, financial, contractual, or legal reasons.

If CloudTV processes your information for one of its customers, contact that customer first. CloudTV will assist the customer with eligible requests as required by the applicable service agreement and law.

9. Changes and contact

CloudTV may update this Policy when services, providers, or legal requirements change. The updated date identifies the current version, and material changes will be communicated where required.

Privacy questions and requests may be sent to contact@cloudtv.bz. Include the relevant account or organization and do not send passwords or private keys.