What this page covers
This page explains how [Registered company name], which operates the VirtualCloud brand ("VirtualCloud", "we", "us" or "our"), handles reports of abuse involving our servers, IP addresses and the domains we register. Abuse means a breach of our Acceptable Use Policy or of Indian law.
It isn't the right place for every problem:
- Outages or technical problems with your own service: open a ticket, or check the status page.
- A security vulnerability in VirtualCloud's own systems: follow our disclosure process.
- A complaint about a decision we've made, or about your personal data: write to our Grievance Officer.
How we handle a report
- Triage. Each report is read by a person and prioritised. Phishing, malware and child sexual abuse material go to the front of the queue.
- Verification. We confirm that the resource is on our network and that the evidence supports the report. Reports we can't verify are closed, and we tell you why if you gave us an email address.
- Action. Depending on the severity, we ask our customer to fix the problem within a deadline, restrict the affected resource, or suspend it straight away. Phishing, malware and child sexual abuse material are disabled without waiting for the customer.
- Follow-up. We check that the problem has been fixed. Repeated or serious abuse leads to termination, as our Terms allow.
- Reply. If you gave an email address, we tell you that we've acted. We don't share details of our customer's account.
Response targets
| Type of report | Target | Usual first action |
|---|---|---|
| Phishing | Within 4 hours | Page disabled, customer notified |
| Malware, compromised sites, botnet control servers | Within 4 hours | File or site disabled, customer notified |
| Child sexual abuse material | Within 4 hours | Removed, evidence preserved, authorities informed |
| Spam, network attacks, copyright and other reports | Within 1 business day | Customer asked to act within a deadline |
Targets run from when a report with enough evidence reaches us. Complaints under the IT Rules 2021 that come through our Grievance Officer also follow the timelines on that page.
Copyright notices
We act on copyright notices under Section 52(1)(c) of the Copyright Act, 1957 and Rule 75 of the Copyright Rules, 2013. A complete notice identifies the work, shows your ownership, gives the location of each infringing copy and includes a good-faith statement. When we receive one, we may disable access to the copy for 21 days. Under Rule 75, if you don't give us an order from a competent court within those 21 days, we may restore access.
We forward the notice, including your name and contact details, to our customer, who can reply with a counter-notice. Notices in the format of other countries' laws, such as a US DMCA notice, are also accepted when they contain the same information.
Unlawful content and court orders
As an intermediary under Section 79 of the Information Technology Act, 2000, we remove or disable access to unlawful content when we receive a court order, or a notice from the appropriate government or its agency, and we comply with blocking directions under Section 69A. Reports from individuals about content listed in Rule 3(1)(b) of the IT Rules 2021 are handled by our Grievance Officer within the timelines set out there.
Requests from law enforcement
We respond to lawful requests from Indian law-enforcement and government agencies. To be processed, a request must:
- come from an official government email address, or on the agency's letterhead, signed by an authorised officer with their name, rank and contact details;
- cite the legal provision it's made under, such as Section 94 of the Bharatiya Nagarik Suraksha Sanhita, 2023, or Sections 69, 69A, 69B or 79(3)(b) of the Information Technology Act, 2000, or the CERT-In Directions of 28 April 2022; and
- identify exactly what is requested: the domains, IP addresses or accounts, the time period, and the data or action needed.
Send requests to abuse@virtualcloud.in, or court orders to legal@virtualcloud.in. We disclose only what the law requires. Subscriber records for VPS and dedicated servers are kept for 5 years after the service ends, as the CERT-In Directions require. Requests from outside India should come through a mutual legal assistance treaty or another recognised channel. Where there's an immediate risk to someone's life or safety, say so in the subject line and we'll prioritise it.
Your details
We use what you send us only to investigate your report and keep a record of it, as our Privacy policy describes. We don't give your name or email address to the customer concerned, except in copyright notices, or when the law or a court requires it.
False or bad-faith reports
Please report only what you genuinely believe is abuse. We may ignore reports that are clearly false, automated without evidence, or aimed at a competitor. Knowingly false reports, especially copyright notices, may have legal consequences for the person who sends them.
Contact us
Abuse reports: the form on this page or abuse@virtualcloud.in. Legal notices and court orders: legal@virtualcloud.in, or by post to [Registered company name], [Registered office address], India.