Frequently asked questions

Yes, we do! We guarantee a minimum up-time of 99.9% for all our services. Depending on an additional SLA, we are also able to offer either 99.95% or 99.99% up-time guarantee.

The up-time is calculated on a monthly basis and a (partial) refund is possible when we did not live up to this guarantee.

Most services can be easily upgraded without any downtime. Just take a look at our customer panel or give us a call if you need some assistance.

Downgrading is usually also possible without any problems, but we advise you to get in touch beforehand to further discuss this with us.

We currently support iDeal (The Netherlands), Bank Transfer, SEPA Direct Debit and PayPal.

To activate SEPA Direct Debit, the first payment must be made using iDeal in order to confirm your bank and mandate. After this, we will automatically withdraw all open invoices from your bank before they expire.

We renew domains using the Auto Renew method - this means that a domain will be automatically renewed when it has reached its expiration date. To cancel a domain, simply disable Auto Renew.

When the domain has expired by error, it will depend on the extension whether it is directly available again or if the domain is locked until the quarantine period has passed. To release a domain from quarantine, a fee needs to be paid. This fee varies per extension and costs € 20,- excl. VAT. for all .nl domains.

Sure! Just get in touch with us and nearly everything is possible. We are happy to provide custom solutions, built for you - our valued customer.

We also offer managed services, which means we will do everything from updating to applying service changes. Just get in touch with us for more information.

We take the GDPR law very serious, as transparency and privacy is very important to us. We will do whatever it takes to make our services, customer panel, Terms of Service and Privacy Policy GDPR compliant.

At the moment we are investigating the exact requirements that have to be met and how we will be able to implement this new law. We will provide more information on this topic as soon as things become clear toward the deadline of 25th May 2018. 

By default all our services are based on a monthly contract, which means you will be able to cancel your service each month through our customer panel. Different contracts apply to custom offers and thus have different cancellation terms.

Domains can be cancelled by disabling Auto Renew through our customer panel.

In the case we are not able to help you with issues or complaints - we are a member of ISPconnect, a dutch branch organization. They offer a independent dispute committee with a group of experts from a wide variety of companies, without the intervention of a judge.

For more information, visit the ISPconnect site.

Cloudbear

Neerlandstraat 32
5662JC Geldrop
The Netherlands

CoC: 55940765
VAT: NL226759556B01

E-mail

support@cloudbear.nl
sales@cloudbear.nl
abuse@cloudbear.nl

Week: 09:00 - 23:00
Weekend: 10:00 - 23:00

Telephone

General: +31 (0)85 009 1830
Available through WhatsApp.

Our 24/7 line should only be used in case of emergency or a service interruption. Click here to view.

24/7: +31 (0)85 009 1831
Note: our 24/7 line should only be used in case of emergency.

Ticket

Send us a message and we will get back to you as soon as possible with a more detailed answer.

Create ticket

Follow us on social media

Status

We host a monitoring system and status page externally, to keep you informed about potential upcoming maintenance and ongoing issues.

Status page

Feedback

Do you have any feedback or complaints? Please create a ticket describing your issue and we will do whatever it takes to solve it.

Create ticket

Managed

Interested in managed services? We are here to help and have years of experience in running nearly any kind of (mission-critical) project.

Contact us

ISPConnect

We are a member of the Dutch branch organization ISPconnect. In this way we will keep updated on recent laws and support the innovative hosting industry.

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