Contact
One inbox, and a routing table for it.
Everything arrives at [email protected]. This site carries no enquiry form, because a working one would have to capture a network address and a browser signature to function, and the cookie notice would then be describing a site that no longer existed.
Routing
Eight matters, each with its own undertaking.
Put the subject line in the subject line. It is how a single mailbox stays sortable without a ticketing system in front of it.
| Matter | Subject | Enclose | Undertaking |
|---|---|---|---|
| Early access to a catalogue service | Catalogue | Which of the three, the platforms you ship on, and an indicative monthly player figure | 5 business days |
| Architecture or integration question | Anything descriptive | The decision you are trying to reach, so the answer addresses it | 5 business days |
| Player exercising a right | Privacy request | The title you play. It goes to that studio, which holds the decision | Routed in 5 business days |
| Studio passing on a player's request | Processor request | The identifier and the instruction you want carried out | Actioned in 10 business days, or faster where your agreement says so |
| Your own personal information | Privacy request | The address the earlier correspondence came from | 30 days |
| Privacy complaint | Privacy complaint | A chronology, and the remedy you are seeking | Receipt confirmed in 5 business days, reasoned answer in 30 days |
| Suspected security defect | Security | Reproduction steps, kept within what you may lawfully disclose | Same or next business day |
| Copyright or trade mark | Legal | The right relied on, the material at issue, and a route back to you | 5 business days |
Undertakings
What each period actually buys.
Five business days
An answer on the merits, not a receipt. Where the merits need longer than that, the reply that arrives inside the window names the date the real answer is coming and what is holding it up.
Ten business days
The period for carrying out a customer studio's instruction about records held on its behalf. A signed agreement may shorten it; nothing lengthens it.
Thirty days
The period APP 12 and APP 13 allow for access and correction to records this company holds in its own right. Today that means correspondence, prospective customer contacts, and nothing else.
Same or next business day, for security
A defect reported in good faith gets an engineer, not a solicitor. No report has ever been answered here with a threat and none will be. Hold publication long enough for a fix and say what that period is; if it is unreasonable the disagreement can be had in writing.
If you are a player, this is probably the wrong company
Across all three catalogue services this company acts on instruction. The studio behind the game settles what is collected and why; the records sit here on its instruction. Deleting a save because a player asked would mean overriding the entity that is accountable for that player, and a supplier prepared to do that is a supplier no studio should put its data with.
The request gets passed to the studio inside 5 business days and the player gets told it has been passed on. Going direct to the studio, through the privacy contact in its own policy, is faster.
Escalating past this company
A privacy complaint that ends unsatisfactorily can go to the Australian Information Commissioner on 1300 363 992 or through oaic.gov.au. The regulator charges a complainant nothing, does not require a lawyer, and does not need this company's agreement before it acts. Postal particulars are in clause 16 of the privacy policy.
Counterparty
The entity at the other end.
- Entity
- CLOUDRIDGE TECHNOLOGIES PTY LTD
- ACN
- 696 705 478
- ABN
- 69 696 705 478
- Operating from
- Gold Coast, Queensland, Australia
- Channel
- [email protected], monitored on business days
- Telephone
- Not published. Calls are booked by email and held at an agreed time, so the person who can answer the question is the person on the call
- Out of hours
- Correspondence is handled on business days, on the undertakings in the routing schedule above. An after-hours commitment is a matter for a signed agreement rather than a line on a contact page
- Formal service
- Documents requiring formal service go to the registered office shown for ACN 696 705 478 in ASIC's register