MultCloud is a cloud-based platform that offers file transfer, synchronization, management, sharing, and backup services between multiple cloud storage services. This SLA guarantees the quality and availability of these services.
MultCloud supports a wide range of cloud storage services, enabling users to seamlessly integrate with various services including Google Drive, OneDrive, and Dropbox. The list of connectable services is regularly updated on the MultCloud official website (https:// www.multcloud.com), providing the latest connection service information.
Security is our top priority. All connections with cloud storage services (except iCloud Photos and MEGA) use the OAuth authentication protocol, and we do not access users' password information. This eliminates the risk of user account information leaking through MultCloud.
Regarding iCloud Photos and MEGA, these cloud storage services do not offer an API, so a different approach is taken. Specifically, the integration with these services is implemented using simulated requests. This method enables users to transfer and manage files through these cloud storage services. Even with such special implementations, MultCloud prioritizes the security and privacy of user data as our top priority and guarantees safe file transfer.
There is no limit to the number of services that can be connected. Users can simultaneously connect to multiple cloud storage services or different accounts within the same service. Connection technology includes support for OAuth 2.0 and OAuth 1.0, as well as options for connection via FTP and WebDav.
However, the communication speed and response time with external cloud services depend on the respective service providers, so MultCloud cannot provide direct guarantees for these performances.
Cloud file transfer by MultCloud enables secure and efficient file transfer between different cloud storages. The transfer process continues even if the user closes their browser or computer, ensuring the safe movement of files. Users can automate transfers and set them to select and transfer only specific file formats.
All file transfers are protected using 256-bit AES encryption technology, ensuring data security.
MultCloud's cloud sync feature allows users to set up file synchronization between two cloud storages in real-time or on a schedule. It offers various sync modes (simple, mirror, move, etc.) to support flexible data management according to users' needs. For cloud services supporting Webhook, synchronization starts immediately after data changes, maintaining the latest data state.
Users can safely backup files between different cloud storage services through MultCloud. This feature can be automated through scheduling, and by backing up only changed files, it ensures data security and efficient use of storage.
With MultCloud, file sharing across multiple cloud storage services is possible. Users can protect shared settings with a password, and through the team file feature, the parent account can set access rights to shared folders.
Sharing is efficient, and file access rights can be flexibly set as readonly or editable according to project requirements. This facilitates smooth information sharing within the team and accelerates project progress.
MultCloud offers a feature to export emails from mail services like Gmail and Outlook in PDF format and transfer them to any cloud storage service. This efficiently archives emails exceeding the storage limit of the mail service, allowing for the deletion and organization of unnecessary emails. It also serves as a backup for important information.
MultCloud allows the creation of subaccounts from the main account, granting specific cloud storage access rights to subaccounts. This enables companies and teams to easily manage access to necessary resources, improving work efficiency while maintaining security. The subaccount feature provides flexibility and control in permission management and project progress.
MultCloud continuously improves and enhances its services based on user feedback and the latest trends in cloud storage technology. The latest information is provided on the official website and through notifications when users log in.
Goal: MultCloud aims for an operational uptime of over 99% per month.
Measurement Method: The uptime is measured using MultCloud's server monitoring system (detailed in section 2-4), with aggregation on a monthly basis. The measurement period spans from the first to the last day of each month, with daily measurements taken in 24- hour intervals. However, time allocated for planned maintenance (detailed in section 2-1) is excluded.
In case the goal is not met: Should the operational uptime fall below the goal of 99% for any month, we will extend the contract period by one month as compensation.
MultCloud may perform planned maintenance when necessary for feature upgrades or server equipment replacement. Planned maintenance is usually completed within 10 minutes, so no special advance notice is given. If you log in during maintenance or create a new account, a maintenance notice will be displayed on the webpage.
Also, less than once a year, there may be major updates. In this case, we will inform you by email at least 7-days before the update is implemented.
In both cases, planned maintenance is carried out during MultCloud's business hours.
In case of emergency maintenance due to sudden troubles, no specific announcement is made, but a maintenance notice will be displayed on the webpage if you log in or create a new account during maintenance.
Unplanned maintenance, except in emergencies, is conducted during MultCloud's business hours.
Downtime in MultCloud refers to when the system monitoring equipment described in 2-4 detects a system stoppage, immediately notifying MultCloud's technicians by email. The time of the anomaly's occurrence shown in the email is considered the start of the downtime.
When technicians resolve the issue, a confirmation email is received from the system monitoring equipment. The time shown in this email is considered the end of the downtime.
MultCloud's system monitoring is constantly supervised 24/7/365 by a third-party monitoring system(Zabbix) for transparency. The monitoring system records the time problems occurred and were resolved, as well as the time spent on routine maintenance.
MultCloud's servers are equipped with security software, continuously performing virus checks during operation. Security updates from vendors are applied promptly after release announcements.
Routers with built-in firewalls are also installed, with measures in place to prevent unauthorized access, including intrusion detection functions.
Customer information on MultCloud is strictly managed and securely protected. MultCloud employees access a customer's account only when requested by the customer, in order to investigate and address the problem the customer is experiencing.
Account information is associated only with the email address for login, an optional password, and payment-related information, not necessarily requiring personal information such as name, address, phone number, or date of birth. We strive to provide functions with the minimum necessary personal data.
MultCloud does not collect personal information. It is used only for logging into MultCloud and making payments, and customer information is erased when MultCloud use ends.
Customers can delete their accounts at any time, completely erasing them. This also erases connected external cloud storage service information, protecting customers' "right to be forgotten.”
Additionally, within MultCloud, important user data such as passwords, cloud storage service authentication information, and user email addresses are encrypted in MultCloud's database, enhancing protection against unauthorized access from external sources.
MultCloud listens to customer requests 24/7/365 via email.
If feasible and deemed beneficial for other users, we will incorporate it as a feature as much as possible. New features are announced on the webpage or via a notification button after login.
Similarly, for bug discoveries, notifying us via the above email address allows us to verify and work on corrections.
However, we do not individually respond to when new features will be added, whether they will be addressed, or the timeline for bug fixes.
MultCloud prioritizes privacy protection and user data security. Therefore, we handle logs based on the following policy:
File Transfer Tasks: Logs for successful file transfer tasks are not collected, and only minimal information is recorded for failed tasks. This ensures that only the minimal necessary data is retained for users to view files that failed to transfer, enabling troubleshooting and service improvement while protecting user privacy.
Cloud Disk Sync and Backup: Sync and backup tasks are related to previous tasks. To ensure service continuity and data integrity, records related to these tasks are retained.
Despite these policies, if there is a legal request for disclosure, MultCloud will comply with its policies and applicable laws to provide the relevant data. However, since logs for successful file transfer tasks are not collected, data related to these cannot be submitted.
Log information is retained for as long as a user's tasks are active and is deleted when tasks are removed. Deleted logs cannot be restored.
MultCloud commits to protecting user privacy and security, striving to provide a trustworthy service through appropriate security measures and privacy policy implementation.
MultCloud is constantly monitored by the system monitoring equipment described in 2-4.
Time synchronization is performed using NTP servers.
Only user information, the email addresses associated with customer cloud storage services and the status of cloud-to-cloud tasks are backed up. However, customer files transferred (including cache data) are not backed up.
User data backups are taken once daily.
Data Transfer Speed: Excluding external factors affecting the communication speed between cloud storage services, MultCloud aims to provide optimal performance.
For the free version, the number of files that can be transferred simultaneously per task is two, but for all paid versions, up to ten files can be transferred simultaneously. This enhances the speed and efficiency of file transfers between cloud storages.
However, actual transfer speeds can vary significantly depending on the total number of files being transferred, file sizes, or the specifications of the external cloud storage services being used, so no specific speed is guaranteed.
MultCloud's Proven Tests (conducted in March 2024)
From OneDrive to Google Drive, Data Transfer: Total 11122 files, Total 54.71 MB, Duration: 86 minutes 29 seconds, Speed: 10.8kb/s
From OneDrive to Google Drive, Data Transfer: Total 20 files, Total 205.44MB, Duration: 58 seconds, Speed: 3.5mb/s
From OneDrive to Google Drive, Data Transfer: Total 10 files, Total 10.40GB, Duration: 44 minutes 10 seconds, Speed: 4.02mb/s
Actual performance greatly depends on the number and size of files users intend to transfer, as well as API limitations of the cloud storage services. If you experience excessive slowness or other issues, please contact support (detailed in section 4-1) for assistance.
For file transfer tasks created by users, information such as current speed, overall task completion speed, number of files successfully transferred, and file sizes can be checked from the login page.
Support hours are 9:00 to 18:00 (Hong Kong Time), excluding weekends and public holidays in China (Hong Kong).
Support is available 24/7/365 via the following email address:
Emails aim to be replied within 24 hours. However, replies may be delayed depending on the current workload or the time needed to verify troubles.
Support language is English, but we will accommodate Japanese through machine translation.
MultCloud maintains the highest security standards and strives to protect user data and privacy. For more details, please refer to our Privacy Policy.
Privacy Policy:
https://www.multcloud.com/policy
External Certification: CASA Tier2 acquired
MultCloud has obtained CASA-TIER 2 certification from the App Defense Alliance. This certification is focused on cloud application security and is based on the OWASP's ASVS standards, ensuring compliance with essential security controls in cloud-to-cloud integration. Achieving Tier 2 level includes comprehensive lab testing and validation, demonstrating MultCloud's implementation of security measures to protect user data and privacy. This certification confirms MultCloud's capability to maintain a secure environment for cloud management services.
We also strive for GDPR compliance, recognizing the importance of data protection and privacy.
Data Protection Officer: Simon Lee
Contact: simon@multcloud.com
MultCloud's services are hosted in data centers located within the United States. These data centers are selected based on strict security standards to guarantee the highest level of security and reliability. The operation of the data centers adheres to industryrecognized security protocols and regulations, aiming to protect MultCloud user data and ensure service availability.
The data center providers selected by MultCloud comply with industry-standard security requirements and certifications. This includes physical security measures, network security, access control, and data encryption. Specific details regarding security requirements and data center certifications are provided by each data center provider.
RTO (Recovery Time Objective): Within 4 hours
RPO (Recovery Point Objective): Within 24 hours from the last backup
For monthly plans, refunds are available unconditionally within 14 days of purchase.
For annual and lifetime plans, refunds are available unconditionally within 30 days of purchase.
Refund requests can be made directly to the payment processing company, and refunds will be issued within 24 hours.
The end of the purchase confirmation email contains information on how to apply for a refund.
After the refund is completed, the customer's account will revert to a free account.
Please note that refunds are not available after 14 or 30 days from purchase, regardless of the reason.
While MultCloud strives to comply with the conditions of this SLA, it is not liable for lost profits, incidental damages, consequential damages, special damages, or data loss, except in cases of willful misconduct or gross negligence by MultCloud.
If service provision is disrupted and more than half of the contract period is downtime, a refund will be provided up to the limit of the contract plan's fee.
If a refund from MultCloud is decided within the scope of liability described in 8-1, the refund will be made within 7 days of that decision.
The customer's account will revert to a free account once the order has been refunded.
For details and processes regarding refunds, please directly contact the company that processed the payment.