Effective date: 11/20/25
Applies to: All interactions between CIMcloud personnel and any customer representatives or third-party vendors acting on a customer’s behalf.
Contact: Your CIMcloud Customer Success Manager, other point of contact or Support via your customer portal. You may request an escalation to a CIMcloud executive at any time (see Escalation below).

Our Commitment

While this kind of situation seldom occurs, we understand that delays, outages, defects, and project risks—especially those attributable to CIMcloud—can be frustrating and may materially impact your business. That frustration is real and valid. Our teams are committed to resolving issues promptly, communicating clearly, and taking accountability where appropriate.

At the same time, CIMcloud maintains a professional workplace standard. Dissatisfaction—however warranted—does not permit unprofessional or abusive conduct toward our personnel. These standards ensure a safe, respectful environment so that we can focus on solving problems together.

Professional Standards of Communication

The following standards apply to calls, video meetings, screen shares, chat, tickets, and email.

Expected Conduct

• Use civil, professional language (no profanity, insults, or demeaning remarks).
  
• Allow participants to speak without repeated interruption; follow meeting agendas and time boxes.
  
• Address issues factually (what isn’t working; business impact; steps requested).
  
• Limit participation to relevant stakeholders and respect role boundaries.
  
• Comply with applicable recording/consent notices when sessions are recorded.

Prohibited Conduct

CIMcloud may restrict or pause live interactions if any of the following occur:

• Abusive or demeaning language, threats, intimidation, or harassment.
  
• Discriminatory remarks (including slurs or derogatory comments about protected characteristics).
  
• Sexualized or inappropriate commentary.
  
• Threats of harm, doxxing, extortion.
  
• Repeated refusal to observe meeting controls (e.g., not yielding the floor, ignoring facilitation).
  
• Circumventing agreed communication pathways to target individual employees.

Note: CIMcloud focuses on behaviors, not on the severity of the complaint or the customer’s commercial importance.

How CIMcloud Responds When Standards Are Breached

To protect all participants and maintain progress on your issue, CIMcloud may take one or more of the following actions (depending on severity and context):

1. Real-time boundary setting (a reminder to maintain professional conduct).
   
2. Transition to email-only communication or require recorded sessions with consent.
   
3. Require a single point of contact (SPOC) on the customer side and a CIMcloud manager present for live sessions.
   
4. Restrict participation by specific individuals whose conduct violates these standards.
   
5. Temporarily pause live work or sessions until expectations are reaffirmed at a leadership level.
   
6. Escalate internally to CIMcloud executives for review; involve Legal/Security if there are threats of harm or unlawful activity.
   
7. Contractual remedies (up to suspension or termination of services) for persistent or egregious violations, in accordance with the governing agreement.

CIMcloud will document the incident (date/time, channel, participants, and representative excerpts) and retain related artifacts (e.g., emails, chat exports, and—where consented—recordings) in accordance with our policies and applicable law.

Recording & Privacy

CIMcloud may propose recorded sessions with your consent for quality, security, and to avoid misunderstandings. Where recording is used, CIMcloud will follow applicable notice/consent requirements. If recording is not acceptable, we may shift to email-only or written channels for clarity and accountability.

Escalation (Including Access to Executives)

If you believe an issue is not receiving appropriate urgency or scope, or if you wish to raise concerns about CIMcloud’s performance:

1. Start with your CIMcloud Customer Success Manager, point of contact or Support ticket. Request an escalation review on the ticket if needed.
   
2. Ask for a managerial review. We will add a CIMcloud manager to align on priorities, timelines, and communication controls (e.g., agendas, SPOC, email-only).
   
3. Request executive visibility. You may explicitly request escalation to a CIMcloud executive (VP of Operations or the CEO). We will confirm receipt, summarize next steps, and provide a target timeline for resolution updates.
   

We welcome escalation for legitimate issues—professional conduct applies at all levels throughout the process.

Reporting Concerns About CIMcloud Personnel

If you believe a CIMcloud team member did not meet professional standards:

• Raise the concern on your ticket or with your CIMcloud Customer Success Manager contact.
  
• Request managerial review; if unresolved, request executive escalation.
  
• CIMcloud will review artifacts and take appropriate internal actions. (To protect privacy, personnel actions are not shared, but we will confirm that the concern was reviewed and addressed.)
  

Reservation of Rights

CIMcloud reserves all rights and remedies available under the Customer Agreement, Order Forms, Statements of Work, Acceptable Use/Support Policies, and applicable law. Nothing in this article limits those rights. This article may be updated from time to time; the version posted in the Help Center is the current version.