They have the logs. They don't have it in a form which they can give to you, and they don't have an easy way to expose them to you.
Imagine if every piece of data that involves their cloud service is accessed using a custom piece of code and spread across a multitude of locations all over their network, unsorted. Now they have to build an application which can consolidate a specific customer's logs and provide an interface for them to download it. It's certainly "doable", but it's also probably the very last feature they're thinking about implementing.
Imagine if every piece of data that involves their cloud service is accessed using a custom piece of code and spread across a multitude of locations all over their network, unsorted. Now they have to build an application which can consolidate a specific customer's logs and provide an interface for them to download it. It's certainly "doable", but it's also probably the very last feature they're thinking about implementing.