Colocation
Specific terms for colocation. These apply together with WaveCom's General Terms and the description of the service ordered.
Contents · 8 sections
1. Definitions and scope of the Service
The Customer can host their own servers in WaveCom's data centre individually, by the rack or by the half-rack. The scope and features of the Service are described in the order and the colocation service description on the Website.
The Service is provided in WaveCom's data centre, designed for business-critical services. The power, cooling and data communications systems have N+2 redundancy. The premises have gas fire suppression, an EN 50131 Grade 3 security system and controlled access to rooms and equipment cabinets. Access is available to appropriately authorised employees and the Customer's authorised representatives under the access procedure.
CCTV and access logging are used to protect people, equipment and critical data and ensure operation of the Services. Use of biometrics to identify the Customer's representative is voluntary; a non-biometric access option is available.
Colocation and its service delivery locations are covered by WaveCom's certified management systems under ISO 9001:2015, ISO 14001:2015, ISO/IEC 27001:2022, ISO/IEC 27017:2015 and ISO 22301:2019. The certificates demonstrate conformity of the management systems and do not guarantee an uninterrupted or risk-free Service.
The Customer orders the Service and changes its resources through WaveCom's self-service portal. Available changes include power, network connections and IP addresses, within the Service's available options.
The management interface is activated when the Service is ordered. It allows, for example, management of IP addresses and reverse DNS, switching power on or off, and monitoring power and network consumption.
The rack and half-rack Service includes a rack management tool (Colocation Manager) showing the Customer the placement and descriptions of equipment.
The Customer may order an alarm system for their equipment cabinet as an additional service. It includes, among other things, door-opening, vibration, humidity and temperature sensors.
Power is charged according to the Price List published on WaveCom's website. For an individual server, the Customer selects a suitable allowance in amperes, on which the charge is based. WaveCom checks actual consumption. For racks and half-racks, charges are based on the monthly average of continuously measured consumption, adding together consumption from the A and B power feeds.
The network port speed is selected from the available Service options when ordering. WaveCom ensures throughput corresponding to the ordered port speed within its own network up to WaveCom's internet connection.
The Customer chooses either TB-based or 95th-percentile network traffic billing. One billing model applies to the Service at a time, and the Customer may change it later.
- TB-based billing: the Service fee includes 10 TB of network traffic per month. Inbound and outbound traffic volumes are added together.
- 95th-percentile billing: the rate in each traffic direction is measured every five minutes. The highest 5% of readings in each direction during the billing period are discarded. Billing is based on the highest of all remaining readings, compared with the ordered bandwidth.
Additional usage is charged according to the Price List for the selected billing model. The connection continues when the allowance is exceeded. WaveCom notifies the Customer when the ordered traffic volume under TB-based billing, or ordered bandwidth under 95th-percentile billing, has been exceeded by more than 10%. Excess charges apply from the point at which the ordered volume or bandwidth is exceeded, according to the Price List; the notification threshold does not provide a free additional allowance.
2. Maintenance, support and fault resolution
WaveCom monitors the data centre 24/7 and is responsible for its operation.
Support is available through the Customer Portal or at support@wavecom.ee. Customer support operates on working days from 09:00 to 21:00 and on weekends and public holidays from 12:00 to 17:00. Telephone support at +372 685 0000 is available on working days from 09:00 to 17:00. Customers with an agreement also have instant messaging channels and an out-of-hours emergency line; details are provided when the Service is ordered.
WaveCom begins remedying a fault within its area of responsibility immediately and restores the Service as quickly as possible. Compensation for an outage materially affecting the Service follows section 4. Less significant faults are generally resolved within one working day unless the solution requires intervention by a software vendor.
WaveCom documents incidents relating to the Service. General service disruptions are published on the status page. An incident affecting an individual Customer is handled in their support ticket. The affected Customer receives progress information through the Customer Portal support ticket and its email notifications.
WaveCom performs regular maintenance and annual business continuity tests. During a test, one of the two power circuits may be interrupted temporarily. To avoid interruption, the Customer must connect redundant equipment power supplies to different circuits. An individual server with a single power supply is connected through an ATS switch that switches power to the other circuit.
For racks and half-racks, an ATS switch is an additional service available through self-service; its monthly fee is in the Price List.
WaveCom gives at least five calendar days' notice of planned maintenance or improvements affecting the Service. Planned maintenance is performed outside working hours. WaveCom may perform urgent work or configuration changes at other times and without prior notice. WaveCom publishes information about the work on the status page and notifies the Customer by email and RSS feed.
The Services are administered and maintained by trained and certified employees. Each employee has an assigned area of responsibility and access only to the components needed for their work. Each responsible person has a deputy.
Maintenance of the management interface may briefly disrupt its use. WaveCom does not give advance notice of such maintenance, but displays a notice in the interface while it is taking place.
Across all of the Customer's colocation services combined, the monthly fee includes one hour of technician work per month, including replacement of faulty hardware. Additional technician work is charged hourly according to the Price List. Necessary spare parts and their prices are agreed separately. Escort service charges are calculated separately under clause 7.4.
3. Responsibilities
WaveCom's area of responsibility is limited to keeping the data centre and related services operational.
The Customer is responsible for actions taken through self-service and for the administration, maintenance and security of their equipment, operating systems and applications.
The Customer is strongly advised to use multifactor authentication or another supported form of strong authentication in the Customer Portal and, where possible, disable password-only login. The Customer selects a suitable supported authentication method and keeps their contact and recovery details up to date.
Transactions and actions performed through the Customer's self-service account are deemed to have been performed by the Customer, who is responsible for them.
When using the Service, the Customer follows good practices, the Knowledge Base recommendations, these specific terms and the Acceptable Use Policy in WaveCom's General Terms.
4. Service level
If an outage within WaveCom's area of responsibility materially affects the Service and lasts more than one hour, the Customer may request a credit equal to one month's fee for the affected Service. This applies to faults in WaveCom's power, cooling and network connectivity services. A fault in the Customer's equipment or software does not in itself entitle the Customer to this compensation.
The outage duration is measured from detection by WaveCom's monitoring or the Customer's fault report, whichever occurred earlier.
The Customer submits a compensation request through the Customer Portal or by email within 30 days of the outage. The credit may be used to pay for WaveCom services; it is not paid out in cash.
5. Applicable terms
WaveCom's General Terms, Acceptable Use Policy and Price List also apply. Personal data processing is governed by section 10 or 12 of the General Terms, depending on WaveCom's role in the operation described in section 6.
6. Processing of personal data
WaveCom processes personal data needed for customer relationship management, billing, customer support and physical access management as controller under section 10 of the General Terms. Merely physically hosting equipment or providing space, power or cooling does not automatically determine WaveCom's role as processor of personal data on the Customer's equipment. If WaveCom processes personal data on the Customer's behalf during ordered administration, backup, recovery or another operation, the DPA in section 12 of the General Terms and its annexes applies to the relevant extent. The Customer's instruction and the scope of the ordered service are documented before the operation is performed.
7. Data centre access procedure
Access without an on-site escort requires successful completion of a background check and access rights granted by WaveCom.
An authorised person may enter the data centre without biometrics under WaveCom's remote supervision, around the clock and at no additional charge. WaveCom identifies the entrant, checks their access rights and monitors entry.
Biometric access is voluntary and based on the individual's separate explicit consent. Consent may be withdrawn at any time and non-biometric access used instead.
An escorted visit takes place after verification of identity and authority. Escort service is free on working days from 09:00 to 17:00, excluding public holidays. At other times, escort service is charged hourly according to the Price List. Escort service does not reduce the technician hour included in the monthly fee.
The data centre access procedure, which forms part of these terms, sets out further entry and safety rules. If a person's identity or access rights cannot be reliably verified, entry is not permitted.
8. Termination and return of equipment
On termination of the Service, the Parties agree on the time for removal of the Customer's equipment and the authorised recipient. The terms and charges for any additional storage, transport or technician work requested by the Customer are agreed in advance. WaveCom does not delete data on the Customer's equipment as a result of termination of physical colocation.
