Terms of Service

The service allows the client to use server hosting services, including the possibility to host servers individually, by rack or half-rack, according to the service description published on the WaveCom website under the Server Hosting section.

The service is provided at AS WaveCom’s data center, which is designed for business-critical services. Power, climate, and communication systems have N+2 redundancy, and the premises have gas extinguishing systems. The data center is equipped with an EN50131 Grade 3 security system and a redundant multi-factor biometric access system. Equipment racks are also secured with biometric locks, and only responsible technicians have access to the racks. All access activities are logged. The premises are monitored by an intelligent 4K camera system that identifies authorized personnel access.

The data centers and the service provision comply with ISO 9001, 14001, and 27001 standards and industry best practices.

Ordering and managing the resources used within the service (service type, electricity, network connections, IP addresses, etc.) is done through the WaveCom self-service portal.

When ordering the service in the self-service environment, the service and its management interface are activated, allowing IP address and reverse DNS management, power control on/off, and monitoring electricity and network traffic volume.

Rack and half-rack services include a Colocation Manager service, which provides an overview of the placement and descriptions of the equipment in the rack.

As an additional option, we offer a personal security system where a device with personalized sensors (door opening, vibration, humidity, temperature) is installed in the client’s equipment rack.

WaveCom monitors the data center's operations 24/7 and is responsible for the center's functionality.

The client can report faults or request support for product use through customer service channels such as the self-service helpdesk ticket, email to support@wavecom.ee on weekdays 9-21, weekends and holidays 12-17, or by phone 6850000 on weekdays 9-17. Clients can also use Skype/Slack channels on weekdays 9-21 and the emergency line outside working hours, with details provided when ordering the service. WaveCom also offers support and spare parts for faults in the client’s equipment.

WaveCom responds immediately to service faults and resolves them as quickly as possible, but no later than within one (1) hour if the fault significantly affects service functionality, such as network connection or service operation. Less critical errors, such as user interface functionality issues, are resolved as quickly as possible but usually within one (1) working day unless the fix requires software vendor intervention. WaveCom commits to documenting incidents related to the service and making them available on the Status page or providing them to the client upon request.

To ensure a stable and secure service, WaveCom regularly performs service maintenance and conducts annual continuity tests. During these tests, one power feeder in an electrical room is momentarily shut down, which may cause a power loss from one of the two power rails. This does not affect services with redundant power unless the client is not using redundant power in their equipment. For individual server hosting, WaveCom provides service through a special ATS switch to ensure uninterrupted power. For rack or half-rack hosting, it is possible to build power through an ATS switch or rent additional redundant power.

WaveCom will notify the client of scheduled service maintenance and improvement works that may potentially affect service availability at least five (5) calendar days in advance. Scheduled maintenance is always carried out outside working hours. In urgent cases, WaveCom may perform maintenance at other times and make configuration changes without prior notice to the client. Relevant information will be published on the Status page, and clients will be notified via email and RSS feed.

WaveCom uses a trained and certified team for service management and maintenance, with different roles responsible for managing different components and having exclusive access. Each responsible person has a designated backup.

During maintenance of management environments, short-term interruptions in the functionality of management environments may occur. WaveCom does not notify clients in advance of such maintenance, but a relevant message will be posted in the environments during the maintenance.

WaveCom’s responsibility is limited to maintaining the operation of the data center and related services.

The client is responsible for actions performed through the self-service portal and for the regular maintenance and operation of hosted equipment, including hardware, operating systems, applications, and their security.

To prevent data leakage or other security incidents, the client must use secure two-factor authentication in the self-service portal. Supported options for two-factor authentication include ID card, SmartID, MFA, and U2F solutions.

The client confirms and agrees that all transactions and actions performed in the client’s self-service portal are considered to be executed by the client, and the client bears full responsibility for these actions and transactions.

The client agrees to follow best practices, including recommendations from the help center and to refrain from any activity that contradicts these service terms, AS WaveCom general terms, or the Acceptable Use Policy.

If WaveCom fails to meet the service level outlined in section 2.3, the client will be credited for the affected service fee for one (1) month upon request.

For client-specific, non-global errors, the (1) hour count starts from the client’s report.

The credit can be used to pay for WaveCom services but cannot be exchanged for cash. To receive credit, the client must submit a request within 30 days via the client portal or email.

In addition to these VMware cloud service terms, the parties will adhere to AS WaveCom’s general terms, Acceptable Use Policy, and price list in their mutual relations.

If WaveCom processes personal data during the provision of the service, it will do so in accordance with AS WaveCom’s general terms.

This procedure regulates access to WaveCom AS data center by clients, their authorized representatives, and their guests.

Independent access rights to the data center are granted to Estonian citizens hosting a rack or half-rack after passing a background check.

In other cases, and for individual server hosting, access is provided under the supervision of a WaveCom technician.

To gain access rights to the data center, the client must submit the names, personal identification numbers, GSM numbers, email addresses, and document copies of the authorized persons requiring access.

WaveCom AS issues biometric-based access and a security code to the client’s authorized representatives after they pass a background check, during which their credit and criminal records are reviewed. WaveCom AS reserves the right to deny access to individuals who fail the background check.

By signing the background check consent form, the authorized individuals agree to the processing of their personal data for the purpose of the background check and for decisions regarding access rights both at the time of the decision and during the validity of the access rights.

Access to the data center is granted to the client’s authorized representatives under the supervision or remote monitoring of a WaveCom AS representative, upon signing the access procedure, confirming compliance with its requirements. Independent access to the client's hosted equipment is available to the client's authorized representatives 24/7 (every day of the year, including national holidays).

The data center administrator will provide instruction on the operation of the access and security systems, as well as the gas extinguishing system in the data center.

It is forbidden to disclose information about the WaveCom AS data center to third parties. This includes, among other things, the building and room plans, the locations of various rooms relative to windows and entrances, the movement paths and corridors used in the building, and any other information, including details about the building’s construction and design, as well as the technical solutions of the rooms and support systems (unless this information is public).

The client’s authorized representatives are prohibited from bringing guests to the data center, except with prior authorization.

Access for persons with respiratory diseases, such as asthma, is at their own risk, due to the possibility of gas extinguishing activation.

The client is fully responsible for any damage or violations of this procedure caused by the client’s authorized representatives or accompanying third parties.

Data center doors must be closed. Temporarily disengaging the automatic door closer is only allowed to facilitate the transport of items, and it must be reconnected immediately after the transport operation is completed.

A client’s authorized representative must ensure that doors close after they enter and that unauthorized persons do not use the open door to gain access to the premises.

When leaving the data center, the client’s authorized representative is obliged to close the doors and arm the premises.

The client is liable for compensating WaveCom AS for any costs associated with security system alarms caused by the actions or inactions of the client’s authorized representatives.

The client is required to pay WaveCom AS a penalty of 300 EUR for each instance where the client’s authorized representatives fail to comply with the requirements in section 7.15 when leaving the data center.

During wet, muddy, or snowy seasons and in case of precipitation, the client’s authorized representatives and their guests are required to use shoe covers, available in the corridor.

Any cabling and construction work initiated by the client’s authorized representatives or third parties (outside of the hosted equipment rack) must be pre-approved by WaveCom AS personnel.

Work (including low-voltage work) must be performed by an authorized and qualified party, following EMC standards, applicable laws, and safety regulations. The cables and patches used must be halogen-free and marked as LS0H, LSZH, LSHF, LSNH, NHFR, HFFR, FRZH, LSFRZH. If necessary, suitable materials can be obtained from WaveCom AS.

The use of household appliances and electronic devices that emit EMC disturbances into the data room environment is prohibited.

It is prohibited to perform any work in the data center equipment rooms that generates dust or smoke, emits significant amounts of heat, or vaporizes liquids, or any work that poses a fire hazard.

It is forbidden to bring any liquids, flammable substances, or combustible items and materials (such as cardboard and wood) into the equipment racks.

The doors of equipment racks must be closed.

Contact with other WaveCom AS clients’ equipment racks is prohibited and will trigger an alarm.

Photography is only permitted for the client’s own equipment.

It is prohibited to bring or consume food items.

The client is responsible for removing their equipment's packaging materials and any waste resulting from installation work from the data center premises.

Storing devices, parts, or other items outside the storage room or equipment racks is prohibited.

The client’s authorized representatives and their guests are prohibited from adjusting or modifying any settings of the devices supporting and maintaining the operation of the WaveCom AS data center, except when intervention in the operation of these devices prevents an accident or widespread damage.

The client’s representatives are required to immediately report any issues encountered at the data centers (security, gas extinguishing, and climate system faults, environmental changes) to WaveCom AS personnel.

The client is liable for compensating WaveCom AS for any damage caused by the client's authorized representatives in violation of this procedure, as well as for the cost of repairs needed to remedy the damage.

WaveCom AS reserves the right to unilaterally amend this procedure by notifying the client at least 30 working days in advance.