Dedicated Server
These specific terms apply together with WaveCom's General Terms, the order and the Price List. The General Terms also contain the Acceptable Use Policy and the Data Processing Agreement (DPA).
Contents · 5 sections
1. Scope of the Service
The Customer uses a physical server owned by WaveCom, with its processor, memory and allocated storage for the Customer's exclusive use. The server configuration, service activation time and ordered additional services are specified in the order. The server is located in WaveCom's data centre in Estonia.
All dedicated servers have 10 Gbit/s network ports by default. WaveCom ensures throughput corresponding to the port speed within its own network up to WaveCom's internet connection. IP addresses are specified in the order.
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. For higher usage, the Customer can order a larger plan and benefit from the lower plan rate in the Price List.
For a configurable server, self-service allows the Customer to order changes to, for example, processors, memory, disks, network interfaces and port speed within the Service's available options. For an Instant server, only the traffic plan and number of additional IP addresses can be changed. The 10 Gbit/s port speed of an Instant server cannot be changed. Hardware changes may require a maintenance outage.
2. Handover and self-service
WaveCom delivers the server with up-to-date firmware. The supported operating system selected by the Customer is installed automatically with current updates.
The Customer manages the server through self-service and iLO. Available functions include a remote console, power management, operating system installation and a maintenance and recovery environment (rescue). The Customer can manage reverse DNS for their IP addresses and view server information, network traffic and service-related logs.
Automatic firmware updates can be started in self-service. The server reboots into the update environment and, after the update, back into the operating system. Server operation is interrupted during the update. WaveCom informs the Customer of the need to update.
Reinstalling the operating system deletes existing data. Power and maintenance operations may interrupt server operation.
3. Administration, maintenance and backup
WaveCom is responsible for maintaining server hardware and data centre infrastructure and monitors them around the clock. The Customer manages the operating system, applications, their security updates, user permissions and backups, and ensures that the software used is properly licensed.
Repair or replacement of faulty hardware is included in the monthly fee. WaveCom may replace a faulty part with equivalent or better hardware suitable for the ordered purpose and informs the Customer of the replacement. In the event of a Service outage, WaveCom begins remedying the fault immediately without waiting for prior Customer approval. If the fault does not affect Service operation, WaveCom agrees a maintenance time with the Customer.
WaveCom gives at least five calendar days' notice of planned maintenance affecting the Service, unless otherwise agreed with the Customer. In the event of an urgent fault or security threat, WaveCom may act immediately and notify the Customer at the earliest opportunity.
The Customer arranges backup of their data and recovery of software and data. These activities are not included in the monthly fee. RAID and the maintenance and recovery environment (rescue) do not replace a backup. The Service does not include automatic recovery in another data centre.
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 server hardware and data centre power, cooling and network connectivity. An outage caused by the Customer's software, actions or omissions does not qualify for 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 request in the Customer Portal within 30 days. The credit may be used to pay for WaveCom services; it is not paid out in cash. The SLA does not limit the Customer's statutory rights.
5. Termination and data
In the Customer Portal, the Customer can choose to terminate the Service immediately or at the end of the billing period. For immediate termination, a data deletion warning is displayed in self-service before confirmation. For termination at the end of the billing period, WaveCom sends an email reminder five days in advance with a data deletion warning. If WaveCom terminates a Service already suspended due to unpaid debt, it gives advance notice by email of the termination time and data deletion.
Before the Service ends, the Customer copies the necessary data and settings to a location of their choice using the server's tools or their own software. If the Customer needs WaveCom's assistance to retrieve data or transfer it to another provider, they notify WaveCom before the Service ends.
Automatic deletion of server data begins as soon as the Service ends. Return of data and statutory retention are arranged before deletion under the DPA. Before providing the server or storage medium to another customer, WaveCom ensures secure data erasure; if this is not possible, it removes the storage medium from use and destroys it securely. Data cannot be recovered after deletion.
