Terms of Service

WaveCom monitors the solution 24/7 and is responsible for the operational performance of the service platform.

The client can report issues or request support for product usage through customer service channels such as a self-service support ticket, an email to support@wavecom.ee on weekdays from 9 AM to 9 PM, and on weekends and holidays from 12 PM to 5 PM, or by phone on weekdays from 9 AM to 5 PM at 6850000. Enterprise and Partner Services clients can additionally do so via Skype/Slack channels on weekdays from 9 AM to 9 PM and outside working hours through an emergency line, the details of which are provided when ordering the service. WaveCom offers support for using the service platform but does not provide support for operations related to operating systems and applications within virtual machines. Additionally, WaveCom's Help Center offers a comprehensive knowledge base for service management.

WaveCom responds to service disruptions immediately and resolves them as quickly as possible, but no later than within one (1) hour if the disruption significantly affects service functionality, such as impacting network connectivity or the operation of virtual machines or other services. Less critical issues, such as shortcomings in the functionality of the user interface, are resolved as quickly as possible, but generally within one (1) business day, except in cases where the correction of the issue requires software vendor patches or intervention. WaveCom is committed to documenting incidents related to the service and publishing them on the system status page, where you can also subscribe to an RSS feed, or alternatively providing the information to the client in another way upon request.

To ensure a stable and secure service, WaveCom regularly performs service maintenance, and in the case of the high-availability VMware cloud service, this does not disrupt the functionality of the services. In the case of known vulnerabilities, we immediately apply vendor-provided updates when they are available. If updates are not available, we implement the vendor's recommendations and measures to mitigate the situation. These measures may or may not reduce certain functionalities of the service platform. Once the corresponding update is available, we test it and then apply it to the service platform at the earliest opportunity.

During maintenance, the functionality of management environments may be temporarily affected. WaveCom does not notify clients in advance of such maintenance, but relevant notices will be posted in the environments during the maintenance period. WaveCom will inform clients of planned service maintenance and improvement work that may potentially disrupt service availability at least five (5) calendar days in advance. Planned maintenance is always performed outside of working hours. In urgent cases, WaveCom may also carry out maintenance at other times and make configuration changes without prior notice to the client. Relevant information will be published on the system status page, where you can also subscribe to an RSS feed, and clients will be notified via email.

WaveCom's service management and maintenance involve a trained and certified team using various roles and responsibilities for managing different components. Each responsible party has an assigned substitute.

WaveCom continuously backs up customer data (5 days, 3 recovery points each day) to another data center using VMware vSphere replication, but does not guarantee a reasonably timely recovery in the event of a major global failure. The customer is obligated to create backup copies of their files with sufficient periodicity and store them outside the WaveCom network. Immediate restoration is guaranteed through the paid additional services Cloud Availability Draas and Veeam Backup.

In the event of the customer terminating the service, automation immediately removes virtual machines and all service components from the Cloud Director portal and data repositories, according to the termination deadline set for the service. The customer's backup solution data is not removed instantly; instead, this process occurs within 7 days after the termination of the service.

WaveCom's responsibility is limited to maintaining the platform and related services.

The customer's responsibility includes actions taken through self-service and the regular maintenance and operation of virtual servers, including operating systems, applications, and their security.

To prevent data leaks or security incidents, the customer is required to implement secure two-factor authentication through VMware Cloud Director and close default user accounts. Most SAML and OID-based service providers are supported for two-factor authentication. The same should be applied to the self-service portal.

The customer confirms and agrees that all transactions and operations performed using the customer's self-service and VMware Cloud Director accounts are considered performed by the customer, and the customer is fully responsible for all relevant actions and transactions.

Through the administrative interface, the customer may grant access to the infrastructure to third parties, but in doing so, the customer remains responsible to WaveCom for the activities of third parties using the infrastructure.

By using the service, the customer agrees to adhere to best practices, including recommendations provided in the help center, and refrain from any activity that contradicts these service terms, WaveCom's general terms, and the requirements of Acceptable User Behavior.

If WaveCom fails to meet the service level as stated in section 2.3, the customer will be credited with the affected service fee for one (1) month upon the submission of a relevant claim.

For errors that are customer-specific and not global, the (1) hour period starts from the customer's reporting.

Credits can be used towards payment for WaveCom services but cannot be exchanged for cash payouts. To request a credit, the customer must submit a relevant claim within 30 days through the customer portal or via email.

In addition to these VMware Cloud Service terms, the parties are guided by AS WaveCom's general terms, Acceptable User Behavior requirements, and pricing list in their mutual relations.

If WaveCom comes into contact with personal data in the provision of the service, the processing will adhere to the provisions outlined in AS WaveCom's general terms.

MS Windows Server and Application Licenses: In addition to server resources, WaveCom provides customers with the option to use the operating system according to the pricing list. Ordering is done through self-service. MS Windows Operating System requires a minimum of 8 Core licensing per VM, and for MS SQL Core-based services, a minimum of 4 Core licensing per virtual machine is required. The customer is responsible for ensuring that the number of vCPU cores used in servers matches the number of ordered licenses. Any change in the number of vCPU cores must be accompanied by a corresponding adjustment in the licensed core count in the License service.

Veeam Backup Solution

WaveCom offers a backup solution using the Veeam Enterprise Plus software for backing up virtual machines and applications. Customers can choose between fast SSD or regular SAS repositories. Ordering, resource selection, and management (storage, number of virtual machines) are done through WaveCom's self-service on the respective cloud service resource management page. The service interface, Veeam Enterprise Manager, is integrated into the VMware Cloud Director environment.

The customer is responsible for configuring, managing, periodically testing, and restoring and deleting data in the Veeam backup.

Upon discontinuation of the service, the customer can choose to delete backup workflows in advance, removing all data automatically after the retention period expires. Alternatively, data deletion occurs automatically within the retention period + 7 days.

VMware Cloud Availability Draas

WaveCom offers a backup solution using the VMware Cloud Availability software for virtual machine migration, replication, and disaster recovery.

Ordering, resource selection, and management (storage, number of virtual machines, and network services) are done through WaveCom's self-service. Upon ordering, a specialized DRaaS virtual data center is created in the VMware Cloud Director environment, located in a different data center, allowing the reception of replicated data from the customer's primary data center. The VMware Cloud Availability service interface is integrated into the VMware Cloud Director environment.

The customer is responsible for configuring, managing, periodically testing, and restoring and deleting data in Cloud Availability Draas.

Upon discontinuation of the service, the customer can choose to delete replication workflows in advance, removing all data. Otherwise, data is automatically removed within 7 days of service discontinuation.