Terms of Service

WaveCom hosts the Customer's websites, databases and email according to the ordered plan.

The Customer or their authorised user manages the web hosting account themselves in cPanel and may use the tools included in the plan, such as WP Toolkit, JetBackup and CloudLinux features. Detailed functions are set out in the Service description.

WaveCom manages the servers, their operating system and the web hosting platform and installs security updates. The Customer is responsible for keeping their web applications, plugins and themes up to date, and for their configuration and compatibility. Automatic updates, including those provided by WP Toolkit, assist the Customer but do not replace their responsibility.

Plan resources, monthly data transfer allowance and prices are specified in the Service description and Price List. The Customer can monitor usage in cPanel.

If the plan's traffic allowance is insufficient, the Customer orders a larger web hosting plan in the Customer Portal. WaveCom notifies the Customer when the ordered traffic allowance has been exceeded by more than 10%. Web hosting does not incur a separate traffic overage charge; the price of the larger plan applies upon upgrade.

WaveCom hosts Customer data in Estonia and isolates web hosting accounts from one another using CloudLinux CageFS. The Customer can also isolate supported web applications from one another within the same hosting account using CloudLinux Isolates. The Customer enables this option separately for each website. Data processing, confidentiality and engagement of vendor support are governed by the Data Processing Agreement in the General Terms.

An authorised WaveCom employee may view the content of the Customer's files, databases or emails to fulfil the Customer's support or recovery request. They may also do so to investigate malware, spam or a security incident. Access is limited to the data necessary for the task and is logged.

WaveCom uses malware and spam protection and other platform security measures. In the event of a security threat, WaveCom acts under the General Terms. The Customer keeps their access credentials secure. WaveCom strongly recommends multifactor authentication.

WaveCom uses technical information necessary for vendor support and platform security functions, limiting its scope. The content of the Customer's files, databases and emails is not transmitted to the vendor. Temporary vendor access to a web hosting server is permitted only with WaveCom's prior authorisation, with the permissions necessary to resolve a specific support case and for a limited time. Technical logs, telemetry and support access involving personal data must comply with the contractual, security and location requirements of the Data Processing Agreement in the General Terms; describing information as technical does not exempt it from those requirements.

WaveCom support assists with using the web hosting platform and resolving its faults. The Customer manages and repairs website content and applications, including plugins and themes. The Customer may also seek advice on those issues through WaveCom's support channels. For technical problems, WaveCom recommends sending a description through a Customer Portal support ticket or by email so that support can investigate thoroughly.

If a fault in WaveCom's infrastructure materially interrupts the Service for more than one hour, the Customer may request a credit equal to one month's fee for the affected Service. This compensation does not apply to an outage caused by the Customer's application or actions. One hour is the threshold for compensation, not a fault resolution deadline.

To obtain the credit, the Customer contacts WaveCom through the Customer Portal. The outage compensation procedure does not limit the Customer's statutory rights.

WaveCom first provides instructions on how the Customer can manage their account themselves. For a compelling reason, WaveCom may, at its discretion and by agreement with the Customer, perform an operation on their behalf once the requester's identity and authority have been verified under the General Terms. Assistance requiring a reasonable amount of time is free. WaveCom agrees the scope and price of more extensive work with the Customer before starting it.

WaveCom backs up the web hosting account every night. Backups include account data and settings. JetBackup backups of an active account are retained for up to 30 days.

All JetBackup self-service operations made available to the Customer are included in the Service price. The Customer can create an additional copy and restore the entire account from a selected backup. Files and folders, databases and email can also be restored, and backups downloaded. Database users, FTP accounts, scheduled tasks, domain DNS settings and SSL certificates can also be restored separately. Recovery may overwrite or delete existing data, and changes made after the selected backup may be lost.

WaveCom deletes account-specific JetBackup backups no later than 30 days after deletion of the web hosting account. When switching providers, availability of the export copy referred to in clause 6.6 is ensured for 30 days after switching ends. Return, deletion and statutory retention of data are governed by the Data Processing Agreement in the General Terms.

The Customer can download their files, databases, email and backups themselves through cPanel and JetBackup. No request to WaveCom is required.

The Customer transfers the data to another provider or their own server themselves. WaveCom guides the Customer in downloading data from its Service. WaveCom provides reasonable assistance necessary for switching and notifies the Customer of known compatibility issues and the risk of interruption.

In ordinary termination, the Customer downloads the necessary data before the Service ends. When switching providers, clauses 6.4–6.8 also apply. Before terminating the Service, the Customer downloads the necessary data and saves the required settings. The Service can be terminated in the Customer Portal immediately or at the end of the billing period. A data deletion warning is displayed before confirmation. After the account is deleted, cPanel and JetBackup self-service can no longer be used.

To arrange the switching schedule and a post-termination export copy, the Customer submits a Customer Portal support ticket 30 calendar days before switching is to begin. The Customer specifies the new provider or their own infrastructure and the desired start date. An earlier start may be agreed with WaveCom. Ordinary downloading under clause 6.1 does not require a request.

Up to 30 calendar days from the start date are available for switching. During that time, the Service and the agreed service charges continue. Successful switching terminates the contract for the transferred Service. The Customer notifies WaveCom that switching was successful; WaveCom confirms termination and the deadline for retrieving the export copy.

After switching ends, WaveCom retains an export copy of the Customer's web hosting account for 30 calendar days and provides it securely to the Customer on request. The copy includes the Customer's files, databases, email and settings covered by the account backup. After the account is closed, the copy is provided through a support ticket; the web hosting service, cPanel and JetBackup self-service are not reopened for this purpose. At the end of the period, the copy is deleted unless retention is required by law. The Customer may request earlier deletion.

The Customer's data and digital assets are transferred in the export formats of the Service's download and backup tools. Account data can also be exported in parts under clause 5.2. Transfer does not include other customers' data or protected platform software and trade secrets belonging to WaveCom or a third party; these exclusions do not prevent the Customer from taking their own data with them.

If 30 days are technically insufficient for switching, WaveCom provides the reason and a new deadline within 14 working days of receiving the request; switching may in that case take up to seven months. The Customer may extend the switching period once according to their needs. Until 11 January 2027, switching charges may be imposed only to the extent disclosed and agreed before the contract was concluded, and must not exceed costs directly related to switching. From 12 January 2027, no switching charges apply. Ordinary service fees continue until the contract ends.