Data hosting and co-location services are provided by Gibtelecom's subsidiary company, Rockolo Ltd.

Service Definition

Rockolo’s Co-location service offers a secure dedicated server hosting site facility. It is designed for customers who wish to choose and own their own hardware and who wish to update their server as and when they want.

The hosting service includes:

  • The provision of Hosting areas within Hosting sites in which the Customer can place Customer equipment.
  • The supply of power, security and environmental controls necessary for the operation of the Customer equipment.
  • Services associated with the support and maintenance of the Customer equipment.
  • The Circuit Services which are the provision of communications circuits between two (2) specified locations irrespective of the transmission medium.

The Customer is responsible for providing the equipment necessary to integrate the circuits.


The Customer will procure, install and test the Computer equipment to be located in the Hosting areas. Rockolo will provide the access, power, environmental and temporary storage facilities reasonably necessary to enable the Customer to perform such installation and testing.

Installation Interval Commitment

Our Commitment: Rockolo Ltd will use reasonable endeavours to prepare the Hosting Area in accordance with the terms of the applicable Customer Purchase Order on or before the Customer Commitment Date specified for such Hosting Area.

Your Guarantee: In the event that Rockolo does not meet the Installation Level Commitment, the Customer may apply for a service credit as specified in the table below.

Installation delay beyond customer commitment date  Service credit applied as a reduction of monthly rental (days) 
 1-5 Business Days
 6-60 Business Days 1 for each business day of delay 
 61 Business Days or above Service credit available up to 60th business day. Customer shall have the right to terminate the delayed service at no cost or liability 


Remote Assistance Response Time Service Commitment

Our Commitment: The Response Time service level for Remote Assistance is measured from the time that Rockolo receives the Customer’s request with all of the necessary information requested by Rockolo, until a Customer Certified Engineer is first available to deal with the request. Rockolo Ltd aims to have a Response Time Level as follows:

Monday to Friday from 8am to 5pm  30 minutes 
Out of hours, Gibraltar bank holidays and weekends 2 hours 


Your Guarantee: Any Customer who experiences a response time in excess of the times specified above (which are within the confines and responsibility of Rockolo Ltd) may apply for a service credit of 1 day for all instances of delay in any twentyfour hour period.

Power Service Commitment

Our Commitment: Rockolo Ltd aims to ensure that the power delivered to the Hosting area is not interrupted, subject to the provisions of the agreement.

Your Guarantee: Rockolo will notify the customer, as soon as reasonably possible if any interruption or disturbance to such power is expected for any reason including actions taken by third parties.

Circuit Service Installation Interval Commitment

Our Commitment: Rockolo Ltd will use reasonable endeavours to provide the circuit service in accordance with the terms of the applicable Customer Purchase Order on or before the Customer Commitment Date specified for the provision of the Circuit Service.

Your Guarantee: In the event that Rockolo does not meet the Circuit Service Installation Level Commitment, the Customer may apply for a service credit as specified in the table below.

 

Installation delay beyond customer commitment date  Service credit applied as a reduction of monthly rental (days) 
 1-5 Business Days
 6-60 Business Days 1 for each business day of delay 
 61 Business Days or above Service credit available up to 60th business day. Customer shall have the right to terminate the delayed service at no cost or liability 


Circuit Service Availability Commitment

Our Commitment: Rockolo Ltd aims to provide 99.9% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom’s circuit service availability commitment.

Your Guarantee: Any Customer who experiences availability of the circuit service below 99.9% within Rockolo Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Rockolo Ltd) in any calendar month may request a Service Credit of the Circuit Service in accordance with the following table:

Percentage of availability in the month (%)  Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%

 
Latency Commitment

Our Commitment: Rockolo Ltd aims to provide an average monthly roundtrip delay of 80 milliseconds or less within Rockolo Ltd’s network in Gibraltar.

Your Guarantee: Any Customer who experiences average latency greater than 80 milliseconds for any calendar month may request a one day Service Credit as specified in the Service Credit Specifications.

Service Credit Specifications

After having reported the initial fault using Rockolo’s relevant fault reporting service, and in the event Rockolo Ltd fails to achieve any Service Level Commitment, at your request, Rockolo Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:

To be eligible for a Service Credit, you must report the commitment failure to Rockolo Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to  and in writing to:

ROCKOLO LTD
MOUNT PLEASANT, 25 SOUTH BARRACK ROAD
GIBRALTAR

You must have notified Rockolo Ltd of any service-affecting conditions at the time of such failure and have provided Rockolo Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Rockolo Ltd’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”. This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Rockolo Ltd may have reasonably requested to assist it in verifying the request. Rockolo Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Rockolo Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Rockolo Ltd, and will be applied by Rockolo Ltd as soon as possible to a subsequent recurring invoice following approval. Rockolo Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Rockolo Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Rockolo's Co-hosting service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected Co-hosting service.

Rockolo will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Rockolo will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

Without prejudice to the Installation Service Level commitment, the maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Rockolo Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Rockolo Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Rockolo Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Rockolo Ltd, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Rockolo Ltd (i.e., current on all billings) at the time of the request.

The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Rockolo Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Rockolo Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Rockolo Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Rockolo and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Rockolo and the customer fail to resolve the dispute, Rockolo and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd floor Block 4 Eurotowers, telephone number 20074636 for determination by the Authority.

Exclusions

This Service Level Agreement applies to the Co-hosting Service and related equipment only. Rockolo Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Rockolo Ltd to meet a Service Level Commitment by reason of any of the following:

Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Rockolo Ltd's ability to provide service.

Scheduled maintenance on the Rockolo Ltd network.

Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.

Rockolo Ltd may modify the Service Level Commitments and your guarantee for the failure by Rockolo Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Rockolo Ltd web site, currently located at www.gibconnect.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Revised: March 2017

Weekdays - £40 per hour with a minimum charge of £120 (three hours)

Weekends - £80 per hour with a minimum charge of £240 (three hours)