Table of Contents

1. Service Direction / Introduction / Scope
2. Service Transparency
3. SLA Base
4. Compliance Malaysia Act
5. Definitions
6. Acceptable Use Policy
7. Service Termination Request Process
8. Nonpayment Suspension and Termination Rules
9. Equipment Removal Procedure After Termination
10. Storage Charges and Unclaimed Equipment
11. Reconnection and Reactivation Fees
12. Liability, Content, Data, and Security Disclaimers
13. Common Mistakes
14. FAQ
15. Use Case
16. Summary

Service Direction / Introduction / Scope

This policy applies to Co Location services provided by iCoreHosting, including customer owned servers, storage, firewalls, switches, and any related equipment installed in our racks and connected to our network and power systems.

By ordering or using Co Location, you confirm that you have read and understood this policy and agree to comply with it at all times.

Service Transparency

To keep our data center stable and compliant, iCoreHosting enforces acceptable use rules and may suspend or terminate service when required by law, security risk, abuse risk, or nonpayment.

Support is limited to basic data center hands tasks as described in the Definitions section. Customers remain fully responsible for system administration, software licensing, and all content and traffic generated by their equipment.

When service ends, customers must remove equipment within the stated time window. Storage charges apply if equipment is not removed on time, and unclaimed equipment may be disposed of after the stated deadline.

SLA Base

Co Location service availability and response commitments are governed by the iCoreHosting Service Level Agreement where applicable. However, the following situations are not considered service faults and are not covered by SLA credits or remedies:

• Suspension or termination due to nonpayment.
• Suspension, restriction, or termination due to acceptable use violations, legal requirements, fraud risk, or security investigations.
• Customer caused issues inside customer equipment, including misconfiguration, software vulnerabilities, and internal access control weaknesses.
• Force majeure events described in this article.

Compliance Malaysia Act

Customers must ensure all use of Co Location services complies with applicable laws and regulations of Malaysia. This includes compliance with laws relating to online content, communications, cybersecurity, fraud, and intellectual property.

Examples of commonly relevant Malaysian laws may include the Communications and Multimedia Act 1998, the Computer Crimes Act 1997, and the Copyright Act 1987, where applicable to customer activities. This list is not exhaustive.

iCoreHosting may act to suspend, restrict, or terminate services where required by law, where we receive valid instructions from a competent authority, or where continued operation may expose iCoreHosting to legal, regulatory, or security risk.

Definitions

• Customer means the person or organization ordering Co Location services.
• Service means the Co Location service, including rack space, power, and network connectivity provided by iCoreHosting.
• Equipment means all customer owned hardware installed in the data center.
• Invoice Due Date means the due date shown on the invoice issued by iCoreHosting.
• Suspension means temporary restriction of service including power down, port shutdown, or network restriction.
• Termination means service cancellation and end of service, including deactivation of access and connectivity.
• Last Day of Service means the final service day stated by iCoreHosting due to termination or cancellation.
• Working Day means Monday to Friday excluding Malaysia public holidays, based on the data center operating schedule.
• RU means rack unit used to measure the height of equipment installed in a rack.
• First Level Support for Co Location includes:
  • Power cycling equipment, turning power on and off.
  • Observing, describing, or reporting indicator lights or display information on machines or consoles.
  • Connecting a cable to the network port.

Acceptable Use Policy

iCoreHosting does not support material or activity on its network that is deemed to be pornographic in nature, unsolicited email or spam, illegal in nature, or fraudulent in nature.

Customers acknowledge and agree that iCoreHosting exercises no control over, and accepts no responsibility for, the content of information passing through iCoreHosting host computers and networks. Customers remain responsible for all content, traffic, and system activity generated by their equipment.

Where abuse, legal risk, or security risk is identified, iCoreHosting reserves the right to take immediate action including suspension, traffic restriction, port blocking, power down, or termination of service.

Customers must cooperate with iCoreHosting in security investigations, and must indemnify and hold iCoreHosting harmless for liabilities or expenses arising from customer use or misuse of the service.

Service Termination Request Process

If you want to terminate your Co Location service, please follow these steps to avoid delays and extra charges:

1. Submit a termination request through the Client Area ticket system using your authorized account.
2. State the requested last day of service and confirm the equipment list, including RU size and number of devices.
3. Clear outstanding invoices before the last day of service to prevent suspension actions and to ensure smooth exit access.
4. Schedule your equipment removal date and provide the names and identification details of authorized persons who will enter for removal.
5. Complete removal and sign out at the data center. iCoreHosting may require photos, serial number confirmation, and a pickup acknowledgment for security purposes.

Important: iCoreHosting does not provide data backup or data migration for customer owned equipment. Customers must ensure all data and configurations are backed up before termination or power down.

Nonpayment Suspension and Termination Rules

If a customer fails to settle an invoice within three (3) days from the invoice due date, iCoreHosting reserves the right to suspend the service without prior notice.

If there is any outstanding payment over thirty (30) days from the invoice due date, iCoreHosting reserves the right to terminate the service.

iCoreHosting is not liable to the customer for any damages or losses the customer may incur as a result of such suspension or termination.

Equipment Removal Procedure After Termination

After termination, the customer will be given seven (7) working days from the last day of service to remove their own equipment from the iCoreHosting data center, without further notice.

If the customer does not remove the equipment at the end of the seventh working day, iCoreHosting will power down the equipment in the rack to protect facility operations and manage risk.

To remove equipment, the customer should:

• Book an equipment removal appointment using a support ticket.
• Provide authorized person name and identification details in advance.
• Bring the correct tools, packaging, and transport arrangements.
• Label equipment clearly and verify serial numbers during pickup.

Storage Charges and Unclaimed Equipment

A storage charge of RM25 per RU per day will be imposed seven (7) working days after the last day of service.

Any storage charge must be settled in cash before the equipment will be released to the customer from the data center.

Any equipment not removed after the thirtieth (30th) day from the last day of service will be deemed unclaimed by the customer. iCoreHosting will exercise its rights to dispose of this equipment in any way it deems fit, without further notice and without compensation or liability to the customer.

If the additional storage charge exceeds the valuation of the equipment to be disposed, the customer must pay the balance in cash to iCoreHosting.

Reconnection and Reactivation Fees

If your service is terminated for nonpayment, you may be required to pay a RM250 fee plus all outstanding amounts to reactivate the service, subject to availability and review.

If your service is interrupted due to nonpayment or suspended for any reason, you may be required to pay a RM100 fee to reconnect the service, subject to operational feasibility and compliance checks.

For terminated accounts due to nonpayment, iCoreHosting reserves the right to refer the account to a third party collection agency for collection follow up, and all related expenses shall be borne by the customer.

Liability, Content, Data, and Security Disclaimers

Neither iCoreHosting nor its employees, affiliates, agents, suppliers, subcontractors, third party information providers, merchants, or licensors warrant that the service will not be interrupted or error free. No warranty is made regarding results obtained from use of the service or the accuracy, reliability, or content of information or services provided through the service.

iCoreHosting is not liable for the content or loss of any data transferred to or from the customer or stored by the customer or any of the customer clients via the service.

iCoreHosting acknowledges that it obtains no ownership rights in or to the equipment or any data or information contained thereon. The customer is responsible for software licensing used in the hardware.

The customer understands and agrees that iCoreHosting shall under no circumstances be held responsible or liable where customer data is accessed by third parties through illegal or illicit means, including exploitation of software security gaps, inherent flaws, or weaknesses in any software, or the customer own internal security procedures governing use of the service and conduct of its users.

Force majeure: iCoreHosting shall not be liable for delay or failure to perform obligations arising from circumstances beyond reasonable control including acts of God, lightning strikes, power supply interruption, earthquakes, floods, storms, explosions, fires, war, terrorism, riots, civil disorder, malicious damage, sabotage, strikes, lockouts, labour disputes, or acts or omissions of parties for whom iCoreHosting is not responsible.

Common Mistakes

• Assuming Co Location includes full system administration support. Co Location support is limited to First Level Support tasks only.
• Requesting termination but not booking equipment removal within the seven working day window.
• Leaving unpaid invoices and expecting equipment release without settlement.
• Arriving for pickup without authorized person details submitted in advance.
• Not planning packaging and transport, causing delays and extra storage charges.

FAQ

1. Can I remove equipment immediately after termination?
Yes, if you book an appointment and provide authorized person details. Removal is subject to data center access rules and scheduling.

2. What happens if I miss the seven working day removal deadline?
iCoreHosting may power down your equipment, and storage charges will apply as stated in this article.

3. How is the storage charge calculated?
RM25 per RU per day, starting seven working days after the last day of service.

4. Do I need to pay storage charges before I can collect the equipment?
Yes, storage charges must be settled in cash before equipment release.

5. What if my equipment is still not collected after thirty days?
It will be treated as unclaimed and may be disposed of without compensation or liability.

6. Can iCoreHosting guarantee my data will not be accessed by attackers?
No. Customers must maintain their own security controls. iCoreHosting is not responsible for customer software vulnerabilities or internal security weaknesses.

Use Case

Scenario: A customer decides to end Co Location service and remove two servers totaling four RU.

1. The customer submits a termination request ticket and confirms the last day of service.
2. The customer clears all outstanding invoices before the due date to avoid suspension.
3. The customer books an equipment removal appointment and submits authorized person details.
4. The customer removes the equipment within seven working days after the last day of service.
5. No storage charges apply because removal was completed on time.

Summary

• Co Location customers must comply with acceptable use rules and Malaysia laws.
• Nonpayment can lead to suspension after three days and termination after thirty days from invoice due date.
• After termination, equipment must be removed within seven working days.
• Storage charges are RM25 per RU per day after the seven working day grace period.
• Unclaimed equipment after thirty days may be disposed of without compensation.