Qilak Last updated: June 26, 2026
These Service Schedules are incorporated by reference into the Master Services Agreement (MSA) and apply to the Services indicated below. Capitalized terms not defined here have the meaning given in the MSA. In case of conflict, the order of precedence in MSA Section 2(b) applies.
Schedule A — Colocation Services
A1. Scope
Qilak provides rack space, power, cooling, and network connectivity in its designated data centre facilities ("Facility") for Customer-owned equipment ("Customer Equipment").
A2. Facility and Access
a. Facility location. As specified in the Order. The primary Qilak Facility is located at 245 Consumers Road, Toronto, Ontario.
b. Authorized representatives. Customer must maintain a current list of authorized representatives permitted to access the Facility. Qilak may require government-issued photo identification on each visit.
c. Access hours. Authorized representatives may access the Facility 24×7 subject to the Facility's security procedures, advance notice requirements (if any), and the rules in this Schedule. Qilak may suspend access for cause.
d. Visitor escort. Customer guests must be pre-approved and escorted by an authorized representative or Qilak personnel.
e. Conduct. Customer is responsible for the conduct of its representatives and guests, including damage caused by them.
A3. Space, Power, and Cooling
a. Space. Customer is allocated the rack units (RU), cabinets, or cages specified in the Order. Customer must not encroach beyond the allocated space, including overhanging cables, doors, or extending into common aisles.
b. Power. Customer is allocated the kVA or amperage specified in the Order, on the circuit type specified (e.g., 120V/20A, 208V/30A). Sustained draw must not exceed 80% of rated circuit capacity. Power overages may be billed at Qilak's then-current overage rate and may trigger circuit breakers.
c. Redundancy. Where the Order specifies redundant power (A+B feeds), Customer Equipment must be configured to draw no more than 50% of total allocation from either feed to permit failover.
d. Cooling. Customer Equipment must be installed in a hot-aisle/cold-aisle configuration consistent with Facility standards. Customer must not obstruct airflow.
e. Cabling. All cabling within the cabinet is Customer's responsibility unless specified in the Order. Cross-connects to other tenants or carriers require a separate cross-connect order. Cabling must be neatly dressed and labeled.
A4. Customer Equipment
a. Ownership and risk. Customer Equipment remains Customer's property. Risk of loss or damage remains with Customer except to the extent caused by Qilak's gross negligence or wilful misconduct. Customer is responsible for insuring its Equipment.
b. Eligibility. Equipment must be rack-mountable, properly grounded, CSA/UL/cUL certified or equivalent, and free of known safety defects. Qilak may refuse equipment that poses a safety or operational risk.
c. Installation. Customer is responsible for installation unless Remote Hands is ordered. Equipment must be installed within the scheduled installation window or storage fees may apply.
d. Removal. On termination, Customer must remove Equipment within thirty (30) days. Equipment remaining after that period may be removed by Qilak and stored at Customer's expense for an additional sixty (60) days, after which Qilak may treat it as abandoned and dispose of it.
A5. Remote Hands
a. Scope. On request, Qilak will perform basic on-site tasks such as power cycling, cable swaps, visual inspection, media insertion, and shipping/receiving. Complex tasks may require a separate professional services order.
b. Billing. Remote Hands is billed in 15-minute increments at Qilak's then-current rates, with a one-hour minimum for non-emergency work outside business hours.
c. Authorization. Remote Hands requests must come from an authorized representative through the designated channel.
A6. SLA
a. Power. 100% uptime on power delivered to the rack PDU, measured per feed. Failover events between redundant feeds within the Facility's design parameters are not downtime.
b. Cooling. Inlet air temperature maintained per ASHRAE Class A1/A2 recommended range.
c. Network. As set out in MSA Section 8 (99.9% monthly uptime).
d. Service credits. As set out in MSA Section 8. Credits for power and cooling failures are calculated against the monthly recurring fee for the affected space.
A7. Restrictions
Customer must not:
- Bring weapons, alcohol, or recreational drugs into the Facility;
- Photograph or record other customers' equipment;
- Tamper with another customer's equipment, cabling, or space;
- Connect to another customer's network without a documented cross-connect;
- Store flammable, hazardous, or non-IT materials in the Facility.
Schedule B — Dedicated Server Services
B1. Scope
Qilak provides Customer with the exclusive use of dedicated physical server hardware ("Dedicated Server") owned and operated by Qilak, with associated network connectivity, IP allocation, and operating system installation.
B2. Hardware and Provisioning
a. Specification. As set out in the Order. Qilak may substitute equivalent or better hardware without notice provided the substitution does not materially reduce performance.
b. Provisioning. Standard provisioning is completed within the timeframe specified in the Order, subject to hardware availability and OS image readiness.
c. Hardware replacement. Qilak repairs or replaces failed hardware at no charge, unless the failure results from Customer misuse. Replacement targets:
- Within 4 hours during business hours for failed disks, RAM, PSUs, or fans;
- Within 24 hours for motherboard or chassis replacement requiring data migration.
d. End-of-life. Qilak may give 90 days' notice to migrate Customer to replacement hardware where the existing platform reaches end-of-support.
B3. Operating System and Software
a. Initial OS. Qilak provides one initial OS install from its supported image library at no additional charge. Reinstalls during the term are billed at Qilak's then-current rate.
b. Licensing. Customer is responsible for any software licenses beyond those included in the Order (e.g., Windows Server, control panels, commercial database software unless explicitly bundled).
c. Root/admin access. Customer receives full administrative access. Qilak does not manage the operating system or applications unless a Managed Services add-on is ordered.
d. Customer security responsibility. Customer is responsible for OS patching, application security, and account management.
B4. Network and Bandwidth
a. IP addresses. A primary /29 IPv4 block and /64 IPv6 block are included unless otherwise specified. Additional IP space requires ARIN justification and approval.
b. Bandwidth. As specified in the Order — typically unmetered on a 1 Gbps port (subject to AUP fair use) or metered with a specified transfer allowance.
c. DDoS mitigation. Basic volumetric DDoS protection is included. Advanced mitigation, including layer-7 protection, may be available as an add-on.
B5. Backups
Backups are not included unless explicitly stated in the Order. Customer is responsible for backing up data off the Dedicated Server. Optional backup services are available — see the Order.
B6. SLA
99.9% monthly uptime per MSA Section 8, measured at the network port on the Qilak network. Hardware failure response targets as set out in Section B2(c) are commercially reasonable targets, not SLA commitments, unless an Enhanced Hardware SLA is purchased.
Schedule C — Virtual Private Server (VPS) Services
C1. Scope
Qilak provides Customer with a virtual private server instance running on shared physical hardware, with allocated vCPU, RAM, storage, and bandwidth.
C2. Resources
a. Allocation. vCPU, RAM, and storage as specified in the Order. vCPU allocation represents a fair share of underlying physical cores — sustained 100% CPU use may be throttled.
b. Storage performance. Storage is NVMe-backed unless otherwise specified. IOPS is not guaranteed and may vary with host load.
c. Snapshots. Where included, snapshots are stored on the same physical infrastructure and do not constitute a backup. Customer should maintain off-instance backups.
C3. Provisioning and OS
a. Provisioning. VPS instances are typically provisioned within 30 minutes of order completion and payment.
b. OS images. Qilak provides a library of Linux and BSD images. Windows is available subject to licensing.
c. Custom images. ISO uploads may be permitted; subject to AUP review.
C4. Network
a. IP addresses. One IPv4 address and a /64 IPv6 block included. Additional IPv4 subject to availability and justification.
b. Bandwidth. As specified in the Order. AUP fair use applies.
c. SMTP. Outbound SMTP (port 25) is blocked by default. See AUP Section 4 for unblock requests.
C5. Resource Abuse
VPS resources are shared. Customer must not engage in activity that materially degrades performance for other tenants, including aggressive cryptomining, fork bombs, or sustained network saturation. Qilak may throttle or suspend offending instances.
C6. SLA
99.9% monthly uptime per MSA Section 8, measured at the hypervisor level. Brief reboots required for host maintenance, where given at least 72 hours' notice, do not count against the SLA.
Schedule D — Optical Wave Services
D1. Scope
Qilak provides point-to-point optical transport between two endpoints ("A-end" and "Z-end") at the wavelength, bit rate, and capacity specified in the Order.
D2. Service Definition
a. Endpoints. Endpoints are specified in the Order, including handoff type (e.g., LR4, LR, ER, ZR), connector type (LC/SC/MPO), and rack/cabinet position.
b. Capacity. Standard offerings are 10G, 100G, and 400G. Higher capacities subject to feasibility.
c. Protection. Services are unprotected unless a protected variant is specified in the Order. Protected services use diverse fiber paths where commercially available.
d. Latency. Best-effort latency targets are documented per route. Latency is not guaranteed unless a low-latency variant is purchased.
D3. Customer Responsibilities
a. Customer Equipment. Customer is responsible for transceivers, patch cables, and any equipment at the endpoints beyond the Qilak demarcation point.
b. Demarcation. Qilak's responsibility ends at the demarcation panel at each endpoint. Inside wiring beyond the demarcation is Customer's responsibility.
c. MACD requests. Move, Add, Change, Disconnect requests are billed at Qilak's then-current rates and require advance scheduling.
D4. Installation
a. Lead times. Standard installation lead time is sixty to ninety (60–90) days from signed Order, subject to facility access, permits, and third-party dependencies.
b. Service acceptance. On installation, Qilak performs end-to-end testing. The service is deemed accepted when testing passes, or seven (7) days after notice of installation completion if Customer does not provide written objection.
c. Billing commencement. Billing begins on the earlier of: (i) service acceptance; or (ii) thirty (30) days after Qilak provides notice that the service is ready for service ("RFS"), if delays beyond that date are attributable to Customer.
D5. SLA
a. Availability. 99.9% monthly uptime per MSA Section 8 for unprotected services; 99.99% for protected services. Measured between A-end and Z-end demarcation points.
b. Mean time to repair (MTTR). Target MTTR of four (4) hours for hard failures, subject to access, weather, and third-party dependencies. MTTR is a target, not a guarantee, unless an Enhanced SLA is purchased.
c. Maintenance windows. Standard maintenance windows are Tuesdays and Thursdays, 00:00–06:00 Eastern Time. Emergency maintenance may occur outside these windows with as much notice as is reasonably practicable.
D6. Term
Optical wave services typically carry minimum terms of twelve (12), twenty-four (24), or thirty-six (36) months as specified in the Order. Early termination of an Optical Wave Service requires payment of 100% of remaining monthly fees for the committed term.
End of Service Schedules