Frequently Asked Questions

Questions:
1. What is the procedure if customers would like to ship their equipment to HKCOLO?
2. What is the procedure if customers would like to deliver their equipment to HKCOLO via the Cargo Lift?
3. How can I contact HKCOLO for a quote or another request?
4. Can any tools be borrowed from HKCOLO's site?
5. What facilites does HKCOLO's colocation site offer?
6. What kinds of terminal blocks does 4Pairs/25Pairs Cat5 cable terminate at a cabinet?
7. Does HKCOLO provide remote-hand service for customers?
8. Does HKCOLO provide IP transit bandwidth for customers?
9. How many IP addresses can I get if I order 1M IP transit bandwidth from HKCOLO?
10. What is the procedure to order a Cat 5 cable for my cabinet? How soon can installation be complete?
11. What is the Work Appointment Form and Requisition Form for Work and what are they for?
12. Can we keep a battery pack in our cabinet for emergency backup?

Answers:

1.
What is the procedure if customers would like to ship their equipment to HKCOLO?

For those overseas customers who plan to appoint HKCOLO as the consignee, please arrange shipment in accordance with the guidelines below.

Overseas customers must double check to see if the equipment to be shipped requires an import license. Information can be obtained via the following site: http://www.stc.tid.gov.hk/service/productSearch.do?locale=eng&text=0

If the equipment does not require any license, customers must prepare a letter certifying that "the shipment is NOT subject to Licensing Control". Please click here to view the sample letter.

Upon shipment, please notify HKCOLO via email for the shipping details, Carrier's name/Forwarder's name, no. of package, tracking number etc. Meanwhile send the Airway Bill, invoice and the "no licensing control" letter (if applicable) to HKCOLO by fax on (852) 2563 8246 for the shipment follow up.

Import Declaration Application for shipment arrival Hong Kong

By HK government law, as the consignee, HKCOLO has to lodge an import declaration application with the Custom (Census and Statistic dept) for the received shipment.

Under the Import and Export (Registration) Regulations, Chapter 60, every person who imports or exports any article, is required to lodge an accurate and complete import/export declaration within 14 days after the importation/exportation of the articles with the Commisioner of Customs and Excise. Otherwise, a penalty charge will be required to be paid. Prosecution may be initiated against any person who fails to lodge the required declaration, or knowingly or recklessly lodges any declaration that is inaccurate in any material. The Commissioner of Customs and Excise has also authorised specific officers of the Census and Statistic Dept to enforce the regulations relating to the ledgment of accurate and complete import/export declarations.

The categories of exempted articles as stipulated in regulation 3 of the Import and Export Registration) Regulations are as follows:

  • Any article valued at less than HK$1,000 (about USD128), which consists solely of a sample of any product and is intended, to the satisfaction of the Commissioner, to be used for the purpose of advertising the article of which it is a sample.

  • Any article which consists solely of, and is marked clearly as, advertising material and which is supplied free of charge.

For details, please have a look at the Customs and Excise Department website: http://www.customs.gov.hk/eng/major_declaration_statutory_e.html.


2.
What is the procedure if customers would like to deliver their equipment to HKCOLO via the Cargo Lift?
If a customer would like to book the Cargo Lift for equipment delivery, please send a work appointment form to us by fax on (852) 2563 8246. Write down "Cargo Lift required" in the remark section on the appointment form. Please note that the cargo lift only operates during office hours.

3.
How can I contact HKCOLO for a quote or another request ?
In order to provide the best quality support to you, we will do everything we can to meet and exceed your expectations.

In general, all requests can be made via our hotline on (852) 2187 3088 and we will pass your request to the related parties. However we encourage you to send an email to us as we can track the request and ensure a timely and appropriate response.
General Enquiries
Email cs@hkcolo.com
Sales Enquiries/ Quotations or Job Requests
Email enquiry@hkcolo.com
Job Order Enquiries
Email order.admin@hkcolo.com
Technical Support
Email support@hkcolo.com
Marketing/ Promotion Enquiries
Email Marketing@hkcolo.com

For urgent technical matters, please refer to our escalation procedure.


4.
Can any tools be borrowed from HKCOLO's site?
A handcart with monitor, keyboard, mouse, cable and other simple tools has been prepared for customers. Please contact our duty officers if necessary.

5.
What facilities does HKCOLO's colocation site offer?
Cabinet Size:
Standard 19" rack - 800mm x 600mm x 42U (D x W x H)
(23" rack can be provided with a special order at an extra cost)
Electricity:
Uninterrupted Power Supply with a backup generator
AC Power Supply with voltage 220/380VAC 50Hz
DC Power Supply with different power ratings from 10A to 100A, single or dual feed
(Standard 19" rack included a single feed 13A AC power with 12 socket outlet. DC power and additional AC power can be provided at an extra cost.)
For other facilities, please refer to our Technical Specifications.

6.
What kinds of terminal blocks does 4Pairs/25Pairs Cat5 cable terminate at a cabinet?
Patch Panel, Krone Module or DSX Panel etc...

7.
Does HKCOLO provide remote-hand service for customers?
Yes. Our 24 x 7 duty engineer can provide remote-hand service such as equipment reset, loopback test etc...

8.
Does HKCOLO provide IP transit bandwidth for customers?
Yes. HKCOLO is offering IP transit bandwidth from several providers to customers. This would be ideal for customers who need IP transit bandwidth for backup, diversity and in case of an emergency. Normally, 8 IP addresses will be provided to customers. Backup route and BGP are supported in the IP transit service. HKCOLO will take action immediately once a customers' IP transit service goes down.

9.

How many IP addresses I can get if I order 1M IP transit bandwidth from HKCOLO?
8 IP addresses will be provided to customers if the customer orders 1M IP transit bandwidth from HKCOLO. Network ID, Broadcast and Gateway occupied 3 IP addresses. The remaining 5 IP addresses can be used by the customer.
10.
What is the procedure to order a Cat 5 cable for my cabinet ? How soon can installation be complete?
You can send an email to our enquiry team at enquiry@hkcolo.com for the cable quotation.On receipt of the inquiry, our enquiry team will send you the Requisition Form for Work (quotation) for your order confirmation.
For completion time, please refer to our SLA.

11.
What is the Work Appointment Form and the Requisition Form for Work and what are they for?
The Work Appointment Form is for your job order application, e.g. visit access, local loop installation, interconnection, line fault maintenance and equipment removal.
The Requisition Form for Work is for making orders only, eg. cables, AC/DC power feeds and technical support service etc.
   

12.
Could we keep a battery pack in our cabinet for emergency backup?
For safety purpose, any combustible or exposive items are not allowed to store inside the cabinet.
HKCOLO provides power supply from reliable Uninterrupted Power Supply system which is also 100% backup by standby generator.
                           
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