Business
Network Terms
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General Overview

PacketSky partners with various Fibre Network Operators (“FNOs”) in order to offer our business services. The FNOs manage and maintain the physical network infrastructure (fibre cables, ONT, etc), whilst PacketSky makes use of this infrastructure to provide you with an internet service.

PacketSky is reliant on the Network Operators physical infrastructure to provide our internet services. Should a fault occur, PacketSky will liaise with the Network Provider directly in order to ensure the fault is resolved expeditiously. The SLA between PacketSky and the Customer is on a back-to-back basis with the Network Provider.

Please note that PacketSky is only responsible for providing internet services to the terminating device. Should you be experiencing issues on your local network, whether Wi-Fi or otherwise, a local area network specialist will be able to assist. Our team will be able to recommend a LAN specialist company that would best fit your needs.

PacketSky Business SLAs

FTTB Service Levels & Support

FNO support centres and technicians require certain information in order to open a support ticket to investige a service related issue. Without this initial first level check, response times and resolution may be delayed.

Based on the above, PacketSky requires Customers to perform First Line Support Checks (FLSCs), which includes basic information that we cannot assess remotely.

When logging a ticket via the Customer Portal or telephonic support, please ensure to have the required information on hand.

The required FLSCs are as follows:

  1. Restart the networks ONT & the router;
  2. Confirm which lights are on/off/flashing on the ONT & Router
  3. Provide an image of the ONT & router lights (Optional).
  4. Name and contact details of onsite contact should access be required by the FNO

Response, restoration and resolution times shall be calculated from the time of the logging of the incident by the Customer, with the required FLSCs, which shall also be deemed to be the time that it is logged by PacketSky with the FNO.

PacketSky offers 24/7 support, however it is important to note that FNOs generally follow standard business hours and may not attend to faults over weekends or public holidays. Response and repair times vary from FNO to FNO. Fibre Network Operator SLAs can be viewed below.

Equipment

Should you make use of your own router, PacketSky will not be held liable for degraded services or failure of services as a result of your personal hardware.

Wireless Signal (Wi-Fi)

Due to the nature of Wi-Fi technology, the strength of a routers wireless signal cannot be guaranteed as this is susceptible to interference, which is different at every location. PacketSky’s responsibility is to ensure the speed of your line to the router approximates your selected service speed, however we cannot and do not guarantee full coverage of Wi-Fi within a premises. Should a single router not provide sufficient wireless coverage, we are able to recommend additional hardware or local area network providers who can assist with various options for the extension of Wi-Fi.

General Provisions

PacketSky and the Fibre Network Operators reserve the right to amend the Service Level Agreements from time to time. Any new version will be displayed on our Website together with the date on which it will become effective. It is your obligation to visit our website on a regular basis in order to determine whether any amendments have been made. After completion of the intiail contract period, any use by you of the PacketSky services after the effective date of any such amendment, shall be deemed to constitute acceptance by you of such amendment.

Comsol

Latest Update: 17/07/2023

CX Failover

Information Terms
MTTR 4 Hours
SLA 99.00%
Aggregation Allowed Yes
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

CX Microwave

Information Terms
MTTR 4 Hours
SLA 99.00%
Aggregation Allowed Yes
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

CX+ Microwave

Information Terms
MTTR 4 Hours
SLA 99.00%
Aggregation Allowed Yes
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
Dark Fibre Africa (DFA)

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR 8 Hours
SLA Best Effort
Max Build Distance 8 meters. DFA Conneted Buildings.
Special Build Cost N/A
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Enterprise

Information Terms
MTTR 4 Hours
SLA 99.50%
Max Build Distance Varies
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
DNAtel

Latest Update: 01/01/2024

Broadband

Information Terms
MTTR 48 Hours
SLA 99.50%
Max Build Distance As per feasibility
Estimated Delivery Time 14 Days
Aggregation Allowed No
Downgrades R750.00 excl. VAT. Calendar months notice required.
Upgrades No Charge. Calendar months notice required.
Renewal Term (Automatic) Calendar month
Other Once-off Fees • Call-out Fee: R1,250.00
• Indoor Transfer: R1,500.00
• Damanged ONT/Splicing/Drop Cable: R1,750.00

Business

Information Terms
MTTR 12 Hours
SLA 99.50%
Max Build Distance As per feasibility
Estimated Delivery Time 7 Days
Aggregation Allowed No
Downgrades R750.00 excl. VAT. Calendar months notice required.
Upgrades No Charge. Calendar months notice required.
Renewal Term (Automatic) Calendar month
Link Relocation • Call-out Fee: R1,250.00
• Indoor Transfer: R1,500.00
• Damanged ONT/Splicing/Drop Cable: R1,750.00

Enterprise

Information Terms
MTTR 4 Hours
SLA 99.50%
Max Build Distance As per feasibility
Estimated Delivery Time 3 Days
Aggregation Allowed No
Downgrades R2,500.00 excl. VAT. Calendar months notice required.
Upgrades R2,500.00 excl. VAT. Calendar months notice required.
Renewal Term (Automatic) Calendar month
Link Relocation • Call-out Fee: R1,250.00
• Indoor Transfer: R1,500.00
• Damanged ONT/Splicing/Drop Cable: R1,750.00
Evotel

Latest Update: 07/01/2024

Broadband

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance N/A
Special Build Cost N/A
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

 

Frogfoot

Latest Update: 17/07/2023

Connected

Information Terms
MTTR 8-48 Hours Dependent on Severity
SLA Best Effort
Max Build Distance Nil – Connected Buildings
Special Build Cost N/A
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Month-to-Month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

On-Net

Information Terms
MTTR 8-48 Hours Dependent on Severity
SLA Best Effort
Max Build Distance Quote based on site survey
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Month-to-Month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
Link Africa

Latest Update: 17/07/2023

Connect-Broadband

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance Nil – Connected Buildings
Special Build Cost R300 per additional meter over 120 meters, up to 2km
Estimated Delivery Time • On-net: 30 Days
• Build Required: 90 Days
• Special Build: 120 Days
Aggregation Allowed No
Downgrades Downgrades are not allowed during the Initial Term
Upgrades All Upgrades within the Initial Term will renew the Service Agreement for a minimum of 12 months, or the remainder of the Initial Term, whichever is higher
Renewal Term (Automatic) Calendar month
Link Relocation Quote based on site survey

Business

Information Terms
MTTR 12 Hours
SLA 98.40%
Max Build Distance 120 meters
Special Build Cost R300 per additional meter over 120 meters, up to 2km
Estimated Delivery Time • On-net: 30 Days
• Build Required: 90 Days
• Special Build: 120 Days
Aggregation Allowed No
Downgrades Downgrades are not allowed during the Initial Term
Upgrades All Upgrades within the Initial Term will renew the Service Agreement for a minimum of 12 months, or the remainder of the Initial Term, whichever is higher
Renewal Term (Automatic) Calendar month
Link Relocation Quote based on site survey

Enterprise

Information Terms
MTTR 4 Hours
SLA 99.50%
Max Build Distance 120 meters
Special Build Cost R300 per additional meter over 120 meters, up to 2km
Estimated Delivery Time • On-net: 30 Days
• Build Required: 90 Days
• Special Build: 120 Days
Aggregation Allowed Yes
Downgrades Downgrades are not allowed during the Initial Term
Upgrades All Upgrades within the Initial Term will renew the Service Agreement for a minimum of 12 months, or the remainder of the Initial Term, whichever is higher
Renewal Term (Automatic) Calendar month
Link Relocation Quote based on site survey

Liquid Telecoms

Latest Update: 17/07/2023

NeoLite

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance Nil – Connected Buildings
Special Build Cost N/A
Aggregation Allowed No
Downgrades Yes, penalties if still in contract term
Upgrades Allowed(48 Hour Turn Around)
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

NeoCarrier

Information Terms
MTTR 4 Hours
SLA 99.00%
Max Build Distance 30 meters
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades Yes, penalties if still in contract term
Upgrades Allowed(48 Hour Turn Around)
Renewal Term (Automatic) 24 Months
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Enterprise Metro/National

Information Terms
MTTR 4 Hours
SLA 99.00%
Max Build Distance 88 meters
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades Yes, penalties if still in contract term
Upgrades Allowed
Renewal Term (Automatic) 24 Months
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
MetroFibre

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR 24 Hours
SLA Best Effort
Max Build Distance 15 meters
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No downgrades within contract period
Upgrades Yes, billed pro-rata
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Premium Bronze

 

Information Terms
MTTR 7 Hours
SLA 99%
Max Build Distance Varies
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No downgrades within contract period
Upgrades Yes, billed pro-rata
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
MFibre

Latest Update: 17/07/2023

Dedicated Fibre

Information Terms
MTTR – Major Faults • 5-10mbps: Next Business Day
• 20-1000mbps: 4-8 Business Hours
MTTR – Minor Faults • 5-10mbps: 48 Business Hours
• 20-1000mbps: 24 Business Hours
SLA • 5-10mbps: Best Effort
• 20-1000mbps: 99.5%
Aggregation Allowed No
Downgrades R2,500.00
Upgrades Yes: Calendar months notice
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R550.00
• Termination Box: R100.00
• Fly Lead (1m): R50.00
• ONT: R1,500.00
• ONU: R3,500.00
• Drop Cable: R1,500.00
Relocation Quote based on site survey

Octotel

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR 8 Business Hours
SLA 99.0%
Max Build Distance N/A
Special Build Cost No special builds
Aggregation Allowed No
Downgrades No downgrades within contract period
Upgrades Yes, billed pro-rata
Renewal Term (Automatic) 24 Months
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
MTN

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance N/A
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Business Uncapped Wireless

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance N/A
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Licensed Microwave (PTMP/PTP)

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance N/A
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs

Damaged/Lost Radio: R2,000.00 excl. VAT.

Site Survey (if required): R950.00 excl. VAT

Decommissioning Fee: R650.00 excl. VAT

Support Call-Out Fees: R650.00 excl. VAT (1-50km from Vendor/PacketSky offices & 30 minutes on-site)

Other costs as per FNO. Confirmed on request.

Relocation Quote based on site survey

 

Business/Business Premium Uncapped F-LTE

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance N/A
Special Build Cost N/A
Aggregation Allowed No
Downgrades No (Requires new service)
Upgrades No (Requires new service)
Speeds
Up to the quoted speed, dependent on signal strength and network conditions
Service Availability
Service availability is subject to network infrastructure and may be impacted by factors such as load shedding, power outages, or theft. While we strive to maintain continuous service, outages may occur beyond our control.
Renewal Term (Automatic) Calendar month
Fair Usage Policy (Business Premium Uncapped)

10/10Mbps – FUP: 700GB / Limited to 5Mbps

20/20Mbps – FUP: 1TB / Limited to 10Mbps

Fair Usage Policy (Business Uncapped)

5/5Mbps – FUP: 300GB / Limited to 2Mbps

10/10Mbps – FUP: 400GB / Limited to 2Mbps

20/20Mbps – FUP: 600GB / Limited to 4Mbps

Other Once-Off Costs

Damaged/Lost Router: R4,200.00 excl. VAT.

Site Survey (if required): R500.00 excl. VAT

Support Call-Out Fees: R650.00 excl. VAT (1-50km from Vendor/PacketSky offices & 30 minutes on-site)

Other costs as per network provider. Confirmed on request.

Relocation This service is fixed to the specified address and cannot be relocated to another location. A relocation quote can be provided on request.
OpenFibre

Latest Update: 17/07/2023

Dedicated Fibre

Information Terms
MTTR – Major Faults • 5-10mbps: Next Business Day
• 20-1000mbps: 4-8 Business Hours
MTTR – Minor Faults • 5-10mbps: 48 Business Hours
• 20-1000mbps: 24 Business Hours
SLA • 5-10mbps: Best Effort
• 20-1000mbps: 99.5%
Aggregation Allowed No
Downgrades R2,500.00
Upgrades Yes: Calendar months notice
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R550.00
• Termination Box: R100.00
• Fly Lead (1m): R50.00
• ONT: R1,500.00
• ONU: R3,500.00
• Drop Cable: R1,500.00
Relocation Quote based on site survey
Openserve

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance 8 Meters
Special Build Cost R175.00 to R220.00 per additional meter, quoted prior to install
Aggregation Allowed No
Downgrades R150.00
Upgrades R150.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Unnecessary Call Out Fee: R1,500.00
• Up-Front Fee Recovery: R500.00 (if service cancelled within first 6 months)
Acceptable Usage Policy N/A
Relocation Quote based on site survey

Business Premium

Information Terms
MTTR 8 Hours
SLA Best Effort
Max Build Distance 8 Meters
Special Build Cost R175.00 to R220.00 per additional meter, quoted prior to install
Aggregation Allowed No
Downgrades R150.00
Upgrades R150.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Unnecessary Call Out Fee: R1,500.00
• Up-Front Fee Recovery: R500.00 (if service cancelled within first 6 months)
Acceptable Usage Policy N/A
Relocation Quote based on site survey

Space Connect

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance N/A
Special Build Cost N/A
Aggregation Allowed No
Downgrades R500.00
Upgrades R500.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Decommissioning Fee: R2,500.00 (3 Year Term)
• Relocation Fee (at same site): R2,500.00
• Unnecessary Call Out Fee: R1,500.00
Acceptable Usage Policy • 5/1mbps: 200GB (Thereafter 1/1mbps)
• 10/1.25mbps: 300GB (Thereafter 2/1.25mbps)
• 20/2.5mbps: 500GB (Thereafter 4/2.5mbps)
Relocation Quote based on site survey

Purple Forest

Latest Update: 17/07/2023

Broadband Standard

Information Terms
MTTR 48 Hours
SLA 93.30%
Aggregation Allowed No
Downgrades R999.00
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Broadband Bronze

Information Terms
MTTR 36 Hours
SLA 95.00%
Aggregation Allowed No
Downgrades R999.00
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Active Ethernet Silver

Information Terms
MTTR 7 Hours
SLA 99.00%
Aggregation Allowed No
Downgrades R1,999.00
Upgrades R999.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Ethernet Platinum

Information Terms
MTTR 6 Hours
SLA 99.99%
Aggregation Allowed No
Downgrades R1,999.00
Upgrades R999.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
SkyWave

Latest Update: 26/01/2024

SkyWave Broadband Microwave

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance N/A
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs

Damaged/Lost Radio: R2,000.00 excl. VAT.

Site Survey (if required): R950.00 excl. VAT

Decommissioning Fee: R650.00 excl. VAT

Support Call-Out Fees: R650.00 excl. VAT (1-50km from Vendor/PacketSky offices & 30 minutes on-site)

Other costs as per FNO. Confirmed on request.

Relocation Quote based on site survey
Failover Package Specific Terms

The SkyWave Broadband Microwave (Failover) service is designed and intended solely for failover purposes, to be activated only in the event of downtime or issues with the customer’s primary internet connection.

Customers may utilise the service only when their primary internet connection is experiencing downtime, outages, or other connectivity issues. The customer acknowledges and agrees that the primary internet connection must always take precedence over the failover link when both are operational.

PacketSky reserves the right to monitor network usage to ensure compliance with these terms. Any misuse, including the use of the failover link as a primary link, may result in service suspension, termination, or additional fees, as determined by PacketSky.

Customers must maintain documentation of issues with their primary internet connection, which may be requested by PacketSky for verification purposes.

TT Connect

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR Best Effort
SLA Best Effort
Max Build Distance 50 meters
Special Build Cost R250.00 per additional meter
Aggregation Allowed No
Downgrades Not allowed
Upgrades R100.00 – Calendar months notice
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R500.00
• Re-splice: R1,000.00
• Refloat: R3,500.00
• ONT: R2,150.00
• PSU for ONT: R300.00
• Network Cable CAT6: R50.00p/m
Relocation Quote based on site survey

Premium

Information Terms
MTTR 9 Business Hours
SLA 99% average measured over a 12-month period
Max Build Distance 50 meters
Special Build Cost R250.00 per additional meter
Aggregation Allowed No
Downgrades Not allowed
Upgrades R100.00 – Calendar months notice
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R500.00
• Re-splice: R1,000.00
• Refloat: R3,500.00
• ONT: R2,150.00
• PSU for ONT: R300.00
• Network Cable CAT6: R50.00p/m
Relocation Quote based on site survey

VO Connect

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR Best Effort
SLA Best Effort
Symmetrical Upload Best Effort
MW Spectrum At Service Provider Discretion
Aggregation Allowed No
Downgrades R1,500.00
Upgrades R1,500.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R1,500.00
• Labour Rate: R850.00 per hour
Relocation Quote based on site survey

Business

Information Terms
MTTR 12 Hours
SLA 99.00% Network Uptime (Tower/Backhaul)
Symmetrical Upload 100% up to 20Mbps; thereafter 50%
MW Spectrum Licensed/Unlicensed
Aggregation Allowed No
Downgrades R1,500.00
Upgrades R1,500.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R1,500.00
• Labour Rate: R850.00 per hour
Relocation Quote based on site survey

Enterprise

Information Terms
MTTR 8 Hours
SLA 99.50% Network Uptime (Tower/Backhaul)
Symmetrical Upload 100% up to 20Mbps; thereafter 70%
MW Spectrum Licensed
Aggregation Allowed No
Downgrades R1,500.00
Upgrades R1,500.00
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R1,500.00
• Labour Rate: R850.00 per hour
Relocation Quote based on site survey

Back-Up – Business

Information Terms
MTTR 12 Hours
SLA 99.00% Network Uptime (Tower/Backhaul)
Symmetrical Upload 100% up to 20Mbps; thereafter 50%
MW Spectrum Licensed/Unlicensed
Aggregation Allowed No
Downgrades R1,500.00
Upgrades R1,500.00
Renewal Term (Automatic) Confirmed on order (min. Calendar Month)
Other Once-Off Costs • Call out: R1,500.00
• Labour Rate: R850.00 per hour
Relocation Quote based on site survey

Back-Up – Enterprise

Information Terms
MTTR 8 Hours
SLA 99.50% Network Uptime (Tower/Backhaul)
Symmetrical Upload 100% up to 20Mbps; thereafter 70%
MW Spectrum Licensed
Aggregation Allowed No
Downgrades R1,500.00
Upgrades R1,500.00
Renewal Term (Automatic) Confirmed on order (min. Calendar Month)
Other Once-Off Costs • Call out: R1,500.00
• Labour Rate: R850.00 per hour
Relocation Quote based on site survey
Vumatel

Latest Update: 17/07/2023

Broadband

Information Terms
MTTR Best Effort
SLA Best Effort
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades Not allowed
Upgrades Yes – Calendar months notice
Renewal Term (Automatic) Monthly
Other Once-Off Costs • ONT Replacement: R1,500.00
Relocation Quote based on site survey

Waterfall Access Networks

Latest Update: 17/07/2023

Broadband Standard

Information Terms
MTTR 48 Hours
SLA 93.30%
Aggregation Allowed No
Downgrades R999.00
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Broadband Bronze

Information Terms
MTTR 36 Hours
SLA 95.00%
Aggregation Allowed No
Downgrades R999.00
Upgrades Yes
Renewal Term (Automatic) Calendar month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

WeCom

Latest Update: 27/02/2024

Retail

Information Terms
MTTR 8 Hours
SLA 99.0%
Max Build Distance Quote based on site survey
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Month-to-Month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Retail (V&A Precinct)

Information Terms
MTTR 12 Hours
SLA 95.0%
Max Build Distance Quote based on site survey
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Month-to-Month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey

Business

Information Terms
MTTR 8 Hours
SLA 99.0%
Max Build Distance Quote based on site survey
Special Build Cost Quote based on site survey
Aggregation Allowed No
Downgrades No
Upgrades Yes
Renewal Term (Automatic) Month-to-Month
Other Once-Off Costs As per FNO. Confirmed on request.
Relocation Quote based on site survey
Zoom Fibre

Latest Update: 12/07/2024

Broadband

Information Terms
MTTR
48 Business Hours
SLA Best Effort
Aggregation Allowed No
Downgrades R2,000.00
Upgrades Yes: Calendar months notice
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R1,500.00
• Indoor Transfer: R1,500.00
Relocation Quote based on site survey

Premium

Information Terms
MTTR
24 Business Hours
SLA 99.5%
Aggregation Allowed No
Downgrades R2,000.00
Upgrades Yes: Calendar months notice
Renewal Term (Automatic) Calendar month
Other Once-Off Costs • Call out: R1,500.00
• Indoor Transfer: R1,500.00
Relocation Quote based on site survey