FTTH Network Operator Terms & SLAs

Fibre to the Home Network Operators Service Levels & Specific Terms

Latest Update: 01/11/2022

General Overview

PacketSky partners with various Fibre Network Operators (“FNOs”) in order to offer our home fibre services (“FTTH”). 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.

Therefore, should there be a fault on the FNOs infrastructure or devices, PacketSky is unable to directly attend to these faults or fix any issues, as we are not involved in the operations of these Networks. We do however contact the FNOs on your behalf, log tickets with their network engineers and follow up on existing faults, in order to ensure your service interruption is kept to a minimum.

PacketSky Home Fibre SLA

FTTH Service Levels & Support

Home fibre is a best effort service, and PacketSky offers back to back SLAs with your selected FNO. PacketSky is therefore unable to provide a refund or credit as a result of service downtime, performance issues or direct, indirect or consequential damages or losses of any kind (i.e. caused by any third parties, including but not limited to infrastructure breaks, maintenance or backhaul issues experienced on an FNOs network).

PacketSky offers 24/7 support, however it is important to note that FNOs generally follow standard business hours and do not attend to faults over weekends or public holidays. Response and repair times vary from FNO to FNO but can take up to two weeks depending on the failure experienced. Fibre Network Operator SLAs can be viewed below or are available on request.

Equipment

PacketSky provides a free to use MikroTik router to our customers in order to offer Wi-Fi access. This router has additional advantages which allows us to access the device remotely and adjust various settings if necessary, including those related to Wi-Fi. These routers also allow us to provide remote support to our customers and pro-actively monitor your line. 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 in each home. 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 the home. We do however do our best to ensure you receive the highest quality Wi-Fi possible on the router provided. 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 within your home.

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. 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. 

Clearaccess

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Evotel

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FibreSuburb

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R299.00 per upgrade or downgrade.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Frogfoot

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame (5 business days).

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

MTN

‘FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R410.00 per downgrade. No upgrade fee.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Other Fees

Additional Trenching Fees (only applicable to new installations): R185.00 per linear meter.

MTN’s standard installation fee includes costs of trenching up to a maximum of 8 linear meters. Where further trenching is required in any installation, such trenching shall be charged as per above.

Netstream

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Downgrades must be requested on or before the 14th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month. Any downgrades requested after the middle of the month will only be implemented at the end of the next month by Netstream.

OpenFibre

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Downgrades must be requested on or before the 14th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month. Any downgrades requested after the middle of the month will only be implemented at the end of the next month by OpenFibre.

Openserve

 FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R150.00 per upgrade or downgrade.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Other Fees

Unnecessary Call Out Fee – R1,725.00.

Should a fault be reported and an Openserve technician attends to the fault at a Customers residence, and the fault is identified as a Customer error (e.g. Ethernet or power cable unplugged)  or Customer hardware failure (e.g. router storm or surge damage), Openserve will charge an Unnecessary Call Out Fee. Should the fault be related to the Openserve network or Openserve equipment, no call out fee will be charged by Openserve.

SADV

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

TT Connect

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R115.00 per upgrade or downgrade.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Other Fees

Additional Trenching Fees (only applicable to new installations): R172.00 per meter.

TT Connects standard installation fee includes costs of trenching up to a maximum of 15 meters from the TT Connect Network to the clients termination point. Where further trenching is required in any installation, such trenching shall be charged as per above.

Vodacom

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable. Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Vumatel

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R575.00 per downgrade.

Vumatel has implemented a downgrade fee that is applicable for the downgrade of any service. Should a Customer upgrade their previously downgraded service within three calendar months of the downgrade being effective, PacketSky will refund the downgrade fee with a credit on the Customers account, providing the Customer doesn’t cancel their service within two months of the upgrade becoming effective. Refunds are limited to one upgrade per Customer service.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.