BUSINESS NETWORK TERMS
Business Network Operator Terms & SLAs
Network-specific terms for business services
These terms and service levels apply to PacketSky business connectivity services delivered over third-party fibre, wireless, LTE or other network operator infrastructure.
Business Network Operator Terms & SLAs
This document sets out the network operator terms, service levels and network-specific conditions that may apply to PacketSky business connectivity services.
Because business services may be delivered over third-party fibre, wireless, LTE or other network infrastructure, installation timelines, fault resolution, service levels, cancellation rules and support processes may differ depending on the relevant service type and network operator.
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:
- Restart the networks ONT & the router;
- Confirm which lights are on/off/flashing on the ONT & Router
- Provide an image of the ONT & router lights (Optional).
- 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: 01/06/2025
Broadband
| Information | Terms |
| MTTR | 8 Hours |
| SLA | Best Effort |
| Max Build Distance | 8 meters. DFA Connected Buildings. |
| Special Build Cost | N/A |
| Aggregation Allowed | No |
| Downgrades | After term. R500.00 (excl. VAT) |
| Upgrades | Yes – R500.00 (excl. VAT) |
| Annual Price Adjustments |
Pricing is subject to annual increases implemented by DFA. These increases apply to both in-term and out-of-term services and are typically effective in April each year. Customers will be notified in advance of any such adjustments once communicated to us by DFA. |
| Renewal Term (Automatic) |
The contract auto-renews on a month-to-month basis at the end of the initial term unless renewed or cancelled in writing. Upon expiry, services will be charged at the prevailing out-of-term rate as determined by DFA, unless the customer formally renews to a new fixed-term agreement. These out-of-term rates are set by DFA and may differ from the original contract rate. |
| Cancellation Notice |
To cancel at the end of the initial term, a minimum of 3 calendar months’ written notice is required. If no notice is received, the service continues on a month-to-month basis at the relevant out-of-term rate, and a standard one-month notice period will apply for cancellation thereafter. Early termination fees apply if cancellation occurs during the initial fixed term. |
| 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 |
| Annual Price Adjustments |
Pricing is subject to annual increases implemented by DFA. These increases apply to both in-term and out-of-term services and are typically effective in April each year. Customers will be notified in advance of any such adjustments once communicated to us by DFA. |
| Renewal Term (Automatic) |
The contract auto-renews on a month-to-month basis at the end of the initial term unless renewed or cancelled in writing. Upon expiry, services will be charged at the prevailing out-of-term rate as determined by DFA, unless the customer formally renews to a new fixed-term agreement. These out-of-term rates are set by DFA and may differ from the original contract rate. |
| Cancellation Notice |
To cancel at the end of the initial term, a minimum of 3 calendar months’ written notice is required. If no notice is received, the service continues on a month-to-month basis at the relevant out-of-term rate, and a standard one-month notice period will apply for cancellation thereafter. Early termination fees apply if cancellation occurs during the initial fixed term. |
| Other Once-Off Costs | As per FNO. Confirmed on request. |
| Relocation | Quote based on site survey |
Helios
| 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 |
| Annual Price Adjustments |
Pricing is subject to annual increases implemented by DFA. These increases apply to both in-term and out-of-term services and are typically effective in April each year. Customers will be notified in advance of any such adjustments once communicated to us by DFA. |
| Renewal Term (Automatic) |
The contract auto-renews on a month-to-month basis at the end of the initial term unless renewed or cancelled in writing. Upon expiry, services will be charged at the prevailing out-of-term rate as determined by DFA, unless the customer formally renews to a new fixed-term agreement. These out-of-term rates are set by DFA and may differ from the original contract rate. |
| Cancellation Notice |
To cancel at the end of the initial term, a minimum of 3 calendar months’ written notice is required. If no notice is received, the service continues on a month-to-month basis at the relevant out-of-term rate, and a standard one-month notice period will apply for cancellation thereafter. Early termination fees apply if cancellation occurs during the initial fixed term. |
| 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
Frogfoot
Broadband
| Information | Terms |
| MTTR | 8 Hours |
| SLA | Best Effort |
| Max Build Distance | 8 meters. DFA Connected Buildings. |
| Special Build Cost | N/A |
| Aggregation Allowed | No |
| Downgrades | After term. R500.00 (excl. VAT) |
| Upgrades | Yes – R500.00 (excl. VAT) |
| Renewal Term (Automatic) | The contract auto-renews on a month-to-month basis after the initial term |
| Cancellation Notice | To cancel at the end of the term, a 3-month prior notice is required. If no notice is given, the contract renews month-to-month, and a standard one-month notice applies thereafter. (Early termination fees apply before term completion.) |
| Other Once-Off Costs | As per FNO. Confirmed on request. |
| Relocation | Quote based on site survey |
Broadband Lite/Broadband Plus
| Information | Terms |
| MTTR | Best Effort |
| SLA | Best Effort |
| Max Build Distance | Confirmed on request |
| Special Build Cost | N/A |
| Aggregation Allowed | No |
| Downgrades | Not during initial term. R500.00 (excl. VAT) |
| Upgrades | Yes – R500.00 (excl. VAT) |
| Renewal Term (Automatic) | The contract auto-renews on a month-to-month basis after the initial term |
| Cancellation Notice | To cancel at the end of the term, a 3-month prior notice is required. If no notice is given, the contract renews month-to-month, and a standard one-month notice applies thereafter. (Early termination fees apply before term completion.) |
| Other Once-Off Costs | As per FNO. Confirmed on request. |
| Relocation | Quote based on site survey |
Business
| Information | Terms |
| MTTR | 8 Hours |
| SLA | Best Effort |
| Max Build Distance | Confirmed on request |
| Special Build Cost | N/A |
| Aggregation Allowed | No |
| Downgrades | Yes – R500.00 (excl. VAT) |
| Upgrades | Yes – R500.00 (excl. VAT) |
| Renewal Term (Automatic) | The contract auto-renews on a month-to-month basis after the initial term |
| Cancellation Notice | To cancel at the end of the term, a 3-month prior notice is required. If no notice is given, the contract renews month-to-month, and a standard one-month notice applies thereafter. (Early termination fees apply before term completion.) |
| Other Once-Off Costs | As per FNO. Confirmed on request. |
| Relocation | Quote based on site survey |
Business Premium
| Information | Terms |
| MTTR | 8 Hours |
| SLA | 99.5% |
| Max Build Distance | Confirmed on request |
| Special Build Cost | N/A |
| Aggregation Allowed | No |
| Downgrades | Yes – R500.00 (excl. VAT) |
| Upgrades | Yes – R500.00 (excl. VAT) |
| Renewal Term (Automatic) | The contract auto-renews on a month-to-month basis after the initial term |
| Cancellation Notice | To cancel at the end of the term, a 3-month prior notice is required. If no notice is given, the contract renews month-to-month, and a standard one-month notice applies thereafter. (Early termination fees apply before term completion.) |
| 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) | The contract auto-renews on a month-to-month basis after the initial term |
| Cancellation Notice | To cancel at the end of the term, a 3-month prior notice is required. If no notice is given, the contract renews month-to-month, and a standard one-month notice applies thereafter. (Early termination fees apply before term completion.) |
| Other Once-Off Costs | As per FNO. Confirmed on request. |
| Relocation | Quote based on site survey |
Helios
| 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) | The contract auto-renews on a month-to-month basis after the initial term |
| Cancellation Notice | To cancel at the end of the term, a 3-month prior notice is required. If no notice is given, the contract renews month-to-month, and a standard one-month notice applies thereafter. (Early termination fees apply before term completion.) |
| 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 |
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 |