2.1 - KONEKT will make every effort to ensure service to the customer.
2.2 - KONEKT will make sure that customers are always notified in advance of any routine maintenance or any planned outages as and when the need may arise.
2.3 - Best-effort services like LTE, Fixed Wireless Broadband and Broadband fibre is subject to the availability of the applicable network operator.
2.4 - Service guarantees can only be given where a customer has opted for a failover internet service supplied by us.
2.5 - KONEKT makes use of the most reputable network operators to sell internet services over, but we can not guarantee the uptime and service levels due to ongoing vandalism and power outages from utilities which happens from time to time.
2.6 - “ONLINE, ALL THE TIME” is an initiative from KONEKT to ensure that we can offer some guarantees by making available primary and secondary failover services via SDWAN and other industry applicable technologies.
2.7 - Any premium SLA service will only be offered where a customer has a failover internet service from KONEKT.
2.8 - Should a customer not have a premium SLA from KONEKT, we cannot be held liable for any losses that you may experience due to network or service down time.
2.9 - KONEKT will not be held liable for home users that “work from home” but do not ensure that they have backup service arrangements with KONEKT.
2.10 - KONEKT is a licensed ISP and while we do not force any contention or fair use policies the networks operators that we make use of may run into service saturation from time to time and KONEKT can not be held liable for any service degradation as and when it happens.
2.11 - Best-effort services will carry a 50% speed availability in peak traffic hours.
2.12 - Dedicated services will carry a 80% speed availability in peak traffic hours.
2.13 - The line speed that you opted for is an “up-to” or maximum available speed for any broadband services.
2.14 - Service testing and speed tests are not constructive and will not be accepted as proof of service availability. Actual testing via anydesk or on-site testing will be the only true reflection of service availability that will be accepted.
2.15 - Customer internal networks are only the responsibility of KONEKT, should the customer accept KONEKT as their LAN (local area network) supplier and service provider or where KONEKT has supplied and installed such equipment.
2.16 - Such service will be rendered as per an applicable service level agreement.

3.1 - Any hardware supplied by KONEKT and not invoiced to the customer specifically will remain the property of KONEKT.
3.2 - Any installation fees or fees charged for the right to use a Tarana CPE does not indicate a sale of equipment to the customer and any such equipment remains the property of KONEKT.
3.3 - Any such hardware that needs to be replaced or repaired will be for the account of KONEKT.
3.4 - Any hardware installed and invoiced to the customer will belong to the customer.
3.5 - Any such hardware to be replaced or repaired will be for the account of the customer.
3.6 - Where such hardware is under warranty with the applicable OEM, KONEKT will facilitate the warranty swap but services charges for callouts and travel may be charged as and where applicable.
3.7 - Any installation done by KONEKT will be checked by the customer and signed off on a job card.
3.8 - Where the customer has not made himself or a representative available for checking and signing off, we will assume that the customer is happy with the installation.
3.9 - KONEKT or its staff cannot be held liable for any loss or damage where the customer has signed off on the installation and work that has been done.
3.10 - A premium SLA is available to all customers at R750.00 excl VAT per month.
3.11 - A premium SLA means that the customer has anytime callout and on-site support at no additional charge.

4.1 - Any repairs done to KONEKT equipment are for the account of KONEKT.
4.2 Any repairs made to equipment that belongs to the customer is for the account of the customer and will be billed accordingly.
4.3 - Should we come out for repairs and find that the customer has unplugged a cable, or not switched on a router or some negligence we will bill a R750.00 ex VAT callout fee.
4.4 - Any on-site repairs or support that is not the fault of KONEKT, its equipment or negligence of its staff, will be liable for call-out fees and professional time billed.

Please log a ticket at support@konektsp.com for all support queries and assistance needed.
5.1 - Online, over-the-air or telephonic support is a value-added service to our customers and free from any charge.
5.2 - Such support is available from Monday to Saturday 8am to 8pm.
5.3 - Business customers with a premium SLA will have the same plus a dedicated support technician to assist from Monday to Sunday 8am to 8pm.
5.4 - On-site support is defined as you needing help with something on your network and will be a billed for service unless we are contracted as your LAN network service provider.
5.5 - When we come to the site to fix our equipment or configurations it is not a billed for service.

6.1 - The customer can cancel the service as per the service term signed and pointed out on the quotation or annexes and addendums to any service contracts.
6.2 - Some services carry a back-to-back service term or leased term, and the customer will be liable for the full term in such case where applicable.
6.3 - Any such service terms or conditions will be clearly marked on your quote/sales order/invoices.
6.4 - Cancelations from the customer will be confirmed by a completed cancelation from that has been accepted by our accounts department or our online portals made available.
6.5 - Any term services that has come to end, will be billed thereafter as month to month and will fall under the 1 calendar month cancelation rule.