Alphaconnect – Master Service Agreement

1. Definitions

• 1.1“Agreement” refers to this document and all service-specific terms, policies, and order forms.
• 1.2“Billing Start Date” means the date your service is activated, used, or deemed ready for use.
• 1.3“Business Day” means Monday to Friday, excluding public holidays.
• 1.4“Charges” means all fees payable for services, including monthly fees, installation costs, call charges, and usage charges.
• 1.5“Customer Data” means personal information and technical data processed as part of service delivery.
• 1.6“Effective Date” means the date the Service Order is accepted by Alphaconnect.
• 1.7“Equipment” means routers, antennas, ONTs, CPE devices, and other equipment supplied by Alphaconnect or the fibre network operator (FNO).
• 1.8“FTTH” means Fibre-to-the-Home service delivered via Openserve.
• 1.9“Wireless Service” means internet services provided via Alphaconnect's wireless towers.
• 1.10“FNO” refers to Openserve, the fibre network operator providing last-mile infrastructure.
• 1.11“Service Order” means the online application or electronic request submitted by you.
• 1.12“Service Term” means a month-to-month contract.
• 1.13“RICA” refers to the Regulation of Interception of Communications Act 70 of 2002.
• 1.14“POPIA” refers to the Protection of Personal Information Act 4 of 2013.
• 1.15“CPA” refers to the Consumer Protection Act 68 of 2008.

2. Service Overview

• 2.1Services are provided on a month-to-month basis.
• 2.2Fibre availability is determined solely by Openserve. Alphaconnect cannot guarantee coverage.
• 2.3Wireless availability depends on line-of-sight, signal quality, and tower capacity.
• 2.4Services may not be resold or extended beyond the installation address without written permission.
• 2.5All services are provided on a best-effort basis unless expressly stated otherwise.

3. Service Activation

• 3.1Alphaconnect will activate your service once installation is completed and testing is successful.
• 3.2The Billing Start Date is the earliest of:
  • The date you start using the service
  • The date we issue a “Ready for Service” notice
  • The date Openserve marks the order as completed
  • The date Wireless equipment installation is completed
• 3.3If you delay installation or activation, billing will still commence once the service is ready for use.

4. Charges and Payment

• 4.1Monthly fees are billed monthly in advance.
• 4.2Usage-based and call charges (VoIP, where applicable) are billed monthly in arrears.
• 4.3Prices may be adjusted on 30 days' notice due to:
  • CPI (inflation-related) increases, or
  • Increases from Openserve or other upstream providers
• 4.4Debit Order Failure: If your debit order fails, a fee of R100 or the bank-charged amount (whichever is higher) will apply.
• 4.5Overdue accounts accrue interest at the maximum rate permitted by the National Credit Act (incidental credit).
• 4.6If any invoice is disputed, you must notify Alphaconnect in writing within 7 days of receipt.

5. Equipment

• 5.1All fibre ONTs belong to Openserve.
• 5.2Wireless antennas and CPEs installed by Alphaconnect remain Alphaconnect's property unless explicitly purchased.
• 5.3You are responsible for safeguarding the equipment from damage, theft, or misuse.
• 5.4If equipment is damaged or lost, replacement costs will be billed to you.
• 5.5Upon cancellation, equipment must be returned, or collection must be arranged within 7 days.

6. Your Obligations

You agree to:

• 6.1Provide Alphaconnect with safe access to your premises for installation and maintenance.
• 6.2Provide valid RICA documents:
  • South African ID or passport
  • Proof of physical address (3 months)
• 6.3Use the services legally and ethically.
• 6.4Not tamper with or relocate installed equipment.
• 6.5Not use the service for spam, malicious activity, or unlawful content.
• 6.6Comply with Alphaconnect's Acceptable Use Policy (AUP).

7. Service Suspension

Alphaconnect may suspend your service if:

• 7.1You fail to pay your account.
• 7.2You breach the AUP, RICA, or any law.
• 7.3Fraud, abuse, or network attacks are suspected.
• 7.4Emergency repairs or maintenance are required.
• 7.5Openserve suspends or interrupts the fibre connection.

8. Service Termination

• 8.1This Agreement is month-to-month and may be cancelled with one full calendar month's notice.
• 8.2Notice must be submitted before the last day of the current month.
• 8.3You remain liable for:
  • All fees up to the final billing date
  • The cost of unreturned or damaged equipment
  • Any Openserve installation or activation fees already incurred (non-refundable)
• 8.4Alphaconnect may terminate the service immediately if you:
  • Provide false RICA information
  • Commit fraud or illegal activity
  • Fail to pay for more than 20 days
  • Threaten network stability

9. Cooling-Off Period (CPA Compliant)

If you order a service online, telephonically, or electronically:

• 9.1You may cancel the service within 5 business days after activation IF:
  • No installation or activation has been done, or
  • No equipment has been installed
• 9.2Installation fees already paid are not refundable, as installation constitutes service delivery.

10. Network Performance & Faults

• 10.1FTTH services rely on Openserve infrastructure. Outages caused by Openserve are beyond Alphaconnect's control.
• 10.2Wireless performance may vary based on weather, obstructions, interference, and tower load.
• 10.3Alphaconnect will use reasonable efforts to:
  • Respond to support requests within 24 hours
  • Prioritise urgent and total-loss faults
  • Liaise with Openserve for escalations
• 10.4No speed, uptime, or latency guarantee applies unless explicitly included in a business SLA.

11. Liability

• 11.1Alphaconnect is not liable for:
  • Loss of profits, revenue, or business
  • Damage to personal equipment
  • Loss caused by Openserve or third-party suppliers
  • Interruptions due to power outages or load-shedding
  • Wireless interference or environmental factors
• 11.2Total liability is limited to one month's service fee.

12. POPIA – Personal Information Processing

• Alphaconnect complies with POPIA and processes your information for:
  • Service activation and delivery
  • Billing and account management
  • RICA verification
  • Fraud prevention
  • Network security
  • Customer support
  • Legal compliance
• Your Rights under POPIA
• You may request:
  • Access to your data
  • Correction of incorrect information
  • Deletion where lawful
  • Objection to direct marketing
  • Record of third-party disclosures
• Data is retained only as long as necessary and destroyed securely.

13. RICA Compliance

• 13.1All customers must be RICA-verified before service activation.
• 13.2We will suspend or terminate service if RICA information is invalid, fraudulent, or missing.
• 13.3Alphaconnect may disclose RICA information to law enforcement only upon valid warrant.

14. Dispute Resolution

• 14.1Log all disputes or complaints with Alphaconnect first:
  • Email: support@alphaconnect.link
• If unresolved after 14 days, you may escalate to ICASA:
  • ICASA Consumer Protection Division
  • Tel: 012 568 3000
  • Email: consumer@icasa.org.za

15. General

• 15.1This Agreement forms the entire contract between Alphaconnect and the Customer.
• 15.2Alphaconnect may update these Terms on 30 days' notice.
• 15.3Failure to enforce any clause does not waive Alphaconnect's rights.
• 15.4South African law governs this Agreement.