Technical Support Solutions (TSS) t/a TSS Connect

By selecting “I Accept” when submitting your internet service application, you confirm that you have read, understood and agree to the following Terms & Conditions.

1. FIBRE INSTALLATION & ACTIVATION

FTTH (Fibre-to-the-Home): Fibre installations generally take approximately 7–10 working days, subject to the availability and scheduling of the relevant Fibre Network Operator (FNO). The installation and activation date cannot be guaranteed by TSS, as fibre installation and activation are performed by third-party FNOs.

FTTB (Fibre-to-the-Business): FTTB installation timelines cannot always be confirmed in advance and are dependent on the relevant FNO, building infrastructure, access, permissions and technical requirements. TSS will communicate updates received from the relevant FNO as reasonably possible.

2. FNO SERVICE LEVELS

Fibre services may be provided using a third-party Fibre Network Operator. The applicable SLA (Service Level Agreement) is determined by the FNO providing the fibre infrastructure in your area. TSS cannot be held responsible for delays, outages, installation times, repair times or service delivery matters caused by or attributable to the FNO or other third-party infrastructure providers. TSS will assist with logging and following up faults where reasonably possible.

3. FIBRE PRICING

Fibre pricing may change from time to time due to price increases or changes implemented by Fibre Network Operators or other third-party providers. Where applicable, TSS will communicate material changes to the Customer.

4. MONTHLY PAYMENTS

TSS internet services are not a prepaid service. Your account will be invoiced monthly until the service is formally cancelled in accordance with these Terms & Conditions. Your payment is due by the 1^st of each month.

Late payments reflecting after the 3^rd of the month can result in suspension and a reactivation fee of R75.

Where an account remains unpaid and the service is suspended or cancelled due to non-payment, TSS reserves the right to take reasonable steps to recover all outstanding amounts. This may include issuing a letter of demand and where permitted by applicable South African law and subject to the requirements of applicable credit and consumer legislation, submitting or recording adverse payment information with a registered credit bureau. The Customer remains liable for all lawful recovery costs and outstanding amounts.

5. CANCELLATION & NOTICE PERIOD

A full calendar month’s written notice is required to cancel an internet subscription. Cancellation does not remove the Customer’s responsibility for any outstanding amounts, applicable notice-period charges, installation clawbacks, equipment charges or other fees due to TSS. The account must be fully paid and up to date before cancellation can be finalised.

Cancelation of contract term services will result in buying out the months left on the contract term. This term and amount will be confirmed in writing and client will need to confirm this before cancellation is accepted.

6. INSTALLATION FEES & CONTRACT PERIODS

Where the full installation fee is paid, the service will be provided on a month-to-month basis, subject to the required cancellation notice. Cancellation notice is a full calendar month.

Where TSS provides a free, discounted or subsidised installation, the service will be subject to a 24-month contract/clawback period, unless otherwise stated on the quotation or application.

If the Customer cancels the service during the applicable 24-month period, the full applicable installation fee will become payable before cancellation can be finalised. The installation clawback is separate from any monthly subscription, cancellation notice period or other outstanding amounts.

7. WIRELESS SERVICES

Wireless services are dependent on factors including coverage, signal strength, line-of-sight, network capacity, interference, weather, equipment and the surrounding environment.

TSS therefore cannot guarantee a specific wireless speed or uninterrupted wireless connectivity where such factors are outside TSS’s reasonable control.

8. EQUIPMENT

All equipment supplied by Technical Support Solutions (TSS) remains the property of TSS unless specifically agreed otherwise in writing. Customers are responsible for taking reasonable care of TSS-owned equipment.

TSS will require the uninstall and return of its equipment when a service is cancelled or terminated. Lost, damaged or unreturned TSS equipment will be charged to the Customer at the applicable replacement cost.

The installation fee paid at the start of service is not for hardware/equipment it is only for the time that the technician spent for the installation.

9. CUSTOMER-OWNED EQUIPMENT

Customers may use their own routers or networking equipment where technically compatible. TSS accepts no responsibility for equipment failure, compatibility issues, configuration problems or service interruptions caused by Customer-owned equipment. Technical support relating to Customer-owned equipment will be subject to an additional charge.

10. SERVICE INTERRUPTIONS

Internet services may occasionally be interrupted due to maintenance, network faults, fibre cuts, power failures, equipment failures, theft, third-party outages or circumstances outside TSS’s reasonable control. TSS will make reasonable efforts to restore services as soon as reasonably possible. Where the interruption relates to an FNO or third-party network, the applicable FNO SLA and restoration processes will apply.

11. CUSTOMER RESPONSIBILITIES

The Customer must inform TSS as soon as reasonably possible of any failure, damage, loss or theft of any equipment belonging to TSS. The Customer may be liable for the repair or replacement costs of TSS-owned equipment where the damage, loss or theft is attributable to the Customer’s negligence, misuse or failure to take reasonable care of the equipment.

12. CONFIDENTIALITY & LIABILITY

TSS will keep Customer information confidential and will only use such information to the extent reasonably necessary to provide, administer, support, maintain and manage the services supplied to the Customer, or where required or permitted by applicable law. TSS will take reasonable steps to protect Customer information from unauthorised access, use, disclosure or loss. Customer information will not be disclosed to third parties except where reasonably necessary to deliver the service, including to relevant Fibre Network Operators, service providers or technical partners, or where required or permitted by law.

TSS will make reasonable efforts to protect a customers information and to provide and maintain the Customer’s internet service but cannot guarantee uninterrupted or error-free service. To the extent permitted by South African law, TSS will not be responsible for indirect or consequential losses resulting from service interruptions, third-party network failures, FNO delays, loss of connectivity, loss of business, loss of profits, loss of data or a customer information leak.

13. CHANGES TO TERMS & CONDITIONS

TSS reserves the right to update these Terms & Conditions from time to time. Where material changes are made, TSS will communicate such changes through appropriate channels.

14. GOVERNING LAW

These Terms & Conditions are governed by the laws of the Republic of South Africa.

• Provide accurate contact and billing information.
• Make all payments by the applicable due dates.
• Provide reasonable access to the premises when required for installation, maintenance or repairs.
• Take reasonable care of all TSS-owned equipment.
• Not tamper with, damage or interfere with network or fibre infrastructure.
• Use the internet service lawfully and responsibly.