Terms and Conditions

1. Acceptance of Terms

By accessing EdgeLink's website, using our services, or entering into a service agreement with us, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

If you do not agree to these terms, you must not use our services or website.

2. Definitions

In these Terms and Conditions, unless the context otherwise requires:

• "Services" means all telecommunications, internet connectivity, CCTV, access control, managed IT, and remote hands services provided by EdgeLink.
• "Customer Premises Equipment" (CPE) means hardware and equipment installed at the customer's location.
• "Service Agreement" means the contract between EdgeLink and the Customer for the provision of services.
• "Fair Usage Policy" (FUP) means EdgeLink's policy governing reasonable use of services.
• "SLA" means Service Level Agreement specifying service performance commitments.
• "POPIA" means the Protection of Personal Information Act, 2013.
• "ICASA" means the Independent Communications Authority of South Africa.
• "Teraco" means Teraco Data Centres where remote hands services are provided.

3. Services Offered

EdgeLink offers the following services:

3.1 Fibre Connectivity

• High-speed fibre internet connections (residential and business)
• Symmetrical upload/download speeds
• Uncapped and capped data options
• Various speed tiers from 25 Mbps to 1 Gbps

3.2 Wireless Connectivity

• Point-to-point wireless links
• Mesh network solutions
• Coverage for areas without fibre infrastructure

3.3 CCTV Surveillance

• Camera installation and configuration
• Network Video Recorder (NVR) setup
• 24/7 monitoring services
• Cloud storage and remote access

3.4 CCTV Hardware as a Service (HaaS)

• Subscription-based CCTV systems
• No upfront hardware costs
• Equipment replacement and maintenance included
• Flexible monthly payment options

3.5 Access Control & Intrusion Detection

• Biometric and card-based access systems
• Time and attendance tracking
• Intrusion alarm systems
• Integration with CCTV systems

3.6 Managed IT Services

• Network design and management
• VoIP phone systems
• Cloud infrastructure management
• Cybersecurity solutions

3.7 Remote Hands Services

• On-site technical support at Teraco Johannesburg data centres
• Hardware installation and replacement
• Network troubleshooting
• Emergency incident response

4. Service Agreements

4.1 Contract Formation

A service agreement is formed when:

1. You submit a service application
2. EdgeLink accepts your application
3. You sign the service agreement (physical or electronic)
4. Payment is received (where applicable)

4.2 Contract Duration

Service agreements may be:

• Month-to-Month: Renewable monthly with 30 days' notice for cancellation
• Fixed-Term: Typically 12, 24, or 36 months with early termination penalties
• Ad-Hoc: For specific projects or tasks (Remote Hands services)

4.3 Service Activation

Services will be activated within reasonable timeframes subject to:

• Infrastructure availability
• Site readiness and access
• Receipt of required documentation
• Payment of installation fees

5. Pricing and Payment

5.1 Service Fees

Customers agree to pay:

• Monthly Subscription Fees: Recurring charges for ongoing services
• Installation Fees: One-time charges for service setup
• Equipment Fees: Purchase or rental of hardware
• Usage Fees: Charges for exceeding fair usage limits
• Support Fees: Charges for additional technical support beyond standard SLA

5.2 Pricing Variations

5.3 Payment Terms

• Monthly fees are payable in advance by the 1st day of each month
• Payment methods: EFT, debit order, credit card, or direct deposit
• Late payment fee of 2% per month may apply to overdue accounts
• Services may be suspended for non-payment after 7 days

5.4 Price Increases

EdgeLink reserves the right to increase prices with:

• 60 days' written notice to customers
• Increases limited to inflation rate (CPI) plus 3% annually
• Customers may cancel without penalty within 30 days of notification

5.5 Refunds

Refunds are not provided for:

• Monthly subscription fees (paid in advance)
• Installation fees (unless installation is cancelled by EdgeLink)
• Pro-rata refunds may be considered for extenuating circumstances at EdgeLink's discretion

6. Installation and Equipment

6.1 Site Survey

EdgeLink will conduct a site survey to determine:

• Service feasibility and coverage
• Installation requirements and complexity
• Equipment placement and cabling routes
• Final pricing and installation timeline

6.2 Installation Process

• Customer must provide access to premises during agreed installation times
• Customer is responsible for electrical power supply for equipment
• EdgeLink will minimize disruption during installation
• Installation timeframes are estimates and may vary

6.3 Equipment Ownership

• EdgeLink-Owned Equipment: Remains EdgeLink property; must be returned upon termination
• Customer-Purchased Equipment: Becomes customer property; customer responsible for maintenance
• HaaS Equipment: Remains EdgeLink property throughout subscription period

6.4 Equipment Care

Customers must:

• Protect equipment from damage, theft, and unauthorized use
• Not tamper with, modify, or relocate equipment without authorization
• Report equipment faults or damage immediately
• Pay for repair or replacement of customer-damaged equipment

7. Service Usage and Restrictions

7.1 Fair Usage Policy

Customers must use services responsibly and comply with our Fair Usage Policy:

• Services are for personal or business use as specified in agreement
• Excessive use that impacts network performance may be throttled
• "Uncapped" services are subject to fair usage limits
• Reselling or sharing services without authorization is prohibited

7.2 Prohibited Activities

Customers must not use services for:

• Illegal activities or violations of South African law
• Distribution of malware, viruses, or harmful code
• Spamming, phishing, or fraudulent activities
• Hacking, network scanning, or unauthorized access attempts
• Copyright infringement or piracy
• Hosting illegal content or services
• Network abuse or denial-of-service attacks

7.3 Compliance with Laws

Customers must comply with:

• ICASA regulations and telecommunications laws
• POPIA and data protection requirements
• Copyright and intellectual property laws
• Cybercrimes Act and related legislation

8. Service Availability and Performance

8.1 Service Level Agreements (SLA)

EdgeLink aims to provide reliable services with the following targets:

• Uptime Target: 99.5% network availability (excludes scheduled maintenance)
• Response Times: Fault reporting response within 4 hours (business hours)
• Repair Times: Best efforts to restore service within 24-48 hours

8.2 Scheduled Maintenance

• Scheduled maintenance will be notified 48 hours in advance where possible
• Maintenance windows: typically 00:00 - 06:00 SAST
• Emergency maintenance may be performed without notice

8.3 Service Interruptions

EdgeLink is not liable for service interruptions caused by:

• Force majeure events (natural disasters, riots, strikes)
• Third-party network failures (upstream providers, power outages)
• Customer equipment faults or configuration errors
• Scheduled maintenance
• Illegal use or security threats requiring suspension

8.4 Speed and Performance

9. Customer Obligations

Customers agree to:

9.1 Account Security

• Maintain confidentiality of account credentials
• Notify EdgeLink immediately of unauthorized access
• Accept responsibility for all activities under customer account

9.2 Information Accuracy

• Provide accurate contact and billing information
• Update information promptly when changes occur
• Respond to EdgeLink communications within reasonable timeframes

9.3 Site Access

• Provide safe access to premises for installation and maintenance
• Ensure equipment location remains accessible
• Notify EdgeLink of site access changes or restrictions

9.4 Regulatory Compliance

• Comply with POPIA when using CCTV and access control services
• Display required notices for video surveillance
• Maintain licenses and permits for business operations

10. Intellectual Property

All intellectual property rights in EdgeLink's website, services, software, and documentation remain the exclusive property of EdgeLink or its licensors.

Customers may not:

• Copy, modify, or reverse-engineer EdgeLink software or systems
• Use EdgeLink trademarks, logos, or branding without written permission
• Remove or alter copyright notices or proprietary markings

11. Limitation of Liability

11.1 Service Limitations

EdgeLink provides services "as is" and makes no warranties regarding:

• Uninterrupted or error-free service
• Suitability for specific purposes
• Accuracy or completeness of data transmitted

11.2 Liability Cap

EdgeLink's total liability for any claim arising from these Terms is limited to:

• 3 months of service fees paid by the customer
• R10,000 (whichever is lower)

11.3 Exclusions

EdgeLink is not liable for:

• Loss of data, revenue, or business opportunities
• Indirect, consequential, or punitive damages
• Damage to customer equipment (unless caused by EdgeLink negligence)
• Losses resulting from customer's failure to back up data
• Security breaches caused by customer negligence

11.4 Customer Indemnity

Customer agrees to indemnify EdgeLink against claims arising from:

• Customer's illegal use of services
• Customer's violation of third-party rights
• Customer's breach of these Terms

12. Termination and Suspension

12.1 Termination by Customer

• Month-to-Month Contracts: 30 days' written notice required
• Fixed-Term Contracts: Early termination subject to penalties (remaining months × 50% of monthly fee)
• Equipment must be returned within 7 days of termination
• Final invoice due within 7 days

12.2 Termination by EdgeLink

EdgeLink may terminate services immediately for:

• Non-payment for more than 30 days
• Breach of Terms and Conditions
• Illegal use of services
• Fraud or misrepresentation
• Abuse of EdgeLink staff or contractors

12.3 Suspension of Services

EdgeLink may suspend services without notice for:

• Non-payment (after 7 days grace period)
• Suspected illegal activity or security threat
• Network abuse affecting other customers
• Maintenance or upgrades

12.4 Effects of Termination

Upon termination:

• All outstanding fees become immediately due
• Access to services is terminated
• EdgeLink equipment must be returned
• Data may be deleted after 30 days (customers should back up data)

13. Dispute Resolution

13.1 Complaint Process

Customers with complaints should:

1. Contact Support: Email [email protected] or call during business hours
2. Escalation: If unresolved, escalate to manager within 5 business days
3. Formal Complaint: Submit written complaint for investigation

13.2 Mediation

If disputes cannot be resolved through customer service, parties agree to attempt mediation before litigation.

13.3 Jurisdiction

These Terms are governed by South African law. Disputes will be subject to the jurisdiction of South African courts.

13.4 ICASA Complaints

Customers may lodge complaints with ICASA if EdgeLink fails to resolve issues within reasonable timeframes.

14. Changes to Terms and Conditions

EdgeLink may update these Terms with 30 days' notice via:

• Email to registered customer address
• Notice on website
• SMS notification

Continued use of services after notice period constitutes acceptance of updated Terms. Customers may terminate services without penalty if they do not accept changes.

15. General Provisions

15.1 Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full force.

15.2 Waiver

Failure to enforce any provision does not constitute a waiver of EdgeLink's rights.

15.3 Assignment

Customers may not assign or transfer their service agreement without EdgeLink's written consent.

15.4 Entire Agreement

These Terms, together with the Service Agreement and Privacy Policy, constitute the entire agreement between parties.

15.5 Force Majeure

Neither party is liable for failure to perform obligations due to circumstances beyond reasonable control.

16. Contact Information

For legal and compliance inquiries:
Email: [email protected]

Acknowledgment and Acceptance

By using EdgeLink services, you acknowledge that:

• You have read and understood these Terms and Conditions
• You agree to be bound by these Terms
• You have the legal capacity to enter into this agreement
• All information provided is accurate and truthful