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I / We hereby authorise you to issue and deliver payment instructions to your Banker for collection against my / our abovementioned account at my / our above-mentioned Bank (or any other bank or branch to which I / we may transfer my / our account) on condition that the sum of such payment instructions will never exceed my / our obligations as agreed to in the Agreement and continuing until this Authority and Mandate is terminated by me / us by giving you notice in writing of not less than 20 ordinary working days, and sent by prepaid registered post or delivered to your address as indicated above. The individual payment instructions so authorised to be issued must be issued and delivered as follows: monthly. In the event that the payment day falls on a Sunday, or recognized South African public holiday, the payment day will automatically be the preceding ordinary business day.

I / We understand that the withdrawals hereby authorized will be processed through a computerized system provided by the South African Banks and I also understand that details of each withdrawal will be printed on my bank statement. Each transaction will contain a number, which must be included in the said payment instruction and if provided to you should enable you to identify the Agreement. A payment reference is added to this form before the issuing of any payment instruction.

Mandate
I / We acknowledge that all payment instructions issued by you shall be treated by my / our above-mentioned Bank as if the instructions have been issued by me/us personally.

Cancellation
I / We agree that although this Authority and Mandate may be cancelled by me / us, such cancellation will not cancel the Agreement. I / We shall not be entitled to any refund of amounts which you have withdrawn while this Authority was in force, if such amounts were legally owing to you.

Assignment
I / We acknowledge that this Authority may be ceded or assigned to a third party if the Agreement is also ceded or assigned to that third party, but in the absence of such assignment of the Agreement, this Authority and Mandate cannot be assigned to any third party.

1. Agreement Overview

This Service Level Agreement (“SLA” or “Agreement”) represents the terms between SKUIFNET ROBERTSON, a division of SKUIFNET CONNECT (“Provider”) and the Customer, relating to the provisioning and support of internet services.
This agreement remains valid until superseded by a revised version agreed upon by both parties.

2. Objectives

• Define roles, responsibilities, and expectations.
• Provide a clear understanding of service delivery and support.
• Ensure consistent, reliable internet service for customers.

3. Stakeholders

• Service Provider: SKUIFNET ROBERTSON
• The Customer

4. Review Period

This SLA may be reviewed and updated when necessary, based on operational requirements or regulatory changes. The current agreement remains effective until an updated version is signed.

5. Scope of Services

Covered Services Include:
• Internet access (wireless and fibre via partner providers)
• Telephone support (8:00 AM to 5:00 PM, Monday to Friday)
• Email support (support@skuifnet.co.za)
• Remote assistance (when possible)
• Onsite assistance (additional charges apply)

Customer Responsibilities:
• Ensure timely payments for all services.
• Maintain clear line of sight and keep antennas free from obstructions (e.g., trees).
• Insure equipment against theft, lightning, or power surge damage.
• Provide reasonable access for issue resolution.
• Notify us timeously in case of service issues.

6. Equipment & Ownership

• All rental equipment remains the property of SKUIFNET CONNECT until fully paid.
• Once fully paid, the equipment becomes the Customer’s property.
• Rental equipment must be returned if service is cancelled or a R350 removal fee applies.

7. Support & Availability

Operating Hours:
• Telephone: 8:00 AM to 5:00 PM, Mon–Fri (After-hours support on best-effort basis)
• Email: Monitored during business hours

Call-Out Fee:
• A R350 call-out fee applies if the fault is not caused by SKUIFNET (e.g., power off, unplugged equipment).

Response Times:

• High priority: 0–8 hours (business hours)
• Medium priority: Within 48 hours
• Low priority: Within 5 working days

8. Service Continuity

SKUIFNET CONNECT strives for uninterrupted service, however:

• We accept no liability for outages caused by third-party providers (e.g., Openserve, Fogfoot).
• In cases of damages, theft, or loadshedding, we aim to restore service as quickly as possible.
• We stock spare tower equipment, backup batteries, and generators for emergency recovery.

9. Speed, Throttling & Shaping

• We offer best-effort speeds at all times.
• We do not throttle or shape traffic.
• All support is limited to SKUIFNET-supplied equipment only.

10. Pricing, Payments & Invoicing

• Services are billed monthly in advance.
• Subscriptions run month-to-month (no fixed contracts).
• One calendar month’s written notice is required for termination by the client.
• Pricing may change—especially fibre—due to supplier changes. (In 6 years, only one 2.5% increase occurred.)
• VAT will be added to prices once we are VAT registered.

Late Payments:

• R50 reconnection fee if account is suspended.
• 72-hour reconnection window applies, once payment is made.

• Penalties may apply for repeat late payments.
• Interest on overdue invoices: 2% per month (compounded monthly).

11. Termination

• Either party may terminate service with 30 days’ notice.
• SKUIFNET may terminate service if no longer feasible, due to legal, technical, or operational constraints.

12. Confidentiality & Legal

• Customer data is confidential and only shared with relevant third parties necessary for service delivery.
• SKUIFNET CONNECT is ICASA registered and may operate via licensed resellers.

13. Disputes & Escalation

If issues are not resolved within a reasonable time, customers may escalate via email to:
📧 support@skuifnet.co.za