ALPHACONNECT – ICASA SUBSCRIBER SERVICE CHARTER
Last Updated: December 2025
This Service Charter is published in accordance with the ICASA End-User and Subscriber Service Charter Regulations. It outlines Alphaconnect's commitments to customers and your rights as a subscriber.
1. Service Standards
We commit to:
1.1. Response Times
- General queries: within 24 hours
- Fault logging: within 24 hours
- Urgent outages: prioritised
1.2. Fault Resolution Targets
These targets apply when issues are within Alphaconnect's control:
| Service Type | Resolution Target |
|---|---|
| Wireless Internet | 1–3 business days |
| Openserve FTTH | As per Openserve's SLA (typically 1–5 days) |
Note:
Outages caused by Openserve are escalated and resolved according to Openserve's own SLA timelines.
2. Service Availability
Alphaconnect provides services on a best-effort basis. Availability may be affected by:
- Upstream provider issues (Openserve)
- Network maintenance
- Environmental factors (for wireless links)
- Power outages or load-shedding
3. Billing and Payments
- You will receive monthly invoices via email.
- Billing runs monthly in advance.
- Usage-based charges (VoIP, etc.) billed in arrears.
- Debit order failure fees apply.
- Disputes must be logged within 7 days.
4. Service Cancellations
- Month-to-month contracts require one full calendar month's notice.
- Installations, activation fees, and equipment are non-refundable once delivered.
5. Quality of Service
We aim to provide:
- Reliable connectivity
- Reasonable speeds according to your package
- Prompt support
- Fair network performance
6. Customer Obligations
Customers must:
- Pay accounts on time
- Not engage in illegal or abusive behaviour
- Secure their Wi-Fi and equipment
- Provide valid RICA documents
- Ensure access for installation or repairs
7. Complaints Procedure
Step 1 — Log With Alphaconnect
Email: support@alphaconnect.link
We aim to resolve complaints within 14 business days.
Step 2 — If Unresolved, Escalate to ICASA
ICASA Consumer Protection Division
Tel: 012 568 3000
Email: consumer@icasa.org.za
8. Your Rights as a Subscriber
You are entitled to:
- Clear and accurate information
- Fair billing practices
- Quality service within reasonable expectations
- Protection of your personal information
- Network security and confidentiality
- Escalation of unresolved complaints