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This Master Service Agreement ("Agreement") governs all services provided by Alphaconnect, a division of Alpha Group of Companies (Pty) Ltd, Registration No. [Insert], with its principal place of business at 2 Old Main Road, Hluhluwe, KwaZulu-Natal, South Africa ("Alphaconnect", "we", "us", "our").

By applying for, using, or paying for our services, you ("Customer", "you", "your") agree to be bound by this Agreement.

Alphaconnect provides Fibre-to-the-Home (FTTH) services through the Openserve fibre network and Wireless Internet services delivered over Alphaconnect's own wireless infrastructure.

1. DEFINITIONS

Unless the context indicates otherwise:

• 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

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

3. SERVICE ACTIVATION

• 3.1. Alphaconnect will activate your service once installation is completed and testing is successful.
• 3.2. The 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.

3.3. If you delay installation or activation, billing will still commence once the service is ready for use.

4. CHARGES AND PAYMENT

• 4.1. Monthly fees are billed monthly in advance.
• 4.2. Usage-based and call charges (VoIP, where applicable) are billed monthly in arrears.
• 4.3. Prices may be adjusted on 30 days' notice due to:

• CPI (inflation-related) increases, or
• Increases from Openserve or other upstream providers.

• 4.4. Debit Order Failure: If your debit order fails, a fee of R100 or bank-charged amount (whichever is higher) will apply.
• 4.5. Overdue accounts accrue interest at the maximum rate permitted by the National Credit Act (incidental credit).
• 4.6. If any invoice is disputed, you must notify Alphaconnect in writing within 7 days of receipt.

5. EQUIPMENT

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

6. YOUR OBLIGATIONS

You agree to:

• 6.1. Provide Alphaconnect with safe access to your premises for installation and maintenance.
• 6.2. Provide valid RICA documents:

• South African ID or passport
• Proof of physical address (3 months)

• 6.3. Use the services legally and ethically.
• 6.4. Not tamper with or relocate installed equipment.
• 6.5. Not use the service for spam, malicious activity, or unlawful content.
• 6.6. Comply with Alphaconnect's Acceptable Use Policy (AUP).

7. SERVICE SUSPENSION

Alphaconnect may suspend your service if:

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

8. SERVICE TERMINATION

• 8.1. This Agreement is month-to-month and may be cancelled with one full calendar month's notice.
• 8.2. Notice must be submitted before the last day of the current month.
• 8.3. You 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).

8.4. Alphaconnect 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:

• 9.1. You may cancel the service within 5 business days after activation IF:

• No installation or activation has been done or
• No equipment has been installed.

9.2. Installation fees already paid are not refundable, as installation constitutes service delivery.

10. NETWORK PERFORMANCE & FAULTS

• 10.1. FTTH services rely on Openserve infrastructure. Outages caused by Openserve are beyond Alphaconnect's control.
• 10.2. Wireless performance may vary based on weather, obstructions, interference, and tower load.
• 10.3. Alphaconnect will use reasonable efforts to:

• Respond to support requests within 24 hours
• Prioritise urgent and total-loss faults
• Liaise with Openserve for escalations

10.4. No speed, uptime, or latency guarantee applies unless explicitly included in a business SLA.

11. LIABILITY

11.1. Alphaconnect 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

11.2. Total 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

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

14. DISPUTE RESOLUTION

14.1. Log 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

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