Terms of Service

    Agreement for the Supply of Goods & Services between you ("The Purchaser") and SureTel CC ("The Supplier").

    SureTel CC

    Registration Number: 2010/092683/23

    4 Leeu Street, Rant en Dal, Krugersdorp, Gauteng, South Africa

    By placing an order with SureTel or accepting delivery of any goods or services, you acknowledge and agree to be bound by these terms and conditions.

    Section A: General Terms & Conditions

    Applicable to all transactions (goods and services)

    1. Commencement & Duration

    1.1By placing an order with The Supplier or making an application, The Purchaser agrees to enter into an agreement with The Supplier for the supply of goods and/or services. This agreement begins when The Supplier:

    1.1.1Accepts the order or the application; and
    1.1.2Supplies the goods and/or services to The Purchaser.

    1.2This agreement shall, subject to the provisions of the relevant clauses hereunder, continue for an indefinite period.

    2. Payment Terms

    2.1In return for the supply of goods and/or services, The Purchaser agrees to pay The Supplier the price as set out in the quotation/invoice.

    2.2In the event that The Supplier has granted The Purchaser credit facilities in writing, the price shall be paid without deduction or set-off of any claims.

    2.3Charges shall be invoiced monthly in arrears and all charges shall be due and payable without demand by no later than the 7th of the following month. Proof of payment must be sent to [email protected].

    2.4Payment shall be made by electronic bank transfer or cash deposit into the bank account of The Supplier — without deduction or set-off.

    2.5The Supplier reserves the right to withdraw or amend any facility for the deferral of payment at any time and to require guarantees and/or suretyship acceptable to The Supplier.

    2.6The Supplier reserves the right to apply interest at the rate of 2% per month on any deferred payment.

    2.7Should The Purchaser fail to indicate which items on The Supplier's statement are being paid, The Supplier reserves the right to apply such payment to items overdue the longest.

    2.8Payment must be made for the total amount owed as set out in statements or invoices.

    2.9Should any amount not be received by the due date, all other amounts payable shall immediately become due and payable without notice.

    2.10The Purchaser shall not be entitled to withhold any payment for any reason, nor make any deduction or set-off against amounts due.

    2.11If The Purchaser does not pay on time, commits a material breach, or does not pay the required full amount in advance, The Supplier may suspend supply of goods or services until the breach is remedied.

    3. Quotations

    3.1Any quotation by The Supplier is open for acceptance for 30 days from date of issue, unless revoked earlier in writing.

    3.2The price quoted, upon acceptance by The Purchaser (whether tacit or written), shall constitute the price.

    3.3The price is based on the site location provided by The Purchaser. The Supplier reserves the right to amend the price should the site differ from the initial location provided.

    4. Certificate of Indebtedness

    4.1The Purchaser acknowledges that a certificate signed by any senior official of The Supplier shall be prima facie proof of indebtedness, sufficient for provisional sentence and/or summary judgment proceedings.

    5. Breach & Cancellation

    5.1If The Purchaser fails to pay any amounts due on or before the due date, The Supplier reserves the right to:

    5.1.1Charge interest on the overdue amount at the rate determined by the Prescribed Rate of Interest Act, 55 of 1975;
    5.1.2Cancel the agreement.

    5.2If The Purchaser commits a breach and fails to remedy it within 7 working days of written notice:

    5.2.1The Supplier will be entitled to immediately cancel this agreement;
    5.2.2The Supplier may charge for use of goods or services up to the date of cancellation;
    5.2.3The full outstanding amount shall immediately become due and payable.

    5.3The Supplier shall be entitled to claim damages from The Purchaser for any breach.

    5.4Either party may cancel this agreement immediately by giving written notice.

    6. Jurisdiction

    6.1The Purchaser consents to the jurisdiction of the Magistrate's Court in terms of Section 45 of the Magistrate's Court Act 32 of 1944. The Supplier retains discretion to proceed in such court or any other court having jurisdiction.

    7. Whole Agreement

    7.1This agreement constitutes the whole agreement between the parties. No variation, alteration, deletion or addition shall be binding unless stipulated in writing and agreed by both parties.

    8. Extension of Time or Indulgences

    8.1No leeway, extension of time or lenience afforded to The Purchaser shall prevent The Supplier from enforcing any of its rights in the future.

    9. Legal Costs

    9.1If, as a result of any breach by The Purchaser, The Supplier instructs its attorney to make demand or institute legal proceedings, The Purchaser shall be liable for all legal costs and disbursements on the scale as between attorney and own client.

    10. Notices

    10.1The parties choose their physical addresses as reflected on the application form as their domicilium citandi et executandi.

    10.2The parties undertake to notify the other expeditiously of any change of address.

    10.3Such notification shall be done by written notice.

    10.4Delivery of any notice shall be in written form, delivered by registered mail or electronic mail.

    11. Ownership & Risk

    11.1Ownership of goods shall not pass until The Supplier has received all payments in full.

    11.2Risk passes to The Purchaser at the point of delivery (signed acceptance or collection from premises).

    11.3Where The Purchaser appoints its own transport provider, risk passes on delivery to the transport provider.

    11.4The Supplier reserves the right to refuse to enter The Purchaser's site if deemed unsafe.

    12. Applicable Law

    12.1This agreement shall be governed by and interpreted in accordance with the Laws of the Republic of South Africa.

    13. Amendments

    13.1The Supplier is entitled on written notice to amend terms and conditions as a result of new or amended laws, taxes and regulations. Amendments are deemed effective within 7 days of notification, unless written objection is received.

    14. Unenforceable Provisions

    14.1If any term is unenforceable, illegal, void or contrary to public policy, it will be legally separated from the agreement. The remaining provisions shall remain binding and enforceable.

    15. Authority & Indemnity

    15.1The person signing this agreement warrants that he or she has the necessary authority and hereby indemnifies The Supplier against any liability, claim, damage or loss that a third party might have arising out of this agreement.

    Section B: Sale of Goods

    16. Delivery of Goods

    16.1Delivery takes place between 07:00 and 17:00, Monday to Friday, excluding public holidays. Deliveries outside normal hours may be subject to an extra charge.

    16.2The Supplier shall endeavour to effect delivery on the agreed date and time, provided a minimum of 48 hours' notice is received if the date has changed.

    16.3The Supplier shall not be responsible for delays due to causes beyond its control (adverse weather, road congestion, labour actions, stock shortages, civil disturbances, fire, flood, legislation, etc.).

    16.4The Purchaser shall not be entitled to cancel orders, refuse delivery or claim damages due to late or defective delivery.

    16.5The Purchaser accepts responsibility for handling, placing, storage and consolidation of goods after discharge from the delivery vehicle.

    16.6The parties indemnify each other against loss, damage or liability sustained while on The Purchaser's site, provided the damage was not caused by the other party's negligence.

    16.7The Purchaser shall sign The Supplier's delivery note, which constitutes prima facie proof of delivery and acceptance.

    16.8Should The Purchaser use its own transport, The Supplier shall not be liable for any resulting damage.

    17. Warranties

    17.1The Supplier warrants that goods comply with the details on the delivery note and standard specifications.

    17.2The onus is on The Purchaser to ensure by examination that goods are within specification.

    17.3Liability for breach of warranty shall only arise where The Purchaser has established that:

    17.3.1The goods were inspected before use;
    17.3.2The goods have not been used since delivery;
    17.3.3The Purchaser notified The Supplier in writing within 48 hours of becoming aware of any defect (maximum 10 days from delivery);
    17.3.4The Supplier was afforded every reasonable opportunity to inspect;
    17.3.5The goods were not misused, neglected, contaminated, improperly handled or altered.

    17.4The Supplier shall not be liable for any special, general, direct or consequential loss or damage arising from the sale of goods.

    17.5The Supplier's sole liability for defective goods shall be to replace such goods or refund the price, at The Supplier's sole discretion.

    17.6Any complaint regarding quality and/or quantity must be made in writing within 7 days of receipt.

    18. Exclusion of the National Credit Act

    18.1The Purchaser acknowledges that it is a juristic person with an asset value and/or annual turnover equalling or exceeding R1,000,000.00 and cannot rely on the NCA for protection.

    19. Exclusion of the Consumer Protection Act

    19.1The Purchaser acknowledges that it is a juristic person with an asset value/annual turnover equalling or exceeding R2,000,000.00 and cannot rely on the CPA for protection.

    19.2If The Purchaser is a juristic person with an asset value below R2,000,000.00, the agreement falls within the ambit of the CPA. The Purchaser shall inform The Supplier immediately when its Consumer status changes.

    Part D: Managed Firewall Terms

    1. Product Description

    1.1Managed Firewall ("Service") is a managed service for Internet access customers consisting of firewall configuration, administration, monitoring, support and use of a Firewall System owned, maintained and supported by SureTel, or where applicable, owned by the Customer and maintained by SureTel.

    1.2"Firewall System" means all hardware and software provided and/or managed by SureTel under this Service Order.

    2. Accuracy of Customer Information

    2.1The Customer accepts responsibility to provide all information reasonably requested and ensure it is complete, accurate and up to date.

    2.2SureTel shall not be liable for any loss suffered as a result of the Customer's failure to provide accurate information.

    3. Workshop & Installation

    3.1During installation, SureTel shall conduct a workshop with the Customer to ascertain specific firewall rule requirements.

    4.1The Firewall System must be located on the same LAN segment as the edge router and/or switch.

    4.2The Service is considered available if data is able to pass through the Firewall System.

    4. Configuration & Commencement

    5.1SureTel will configure the Service in accordance with Customer requirements as determined in the workshop.

    6.1Billing commences as of the date the Service has been made available for operation.

    6.2Unless otherwise agreed, the Customer will connect the Firewall System to the network and a suitable power supply as directed by SureTel.

    6.3SureTel reserves the right to commence billing if the Customer fails to connect the system within two (2) weeks of delivery.

    5. Administration, Reports & Backups

    7.1After installation, the Customer may request SureTel to administer the Firewall System (add/delete user accounts, modify rules, update configuration).

    8.1SureTel will make usage reports available for Firewall Systems that support reporting functions.

    9.1SureTel will maintain backups of the Firewall System configuration at a secure remote location.

    6. Support & Maintenance

    10.1SureTel will remotely install patches, bug fixes, and software upgrades when approved for general distribution.

    10.2In the event of a Firewall System failure, SureTel will replace the system or dispatch a technician at its sole discretion.

    11.1Technical support is provided during Business Hours on Business Days unless otherwise agreed in writing.

    11.2Only a registered Technical Point of Contact ("TPOC") can raise support queries or request changes.

    7. Customer Obligations

    12.1The Customer is responsible for confirming the Firewall System is configured correctly prior to and after activation.

    12.2The Customer shall comply with all obligations, including end user software licences.

    12.4The Customer shall ensure the Firewall System is adequately insured against theft and damage.

    12.5Unless otherwise agreed, the Customer is solely responsible for connecting the Firewall System to the network and power supply.

    12.7The Customer must gain SureTel's prior written approval before relocating a Firewall System.

    8. Disclaimer

    13.1The Service and Firewall System are provided without warranty.

    13.2SureTel's entire liability is to repair or replace any defective SureTel-provided Firewall System.

    13.4The Customer acknowledges that:

    •The Service constitutes only one component of the Customer's overall security programme;
    •There is no warranty that the Service will be uninterrupted or error-free;
    •There is no warranty that communications will be private;
    •Content or URL blocking software is used at the Customer's sole risk and discretion.

    Part E: PBX Terms

    1. Definitions

    Access Circuit
    The physical link (wired or wireless) installed at the Customer Premises over which data is transmitted to and from the IP-PBX.
    IP-PBX
    A PBX connected to an internet protocol service, either on-site or hosted.
    Customer Equipment
    Equipment supplied by the Customer and not installed or managed by SureTel.
    Service Equipment
    Equipment approved by SureTel, supplied and managed by SureTel.
    Open-sourced
    Carries no licensing fees and is compatible with all standards-based equipment.
    PBX
    A Private Branch Exchange located on the Customer Premises.
    SIP softphone client
    An application enabling VoIP calls from computing/smart devices.
    CRM systems
    Customer Relationship Management systems.

    2. Customer Information & Access Circuits

    2.1The Customer will provide SureTel with accurate and up-to-date information when completing order forms and reporting faults.

    3.1The Customer must order and retain an appropriate SureTel internet service for the duration of the Service.

    3.3If the Service is delivered with best-effort Access Circuits, reduced call quality may occur. The Customer may upgrade at additional cost.

    3. Installation & Customer Requirements

    4.1The Customer agrees to ensure service staff are given access to premises for installation.

    4.3Any facilities and extra cabling within the Customer Premises are the Customer's sole responsibility.

    4.5Each IP phone will be configured by SureTel in accordance with Customer-supplied information.

    4.6Installation is carried out Monday to Friday during local business hours unless otherwise requested. Additional costs may apply for installations outside these times.

    4.7It is the Customer's responsibility to ensure all licence fees are paid to relevant rights organisations (SAMRO, SAMPRA, etc.) for music on hold.

    4. Minimum Premises Requirements

    •Floor plans and PBX room size must be supplied; anti-static flooring required
    •Standard foam extinguisher — no water
    •At least one brick or concrete wall for the Main Distribution Frame (MDF)
    •Space for batteries or UPS in or near the PBX room
    •Minimum 2.5m ceiling clearance
    •Generator for additional backup (if applicable)
    •Secure PBX room environment with adequate lighting
    •No water, sewerage or sprinkler pipes through the PBX room
    •Separate circuit breakers for the PBX system
    •Primary power: 220V (176–275V)
    •Building earth (< 3 ohm) separate from electrical earth
    •Separate air conditioner (20°C)

    5. Service Provisioning & Testing

    5.1A minimum of 4–8 weeks lead time is required for installations.

    5.2A site survey will determine whether the Customer's network and facilities will support the Service.

    5.3The Customer should carry out a Basic LAN Assessment. If the LAN cannot support the Service, either party may terminate without penalty.

    5.8SureTel shall not be responsible for quality issues if the Customer does not contract for the LAN assessment.

    6. Activation & Equipment

    6.1A sign-off document is required for acceptance. The Service is deemed accepted if no material objection is raised within 2 business days.

    7.1The Customer is responsible for obtaining, installing and maintaining all Customer Equipment.

    7.5Only Customer Equipment approved in writing by SureTel may be connected to the Service.

    8.1Service Equipment will be provisioned with a standard configuration.

    7. SIP Softphone Applications

    8.1Only approved SIP softphone applications may be used with SureTel Service Equipment.

    8.2SureTel has no control over networks used with SIP softphones and cannot guarantee the user experience.

    8.6Quality of service is only guaranteed on SureTel dedicated last-mile links with a private voice VRF.

    8.7VoIP calls made over the internet carry no quality of service guarantees.

    8. Security & Call Recordings

    9.1Logical and physical security measures are the sole responsibility of the Customer.

    9.2The Customer must take all reasonable precautions to protect SIP account security. SureTel will not be liable for losses from compromised IP-PBX or SIP accounts.

    10.1If the Customer activates call recording, the Customer is fully responsible for storage, access and compliance with data protection laws.

    9. Training & Integrations

    14.1Post-deployment training duration is based on solution complexity.

    14.2Post-deployment user training is provided for a maximum of 2 hours per site unless otherwise stated.

    14.6Cancellation of training within 48 hours of the scheduled date will be forfeited. Additional training will be billed hourly (minimum 2 hours).

    15.1Unless otherwise stated, no integration costings are included in the proposal. Precise integration costs require a detailed scope analysis.

    Part F: VoIP Terms

    1. Definitions

    Access Links
    The physical link (wired or wireless) installed at the Customer premises over which data and voice is transmitted.
    Business Hours
    08h00 to 17h00 SAST, excluding weekends and public holidays.
    CLI
    Caller Line Identification.
    ITU-T
    International Telecommunications Union, the body that sets international telecoms standards.
    PBX
    Private Branch Exchange.
    SIP
    Session Initiated Protocol used in VoIP communications.
    Soft Phone
    An application for making and receiving VoIP calls from a mobile phone or desktop.
    VoIP
    Voice over Internet Protocol, the transmission of voice over IP networks.

    2. Installation & Requirements

    2.1Installation timeframe is dependent upon Access Links. Voice service will be installed within 10 days from the activation date of the Access Link.

    2.2Installation is carried out Monday to Friday during local Business Hours unless otherwise agreed.

    2.4The voice gateway must be located in a secure environment with access to a dedicated 220VAC power source.

    2.5Clear unobstructed access to the voice gateway is required at all times for maintenance personnel.

    2.7Only SureTel personnel are allowed access to the voice gateway configuration interface.

    2.8Post-deployment installations, moves, adds and changes are not included and will be quoted separately.

    3. Security

    3.1Logical and physical security measures are the sole responsibility of the Customer.

    3.2PBX's and SIP accounts are known targets for malicious access. The Customer must take all reasonable precautions to protect against unauthorised access.

    3.3The Customer is liable for all calls originating from assigned numbers. SureTel will not be held liable for losses from fraudulent or unauthorised calls.

    4. Numbering

    4.1Geographic numbers allocated must be used in the allocated geographic area and may not be transferred between regions.

    4.2SureTel reserves the right to alter telephone numbers on 30 days' written notice.

    4.3SureTel cannot present other licensed operators' numbers as CLI on outbound calls, in line with local regulation.

    5. General

    5.1Call charges will be as per the Agreement. Charges to destinations not regulated by ICASA tariffs are set by the recipient network and subject to change.

    5.3Data usage charges associated with Soft Phones are for the Customer's own account.

    5.5Effecting emergency calls from SureTel products may result in delayed response times. Customers are advised to use Telkom directly for emergency calls.

    5.6SureTel cannot guarantee quality of voice services provided over public networks. Loss of voice integrity cannot be measured over networks not linked to SureTel directly.

    6. Caller Line Identification

    6.1The Customer must ensure that on-site telephony presents CLI in the correct format:

    +27123456789 or 0123456789

    6.2Calls not displaying correct CLI will be subject to higher call charges or blocked by upstream providers.

    6.3It is forbidden for Customers to manipulate CLI. The number displayed must always be a SureTel-assigned or valid ported number.

    7. Number Porting

    7.1SureTel complies with number porting regulations.

    Part G: Connectivity Terms

    1. Definitions

    Access Circuit
    A wired or wireless electronic network service provided by a Network Operator and delivered from Network Coverage installed at the Customer's premises.
    Access Service
    A service layered over the Access Circuit allowing the Customer to send and receive data packets.
    Best Effort
    A data service where upload or download speeds cannot be guaranteed based on the nature of the LTE network.
    Commencement Date
    The date that the Access Circuit is installed.
    Contended
    Multiple users sharing the same network capacity. Access Circuit speeds are symmetrical.
    Network Operator
    A licenced provider of network services from whom the Access Circuit is sourced.
    Unshaped
    SureTel does not prioritise or differentiate between traffic classes.
    Uncapped
    As defined in the ISPA guideline on broadband terminology.

    2. Service Description

    2.1The Access Service allows for the transmission and delivery of data packets to and from other networks across the Access Circuit.

    3. Feasibility Studies

    3.1Access Circuits are subject to a feasibility study to determine whether adequate infrastructure or network coverage exists at the specified location.

    3.2Desktop surveys are performed for initial feasibility and to estimate lead times and costs.

    3.3Network Operators reserve the right to amend feasibility results during implementation.

    3.5In the event of changed feasibility results leading to pricing or timeline changes, the Parties shall co-operate in good faith to conclude amended terms.

    4. Installation of an Access Circuit

    4.1Installation duration is subject to many factors outside the control of SureTel, including municipal approvals, utilities providers, and weather conditions.

    4.2Installation times are therefore only estimates. SureTel shall not be held liable for any delays.

    4.3The Customer is responsible for making available accommodation, power, space, ducting and other facilities at no cost to SureTel.

    4.4The Customer is responsible for obtaining landlord approvals and consents.

    4.5Any facilities and extra cabling in jointly used buildings are the Customer's sole responsibility.

    4.7Non-standard installation costs are the Customer's responsibility.

    4.8SureTel may replace the Customer's Access Circuit at any time provided it results in no additional charges and equal or better quality.

    5. Throughput Rates & IP Access

    5.1Access is at the maximum throughput rates set forth in the Customer Order Form.

    5.2Due to the best-effort nature of the internet, maximum throughput rates are not guaranteed.

    6. Equipment

    6.1Service Equipment will be provisioned with a standard configuration.

    6.2The Customer must identify a suitable location — dry, free from vibration, well ventilated, and within 2 metres of the Access Circuit termination point and a 220V power supply.

    6.3SureTel will repair or replace failed equipment where covered by warranty. The Customer must return original equipment.

    6.5SureTel will retain the password for the Network Coverage. IP configuration responsibility lies with SureTel.

    6.6Ownership of Network Coverage vests in SureTel. Equipment is not subject to rent-to-own.

    7. IP Addresses

    7.1SureTel will dynamically assign IP addresses from AfriNIC-allocated blocks. Any IP address allocated remains the property of SureTel, with a non-transferable licence for limited use.

    8. Security & Support

    8.1Logical and physical security measures are the Customer's sole responsibility. SureTel will not be liable for losses from security breaches.

    9.1Support must be logged telephonically, by email or in the online portal to [email protected].

    9.2Requests sent to account managers may result in delayed responses for which SureTel shall not be liable.

    9. Relocation

    10.1The Access Circuit is provided to a specific address.

    10.2Moving premises may incur costs or termination fees charged by the Network Operator.

    10.3SureTel requires at least 6 months' notice of intention to move premises.

    10.4New premises are subject to a feasibility study.

    10.6Services on new Access Circuits will be on a new contract term.

    10.7If it is not possible to provide an alternative service at new premises, early termination provisions apply.

    10. Cancellation Terms

    11.1The Customer must give one clear calendar month notice of cancellation. Example: cancellation logged on February 20 terminates the service on March 31.

    11.2Cancellations must be sent in writing.

    11.3If the cancellation date is prior to the expiry of the Service Term, a standard three-month cancellation fee as per the written quotation will apply.

    This document was last updated on 19 March 2026. For questions about these terms, please contact us.