1.1. Overview Comtel is a registered ISP, licensed by ICASA and a member of ISPA, WAPA, and AFRINIC, dedicated to delivering premier and innovative connectivity solutions. By entering into any agreement with Comtel for any services, the client acknowledges and agrees to these Terms and Conditions.

2.1. Agreement Duration and Charges The duration and charges are as outlined in the client’s agreement – for home clients, charges include VAT; for business clients, charges exclude VAT.

2.2. Pricing Adjustments Comtel may adjust pricing (with at least one calendar month’s notice) due to inflation, currency fluctuations, increased costs, or regulatory changes.

2.3. Email Newsletter New clients are automatically added to the monthly newsletter and may unsubscribe at any time (via the newsletter or Clientzone), or re-subscribe via Clientzone or https://comtel.co.za.

3.1. Clientzone & Administrative Portal Clients must use Clientzone (https://client.comtel.co.za) for managing accounts, ordering new services, cancellations, migrations (location and package changes), and engaging with PlayComtel.

3.2. Agreement Renewals Upon expiration, home clients transition to a month-to-month arrangement (with one month’s notice), while business clients require three months’ notice. Business clients may also have the option to re-sign their agreements to receive a discount factor, if available.

3.3. Cancellation of Services Clients in an active agreement cannot cancel until the term expires; those out of agreement must provide the required notice (one month for home, three months for business).

3.4. Moving Premises For home clients, Comtel covers moving fees. If there is no coverage at the new location, Comtel operates a “no penalty policy” and assumes responsibility for not being able to arrange coverage. Business clients, however, are not permitted to move premises without buying out their existing contract, as their service agreement is with both Comtel and the Fibre Network Operator; this condition forms an integral part of their agreement.

3.5. Service Upgrades Clients can upgrade services by signing a migration form via Clientzone. Upgrades take effect on the 1st of the month and are dependent on third-party networks. Upgrades may take effect earlier than the 1st, subject to the policies of the third-party networks.

3.6. Service Downgrades Clients in an active agreement cannot downgrade during the term. Clients out of agreement may downgrade by providing the required notice— typically one calendar month for home services and once month for business services (depending on third-party FNO terms).

3.7. Migration – Wireless to Fibre When fibre becomes available in client’s area, Comtel will migrate home clients at our cost; for business clients, a charge may apply. (This applies to Comtel wireless clients moving onto Comtel fibre services. For home clients, refer to clause 3.10, as there may be additional charges for the migration.)

3.8. Migration – Fibre to Fibre Migrating between Fibre Network Operators (FNOs) involves cancellation (of the existing fibre service) and ordering a new fibre service (at the new location). For home clients, this migration is provided free of charge; for business clients, a charge may apply. Any overlapping period will result in double billing charged to the client's account, for which Comtel is not responsible. (Home client migration costs as described here may be subject to additional charges as specified in clause 3.10.)

3.9. Migration – Fibre to Wireless Comtel migrates home clients from fibre to wireless at our cost; for business clients, a charge may apply. (This applies to Comtel fibre clients moving onto Comtel wireless services. Home client migration costs as described here may be subject to additional charges as specified in clause 3.10.)

3.10. Migration – Home Clients

3.10.1. In general, Comtel will bear the cost of migrating home clients from one residence to another, including standard installation and connection fees as determined by the Fibre Network Operator (FNO).

3.10.2. To ensure a sustainable service, if a home client relocates frequently—defined as more than once every 12 calendar months—Comtel reserves the right to charge additional fees to cover such costs. 3.10.3. Clients will be notified of any additional charges prior to processing a migration if their relocation frequency exceeds the standard allowance.

3.10.4. This clause applies to home client migrations described in clauses 3.7, 3.8, and 3.9. Excessive relocations may result in limitations or adjustments to the free migration benefit.

4.1. Suspension Conditions Services will be suspended if payment is not received or if a debit order returns unpaid.

4.2. Notification Our automated reminder system will notify clients when their account is due for payment and prior to the suspension of services due to non-payment.

4.3. Reconnection Fee Any manual reconnection of services following a suspension due to non-payment will incur a nominal fee, which will be automatically added to the client’s account.

4.4. Reactivation Process – Automated Option a. Log in to https://client.comtel.co.za. b. Follow the provided link and upload your Proof of Payment (POP).

4.5. Reactivation Process – Manual Option a. Pay the required EFT amount. b. Include your payment reference number (e.g. C*******). c. Email your POP to accounts@comtel.co.za.

4.6. Assistance Alternatively, clients may contact us on 087-022-0000 for assistance with account reactivation, which will also incur a nominal fee.

5.1. Equipment Provision Comtel provides ‘free to use’ WiFi routers (for home clients) and managed Mikrotik routers (for business clients), which remain the property of Comtel.

5.2. Warranty on CPE Routers and Wireless Equipment All CPE routers and wireless equipment are provided with a 12-month warranty.

5.3. Router for Life Faulty WiFi routers (for home clients) and managed Mikrotik routers (for business clients), if found to be faulty due to natural causes (excluding damage from misuse or unauthorised modifications), will be replaced by Comtel at our cost; however, the client is responsible for the courier fee and any fees relating to Onsite Support Partner involvement.

5.4. Router Access By default, clients do not have login access. Clients requiring access must sign an acceptance waiver, assuming responsibility for any necessary interventions.

5.5. Power-Related Issues and Router Allocation Clients are responsible for protecting the provided routers. (Home clients receive WiFi routers; business clients receive managed Mikrotik routers.) Replacement costs due to power surges or failures remain the client’s responsibility, and therefore these issues fall outside the “Routers for Life” policy.

6.1. Installation and Activation Fees The installation and activation fees are defined by our Network Partners and may vary from time to time.

6.2. Infrastructure Availability Comtel waits until the Fibre Network Operator (FNO) confirms fibre infrastructure availability before proceeding with installation.

6.3. Delivery of Equipment Once the FNO confirms availability, Comtel will courier the router to the client’s chosen delivery address.

6.4. Installation Lead Times Installation lead times are provided as an average guide and may vary due to factors such as site readiness, regulatory approvals, and scheduling by the FNO.

6.5. Delivery and Activation Process After the Network Partner installs the fibre and Optical Network Terminal (ONT), it typically takes about 2–3 days for Comtel to “light you up” (i.e. to courier the router and connect the service).

6.6. Client Responsibilities Clients are responsible for ensuring that their premises are ready for fibre installation, including providing access and any necessary permissions.

6.7. Disclaimer Installation lead times and activation times are estimates and may be affected by factors beyond Comtel’s control, such as delays by the FNO or unforeseen site conditions.

7.1. Installation Details The installation fee for the Comtel Connects wireless network includes the pole, bracket, 30m of cable, network point, and labour to install and set up the WI-FI router.

7.2. Site Survey and Additional Charges If your installation requires additional cabling or equipment, a site survey will be conducted. Following the survey, you will receive a quote to proceed; if you choose to proceed, you will need to sign a quote confirming the additional charges.

7.3. Turnaround Time Installation full turnaround time (from a signed order) is approximately 3 to 5 days to go live.

7.4. Installation Responsibility This service is part of the Comtel Connects wireless network. Comtel Connect technicians perform the physical installation, which includes setting up the WiFi router for home clients and the Mikrotik router for business clients.

8.1. Third-Party Networks Comtel’s services are delivered via third-party networks and are subject to those networks’ terms and conditions.

8.2. Internet Services Comtel offers uncapped, unshaped, and unthrottled internet services (with speeds provided on an ‘up to’ basis unless dedicated).

8.3. WiFi Coverage WiFi coverage is not guaranteed and may vary due to environmental and physical factors such as walls, ceilings, building materials, interference from neighbours' WiFi networks, and clients' own equipment (for example, having multiple routers within the same premises). Any additional coverage requirements are at the client’s expense. Any installation or maintenance of additional WiFi coverage must be arranged directly between the client and their chosen Onsite Support Partner or IT support company.

8.4. Service Limitations All services (fibre, wireless, VoIP, and PBX) are provided on an “as is” and “as available” basis, with no guarantee of uninterrupted or error-free operation. This is due to our reliance on third-party networks.

8.5. Loadshedding and Battery Backup While battery backup systems are provided by third-party networks, Comtel does not assume responsibility for downtime caused by Eskom-related issues that affect these networks.

9.1. Technical Support Clients can contact Technical Support by phone (087-022-000), via email (support@comtel.co.za), via WhatsApp, or by logging a ticket on Clientzone.

9.2. Standard Support Hours Remote support is available 7am to 8pm, 365 days. Onsite support is provided by Onsite Support Partners as per separate agreements.

9.3. Standard Response Times Response times are as detailed in the Service Level Agreement (SLA) below.

9.4. Service Level Agreements (SLAs)

9.4.1. Standard Home SLA: • Time to log a ticket (Phone): 5 minutes; (Clientzone, Email, WhatsApp): 30 minutes. • Mean time to remote fault resolution: 4 hours.

• Remote support availability: 7am to 8pm (365 days). • Monthly cost: Included (for home clients, this price includes VAT). Note: Onsite support remains the responsibility of the designated Onsite Support Partner or contracted IT provider.

9.4.2. Standard Business SLA: – Time to log a ticket (Phone): 5 minutes; (Clientzone, Email, WhatsApp): 30 minutes. – Mean time to remote fault resolution: 2 hours. – Remote support availability: 7am to 8pm (365 days). – Support via Tier 1; active monitoring available (opt-in via Clientzone); Account Manager included; Included at no cost. Note: Onsite support remains the responsibility of the designated Onsite Support Partner or contracted IT provider.

9.4.3. Advanced Business SLA: – Mean time to remote fault resolution: 1 hour. – Remote support availability: 7am to 8pm (365 days) plus a 24/7/365 hotline. – Support via Tier 2 (direct Level 2 access); monthly cost: Price on application (price exclusive of VAT). Note: Onsite support remains the responsibility of the designated Onsite Support Partner or contracted IT provider. For more specific details regarding SLA terms and support arrangements, please refer to the SLA and Support agreements.

9.5. Escalation of Complaints

9.5.1. Home Clients: May escalate complaints to the Support Manager, with further escalation to the National Sales Manager if necessary; and to the Directors if no resolution is found.

9.5.2. Business Clients: Initially escalate to their Account Manager; further escalation to the National Sales Manager is available if required; and to the Directors if no resolution is found.

9.6. Call-outs and Maintenance

9.6.1. Wireless Clients: For Comtel wireless clients, call-outs or maintenance (to replace, fix, or reconfigure equipment) are billed unless covered by a hardware maintenance agreement. 9.6.2. Fibre Clients: For Comtel fibre clients, onsite support can be provided by selecting from Comtel’s list of available Onsite Support Partners, or by engaging an external IT provider. The cost for this is for the client’s account.

9.7. Active Monitoring (Opt-In) Comtel offers an active monitoring service (enabled via Clientzone) to automatically inform the client of their connectivity status e.g. “up or down”. Note: If notifications are requested

via SMS or WhatsApp, additional charges may apply.

9.8. Account Manager for Business Clients Business clients receive a dedicated Account Manager for assistance with escalations, account reviews, and ongoing support.

9.9. Partner & Onsite Support Terms Onsite support is provided by Onsite Support Partners. Clients wishing to use an external IT provider must have them onboarded via Comtel’s online partner portal to ensure compliance with support protocols.

9.10. Advanced SLA for Business Clients Business clients on the Advanced SLA receive direct Level 2 (Tier 2) support via a dedicated phone number. Onsite support remains the responsibility of the designated Onsite Support Partner or contracted IT provider.

9.11. Average time to ‘remote fault resolution’

This means the average time it takes to either remotely fix the issue or engage with the Onsite Support Partner (or client) with a plan to fix the issue onsite.

10.1. Promotional Offers Promotional offers are detailed in Comtel’s marketing materials and are only available for the specified durations.

10.2. PlayComtel Engagement and Competitions Clients may participate in competitions and social media activities via PlayComtel (accessed through Clientzone).

10.3. Referral Programme The referral programme is available to both home and business clients—including PlayComtel users. Clients may refer friends or companies to subscribe to Comtel services and earn credit in their respective accounts. Specific conditions are available on Comtel’s website and via Clientzone.

11.1. Service Credits Comtel does not issue credits for any downtime unless otherwise agreed in the client contract terms, given our reliance on 3rd-party networks;

11.2. Service for Minors Services are not intended for minors without guardian supervision and consent. Comtel is not responsible for restricting access to age-restricted content and adheres to ISPA, WAPA, ICASA, and applicable South African laws.

11.3. Downloading Copyright Material Piracy of copyrighted material is illegal under the Copyright Act. Comtel complies with South African law and may share information with authorities during investigations. 11.4. Misuse of Services Comtel reserves the right to suspend services for misuse.

11.5. Misuse of Equipment Any equipment misuse—including negligence, unauthorised modifications, or failure to use surge protectors—may result in charges for replacement, repair, or reconfiguration.

11.6. Abusive Behaviour Abusive behaviour toward Comtel staff is unacceptable and may result in service termination. A formal written apology may, at Comtel’s discretion, result in reinstatement.

11.7. Client Data Protection Comtel adheres to international best practices and the POPIA Act for data protection and privacy, as detailed in our Privacy Statement. Data obtained via FICA is shared with legal entities in compliance with ICASA, ISPA, WAPA, and South African law.

11.8. Cession and Assignment Clients may not transfer their service without completing Comtel’s cession migration form. Comtel reserves the right to refuse transfers based on negative credit checks.

11.9. Service Suspension and Reinstatement Services may be automatically suspended for late or non-payment, abusive behaviour, misuse, illegal activities, or breach of these terms. Reinstatement requires payment of outstanding amounts and applicable administration fees.

11.10. Debt Collection and Blacklisting For non-payment, Comtel may engage debt collection services (with additional administrative fees) and may blacklist clients with South African credit bureau agencies.

11.11. Limitation of Liability Clients use Comtel services at their own risk and indemnify Comtel, its employees, agents, and IT partners against any indirect or consequential losses arising from service use.

11.12. Security and Liability While Comtel implements reasonable measures to protect its network and client data, absolute security is not guaranteed. Clients remain responsible for maintaining internal firewalls and network security.

11.13. Use of Comtel’s Name or Logo Any use of Comtel’s name or logo requires prior written consent from Comtel.

11.14. Confidentiality Clients must keep these Terms and Conditions—and any exchanged proprietary or confidential information—strictly confidential, disclosing it only to legal or accounting professionals as necessary.

11.15. Dispute Resolution Any disputes will be resolved under South African law, with legal proceedings brought in the courts of Cape Town.

11.16. Membership, Licensing and Amendments Comtel is a member of ISPA, WAPA and AFRINIC and is licensed by ICASA. Comtel complies with national laws and reserves the right to amend these Terms and Conditions at any time.

12.1. Force Majeure Neither party shall be liable for any failure or delay in performance under these Terms and Conditions resulting from events beyond their reasonable control, including but not limited to natural disasters, war, terrorism, labour disputes, or disruptions in public utilities. In such cases, the affected party shall notify the other as soon as practicable, and performance will be suspended for the duration of the event.

12.2. Acceptable Use Policy (AUP) Clients agree to use Comtel’s services solely for lawful purposes and in compliance with all applicable laws and regulations. Prohibited activities include, but are not limited to, the transmission of spam, unauthorised access to networks, and any activity that may impair the performance or integrity of Comtel’s network. Comtel reserves the right to suspend or terminate services for violations of this policy.

12.3. IP Address Assignment & Management Comtel assigns IP addresses in accordance with standard industry practices. Dynamic IP addresses are provided at no additional charge. Should a client require a static IPv4 address, an additional fee will apply. IPv6 addresses are provided free of charge.

12.4. Modification of Services Comtel reserves the right to modify, upgrade, or change the services provided under these Terms and Conditions from time to time. Any changes affecting service levels or pricing will be communicated via the Clientzone portal or other official Comtel communications. Clients’ continued use of the services after such modifications constitutes acceptance of the changes.