Terms and Conditions for On-Site Services by Atomic Pty Ltd

General Terms:

1. Mandate Requirement: We will not work on any LAN-side equipment without a signed mandate or waiver from you. This document will clearly outline the costs and scope of the services we offer. By signing, you agree to appoint Atomic Pty Ltd (referred to as “Atomic”) to perform these on-site services.
2. Service Location: On-site services will only be provided at the premises where an existing Atomic fibre service is active.
3. Authorised Contact: We will only deal with a known contact listed on the account.
4. Business hours: Our business hours are 0800-1800 Monday to Friday, excluding South African public holidays.
5. Mandate validity: This mandate is valid for the specified service address and will expire 24 months from the date of signing.

Service Expectations and Limitations:

1. Expectations: You should decide what you want—whether it's the cheapest option with possible compromises or something more reliable with better performance which might cost more.
2. WiFi Speeds: Please note there are various limitations to WiFi speed and cannot be guaranteed. Here are some very rough guideline WiFi speeds on the long range 2.4Ghz and the short range 5Ghz bands:
   1. 2.4GHz WiFi 5: Up to 40Mbps
   2. 5GHz WiFi 5: Up to 260Mbps
   3. 5GHz WiFi 6: Up to 400Mbps
3. Bound by the laws of physics: We cannot break the laws of physics. Power, signal strength, the antenna configuration on your WiFi AP/client device, objects and distance will all affect your WiFi speeds.
4. WiFi Mesh: If you choose WiFi mesh over a wired setup, we cannot guarantee performance. In fact, we cannot guarantee performance in any scenario.
5. Maintenance and Support: We do not offer ongoing maintenance, retainer, insurance or service level agreements for on-site deployments. Atomic will determine the timelines for support and provide a best effort service.
6. Courtesy Services: While we offer some courtesy services as part of the Fibre service fee, we reserve the right to limit these based on what is reasonable.

Timing and Costs:

1. Rates: On-site support is charged at R700 for the first hour and R600 for each subsequent hour.
2. Service Timing: Depending on the severity of the issues you have we can provide next business day service if possible, but it may take up to 7 business days to schedule an appointment.
3. Cost Estimates: All estimates are just that—estimates. The final cost may vary based on the actual work required.
4. Additional Costs: If your service requires more time, resources or hardware, additional costs will apply.
5. FNO Call-Out Fees: If part of the on-site work requires your Fibre Network Operators (FNO) intervention, you will be responsible for any call-out fees from the FNO.
6. Previous Installations: If your existing setup is too messy or unsuitable, we reserve the right to refuse to patch or repair it. We may recommend a full replacement for reliability.
7. Payment: The costs associated with your on-site appointment will appear on your next Atomic invoice after the work is complete.

On-Site Service Guidelines and Safety

• Technician Safety: Abuse of any kind will not be tolerated. If our technician feels threatened, they have the right to leave. If you have known mental health issues, please inform us in advance so we can accommodate you appropriately.
• Parking: Please ensure there is a safe place for us to park and let us know of any safety issues in advance.
• Property Access: Please ensure we can access your property at the scheduled time. If you are late, we will wait 15 minutes before rescheduling, and fees may apply.
• Use of Photos: By accepting our services, you give us permission to use before-and-after photos of the work on our website and marketing materials indefinitely.
• Sign-Off: You will need to sign off on all work completed on the day. This includes providing a “happy letter” to confirm your satisfaction.