Last updated 15 October 2019

We try to make all our policies as clear, fair, and readable as possible, with some mild humour thrown in.

Relevant Links

ISPA

  • As an Internet Service Providers Association (ISPA) member we uphold and abide by the ISPA Code of Conduct.

Atomic Contact Details

  • Registered name: Atomic (Pty) LTD
  • Contact email address: hello@atomic.ac
  • Telephone: 021 300 5046
  • Physical address: 2 Gordon Street, Gardens, Cape Town, 8001

Support

  • Support Channels and Contact Details are here https://www.atomicaccess.co.za/support/
  • We are a founder run business, so we don’t have a 24/7 call centre of people but we try to help as quickly as reasonably possible.
  • Response time: We aim to have you sorted within the same day for most issues. Some issues relating to fibre networks or voodoo related WiFi issues can take longer.
    “We’re sorta like 7-Eleven. We’re not always doing business, but we’re always open.” — Boondock Saints
  • Fibre network operator (FNO) service level agreement (SLA) are covered by their respective SLA – here https://www.atomicaccess.co.za/sla/
  • Routers plugged into the ONT must be configured in “Router” mode and not “Bridge” mode. Routers in “Bridge” mode may be disconnected.
  • We are here to help but you are ultimately responsible for managing, maintaining and administering your own network (everything that comes after the ONT). Please visit our self help docs for common troubleshooting tips.
  • We’ll do our very best to make sure you always have the most epic internet in the galaxy 🖖

Wi-Fi and IT Support

  • Sometimes Wi-Fi can be a dark art. Some customers premises results unpredictable wi-fi performance. This can be caused by noisy radio frequency (RF) environments, building design/materials and interference from other Wi-Fi devices. We will do our best to advise and troubleshoot these kinds of problems but in the end we can’t take responsibility for network devices on the customer premises.
  • Please note our support is limited to connectivity related matters. Slow laptops, faulty printers or buggy software would fall outside of the scope of things we can help with.

Caps, shaping, (Super) Fair Usage Policy

  • Customers agree that they will only use our services in a manner consistent with this AUP and that your failure to do may be grounds for us to suspend or discontinue service provision.
  • To protect the integrity and security of our network we reserve the right to allow access to it.
  • Our bandwidth policy is not set in stone, but if a customer is impacting the integrity of the network we will need to work with the customer to achieve a solution that works for both sides.
  • We aim to always give customers the full burstable capacity of their links, both locally and internationally. Please feel free to use your link’s full capacity for short uploads and downloads. Prolonged international use at high speeds does have a cost impact. If we detect that your usage patterns are expensive, we’ll arrange a meeting and discuss some options on how you can adjust your usage patterns to use off-peak times or we may ask you to pay a bit more so we don’t make a loss.
  • Residential services are sold on a “one line per home” basis and don’t allow aggregation using in-building networks.
  • You are not allowed to share/resell your internet with your neighbours or nearby offices.
  • You are not allowed to run an ISP/WISP using our internet services.
  • Lines may not be used to carry backhaul traffic for other network operators.
  • Unacceptable use:
    • Any criminal, illegal or unlawful act.
    • Any use which intentionally interferes with our ability to provide our services in any respect.
    • Any use which intentionally interferes with our rights or the rights of any third party.
    • Any use which is a breach of any other agreement we may have entered into with you or any policy or other terms and conditions which you have agreed to in connection with the use of our services.
    • The use of the service to send unsolicited direct marketing communications in contravention of applicable law or which would cause us to be in contravention of the ISPA Code of Conduct.
  • From time to time we may need to apply rules relating to our super fair usage of the service to make sure that our network is efficiently managed.

FTTB Pricing

  • Our business list prices are based on a standard small and medium size business usage profiles.
  • e.g. 07h00-19h00 usage times.
  • Up to 10 users.
  • Heavy usage profile is quoted to spec.
  • If you get a better quote, please let us know.

Billing

  • Most services are provided on a month-to-month basis. Some services have contracts.
  • Services are billed a month in advance.
  • Your first invoice will include any pro rata line rental, your next month line rental, any installation, reconnection and hardware charges at the end of your first month.
  • You are welcome to fill out a non-binding direct debit mandate.
  • If you receive freebies (routers, installation, migration, reconnection etc) and you cancel or downgrade within the first 12 months, you will need to pay for the initial discount I received. e.g. Frogfoot install/migration or Octotel install = R1725 or Octotel migration/reconnect = R862.
  • In most cases billing starts the day after the FNO makes you live. If there are any delays caused by us, then we will not bill you until the day that we have fixed the issue and made sure you are live.
  • If you are the reason you are not able to access the internet, and we have done everything in our power to be able to get you live, we will bill you from the day after the day that we could reasonably have assumed that you could be live.
  • From time to time Fibre Network Operators (FNO’s) will change their pricing, which will impact our prices. We will communicate any changes in pricing to you.

Changes to Services

  • Service Upgrades:
    • Octotel: Upgrades are processed in about 1-2 business days. You will be billed pro rata for difference in cost for the remaining period of the month.
    • Frogfoot: Upgrades are processed in about 1-2 business days. You will be billed pro rata for difference in cost for the remaining period of the month.
  • Service Downgrades:
    • Octotel: If you submit your downgrade request by 14h00 on the 24th of the month (or the previous working day if that falls on a non work day) your line will be downgraded at the end of the same month.
    • Frogfoot: Downgrades on Frogfoot only come into effect once your current month’s service has elapsed. So, if you downgrade on the 12th of the month, your downgrade will only come into effect at the end of the following month.
  • Service Cancellations:
    • Octotel: If you submit your cancellation request by 14h00 on the 24th of the month (or the previous working day if that falls on a non work day) your line will be cancelled at the end of the same month.
    • Frogfoot: Frogfoot requires a full calendar month notice. For example if you give notice on the 15th of March, your service will be cancelled at the end of April.

PayPlan

  • If you choose a PayPlan option an additional R99/month will be added to your monthly invoice, as a PayPlan line item.
  • Your PayPlan Balance will decrease every month with each payment. Your Initial PayPlan Balance and PayPlan Term will be calculated based on your relevant initial setup cost option. Current options are:
    • Octotel Migration or Reconnect: 9 months x R99 = R891 initial balance.
    • Frogfoot Migration or Reconnect: 18 months x R99 = R1782 initial balance.
    • Octotel or Frogfoot New Installation: 18 months x R99 = R1782 initial balance.
    • Vumatel New Installation, Migration or Reconnect: 10 months x R99 = R990 initial balance.
  • Early Payplan Service Cancellation
    • Should you need to cancel your service before the completion of the PayPlan Term, you will be billed your total remaining PayPlan Balance on your final invoice – this is calculated by subtracting the total R99/month instalments paid to date, from your original PayPlan Balance. This final invoice must to be paid within the last month of your service with Atomic.

SPAM, Safety, Unlawful content and activity

  • We take SPAM and unlawful activity seriously
  • Customers agree to not to send or promote the sending of spam
  • If you think our network is being used to send or relay spam, please email hello@atomic.ac
  • ISPA provides relevant information on how to protect yourself and your children from online threats:
    • Cyber Safety Resources – https://ispa.org.za/safety/
    • Resources for Children and Teens – https://ispa.org.za/safety/children-and-teens/
  • Should you feel the need for assistance with any of the following acts please ask for assistance from ISPA:
    • the Harassment Act (No. 17 of 2011)
    • the Maintenance Act (No. 99 of 1998)
    • Films and Publications Act (No. 65 of 1996) as amended
  • We are obliged to take appropriate action where it becomes aware of any unlawful content or conduct
    • ISPA is our agent for the purpose of receiving take-down notifications in terms of section 75 of the Electronic Communications and Transactions Act.
    • The relevant details for ISPA are:
      Internet Service Providers’ Association (ISPA)
      Address: PO Box 518, Noordwyk, 1687
      Telephone: 010 500 1200
      Email: complaints@ispa.org.za