Detailed description of goods and/or services
Delmas Connect is an Internet service provider that markets hosting, Internet access, VoIP and web development services.
Subject to availability and receipt of payment, requests will be confirmed within 2 working days and delivery confirmed telephonically or via e-mail.
By agreeing to use our services you agree to our standard terms and conditions.
Return and refunds policy
The provision of goods and services by Delmas Connect is subject to availability. In cases of unavailability, Delmas Connect will refund the client in full within 30 days. All goods such as hardware and software remains the property of Delmas Connect until paid in full.
Wireless equipment guarantee
-Upon activation and installation of wireless equipment, we offer up to 12 months factory guarantee on all equipment. Standard T’s & C’s apply.
-We give a 30 day workmanship done on all new installations.
-All changes / improvements / repairs / software updates / security upgrades to the equipment are for the client’s account unless the damage / fault is as a result of the company’s negligence. It is your responsibility to keep your equipment up to date with upgrades of hardware and software.
-The high site equipment is always the responsibility and property of the company and the client will never be held responsible for any changes / repairs needed on the high site.
-It is standard policy for clients to be pre-advised of any potential costs in either the form of a formal quote, when the exact fault is known, or an estimate, when an onsite evaluation is required.
Unless otherwise noted, all prices on this web site exclude Value Added Taxes (VAT). Residents from outside the Republic of South Africa are exempt from South African VAT.
Delmas Connect shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA).
Acceptable use policy
Delmas Connect’s hosting and Internet access services are governed by our Acceptable Use Policy (AUP). Our AUP states that none of the services may be utilised in any way to generate SPAM (UCE – Unsolicited Commercial E-Mail). Use of your e-mail account to send unsolicited bulk (UBE) or commercial messages (UCE) is prohibited. This includes, but is not limited to, bulk-mailing of commercial advertising, informational announcements, charity requests, petitions for signatures, and political or religious tracts. Such material may only be sent to those who have explicitly requested it.
Wireless services – Speeds available
Please note that all Wireless services require a clear line of sight to our nearest tower in order to be effective. These services are provided on an “as is” and “up to” service level agreement. This means that although installations are done with high quality products and workmanship, the line speed achieved is not guaranteed. Variations may exist and if this is the case, we recommend downgrading to a slower package for stability.
If you need a dedicated link please contact the office and we will gladly assist you.
Delmas Connect will use reasonable endeavors to make its services available to its Subscribers, and to maintain the availability thereof for use by its Subscribers. However, we provide the services “as is” and “as available” and we do not make any express or implied representations or warrant or guarantee the quality or security of the services or that the services will at all times be free of errors or interruptions, be always available, fit for any purpose, not infringe any third party rights, be secure and reliable, or will conform to your delivery timeline requirements subject always to the provisions of the CPA where applicable.
What is the contention ratio on wireless
We run a 10:1 contention ratio on all accounts except Platinum accounts and accounts with dedicated links.
-You hereby unconditionally and irrevocably indemnify Delmas Connect and agree to indemnify and hold Delmas Connect harmless against all loss, damages, claims, liability and/or costs, of whatsoever nature, howsoever and when so ever arising, suffered or incurred by Delmas Connect as a result of any claim instituted against Delmas Connect by a third party (other than you) as a result of (without limitation):
-Your use of our services or products other than as allowed or prescribed in the Agreement;
-Any other cause whatsoever relating to the Agreement or the provision of services or products to you where you have acted wrongfully or failed to act when you had a duty to so act.
Should any aspect of a client’s website cause spam and disrupt the service to any of our other clients, we will immediately suspend the hosting services of the website responsible for the spamming. This will be done after making contact with the client in writing to confirm this. Services will be reactivated upon confirmation from the client that the spamming software has been removed.
Client changes to personal domains
Delmas Connect reserves the right to charge a service fee, for any changes or system corrections needed on servers or domains owned by clients, when the changes or corrections needed are the result of changes made by the client.
Client access disclaimer
Delmas Connect reserves the right to charge a specialized IT Support fee, for any changes or system corrections needed on client installations and networks, in the event of a request for full systems access by the client.
Delmas Connect’s servers may be used only for lawful purposes. Transmission, distribution or storage of any material in violation of any applicable law or regulation is prohibited. This includes, without limitation, material protected by copyright, trademark, trade secret or other intellectual property right used without proper authorization, and material that is obscene, defamatory, constitutes a legal threat, or violates export control laws. Examples of unacceptable content or links: “Pirated software”, “Hackers programs or archives”, “Warez Sites”, “Irc Bots”, “Illegal Mp3’s” etc.
We will be the sole arbiters as to what constitutes a violation of this provision with guidance taken from the Internet Service Provider’s Association, our governing body.
Payment options accepted
Payment may be made via Debit Order (Bank Draft) and Visa / MasterCard /American Express credit cards. Unless otherwise specified, all hosting and Internet access services are payable pro-rata in advance.
Payment on additional invoices
As per the terms on our service application forms, please note that you are in agreement to accept any additional relevant charges submitted against your account, not included in the monthly service invoices. This may include top up invoices, or invoices related to overuse for hosting services.
Delmas Connect’s debit orders are processed once a month, typically on the 25th day of each month ( please take note that we bill pro rata in advance)
Should a customer’s monthly debit order return as rejected for any reason, a rejection fee of R69.00 will incur and this will immediately be billed as a separate invoice.
Upon signing up with Delmas Connect, the client agrees to any additional relevant charges to their products that are not included in their monthly service invoice. This includes any top up invoices generated for Internet connection, as well as traffic or disk over usage invoices that are created for hosting. As all invoices are automatically e-mailed immediately after they are generated, it is the client’s responsibility to contact Delmas Connect should they have any queries relating to an invoice upon receipt thereof.
Delmas Connect takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.
Country of domicile
This website is governed by the laws of South Africa and Delmas Connect chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature.
Delmas Connect at its sole discretion, may choose to change the terms, conditions and operation of this website at any time without notice. This includes the occasional adjustment of our pricing allowing for the notification of our clients within 21 days.
Non-payment on overdue invoices
All invoices – unless otherwise indicated are due COD, or by the first of each month as all monthly services are billed in advance for the upcoming month. Should an invoice become overdue, the necessary process is followed by our system with the details that are available on each client’s profile. Should we receive no response with regard to outstanding invoices, the account will be handed over to our listing agency – Accountability. The client will receive notice from this company of the outstanding fees and have 30 days to respond and make arrangements for payment to Delmas Connect. Should payment not be received after the 30 days, the account holder will be blacklisted for non-payment.
If your service is suspended due to non-payment a re-connection fee of R100.00 will be imposed and will be billed immediately as a separate invoice.
It is the responsibility of the client to ensure that Delmas Connect has their updated details, and this is available for each client to view in their client area. It is also the responsibility of the client to be in contact with Delmas Connect to arrange for payment before the account is handed over.
Late payment for domain renewals
In order to avoid having your domain suspended due to late payment, please ensure you make payment prior to the due dates stated on the invoice for the renewal. Failure to do so may result in the domain becoming suspended and even being purchased by another entity while unpaid.
Our renewal notices and invoices are sent out more than 30 days in advance, so ensure that your listed email address is the correct one with which to reach you.
Transferring of domains away
If you want to transfer, move, or cancel a domain, the abbreviated procedure is as follow:
Client submits cancellation request
New domain registrar initiates transfer
Delmas Connect accepts transfer
Domain is transferred
It is imperative that you contact your new ISP before transferring a domain away so that this entire process can facilitated. The essence of transferring a domain away is that the new (“incoming”) ISP does most of the work. If the new ISP does pro-actively manage the transfer your domain might go into redemption and then get re-registered by another party.
Domain renewals .CO.ZA
Delmas Connect uses the official South African domain registrar to register .CO.ZA domain names. This registrar provides an option to pay them directly instead of going via the ISP. The money Delmas Connect collects for domain registrations and renewals are used to cover our administrative, billing, technical support, and infrastructure costs. For example, for every domain name that resides on our servers, we run fully redundant servers, locally, and internationally. If a client elects to pay the domain registrar directly instead of honouring our invoices, Delmas Connect reserves the right to not host the client’s DNS.
Backups for hosting packages
Daily backups are made of the web files on our servers and they are available in the event that your site needs to be restored. Please note that we do not offer any backups for mails linked to the domain hosted with us and suggest that you always ensure a local copy.
It is highly recommended that you also create a separate backup of all your DNS records, web files and mailbox content, to prevent loss of data as we do not guarantee backups. For more info on our backup services, visit our info page on Online Cloud Backup solutions.
Technical Support regarding overuse investigation
Our hosting and Internet access platforms already provide clients with detailed statistics of usage. Sometimes clients find it difficult to understand that they are using such a large amount of overuse. If a client is unable to resolve the issue using the tools at their disposal and they would like DelmasConnect to investigate further, our Support team will be able to assist on this matter at a charge rate of R 250 per domain / account. Charges will not be applied should there be a system fault on Delmas Connect’s side. For further clarity on this please contact our help desk.
System administration support fees charged
Delmas Connect charges for system administration of client’s servers. A fee of R75.00 is charged to the client for each incident, and is payable upfront.
Transfer requests outside office hours
If a client wishes to transfer a domain out of office hours, the following policy applies:
The client must make sure the domain and all related services are paid up to date.
The incoming ISP must get confirmation in writing (e-mail is fine) that the accounts department will accept the transfer.
If the above procedure has not been followed the after-hours (emergency personal) will be unable to help.
Please note that all outgoing domain transfers are automated. If your domain or any of the related service are not paid up to date the domain transfer will be automatically declined. Manual override can only be done during office hours.
Transfer tickets are only accepted once the cancellation for the specific hosting product has been requested online in the client area by the client, and in accordance with Delmas Connect’s 30 day notice period for hosting product cancellations.
Termination of service
The General Terms of Service of this agreement commences on the Effective Date and will continue indefinitely, subject to termination by either party on 1 (one) calendar month prior, following our online cancellation procedure. Your services can only be candled if your account balance is R0.00
Cancellations are accepted by sending a cancellation request to [email protected]. Cancellations are processed as follows:
Should the cancellation request be received before the 10th of the current month, this will result in the package being terminated (including all relevant files, information and history) on the 1st day of the following month. (E.g. The cancellation is received on 10 June, and the product will be terminated on 1 July.)
Should the cancellation request be received after the 11th of the current month, this will result in the package being terminated (including all relevant files, information and history) on the 1st day of the second month. (E.g. The cancellation is received on 11 June, and the product will be terminated on 1 August.)
Please note that the cancellation period is 90 days ( 3 Calendar months ) in the case of clients who have an service contract/agreement with Delmas Connect.
Clients who have signed any other agreements are excluded in this termination policy and are subjected to the signed agreement.
Please note that should you require your VoIP services cancelled, a 30 day notice period is applicable. As Delmas Connect is a reseller for this product, you will need to request a separate cancellation for this service.
An email should be sent to [email protected] to request that the VoIP services be discontinued and cancelled with the supplier. Delmas Connect will process the cancellation with the supplier on your behalf once the cancellation email has been received.
Client contact details
It is the client’s responsibility to keep their contact details up to date. This is easily accessible via the Client Area
Health and safety regulations
In compliance with best practice, we do not allow engineers to complete any work during harsh winds or on wet surfaces especially roofs. All appointments scheduled on days when there are strong winds or rain, will be rescheduled to the next available date. This is due to safety regulations and the risk of injury.
Delmas Connect has standard procedures for obtaining technical support and escalations.
Clients are requested to log a ticket when experiencing difficulties. Methods for logging tickets are as follows:
Using our website, http://support.delmasconnect.co.za
Sending an e-mail to [email protected]
Phoning our help line on +27 87 160 0544
When requesting technical support you will be given a ticket number. All our technical support cases are attached to a ticket number which we use to trace the issue through our system. Without a ticket number, we cannot process any support request. Should you not receive a ticket number by default, please ensure that you ask for one. If you require to escalate a call, ensure that you quote your ticket number when proceeding with the escalation request.
Please do not contact our Support Engineers directly on their personal e-mail address or via any of the chat programmes such as WhatsApp, as your query will not be handled efficiently.
Our Support Department should not be contacted for any reason on their cell phone numbers when reporting a problem.
Our system is set up to handle all technical support queries in an efficient manner and problems will only be addressed by following one of the three reporting methods above.
Our SLA and turnaround times
The following response time periods are applicable with regards to our support structure:
Within 24hrs – emergency maintenance to Delmas Connect infrastructure such as high sites and apartment hotspots
Within 72hrs – snag list resolution of jobs already started
Within 2 working days – maintenance and call out jobs
Within 4 working days – large site installations and network setups once quote accepted
Within 14 working days – client standard wireless installations from forms received
Within 90 working days – client standard fiber installations from forms received
These times do not include weekends or public holidays.
Delmas Connect’s contact details
PO Box 2074, Delmas, 2210, South Africa
+27 87 160 0544 Office number
Installations – Use of own equipment or own installation done
Delmas Connect does not bear responsibility for a lack in QoS (Quality of Service) of the package line stability and speed, when equipment is used for a wireless installation that is not purchased from Delmas Connect directly or if the recommended equipment is not used.
Additionally, if the installation is done by anyone other than Delmas Connect -approved contractors or employees through the official Delmas Connect booking channels, Delmas Connect reserves the right to charge for any changes or system corrections needed on client installations and networks as well as equipment to be purchased.
Criminal activity on Delmas Connect’s Network
No form of criminal activity will be tolerated on Delmas Connect’s network. This includes hacking or phishing or trespassing on any person’s system and any other activity which is prohibited by the law. The normal turn of events is that the police will subpoena Delmas Connect for the information. Delmas Connect, however, reserves the right to disconnect a user’s system until such time as the investigation is completed.