We try to make all our policies as clear, fair, and readable as possible. 

If you plan on making use of Atomic’s onsite services, please familiarise yourself with these documents. They will help you understand what is included and excluded in our services, manage your expectations and avoid unnecessary fees.

Our onsite services are designed to provide additional support to our residential and commercial clients for things like extending WiFi coverage, running network cables, and general Local Area Network (LAN) upgrades. These onsite services are designed to complement our Fibre ISP services and do not replace the FNOs responsibilities to install or repair their Fibre equipment.

Relevant links

• Main Terms and Conditions
• Octotel SLA
• Frogfoot SLA
• Vumatel SLA
• Openserve SLA
• Our Privacy Policy
• Our Scope of Service
• Support channels and process
• Contact details

Key terms

• SLA – Service Level Agreement
• FNO – Fibre Network Operator e.g. Octotel
• ISP – Internet Service Provider e.g. Atomic
• AUP – Acceptable Use Policy
• ONT – Optical Network Terminal, also known as the “fibre box”
• CPE – Client Premises Equipment includes telecommunications and I.T. equipment at the customer’s physical location, including your Fibre Box and WiFi router.

General Terms:

1. Mandate Requirement: Atomic Pty Ltd (referred to as “Atomic”) will only provide onsite services when there is a signed mandate by the customer. This document will clearly outline the costs and scope of the services we offer. By signing, you agree to appoint Atomic to perform these onsite services and be bound by the onsite Terms of Service.
2. Service Location: Onsite 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 and/or authorised contact.
4. Business hours: Atomic’s 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 WiFi speed is not guaranteed. Here are some very rough guideline WiFi speeds on the long range 2.4Ghz and the short range 5Ghz/6Ghz bands:
   1. 2.4GHz WiFi 5: Up to 40Mbps
   2. 5GHz WiFi 5: Up to 260Mbps
   3. 5GHz WiFi 6: Up to ~400Mbps
   4. 6GHz WiFi 6E: Up to ~900Mbps
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 you accept the backhaul between the mesh nodes will use available WiFi bandwidth, reduce overall performance, and will not be as good as a wired WiFi system.
5. Maintenance and Support: Atomic does not offer ongoing maintenance, retainer, insurance, service level agreements or performance guarantees for onsite 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 and request the customer requests our onsite services.
7. WiFi Hardware Replacement Policy
   If your Atomic-supplied LAN Hardware fails, we’ll replace it as quickly as reasonably possible. Warranty Replacements for devices supplied by Atomic:
   1. If an Atomic supplied device fails during the warranty period, please return it with the original power supply and accessories for inspection and a warranty claim.
   2. If the returned device is found to be defective and there is a valid warranty claim, at its election, Atomic shall either replace, repair or refund the Goods.
   3. Should a product under warranty be discontinued or out of stock, Atomic have the discretion to indicate a suitable replacement/alternative from our suppliers.
   4. Any devices damaged due to power surges, blackouts or lightning will not be exchanged under warranty.
   5. NB: If the device is not found to be faulty, re-stocking and/or replacement fees will apply.
8. Atomic does not take responsibility for hardware vendor vulnerabilities or failures.
9. Disputes: In the event you are not satisfied with the onsite services or network hardware you received Atomic will do its best to resolve the issue, or abandon the project in a way Atomic does not make a loss. 

Timing and Costs:

1. Rates: Onsite support is charged at a specified hourly rate, including the time it takes to travel to site.
2. Hardware costs: Atomic procures hardware from local wholesalers specifically for your project. Once approved, you are liable for these hardware costs in the event we cannot reallocate the hardware to another project.
3. 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.
4. Cost Estimates: All estimates are just that—estimates. The final cost may vary based on the actual work required.
5. Additional Costs: If your service requires more time, resources or hardware, additional costs will apply.
6. FNO Call-Out Fees: If part of the onsite work requires your Fibre Network Operators (FNO) intervention, you will be responsible for any call-out fees from the FNO.
7. 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. If it is agreed to try and salvage old equipment and this ends up failing or is unreliable, Atomic does not accept any risk or costs associated with re-installation and Atomic does not provide any guarantees for losses experienced by the customer.
8. Payment and Completion: On completion of the project, the onsite work is deemed to have been completed as described and to your satisfaction. Any additional services requested beyond the original quote will be invoiced separately. The associated charges will appear on your next Atomic invoice, and you agree to pay for the completed services.

OnSite Service Guidelines and Safety

1. Technician Safety: We are committed to ensuring a safe and respectful environment for both our customers and technicians. Any form of abuse or threatening behaviour will not be tolerated. If a technician feels unsafe, they are authorised to leave the premises.
2. Parking: Please ensure there is a safe place for us to park and let us know of any safety issues in advance.
3. 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.
4. 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.
5. 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. You may need to sign multiple happy letters if the project has multiple phases.