1. Definitions
Capitalised terms not defined herein have the same meaning as defined in the General & Service Terms
1.1. “Contended” means that multiple users are sharing the same network capacity. Contention ratios are based on the individual design of the third party fibre access network over which the RocketNet service is delivered.
1.2. “Unshaped” means that RocketNet does not prioritise or differentiate between different classes of traffic. Moves, additions and changes are subject to feasibility, and additional charges for on-net or off-net changes may apply
1.3. “Uncapped” has the meaning as set out in the ISPA guideline on broadband terminology published at http://ispa.org.za/code-of-conduct/terminology-guidelines/
2. General
2.1. These terms are to be read in conjunction with:
2.1.1. RocketNet General & Service Terms at https://www.rocketnet.co.za/terms-and-conditions/
2.1.2. Acceptable use policy– available at https://www.rocketnet.co.za/acceptable-use-policy/
2.1.3. Fair usage policy https://www.rocketnet.co.za/fair-use-policy-fup/
2.1.4. Fibre network operators SLA terms https://www.rocketnet.co.za/fibre-network-slas/
2.2. RocketNet will provide you with contented capped or uncapped, unshaped access to the RocketNet Network via a fibre circuit (the “Access Circuit”) and the Equipment at a RocketNet Point of Presence (“PoP”), mobile data and voice over IP services.
2.3. The Service provides Internet access by transmitting and delivering IP packets between your computers connected on the RocketNet Network and other networks in accordance with its standard business arrangements with providers of such other networks.
3. Throughput Rates and IP Access
3.1. Access to, and across, the RocketNet IP Network is at the maximum throughput rates set forth in the subscriber agreement. Maximum throughput rates are not guaranteed.
3.2. Due to the nature of the Internet, RocketNet can only control download and upload speeds across the RocketNet Network (as defined in the RocketNet General Terms and conditions).
3.3. IP throughput rates may also be reduced by RocketNet in accordance with its Fair Use Policy, a copy of which can be provided to you on request.
4. Access Circuit
4.1. The FTTH network operator supplies, configures and tests the Access Circuit. Each FTTH network operator defines its own standard installation. The Customer shall be responsible for the costs of any facilities, extra cabling, additional trenching and other expenses not included in a standard installation that is necessary to provide the services to the Customer’s premises. Such costs shall either be charged by the relevant FTTH network operator directly to the Customer, or through RocketNet, depending on the business model of the FTTH network operator.
5. Equipment
5.1. The Equipment will be provisioned with a standard configuration in respect of the ordered Service.
5.2. You must identify a suitable location for the Equipment. The location must be dry, free from vibration and well ventilated. Installation is only possible if the distance from the termination point of the Access Circuit and a 220V energy supply to the position the Equipment is not greater than 2 metres.
5.3. In the event of failure of the Equipment, RocketNet will repair or replace (at RocketNet’s discretion) the Equipment where such failure is covered by the warranty of the original equipment manufacturer. Where the Equipment is replaced, you must return the original Equipment to RocketNet.
5.4. You accept liability for any costs incurred by RocketNet because of repair or replacement of Equipment where the Equipment failure was caused by your use, misuse or changes to the Equipment, other than as previously agreed to in writing by RocketNet.
5.5. RocketNet will retain the password for the Equipment. Responsibility for the IP configuration of the Service Configuration lies with RocketNet.
5.6. Ownership of the Equipment vests in the RocketNet;
5.7. Equipment is not subject to a rent-to-own contract.
6. IP Addresses
RocketNet will dynamically assign IP addresses from RocketNet allocated blocks obtained from AfriNIC. Any IP address allocated by RocketNet to you remains the property of RocketNet and you will have a non-transferable licence to use such addresses for a limited time.
7. Reporting Service
RocketNet may provide usage information in the online customer zone. The content of any usage information will only be visible to authorised users (“Users”) or authorise RocketNet employees. Usage information purposes only and will not be used to calculate any service credits.
8. Resale of Service
Resale of the Services is not permitted.
9. Accuracy of Your Information
You will provide RocketNet with accurate and up to date information: (i) when completing the Service Order; and (ii) when you contact RocketNet to report a suspected fault and is asked a standard set of structured questions. RocketNet shall not be liable for any loss suffered because of your failure to provide accurate information or any relevant facilities, which may lead to a delay in installation or service repair. You will be liable to RocketNet for any costs or losses suffered by RocketNet because of your failure to provide accurate information to RocketNet.
10. Maintenance
Scheduled maintenance on the RocketNet Network will be performed during a standard maintenance window during change control windows as determined in consultation with the relevant 3rd party provider of the fibre access network. RocketNet and the third party fibre access network provider reserves the right to perform emergency maintenance without prior notice, but RocketNet shall nonetheless endeavour to provide such notice as is reasonably and practically possibly in the circumstances.
11. Set Up and Configuration/ Installation Fees
11.1. Fibre to the Home products offered by RocketNet are all subject to a once-off set up and configuration or Installation fee.
11.2. Should RocketNet offer to waive this fee and you terminate your subscription within six (6) months of activating the service, the full installation or setup and configuration fee is payable as part of the termination fee.
12. Security
You acknowledge that the logical and physical security measures in relation to the Services are your sole responsibility RocketNet will not be held liable for any losses arising out of security breaches of your Services.
13. Disclaimer
RocketNet will in no event be liable for lost or interrupted data, messages, packets, or other information transmitted to or from third party networks, if the loss or interruption takes place outside of the RocketNet Network.
14. Promotional Pricing
Any advertised promotional pricing which may be offered from time to time, is done so at the discretion of RocketNet. Promotional pricing is subject to availability, either from the upstream network provider or RocketNet, and may be withdrawn at any time without notice.
15. Downgrades and Cancellation
15.1 All downgrade requests by you, require a calendar months notice.
15.2 You may downgrade your service package free of charge once in a rolling twelve-month period. For every additional downgrade in the twelve months from the free downgrade a downgrade fee of R500,00 (ex VAT) will be payable.
15.3. If you terminate the Agreement (or Rocketnet terminates the Agreement due to your breach of the Agreement), you will be liable to RocketNet;
15.3.1. during the first six months from the Billing Start Date,
15.3.1.1. an amount of R1,500; and
15.3.1.2. for the full value of the Service Equipment. You may return the Service Equipment (at your cost) as a set-off against your liability for the Service Equipment; and
15.3.1.3. unless clause 15.2 applies, for a pro-rata portion of the installation fee charge by the optic fibre network operator;
15.4. if RocketNet issued you with an installation voucher, the installation voucher will be credited to your account in equal credits over the period of the voucher and should you terminate the Agreement during the period of the voucher you will forfeit any remaining balance that would have been credited to you if the Agreement had not terminated.
15.5 Cancellation must be received by email to [email protected] in at least 1 (one) calendar month’s written notice
(A calendar month’s notice means that a notice must be given to RocketNet no later than 23:00 pm on the last day of the current month with the final cancellation date being the last day of the succeeding (next) month
16. Openserve Downgrades and “Free Installation Promotion” Cancellation terms applicable from 1 March 2022
16.1 All downgrade requests by you, require a calendar months notice.
16.2 You may downgrade your service package free of charge once in a rolling twelve-month period. For every additional downgrade in the twelve months from the free downgrade a downgrade fee of R500,00 (ex VAT) will be payable.
16.3. If you terminate the Agreement (or RocketNet terminates the Agreement due to your breach of the Agreement), you will be liable to RocketNet;
16.3.1. during the first six months from the Billing Start Date,
16.3.1.1. an amount of R2 500.00 (ex VAT); and
16.3.1.2. for the full value of the Service Equipment. You may return the Service Equipment (at your cost) as a set-off against your liability for the Service Equipment.
16.3.2 after the first six months from the Billing Start Date but before twelve months:
16.3.2.1 the aforementioned months will be recovered pro-rata in proportion to the remaining period up to twelve months; and
16.3.2.2 for the full value of the Service Equipment. You may return the Service Equipment (at your cost) as a set-off against your liability for the Service Equipment.
16.4. if Rocketnet issued you with an installation voucher, the installation voucher will be credited to your account in equal credits over the period of the voucher and should you terminate the Agreement during the period of the voucher you will forfeit any remaining balance that would have been credited to you if the Agreement had not terminated.”
17. Vumatel Downgrades and “Free Installation Promotion” Cancellation terms applicable from 1 September 2022
17.1 All downgrade requests by you, require a calendar months notice.
17.2 Downgrade of your service package such that a lower line rental fee is paid to RocketNet a downgrade fee of R500,00 (ex VAT) will be payable.
17.3. If you terminate the Agreement (or RocketNet terminates the Agreement due to your breach of the Agreement), you will be liable to RocketNet;
17.3.1. during the first 12 months from the Billing Start Date,
17.3.1.1. an amount of R3 500.00 (ex VAT); and
17.3.1.2. for the full value of the Service Equipment. You may return the Service Equipment (at your cost) as a set-off against your liability for the Service Equipment.
17.3.2.2 for the full value of the Service Equipment. You may return the Service Equipment (at your cost) as a set-off against your liability for the Service Equipment.
17.4. if RocketNet issued you with an installation voucher, the installation voucher will be credited to your account in equal credits over the period of the voucher and should you terminate the Agreement during the period of the voucher you will forfeit any remaining balance that would have been credited to you if the Agreement had not terminated.”
17.5 Reconnection/Activation fee
17.5.1 If the network fibre at your premise has been inactive for more than 30 (thirty) days, you will not be charged a reconnection/activation fee.
17.5.2 If the network fibre at your premise has been active within 30 (thirty) days, you are liable for a reconnection/activation fee.
17.6 Monthly line rental prices on the Free Installation Promotion is applicable for 6 months, following this will revert to standard pricing.
17.7 The Vumatel Tactical 25/25Mbps package is not applicable to the above terms and is not considered a “Promotional Package”.
17.8 Downgrades from the “Free Installation Promotion” packages to the Vumatel Tactical 25/25Mbps package is not permissable until a period of 12 months from Billing Start Date has passed.
18. Vumatel “Black Friday and Cyber Monday” Special Offer 25th – 28th November 2022
18.1 Vumatel Black Friday and Cyber Monday, Special Offer shall be available for 96 hours only, commencing at 00h00 on the 25th of November 2022 terminating at 23:59 on 28th of November 2022.
18.2 The Black Friday Promotion applies to new installations, reconnections and migrations only and
excludes any upgrades and downgrades.
18.2.1 The Special Offer shall be available to Subscribers during the Incentive Period only
18.2.2 there shall be no monthly fee to the
Subscriber for the first three months, thereafter the Subscribers will be billed at the
RocketNet’s retail price relevant to the Special Offer until such time as the Subscriber terminates their
agreement with RocketNet or upgrades/downgrades or changes packages.
18.3 The Black Friday Promotion shall only apply to Subscribers:
18.3.1 whose orders are placed within the Incentive Period
18.3.2 who remain on the line speed for which such Subscriber contracted during the Incentive
Period; and do not upgrade or downgrade or migrate to another promotional package.
18.4 The Black Friday offer and packages will be deactivated for any
new orders after the 96 hours.
19. Vumatel “R7 Birthday” Special Offer
19.1 The monthly line rental price of R7.00 is applicable for 1 MONTH, following this the monthly line rental will revert to RocketNet’s standard pricing for the remainder of the agreement.
19.2 The Vumatel R7 Birthday Special Offer shall be available for 30 (thirty) days only, commencing at 00h00 on the 1st of April 2023 and terminating at 17h00 on the 30th of April 2023 (“the incentive period”).
19.3 The R7 Birthday Special offer shall only apply to subscribers (“Qualifying Subscribers”):
19.3.1 who are located in a Qualifying Area to the Vumatel Network;
19.3.2 whose orders are placed within the incentive period (RocketNet must be able to successfully place the order with Vumatel);
19.3.3 who remain on the line speed for which such subscriber contracted during the incentive period;
19.3.4 who do not upgrade, downgrade or migrate to another promotional package.
19.4 The R7 Birthday special offer applies only to new installations. All upgrades, downgrades and migrations are excluded from the R7 Birthday special offer.
19.5 If the network fibre at your premises has been inactive for more than 30 (thirty) days, you will not be charged a reconnection/activation fee.
19.6 If the network fibre at your premises has been active within 30 (thirty) days, you are liable for a reconnection/activation fee.
19.7 In the event that you terminate the agreement with RocketNet, (or RocketNet terminates the agreement due to your breach of the agreement), you will be liable to RocketNet:
19.7.1. during the first 12 months from the billing start date:
19.7.1.1 an amount of R3500.00 (excl. VAT); and
19.7.1.2 for the full value of the service equipment. You may return the service equipment (at your cost) as a set-off against your liability for the service equipment.
19.7.2 Notice of your intention to terminate the agreement with RocketNet must be sent to [email protected].
19.8 Downgrades from the R7 Birthday special offer to the Vumatel Tactical 25/25 Mbps package is not permissible until a period of 12 months from Billing Start date has lapsed.
20. Vumatel Fire Sale Promotion (27th May – 6th June)
20.1 the Special Offer (Fire Sale Promotion) shall be available for the period commencing at 00h00 on the 27th of May 2023 terminating at 23:59 on the 6th of June 2023 (“the Incentive Ordering Period”).
20.2 the Special Offer service shall commence from the date of installation until the end of August 2023 (“the Free Period”), thereafter standard line rental pricing applies.
20.3 The Fire Sale Promotion Agreement is only applicable to 50/50Mbps, 100/100Mbps and 200/200Mbps Core products.
20.4 the Special Offer is only valid for month-to-month services.
20.5 The Fire Sale Promotion applies to new installations only and excludes reconnections, migrations, upgrades and downgrades.
20.6 the Special Offer shall only be available to subscribers whose orders are placed during the Incentive Ordering Period only (00h00 on the 27th of May 2023 terminating at 23:59 on the 6th of June 2023).
20.7 Package on the Fire Sale Promotion shall have no installation fee, activation fee and monthly line rental billable to the ISP for “the Free Period”, thereafter the subscriber will be billed the normal wholesale monthly rental price, until such time as the subscriber terminates their agreement with RocketNet.
20.8 The Fire Sale Promotion Agreement shall only apply for qualifying orders based on:
20.8.1. orders that are placed within “the Incentive Ordering Period”; and
20.8.2. who remain on the same line speed for which the initial order was placed during “the Incentive Ordering Period”; and
20.8.3. who do not upgrade or downgrade to another package during “the Free Period”.
20.9 If you terminate the Agreement (or RocketNet terminates the Agreement due to your breach of the Agreement), you will be liable to RocketNet;
20.9.1. during the first 6 months from the Billing Start Date,
20.9.1.1. an amount of R1 500.00 (ex VAT); and
20.9.1.2. for the full value of the Service Equipment. You may return the Service Equipment (at your cost) as a set-off against your liability for the Service Equipment.
21 . Vumatel CORE Black Friday Promotion: 20th November 2023 – 27th November 2023
21.1 The promotion will begin on the 20th of November 2023 until the 27th of November 2023
21.2 In this period, Vumatel and RocketNet will make available a discounted rate card, which may be used for New Installation and Reconnection orders only. This discounted rate card excludes any upgrades and downgrades. The standard Vumatel/RocketNet rate card will apply for any upgrades/downgrades
21.2.1 The Special Offer shall be available to Subscribers during the Incentive Period only.
21.2.2 a guaranteed two-months (60 Days) free line rental (pro-rated where applicable), thereafter the Subscribers will be billed at the RocketNet’s retail price relevant to the Special Offer until such time as the Subscriber terminates their agreement with RocketNet or upgrades/downgrades or changes packages.
21.2.3 the Apollo 25/25 product does NOT have a two-month free line rental offering.
21.3 The Black Friday Promotion shall only apply to Subscribers:
21.3.1 whose orders are able to be placed on Vumatel’s systems within the Incentive Period. If RocketNet is unable to place the order on Vumatel’s system within the incentive period for any reasons whatsoever, RocketNet will not be held liable to honour the discounted rate card or order placed.
21.3.2 who remain on the line speed for which such Subscriber contracted during the Incentive Period; and do not upgrade or downgrade or migrate to another promotional package.
21.4 Annual CPI increases are applicable to this promotional product.
22 . Openserve Spring Sale Promotion: 1st August 2023 – 31 October 2023
22.1 The incentive is applicable to all participating ISP’s based on new activations.
22.2 Our new incentive will offer a rental discount until 31 March 2024
22. 3 All orders placed within the campaign period (01 August 2023 – 31 October 2023) qualify for the incentive.
22.4 Services that have been inactive for 60 days or longer will qualify as new additions.
22.5 Ceding and or switching of services from one ISP to another will not qualify for the promotion.
22.6 The discount will only be passed on the services that remain active as at 31 March 2024.
23 . MTN Apollo Packages – Free Activation
23.1 The incentive is applicable to all new site activations in properties with an existing ONT/MTN Fibre Installation.
23.2 A cancellation fee of R995 applies if you cancel your service with RocketNet or the Fibre Network Operator (FNO) – MTN.
23.3 No cancellation fee will be charged if you move your service to a different address within a 12-month period but remain a RocketNet subscriber.
23.4 You can move your service to a new address once every 12 months without paying the cancellation fee. RocketNet will cover the moving cost up to R995.
24 . Evotel Apollo Packages – Free Activation/Installation Fee
24.1 The incentive applies to all new site installations and activations of properties with an existing ONT/Evotel Fibre Installation.
24.2 To be applicable for the Fee, you must remain a subscriber with RocketNet for a minimum period of six (6) months.
24.3 Should you not remain active on the Evotel network with RocketNet for the full six (6) month period as stipulated 24.2 above, RocketNet exclusively
reserves the right to at its sole discretion recoup the entire activation/installation fee that was initially
waived
25 . Octotel Black Friday Promotion: 4th November 2024 – 31st December 2024
25.1 The promotion will begin on the 4th of November 2024 until the 31st of December 2024
25.2 In this period, Octotel and RocketNet will make available a discounted rate card, which may be used for New Installation and Reconnection orders only. This discounted rate card excludes any upgrades and downgrades. The standard Octotel/RocketNet rate card will apply for any upgrades/downgrades
25.2.1 The Special Offer shall be available to Subscribers during the Incentive Period only.
25.2.2 a guaranteed one-month (30 Days) free line rental (pro-rated where applicable), thereafter the Subscribers will be billed at the RocketNet’s retail price relevant to the Special Offer until such time as the Subscriber terminates their agreement with RocketNet or upgrades/downgrades or changes packages.
25.3 The Black Friday Promotion shall only apply to Subscribers:
25.3.1 whose orders can be placed on Octotels systems within the Incentive Period. If RocketNet is unable to place the order on Octotel’s system within the incentive period for any reasons whatsoever, RocketNet will not be held liable to honour the discounted rate card or order placed.
25.3.2 who remain on the line speed for which such Subscriber contracted during the Incentive Period; and do not upgrade or downgrade or migrate to another promotional package.
25.4 This pricing of R645 is only applicable until 30th July 2025, from 1st June 2025 the standard rate for the 100/100Mb package shall apply.
