Izwi Technology Group (Pty) Ltd (herein referred to as "Izwi") is an Internet Service Provider (ISP) that markets hosting, internet access, communications 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 email. Izwi is bound by the terms and conditions of our FNOs and their agreements and operational environment. We cannot provide guarantees or terms that supersedes these agreements.
By agreeing to use our services you agree to our standard terms and conditions.
The provision of goods and services by Izwi is subject to availability. In cases of unavailability, Izwi will refund the client in full within 30 days. Cancelation of credit card orders by the client will attract a 5% administration fee. Al goods such as hardware and software remain the property of Izwi until paid in full.
All risk in and to the CPE shall pass to the subscriber on delivery. The CPE and all cabling shall remain the property of the SP until fully paid. If any CPE is lost, stolen or damaged, the subscriber shall immediately notify the SP in writing and until such notification, the subscriber shall remain liable for all costs and charges pertaining to such CPE. The SP shall, as soon as is reasonably possible, replace the CPE. The subscriber shall be liable for the cost of this replacement CPE unless the subscriber has taken out insurance. Such loss, theft or damage and/or the replacement of the CPE and/or the allocation of a new mobile access number as a result, shall in no way be deemed to constitute a termination of the agreement which shall continue to be of full force and effect.
Unless otherwise noted all prices on this web site includes Value Added Taxes (VAT). Residents from outside the Republic of South Africa are exempt from South African VAT.
Izwi shall take al reasonable steps to protect the personal information of users. For the purpose of this clause, "personal information" shal be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). Izwi's PAIA Manual can be downloaded from http://www.izwi.co.za
Izwi's hosting and Internet access services are government by our Acceptable Use Policy (AUP). Our AUP policy states that none of services may be utilised in any way to generate SPAM (UCE Unsolicited Commercial E-Mail). Use of your email 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. We currently do not allow P2P on our network.
Izwi's uncapped ADSL and uncapped wireless accounts will never be capped. However, our uncapped service is not designed for people using computer programs running 24/7 continuously downloading. If your intentions are to download 24/7 then these accounts are not for you. We reserve the right to shape and throttle any account whose usage is affecting other users on our network's internet experience negatively. Our main goal is to keep the majority of our clients happy so if certain individual's abusive downloading are affecting other users on our network we reserve the right to shape, throttle or cancel their service.
You can read more about the Acceptable Use Policy here.
The usage is monitored on a rolling 10 day period and does not reset at the beginning of each month. Al service options are Unshaped. Should usage remain less than 80% of the average user for each product, the service will remain unaffected. However, should individual usage exceed 80% of the average user for each product, then the first level of moderation will be implemented, moving the service to a Shaped service. Shaping or moderation is implemented via download throttling and user relative priority control will first be applied to al file sharing protocols. Should usage remain above the 80% average threshold, additional shaping will be managed via manipulation of throttling and priority control. The 4096 Lite is managed at 50% of the average and is designed for light users who still require high speed access to the internet.
Izwi'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.
Accepted Payment may be made via Debit Order (Bank Draft). Unless otherwise specified all hosting and Internet access services are payable in advance except for VoIP Services.
Izwi ‘s debit orders are processed once a month, on the first working day of each month. Should a customer's monthly debit order return as rejected for any reason, a rejection fee of R130 excl. vat will incur and this will immediately be billed as a separate invoice.
Upon signing up with Izwi , 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 overuse invoices that are created for hosting. As all invoices are automatically emailed immediately after they are generated, it is the client's responsibility to contact Izwi should they have any queries relating to an invoice upon receipt thereof.
Izwi 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.
This website is governed by the laws of South Africa and Izwi 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.
Izwi 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, increase of pricing related to FNOs (Fibre Network Operators) and or FTTH (Fibre to the Home) Services will be excluded from the notice period due to the erratic behavior and communication of these operators.
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, and a penalty fee of R130.00 excl. VAT will be added to the invoice amount. 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 Izwi . Should payment not be received after the 30 days, the account holder will be blacklisted for non payment.
It is the responsibility of the client to ensure that Izwi 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 Izwi to arrange for payment before the account is handed over.
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 Izwi to investigate further, our Support team will be able to assist on this matter at a charge rate of R 600 excl. vat per domain / account. Charges will not be applied should there be a system fault on Izwi 's side. For further clarity on this please contact our help desk.
Izwi charges call out fees to go onsite. Please contact us for the latest pricing.
If a client wishes to transfer a domain out of office hours, the following policy applies:
1. The client must make sure the domain and al related services are paid up to date.
2. 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 after hours (emergency personnel) will be unable to help.
Please note that all outgoing domain transfers are automated. If your domain or any of the related services 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 cancelation for the specific hosting product has been requested online in the client area by the client, and in accordance with Izwi's 30 day notice period for hosting product cancelations.
The General Terms of Service of this agreement commences on the live Date and will continue indefinitely, subject to termination by either party on 1 (one) calendar months prior, following our online cancelation procedure.
Cancellations are accepted by completing an online cancellation request in the customer client area. Cancellations are processed as follows:
1. Should the cancelation request be received before the 16th of the current month, this will result in the package being terminated (including al relevant files, information and history) on the 1st day of the following month. (E.g. The cancelation is received on 15 June, and the product will be terminated on 1 July.)
2. Should the cancelation request be received after the 16th 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 cancelation is received on 17 June, and the product will be terminated on 1 August.)
Please note that the cancelation period is 90 days in the case of clients who have an Internet Solutions contract service with Izwi after the first year.
It is the client's responsibility to keep their contact details up to date. This is easily accessible via the Client Area.
Izwi has standard procedures for obtaining technical support and escalations.
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 escalating 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 GChat or 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.
The following time periods are applicable with regards to our support structure:
These times do not include weekends or public holidays.
Physical Address: Unit 13 Tygervaley Chambers 2, Belvile
Postal Address: Private Bag x34, Suite 200, Somerset West, 7129
Office Number: +27 (010) 500-1414
Fax Number: +27 (086) 655-6834
Email: info@izwi.co.za
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