Terms & Conditions

Definitions of terms used throughout this Agreement, including "Customer", "Services", "Business Day", "Confidential Information", "Effective Date", "Equipment", "Fees", and "Term". Capitalised terms have the meaning set out in this section unless context requires otherwise.

By submitting an application via the 1ICT website, the Customer confirms they have read and agree to these Terms. The Agreement becomes effective on the date 1ICT accepts the application in writing or commences provision of the Services.

1ICT provides managed Business Fibre, LTE, and Fixed Wireless connectivity subject to coverage and address verification. Services are delivered through licensed network operators and partner ISPs.

Provision, configuration, and ongoing management of Microsoft 365 tenants, mailboxes, OneDrive, SharePoint, and Teams. Includes user lifecycle management and licensing reconciliation.

Remote and onsite support during business hours as defined in Schedule E. Includes endpoint management, patching, user support, and incident response.

Hosted PBX, SIP trunking, and VoIP extensions. Quality of service depends on the Customer's network and is subject to fair use as set out in Schedule B.

Fees are billed monthly in advance. Prices may be adjusted annually with 30 days' written notice. All amounts exclude VAT.

1ICT may conduct credit vetting and may require personal suretyship from a director or member of the Customer (see Annexure A and B).

Initial term: 24 months. Auto-renews for successive 12-month terms unless either party gives 60 days' written notice prior to renewal.

1ICT's aggregate liability is limited to fees paid by the Customer in the 3 months preceding the claim. 1ICT is not liable for indirect, consequential or loss-of-profit damages.

1ICT processes Customer personal information in accordance with POPIA. 1ICT acts as an Operator under POPIA for data processed on the Customer's behalf.

The Customer must provide accurate information, maintain a safe site for onsite work, ensure power and physical security of Equipment, and nominate an authorised contact.

Customer must comply with the security baseline in Schedule D, including MFA, password policies, endpoint protection, and incident reporting.

Use of the Services is subject to the Acceptable Use Policy in Schedule C. Prohibited use may result in suspension.

Connectivity, VoIP and support are subject to fair-use thresholds described in Schedule B.

Onsite visits are limited per Schedule B and Schedule F. Additional visits are billable at the rates in Schedule F.

1ICT may resell or procure third-party services on behalf of the Customer. Those services are governed by the third-party's terms in addition to this Agreement.

Project work is scoped and billed separately per Schedule F. Statements of Work form part of this Agreement when signed by both parties.

Each party retains ownership of its pre-existing IP. Deliverables created specifically for the Customer transfer on full payment, excluding 1ICT's underlying tools and methodologies.

1ICT may audit licence usage and configuration on reasonable notice. The Customer may audit 1ICT's compliance with this Agreement once per year on reasonable notice.

1ICT may identify the Customer as a client and use the Customer's logo in marketing materials, unless the Customer objects in writing.

Neither party will solicit the other's employees for 12 months after termination. The Customer will not contract directly with 1ICT's nominated subcontractors for the duration of the Agreement and 12 months thereafter.

Neither party is liable for failure caused by events beyond reasonable control, including power outages, network failures of upstream carriers, natural disasters, or government action.

Disputes are first escalated to senior management. Unresolved disputes are referred to expedited arbitration under AFSA rules, seated in Johannesburg.

Severability, waiver, entire agreement, assignment, notices, and governing law (South Africa) provisions apply.

Included support activities: incident resolution, user administration, password resets, software updates, configuration changes.

Excluded project work: migrations, new site builds, custom development, hardware rollouts.

After-hours policy: Priority 1 incidents are supported 24/7; all other support is during business hours.

Onsite support limits: as defined per package tier in Schedule A.

Abuse: Repeated breaches of fair use may result in plan re-tiering or suspension.

Prohibited activities: unlawful conduct, security violations (hacking, malware), communication abuse (spam, harassment), offensive content, and network abuse.

Email services: no unsolicited bulk email; comply with sender authentication (SPF, DKIM, DMARC).

Microsoft 365: use must comply with Microsoft's customer agreement.

VoIP, PBX, failover: no auto-dialers, no fraudulent traffic, no premium-rate abuse.

AI services: no generation of unlawful or harmful content; usage subject to provider terms.

Suspension rights: 1ICT may suspend Services without notice in response to abuse.

Shared responsibility model: 1ICT manages platform configuration; Customer is responsible for user behaviour and data classification.

MFA: required for all administrative and end-user accounts.

Passwords: minimum 12 characters, complexity enforced, no reuse of last 10.

Endpoint protection: Microsoft Defender (or equivalent) deployed and monitored.

Microsoft security controls: Conditional Access, Defender for Office, audit logging enabled.

Email security: anti-phishing, anti-malware, attachment scanning.

Backup responsibility: 1ICT manages tenant-level backup where contracted; Customer responsible for offline data.

Incident reporting: Customer must report suspected incidents within 24 hours.

Service availability target: 99% connectivity (excluding scheduled maintenance and upstream carrier outages).

Maintenance windows: Sundays 22:00 – 02:00 (notified 5 business days in advance).

Escalation: Service Desk → Service Manager → Account Director → Operations Director.

Service credits: not provided as monetary refunds; remedies are limited to restoration of service.

Indicative rates (excl. VAT). Final rates per Statement of Work.

• Junior Engineer — entry-level support and admin tasks
• Systems Engineer — Microsoft 365, endpoint, network
• Senior Engineer — complex infrastructure and security
• Cloud Consultant — Azure / M365 architecture
• Solution Architect — enterprise design and roadmap

After-hours multipliers: 1.5× evenings and weekends; 2× public holidays and emergency callouts.

Onsite billing: travel time billable beyond 30km; per-diem applies beyond 100km.

Minimum billing increments: 30 minutes remote; 2 hours onsite.

The surety binds themselves as co-principal debtor for all amounts owed by the Customer to 1ICT.

Liability is a continuing security, unlimited in time, and ranks ahead of any other indemnity.

A certificate of indebtedness signed by a 1ICT director is prima facie proof of amounts owing.

Governed by South African law.

The Customer consents to credit checks with registered credit bureaux.

1ICT may request company registration documents, director ID, proof of address, and bank confirmation.

Credit approval is a condition precedent for activation of Services.

Default in payment entitles 1ICT to suspend Services and list the Customer with credit bureaux.

Valid methods of acceptance: ticking a checkbox, clicking an "I Agree" button, submitting an online form, entering an OTP, or replying to a confirmation email.

Audit trail collected: timestamp, IP address, browser/user-agent, device fingerprint.

Presumption of validity: an electronic signature is presumed to be the act of the person identified, unless rebutted with credible evidence.

This Agreement complies with the Electronic Communications and Transactions Act, 25 of 2002 (ECT Act).