Master Service Agreement

• Agreement: this Master Service Agreement, together with all Service Orders, schedules and amendments.
• Services: all internet services, managed IT services, support, hardware, software and related services as described in Service Orders.
• Service Equipment: all hardware, routers, ONTs, CPE and other equipment provided by Fire-IT.
• Service Order: a written order (including electronic orders) specifying particular Services, pricing and terms.
• Third-Party Infrastructure: services, networks or equipment provided by Openserve, MFN, DFA, Link Africa, Liquid Telecom, Frogfoot or other upstream providers.
• Personal Information: has the meaning ascribed to it in the Protection of Personal Information Act 4 of 2013 (“POPIA”).

Fire-IT acts as a Microsoft Partner operating as an Indirect Reseller under the Microsoft Cloud Solution Provider (CSP) program. Licenses are provisioned via an authorized Microsoft Indirect Provider (distributor). Fire-IT does not act as Microsoft and has no authority to modify licensing rights.

• Microsoft 365 licenses are contracted for a fixed 12-month term starting on the activation date.
• The Client agrees to the license quantities outlined in applicable Service Orders for the entire term; quantities may not be reduced during the term.
• Additional licenses may be added and will be coterminous with the original end date.
• Added licenses fall under this Agreement and cannot be removed after 72 hours. Cancellation within 72 hours must be done via a logged support ticket and confirmed by phone call.

• Billing occurs on the 25th of each month in advance for the following month; payment is due within 7 days of invoice.
• Services will be suspended if payment is not received within 15 days; a 2% penalty applies for every 30-day cycle of non-payment after 30 days.
• Pricing is linked to the Rand/Dollar exchange rate and may change accordingly. License billing continues even during service suspension.
• All payments must be made via EFT to Fire-IT's designated account.

Licenses are non-cancellable and must be paid for the entire term. Early termination, non-payment or default triggers immediate payment of the outstanding term amount. Fire-IT reserves the right to enforce collection and suspend services as needed, and shall not be held liable for any loss resulting from service suspension due to breach or non-payment.

The Client acknowledges Microsoft as the licensor and agrees to the terms of the Microsoft Customer Agreement (microsoft.com/licensing/docs/customeragreement). Fire-IT's role is limited to billing, license assignment, first-line support (if purchased) and account management. Licenses are non-transferable and governed by Microsoft's Product Terms and EULAs. License misuse or violations may result in suspension or termination.

Fire-IT does not include support services under Microsoft 365 licensing. All support is provided only under a separate, paid support agreement or valid Fire-IT support package. No support, assistance or ticket handling is included with license purchase unless explicitly stated in a separate support contract.

• Unless otherwise agreed in writing, licenses are contracted for one year and automatically renew for a further 12-month period unless terminated by the Client in writing at least 30 days prior to renewal. The Client remains liable for the full annual fee once the renewal is in effect.
• If the Client transfers Microsoft licenses to another Microsoft Partner, the Client remains liable to Fire-IT for all fees related to licenses provisioned during the active term, unless Microsoft formally approves the transfer and permits cancellation of billing obligations. Outstanding balances become immediately due upon transfer initiation.
• Fire-IT may pass on price increases or foreign-exchange adjustments imposed by Microsoft or the upstream CSP distributor. Such changes will be communicated in writing and apply from the effective date announced by Microsoft.

Upon termination or cancellation of services, all Microsoft-managed security enhancements, policies and templates applied by Fire-IT will be removed from the Client's Microsoft 365 tenant. The Client assumes sole responsibility for security configuration from the date of termination.

• Microsoft does not provide comprehensive data backup for Microsoft 365 services; its retention is limited and designed for system availability, not individual data recovery.
• Data may be permanently lost due to user error, accidental deletion, malicious activity or ransomware. Microsoft is responsible for infrastructure availability only.
• Fire-IT strongly recommends subscribing to dedicated Microsoft 365 backup services, available for email, OneDrive, SharePoint and Teams data under separate Service Orders, with point-in-time recovery and extended retention.
• The Client is solely responsible for data backup beyond Microsoft's limited provisions and acknowledges the risk of permanent data loss without a proper backup strategy. Fire-IT is not liable for any Microsoft 365 data loss regardless of cause.

The signatory signing on behalf of the Client warrants that they are duly authorized to bind the Client to this Agreement. By accepting a quote, using Microsoft licenses provisioned by Fire-IT, or continuing to pay license-related invoices, the Client agrees to these terms regardless of whether this document has been signed.

3CX licenses and hosting are provided for a fixed term of twelve (12) months, commencing on the date the Client's 3CX licenses and hosting services are activated by Fire-IT. The Client agrees to the pricing set out in applicable Service Orders for the entire term. Monthly payments are made in advance on the 25th of each month. Should the Client cancel before the end of the term, the remaining balance for the full term becomes immediately payable.

• At the end of the 12-month term, renewal is by way of a new signed agreement.
• The Client may increase license counts during the term but may not reduce them; added licenses fall within the existing term.
• Licenses may be upgraded at any time; downgrades are not permitted during the term or at its end. Upgraded licenses are subject to the same billing, penalties and cancellation terms.

Invoices are issued on the 25th of each month in advance. Payments not received within thirty (30) days of invoice date incur a 2% penalty for every 30-day cycle overdue. Services will be suspended if payment is not received within fifteen (15) days after the due date. Pricing is linked to the Rand/Dollar exchange rate and may change based on exchange-rate fluctuations and/or supplier price increases; changes will be communicated to the Client.

Fire-IT hosts the Client's 3CX system in its Teraco data centre facility, with multiple international breakout points and multiple NAP Africa links, secured behind a FortiGate firewall. Fire-IT retains up to 50GB of VoIP recordings on a separate storage server and five (5) previous days of system backups for disaster recovery. Upon service cancellation, security templates and policies applied by Fire-IT will be removed.

• Fire-IT recommends an on-site SBC to ensure uninterrupted VoIP service. The SBC is a once-off purchase and remains the property of the Client once installed; replacement due to theft, loss or physical damage is for the Client's account.
• The SBC allows local operation of phones, secure management of phone configurations and controlled software/firmware updates.
• Fire-IT can provide an on-site failover internet solution for VoIP continuity and recommends a Fire-IT managed router to optimize failover switching. Failover and managed-router costs are additional and quoted separately.

Fire-IT performs standard maintenance of the hosted 3CX system, including security patches and software updates. Remote work outside standard maintenance, onsite call-outs and significant Client-requested configuration changes are billed separately at Fire-IT's prevailing rates. Professional IVR voice recordings are not included; they can be arranged through a third-party provider and billed separately, with the Client responsible for providing scripts unless otherwise agreed.

Physical VoIP phones installed by Fire-IT are connected via a dedicated VLAN for network isolation and security, which Fire-IT can manage through a Fire-IT managed router. If the Client runs phones on their own network without Fire-IT managed equipment, Fire-IT cannot be held liable for downtime or service issues. Cordless (DECT) phones have range and handset limitations; multi-cell DECT solutions can be implemented for roaming with additional hardware and costs billed separately.

Fire-IT shall not be liable for any loss of income, data loss or service interruption outside of its direct control. Fire-IT's liability is limited to the hosting and maintenance services explicitly described in this Agreement.

These terms govern the renewal and ongoing support of the Client's FortiGate firewall units over a fixed 12-month period, including:

• 1-year Unified Threat Protection (UTP): Intrusion Prevention System (IPS), advanced malware protection, application control, web & video filtering and antispam service.
• 24x7 FortiCare (global vendor support).
• Remote firewall and network support, Monday – Friday, 07:00 – 17:00.
• Ongoing unit maintenance and remote assistance by Fire-IT.

The firewall unit remains the property of Fire-IT unless explicitly purchased by the Client. If the unit is lost, stolen or damaged (including by lightning or electrical surge), the Client is liable for the full replacement cost. If the contract is cancelled, the firewall must be returned to Fire-IT within 7 working days; failure to do so results in replacement charges as specified in the applicable Service Order or quote.

This is a fixed-term agreement. Early termination by the Client does not waive payment for the remainder of the term; all outstanding fees become immediately due. Fire-IT may suspend or terminate services due to breach or non-payment, and shall not be held liable for indirect, incidental or consequential damages, including data loss or operational downtime caused by firewall failure.

Fire-IT provides fibre internet packages through Openserve and other carrier infrastructure with different speed tiers and configurations. Specific package options, speeds and pricing are detailed in individual Service Orders and quotations, including symmetrical and asymmetrical configurations, monthly recurring charges and installation fees.

• Basic fibre service level: single fibre entry point, Network Interface Device (NID) with 1x access port and 1x network port, AC or DC power supply option, no redundancy in access or network ports.
• Response time: 4 hours for fault acknowledgment.
• Repair time: 24 hours for service restoration (business hours).
• Network availability: 98% monthly availability target.
• Escalation: third-party provider escalation within 72 hours if unresolved.
• Uncapped & unshaped: no data limits or traffic shaping during normal operations, and no Fair Usage Policy on fibre.
• Best-effort service: subject to third-party infrastructure performance and availability.

Fire-IT conducts comprehensive network connectivity, speed and stability testing before service activation, and delivers a Service Confirmation to the Client upon successful completion. Billing starts 5 business days from Service Confirmation for new installations, and same-day for service modifications or upgrades. Activation requires a suitable installation environment and power supply, site access for installation teams during business hours, property-owner permissions and wayleave consents where required, and Client cooperation with scheduling.

Fire-IT cannot be held liable for extended service downtime caused by delays from third-party providers in attending to support tickets.

• Openserve operates on a best-effort basis with no guaranteed response times; typical ticket response is 24–72 hours but may extend during peak periods, and work-order completion takes 3–10 business days depending on complexity and technician availability.
• Restoration priority follows Openserve's internal procedures, not Fire-IT influence.
• Fire-IT acts as intermediary but cannot compel third-party provider response; extended third-party delays do not constitute a Fire-IT service failure.
• Emergency escalation procedures are available but subject to third-party cooperation.

• All fibre network equipment remains Fire-IT property. The Client may not access, modify or interfere with NID configuration; unauthorized access voids service warranties and support. Fire-IT reserves the right to inspect, test, maintain and replace equipment.
• The Client is responsible for Customer Equipment compatibility; Fire-IT is not liable for performance issues caused by incompatible Client equipment. Assistance with Client equipment configuration is available at additional cost.
• The Client must provide a suitable installation environment, grant technicians reasonable site access, notify Fire-IT of applicable health-and-safety requirements, and is responsible for internal cabling; Fire-IT installation is limited to the service demarcation point.
• The Client is strongly recommended to insure Fire-IT equipment and is liable for equipment damage, theft, loss or environmental destruction, with replacement costs as specified in Service Orders immediately due.

The Client must provide all required RICA documentation before service activation: authorized representative identification and certification, business registration (CIPC) documents, certified business letterhead or similar verification, and a letter of authority confirming representative authorization. Fire-IT cannot activate services until RICA documentation is complete.

Fire-IT may immediately suspend fibre services without notice for non-payment, violation of the Acceptable Use Policy or illegal activity, network security threats or unauthorized equipment access, emergency maintenance or infrastructure protection, or court orders and regulatory requirements. Advance notice is provided where reasonably practicable (except emergencies). Monthly charges continue during suspension, reconnection fees apply for restoration, and the Client is liable for all associated costs. Fire-IT implements traffic management during network congestion, with quality-of-service prioritization for business-critical applications.

The Client shall refrain from attacking Fire-IT or its contractors on social media platforms - including complaints about installation delays, service interruptions or repair issues - and must first follow the escalation procedures and remedies outlined in this Agreement. Failure to comply entitles Fire-IT to immediate cancellation without notice. Fire-IT reserves the right to pursue legal action for defamation, to terminate service for untrue public statements, and to recover legal costs and damages resulting from false public statements.

• Microwave point-to-multipoint (PtMP): typically 1–4 weeks, dependent on site survey completion and equipment availability.
• Microwave point-to-point (PTP): up to 8 weeks, due to highsite contract requirements, space availability at transmission sites, regulatory approvals and multi-party coordination.
• Fibre: typically 2–8 weeks where infrastructure exists; wayleaves, municipal approvals, property-owner consents and third-party provider scheduling may significantly extend timeframes.

The Fire-IT service delivery team maintains regular communication throughout installation, providing progress updates and estimated timelines. Delays beyond Fire-IT's control will be communicated promptly. The Client must provide accurate site information, property access, permissions and a suitable installation environment.

• Fire-IT provides a free-to-use MikroTik router for Wi-Fi access. The router belongs to Fire-IT and is provided for the duration of the service.
• In some homes the router may not cover the entire premises; dedicated access points may be required, at the Client's cost.
• The router enables remote access by Fire-IT to adjust settings, provide remote support and proactively monitor your line.
• The router's configuration settings are Fire-IT's intellectual property; accessing, modifying or replicating them without explicit written authorization is a violation of this Agreement.
• If you use your own router, Fire-IT will not be held liable for degraded or failed services.

Upon termination you must return the Fire-IT-provided router in good working condition. Failure to return it - or loss, theft or damage to the router or its power supply caused by misuse, negligence or unauthorized changes - results in an invoice for its replacement value of R2,500.00 (excluding VAT). Onsite router replacement is billed at R2,500.00 (excluding VAT).

The Optical Network Terminal (ONT) is the property of Openserve (or the relevant fibre operator) and remains under their ownership for the duration of the service. You are liable for any damage or loss to the ONT; the cost is obtained directly from the operator and billed to you. ONT theft or damage must be reported to both Fire-IT and the fibre operator.

• Provide accurate information and timely responses to Fire-IT requests.
• Maintain suitable premises and power for equipment installation.
• Notify Fire-IT of any changes affecting service delivery.
• Comply with this Agreement and all applicable laws and regulations.
• Contact Fire-IT through official channels only for service requests and support.

Fire-IT offers three remote and onsite support tiers, each including unlimited remote support during office hours under an SLA:

• Tier 1 – Essential Support: general IT assistance, basic troubleshooting and day-to-day user support.
• Tier 2 – Premium Support: advanced issue resolution, networking assistance, and Windows or software-related support.
• Tier 3 – Master Support: senior engineering services, server and infrastructure management, advanced networking and escalated technical support.

Clients select the tier most suited to their operational needs, with pricing and scope defined in the applicable quote.

• Call-out support is billed per hour per technician.
• Remote support is billed in 30-minute increments (rounded up); sessions exceeding 30 minutes are billed as a full hour. Onsite support always rounds to the nearest hour.
• Machines without the Fire-IT management agent installed fall under ad hoc billing.

Standard hours are Monday to Friday, 07:00–17:00. After-hours support is available via a dedicated number and billed in 1-hour increments. Public holidays and Sundays are treated as after-hours and billed at public-holiday rates.

• If a Tier 1 SLA client receives Tier 2 support, the shortfall is billed; if consistent Tier 2 support is required, an SLA upgrade is recommended.
• Licenses can be upgraded anytime but cannot be downgraded before the SLA term ends. The contract term is 12 months and renews automatically unless cancellation is given in writing.
• Early SLA termination incurs the monthly support fees specified in the Service Order plus all incurred yearly costs (e.g. licenses).

• No SLA coverage for third-party vendor follow-ups (e.g. Vodacom, Pastel); these are billed at tier-level support rates.
• VoIP installs split phones into VLANs managed via a Fire-IT router; phones can run on the client network, but with no SLA responsibility if issues arise.
• Cordless phones have DECT limitations unless multi-cell DECT is used. IVR recordings are not included; third-party voice recordings are available on request and billed separately.

Fire-IT utilizes specialized remote access software to provide SLA support to Client machines. Remote access capability is mandatory for SLA support coverage; machines without it fall under ad hoc billing rates.

• The software notifies users before any remote connection is established, and users must actively approve remote access requests. Staff should not approve remote access during sensitive or confidential work; emergency access procedures exist for critical business interruptions.
• Fire-IT maintains comprehensive records of all remote access sessions: date and time, duration, the staff member who accessed the system, the purpose of access and work performed, and the client user who authorized it.

• Remote access is restricted to business hours (Monday to Friday, 07:00–17:00), with Fire-IT staff physically present at Fire-IT offices during access.
• After-hours access is only available for staff on standby duty via authorized VPN connections from designated Fire-IT laptops, with additional authentication and logging, and client pre-approval for non-emergency access. Sundays and public holidays are billed at public-holiday rates.
• All sessions are encrypted using industry-standard protocols, logged and monitored, and limited to specific authorized Fire-IT personnel. Sessions may be recorded for quality assurance and security purposes.
• Fire-IT staff are bound by confidentiality obligations; no client data is downloaded or stored on Fire-IT systems without explicit authorization.

• Fire-IT generates unique, randomized passwords meeting industry security standards; saved passwords are accessible only from registered Fire-IT machines with proper authentication and multi-factor authentication.
• Fire-IT maintains complete logging of all password access - creation, modification, the staff member involved, the associated system, purpose and session duration - with real-time monitoring and alerts for unauthorized attempts.
• Password records and access logs are retained permanently for security, compliance and incident-investigation purposes.
• The Client acknowledges that password management and its audit trail are essential for effective service delivery and legitimate business security purposes.

All service requests, support tickets and technical queries must be submitted through official Fire-IT channels: support@fire-it.co.za, the official Fire-IT support ticketing system, Fire-IT business phone lines or authorized Fire-IT communication platforms. Personal cell phone calls or WhatsApp messages to employees' personal numbers, and social-media contact for support, are not official channels: SLAs do not apply to such communications, response times may be delayed, and Fire-IT is not responsible for missed requests sent through unofficial channels. Emergency situations may use designated emergency numbers, followed up through official channels.

• Device data protection is available only to clients with active Fire-IT SLA agreements, with the Fire-IT management agent installed and Windows Pro or Enterprise licensing (Home editions excluded).
• SLA client device data is encrypted and inaccessible without recovery keys, which are managed exclusively by authorized Fire-IT personnel. Recovery access is subject to active SLA status and current account standing.
• Complex passwords (minimum 12 characters, mixed case, numbers and symbols) are required and must not be written down or stored in unsecured physical locations. Regular password changes are required per Fire-IT security policies.
• The Client is responsible for physical device security, screen locks and automatic logout, restrictions on removable media as recommended, and immediate reporting of security incidents.
• Fire-IT is not liable for data breaches resulting from poor password practices; physical password exposure voids data protection guarantees.

Upon SLA contract termination, Fire-IT reserves the right to remove its remote access software, with 7 days' notice. Forceful removal by the Client may cause system access issues; a data backup is recommended before removal.

• Fire-IT Security Basic: Bitdefender GravityZone traditional antivirus.
• Fire-IT Security Complete: SentinelOne EDR with full threat mitigation, rollback and ransomware detection.

• Standard Server Support - R869.57: basic server care and monitoring.
• Advanced Server Support - R1,200: includes offsite backup and weekly maintenance.
• Master Server Support - R1,500: advanced monitoring, reports and recovery testing.

Server SLAs include remote offsite backups, weekly maintenance on servers and workstations, and email notifications per device post-maintenance. A local backup destination is required (provided by Fire-IT if unavailable). Microsoft 365 security and device security configurations are removed upon cancellation or contract end.

Fire-IT provides LTE and wireless broadband services through MTN, Vodacom and Telkom networks using licensed spectrum bands. These services are provided on a best-effort basis, with performance dependent on modem capabilities, distance from cellular towers, topography, network congestion, carrier network conditions, weather, physical obstructions and carrier maintenance.

LTE devices are locked to the registered service address; moving the device outside the registered area will automatically lock it, and unauthorized relocation triggers immediate service suspension. Address changes must be requested in writing, are subject to technical feasibility and coverage verification, and may attract additional fees.

LTE modems require 12V power supplies only; managed routers require 24V power supplies only. Using the incorrect power supply voltage will immediately destroy LTE equipment, with no warranty or repair option - the Client is liable for immediate replacement. Fire-IT labels all power supplies during installation; the Client is responsible for maintaining proper assignments.

• LTE contracts are month-to-month with no long-term commitment; a calendar month's notice is required for cancellation, and equipment must be returned in good condition within 7 days of termination.
• No uncapped options are available on LTE. All packages are subject to carrier Fair Usage Policies: speeds may be reduced after the monthly allocation is consumed, and MTN, Vodacom and Telkom enforce their own traffic-management policies, which Fire-IT cannot override.
• Carrier support ticket responses typically take 48–120 hours; there are no guaranteed resolution timeframes for LTE connectivity issues.

Fire-IT provides licensed microwave internet solutions offering dedicated bandwidth from 20Mbps to 1Gbps through point-to-point (PTP) and point-to-multipoint (PtMP) enterprise links, both with a 99% uptime service level. PTP links provide dedicated bandwidth with full allocation to a single client and symmetric speeds; PtMP links provide shared bandwidth with guaranteed minimums and bandwidth management during peak periods.

• 7+ consecutive days down: credit for 3 days of service charges.
• 14+ consecutive days down: credit for 7 days of service charges, with continued daily assessment thereafter.
• Monthly downtime exceeding 10%: 5% credit of monthly service charges, calculated as (total downtime hours ÷ total monthly hours) × monthly service fee.
• Maximum monthly credit: 20% of monthly service charges.
• Exclusions: scheduled maintenance with advance notice, weather-related outages beyond reasonable control, client site power failures or access restrictions, external radio-frequency interference, and force majeure or regulatory events.

Installation includes comprehensive site surveys, radio-frequency planning, equipment commissioning, RF licensing and regulatory compliance managed by Fire-IT, and line-of-sight verification. Microwave equipment remains Fire-IT property unless purchased; the Client is liable for damage, loss or environmental destruction. Replacement costs for high-value microwave equipment range from R15,000 to R50,000+, and comprehensive insurance is strongly recommended for outdoor installations. The Client must provide adequate power (backup power recommended), suitable mounting locations with line-of-sight clearance, and site access.

Fire-IT provides structured cabling and network installation services: network cable installation (Cat5e, Cat6, Cat6a, fibre optic), structured cabling systems for commercial and residential applications, cable testing, certification and documentation, and professional cable management. The Client must provide adequate site access, a safe working environment, proper power and lighting in work areas, and site-security coordination.

Fire-IT technicians are trained and certified for work at heights, use standard safety equipment, and comply with the Occupational Health and Safety Act. Fire-IT reserves the right to refuse work in unsafe conditions. The Client is responsible for the structural integrity of mounting surfaces, must disclose known hazards or structural limitations, and must provide safe access to work areas.

• Pre-installation site documentation with photographs, marking of existing conditions and clear scope definition precede work.
• Fire-IT's liability for property damage is limited to R5,000 per incident, and only for damage directly resulting from negligent installation practices. Fire-IT is not liable for consequential damages including business interruption.
• The Client is responsible for professional utility location before installation and is liable for utility damage due to inadequate marking or disclosure; Fire-IT is not liable for damage to concealed utilities, pipes or wiring. Damage claims require 48-hour advance notice.

Fire-IT provides a 12-month workmanship warranty covering installation quality and cable termination, with industry-standard practices, materials, testing and certification. Materials carry manufacturer warranties; Fire-IT is not responsible for manufacturer defects, and the Client handles manufacturer warranty claims. Excluded from cabling services: electrical work requiring a licensed electrician, structural building modifications, work involving hazardous materials or asbestos, and permits or regulatory approvals (the Client's responsibility).

Fire-IT's primary hosting and infrastructure is located at Teraco data centres, with secondary data-centre locations for redundancy and disaster recovery, professional network operations centre (NOC) monitoring, and enterprise-grade power, cooling and security. Fire-IT maintains multiple upstream internet connections: international fibre links via submarine cable systems, domestic fibre through multiple Layer 2 providers, redundant routing with automatic failover, and multiple peering relationships.

• Fire-IT maintains international failover connectivity housed at Teraco, with automated failover detection managed by the network operations team.
• During failover or bandwidth constraints, traffic shaping is applied across all services - business and home - with priority given to business-critical and VoIP traffic where technically possible. Streaming and high-bandwidth applications may experience reduced performance during failover.
• Clients are notified promptly of failover activation and traffic management, with regular restoration updates. Shaping is removed immediately upon primary capacity restoration.

The Client acknowledges that Services depend on Third-Party Infrastructure and that Fire-IT has no control over third-party service quality, availability or maintenance schedules. Fire-IT is not liable for third-party network outages or degradation, provider business failures or discontinuation, infrastructure damage or sabotage, delays in third-party repairs or restoration, or third-party policy changes affecting service delivery.

• Defined SLA commitments: enterprise PTP and PtMP microwave links (99% uptime) and premium managed services with guaranteed response times.
• Best-effort services: fibre internet via third-party infrastructure, LTE and wireless services via cellular carriers, and standard managed services subject to third-party dependencies.

Credits apply only to consecutive downtime periods (multiple short outages do not accumulate), are provided as service credits on subsequent invoices, and are subject to a 15-day dispute window. Credits apply only to premium managed services; standard services are best-effort, with service-specific SLA terms in individual Service Orders. The maximum monthly credit is 20% of monthly service charges regardless of total downtime.

• Scheduled maintenance with 24-hour advance notice.
• Client-caused outages or equipment failures.
• Third-party infrastructure issues beyond Fire-IT's control.
• Force majeure events including weather, natural disasters and regulatory actions.
• Site access restrictions preventing repairs, and power failures at client premises.
• Network congestion during peak usage beyond capacity limits.

To the maximum extent permitted by law: Fire-IT's total liability under this Agreement is limited to the amounts paid by the Client in the 12 months preceding the claim. Fire-IT is not liable for indirect, consequential, special, incidental or punitive damages; loss of profits, data, business interruption or lost opportunities; Third-Party Infrastructure failures, including extended outages; or security breaches due to client-requested configuration changes.

The Client indemnifies Fire-IT against all claims, damages and costs arising from:

• The Client's breach of this Agreement or violation of laws.
• Misuse of Services or prohibited activities.
• Third-party claims related to the Client's content or activities.
• Damage to, or loss, theft or destruction of, Fire-IT equipment on Client premises.
• Software license violations or non-compliance with third-party terms.
• Staff solicitation violations and resulting liquidated damages.
• Theft, lightning damage, tampering or reverse engineering of managed equipment.

• Monthly invoices with net 5-day payment terms; debit order payment preferred.
• A 30-day payment option is available at higher rates. No cheque payments accepted.
• Fire-IT invoices serve as prima facie proof of amounts owed; the Client remains liable for payment regardless of whether an invoice was received. Up-front payment may be required for certain services as specified in Service Orders.

• Payments overdue by 30 days incur a 2% penalty on the total outstanding balance, plus an additional 2% for every further 30-day period of non-payment.
• Outstanding amounts bear interest at 24% per annum (maximum permitted rate), compounded monthly.
• Accounts outstanding for more than 30 days commence the credit-bureau listing process; listing with TransUnion follows after 28 days overdue. Within 5 days of a payment failure, Fire-IT may initiate collection procedures.
• Failed debit orders incur administration fees plus bank charges. The Client is liable for all collection costs, including attorney fees on the attorney-client scale. Minimum billing continues during suspension periods to maintain account status.

• An 80% deposit is required before hardware is ordered; full payment is required before delivery.
• All hardware quotes are valid for 24 hours only due to price volatility.
• Cancellations after ordering incur handling fees and supplier penalties - a minimum 15% cancellation fee for standard products, no refunds for custom or special orders, and supplier cost recovery for cancelled special orders.

Fire-IT provides comprehensive server backup services: onsite backup with local storage, geo-location backup for disaster recovery, hybrid strategies combining local and remote storage, and automated scheduling and monitoring, with failed-backup alerts, regular reports and storage-utilization tracking. Retention periods are based on Client requirements and service level, with automated and secure deletion of aged backup data per the retention policy.

All backup data is protected with AES 256-bit encryption, in transit and at rest. Encryption keys are handled exclusively by authorized Fire-IT staff, with multi-factor authentication required for key access and comprehensive audit trails for all backup operations.

Recovery keys are provided only when Client accounts are current and paid in full. Clients in arrears will not receive recovery keys, with no exceptions for emergency recovery requests while payments are overdue. Account status verification is required before any recovery operations commence, recovery access is suspended immediately upon payment default, no credit terms are available for recovery services, and extended non-payment may result in backup data deletion.

• Fire-IT provides domain registration as an authorized registrar and reseller, subject to the terms of the relevant domain registries and registrars.
• Domain ownership transfers to the Client only after full payment; registration payments are non-refundable once completed. Domain parking does not include web space, hosting or email facilities.
• The Client indemnifies Fire-IT against claims arising from domain names that infringe third-party rights.
• Fire-IT does not guarantee availability of a requested domain; availability systems depend on registry updates that may not be real-time, and where multiple parties attempt the same domain, it is provisioned to the party that pays first. Misspelled domains registered in error are the Client's liability, with no refund.

• The Client has 10 days after the domain expiry date to renew at standard rates, after which the domain enters the Redemption Grace Period (RGP); restoration is available for 20 days at an additional fee, after which the domain is deleted and released for public registration.
• With auto-renewal active, the Client is invoiced 30 days prior to expiry and the domain renews for a year upon payment. Renewal notifications are sent at 90, 60, 30, 14, 7 and 1 day prior to expiry.
• Premium domains cost more than standard fees; Fire-IT attempts to display premium pricing before checkout but cannot guarantee accuracy, and provides a full refund of the regular price if premium pricing is applied post-payment.

• Website hosting: shared hosting with resource-allocation limits, DNS management, and email hosting and management.
• VPS and custom hosting: virtual private servers with dedicated resources, custom configurations, and root access for VPS clients.
• Cluster hosting: high-availability hosting across multiple nodes with load balancing and failover for business-critical applications.

Fire-IT targets 99% uptime for hosting services, without guaranteeing uninterrupted availability; scheduled maintenance is announced where possible and emergency maintenance may occur without notice. Fire-IT does not manage or maintain website content unless explicitly agreed: the Client is responsible for website security, updates, content management and backups of hosted content, with developer tools provided for self-management. Shared hosting is subject to fair usage; excessive resource consumption may require an upgrade.

• Hosted content must comply with the Acceptable Use Policy; illegal, harmful or infringing content is prohibited. The Client warrants ownership of or authorization for all hosted content and grants Fire-IT the rights needed to host, transmit and back up that content.
• Fire-IT has no responsibility for backing up client website data. Upon hosting termination, all client data - including email accounts - is deleted per the retention policy. WHOIS and registration data is retained per registry and legal requirements.
• Domains may be transferred to other registrars per registry policies once outstanding fees are paid; transfer authorization codes are provided on request. Fire-IT provides reasonable assistance for hosting migrations, with the Client responsible for testing and no liability for data loss during client-initiated migrations.
• Included support covers server infrastructure monitoring, DNS management and hosting-platform issues. Website development, content management, custom application support and performance-optimization consulting are billed separately.

• Microsoft products on Fire-IT hosted servers are provided under Microsoft Service Provider License Agreement (SPLA) terms. All Microsoft products remain Microsoft's intellectual property; the Client receives usage rights only, with no ownership transfer.
• Client software may only be used with Fire-IT-provided software services; reverse engineering, rental, resale, transfer or unauthorized copying of Microsoft products is prohibited.
• Upon service cancellation, all Microsoft licenses terminate: the Client must stop using Microsoft products within 30 days and destroy or remove all Microsoft software and client components. No refunds for unused license periods.
• Microsoft product support is provided by Fire-IT or authorized third parties only; Microsoft does not support Fire-IT clients directly. Microsoft disclaims all warranties, and products are not fault-tolerant or suitable for high-risk applications.
• Microsoft products are subject to U.S. export control laws; the Client must comply with applicable export regulations.
• The Client is legally responsible directly to Microsoft for breaches of Microsoft terms, must permit Fire-IT to disclose information requested by Microsoft, and consents to Microsoft audit and verification procedures. Microsoft has third-party beneficiary rights to enforce compliance.

• Fire-IT maintains strict policies against illegal content and abuse, with a 24-hour response commitment for abuse reports and emergency procedures for urgent illegal content. Reports require a URL, description, source IP and timestamp.
• Takedown submissions must be made in writing to abuse@fire-it.co.za, following Electronic Communications and Transactions Act (ECTA) procedures. Fire-IT can only address content hosted on Fire-IT infrastructure.
• Fire-IT retains client account and billing information, WHOIS data, IP-address assignment logs and service usage records for legal compliance. Disclosure requires a court order or warrant; there is no voluntary disclosure without proper legal authorization, and credit-card information is not stored (third-party payment processing).
• Foreign legal requests are processed through South African courts under mutual legal assistance procedures.
• Fire-IT operates under ECTA conduit-service immunity and safe-harbor protections, complies with the Internet Service Providers' Association (ISPA) code, and has no obligation to monitor client-generated content; clients are responsible for the legality of their own hosted content.

Individual service contract lengths are 12, 24 or 36 months, or month-to-month, as specified in Service Orders. All require a full calendar month's notice for termination, and fixed-term services automatically renew unless written cancellation is provided.

• Services cancelled within 6 months of activation incur cancellation fees as specified in Service Orders; pre-go-live cancellations incur processing fees.
• Fixed-term agreements: the full remaining term balance becomes immediately due.
• Microsoft 365 and software licenses: the full annual commitment remains payable.
• SLA support: early termination fees plus all incurred yearly costs as specified in Service Orders.

Upon termination, all outstanding amounts become immediately due; the Client must return all Service Equipment within 7 days in good working condition (failure results in full replacement cost charges); Fire-IT may suspend services immediately; and surviving clauses (payment obligations, liability limitations, confidentiality) remain in effect.

This Agreement is governed by South African law. The parties submit to the jurisdiction of South African courts.

Neither party shall be liable for any failure or delay in performance due to fire, flood, earthquake, elements of nature, acts of God, acts of war, terrorism, riots, civil disorders, rebellions, revolutions, pandemics, quarantine restrictions, government regulations, labour disputes, strikes, lockouts, work stoppages, supplier failures, or any other cause beyond the reasonable control of that party.

• This Agreement, together with all Service Orders, constitutes the entire agreement between the parties and supersedes all prior negotiations, representations or agreements. It may only be amended in writing signed by authorized representatives of both parties.
• If any provision is deemed invalid or unenforceable, the remainder of the Agreement remains in full force and effect.
• This Agreement may be executed in separate counterparts. Electronic signatures and PDF copies of signatures have the same legal effect as original signatures.
• This Agreement is effective upon execution by both parties or upon Fire-IT's commencement of Services, whichever occurs first.

For questions or concerns regarding this Agreement: accounts@fire-it.co.za · 012 004 0615 · 36 Regency Dr, Route 21 Business Park, Centurion, Pretoria, Gauteng 0178. Company registration 2012/173035/07 · VAT 4610272165.