Version: af-sched-fttb-dia-2026-08 · Effective: 28 August 2026 Read with the Active Fibre Master Services Agreement.
This is the only Schedule that carries an availability commitment and service credits.
C1.1 A dedicated, uncontended business fibre connection with committed throughput, delivered over a third-party FNO's last-mile infrastructure and carried across the Active Fibre network.
C1.2 The Order states the committed bandwidth, the FNO, the initial term and the charges.
C2.1 We commit to the following availability targets, measured over a rolling ninety (90) calendar day period per circuit:
| Element | Target |
|---|---|
| Active Fibre network (our core network and upstream transit) | 99.8% |
| FNO last mile (the access circuit to your premises) | 99.5% |
C2.2 Availability is measured from logged faults. Downtime counts only where you have logged a support ticket with us for that outage, and only from the time the ticket was logged until service is restored. Outages not reported to us are not counted.
C2.3 Downtime is measured in whole minutes of total loss of service. Degraded performance, packet loss and reduced speed are not downtime for the purposes of this Schedule.
C3.1 The following are excluded from the availability calculation and from any service credit:
(a) scheduled or emergency maintenance by Active Fibre; (b) scheduled or emergency maintenance by the FNO, carrier or any upstream provider, whether or not we received notice of it; (c) failure or interruption of power at your premises, including load shedding, and failure of your UPS or generator; (d) faults in your internal cabling, LAN, Wi-Fi, firewall, router or other equipment not supplied and managed by us; (e) any period during which you deny or delay access to the premises, or an on-site contact is unavailable; (f) suspension for non-payment or breach of the Acceptable Use Policy; (g) cable theft, vandalism, fire, flood, civil unrest and other force majeure; (h) an outage caused by a change you requested, or by your act or omission; (i) any period where the fault could not be verified or was not reproducible; (j) any period before the service was formally handed over as commissioned.
C4.1 If measured availability falls below the applicable target over a rolling 90-day period, you may claim a service credit. Credits are not applied automatically.
C4.2 A claim must be made in writing to accounts@activefibre.co.za within 30 calendar days of the end of the 90-day measurement period, and must reference the support ticket numbers for the outages relied on.
C4.3 The credit is calculated pro rata: the proportion of the 90-day period for which qualifying downtime occurred, applied to the monthly recurring charge for the affected circuit.
C4.4 Service credits are capped at one (1) month's recurring charge for the affected circuit per 90-day measurement period.
C4.5 A credit is applied against future invoices for the affected service. It is not payable in cash and is not refundable.
C4.6 Service credits are your sole and exclusive remedy for failure to meet an availability target. Clause 14 of the Master Services Agreement (limitation of liability) continues to apply.
C4.7 No credit is payable while your account is in arrears.
C5.1 Critical outages on this service are supported 24 hours a day, 7 days a week. Standard service requests are handled during business hours.
C5.2 Escalation path: Support Desk → NOC / technical escalation → senior management.
C5.3 We log and manage FNO faults on your behalf and will pursue the FNO under our own arrangements with them. Our commitment under clause C2 is not conditional on the FNO's performance, but the exclusions in clause C3 apply.
C6.1 The initial term is as stated in your signed Order (typically 12, 24 or 36 months).
C6.2 After the initial term the service continues month-to-month on one (1) Calendar Month's written notice.
C6.3 Early termination: you remain liable for the full balance of the monthly charges for the remainder of the initial term, plus the amounts in clause 4.1 of the Master Services Agreement. Cancellation within the initial term may only be processed with a Calendar Month's notice prior to the term ending.
C6.4 Relocation before the end of the initial term does not end the term; the service is billed to the end of the term unless we agree otherwise in writing.
C7.1 All equipment supplied by us or the FNO remains the property of Active Fibre or the FNO. We will arrange collection of our equipment at the end of the cancellation term.
C7.2 Site requirements are as set out in Schedule B clause B5, including a minimum 3U cabinet, ventilation and stable power/UPS, which are your responsibility.
C8.1 This Order is for the internet connectivity portion only. Additional networking, hardware, managed services, project management or a bespoke enterprise Service Level Agreement are quoted separately on request.
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