CloudAfrica is in the ISP hosting business. Any person utilizing CloudAfrica’s services, whether paid for or free, is considered a client (“The Client”). By using CloudAfrica’s services The Client is bound by these terms of service (“Terms”). CloudAfrica’s services may only be used in compliance with these Terms.

 

Delivery policy

Subject to availability and receipt of payment, requests will be processed as soon as possible and confirmed by way of email.

 

Export restriction

The offering on this website is available to South African clients only.

 

Return and Refunds policy

The provision of goods and services by CloudAfrica is subject to availability. In cases of unavailability, CloudAfrica will inform you before the purchase takes place and stop the transaction from proceeding. In the case of a dispute about service levels, please contact support@cloudafrica.net to request a pro-rata refund.

 

Customer privacy policy

CloudAfrica shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded  here.

All intellectual property, content or anything else stored on or through the CloudAfrica services will remain the property of The Client. CloudAfrica will have no access to The Client’s content.

 

Payment options accepted

Payment may be made via Visa, MasterCard, Diners or American Express credit cards or by bank transfer into the CloudAfrica bank account, the details of which will be provided on request.

 

Credit card acquiring and security

Credit card transactions will be acquired for CloudAfrica via PayGate (Pty) Ltd who are the approved payment gateway for Standard Bank of South Africa. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no credit card details are stored on the website. Users may go to  www.paygate.co.za to view their security certificate and security policy.

 

Customer details separate from card details

Customer details will be stored by CloudAfrica separately from card details which are entered by The Client on CloudAfrica’s secure site.

 

Merchant Outlet country and transaction currency

The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).

 

Country of domicile

This website is governed by the laws of South Africa and CloudAfrica 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, PO Box 70256, Bryanston, 2191.

 

Variation

CloudAfrica may, in its sole discretion, change this agreement or any part thereof at any time without notice. By continuing to use or access CloudAfrica The Client agrees to be bound by the most current Terms. The most current Terms and Conditions will always be located on the CloudAfrica website at  Terms & Conditions.

 

Company information

This website is run by CloudAfrica Hosting (PTY) Ltd based in South Africa trading as CloudAfrica and with registration number 2011/146332/07.

 

CloudAfrica contact details

Support E-Mail: support@cloudafrica.net

 

Terms and Conditions

CloudAfrica is in the ISP hosting business. Any person utilizing CloudAfrica’s services, whether paid for or free, is considered a client (“The Client”). By using CloudAfrica’s services The Client is bound by these terms of service (“Terms”). CloudAfrica’s services may only be used in compliance with these Terms.

 

Responsibility

CloudAfrica 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.

The Client is responsible for all content and services that it offers through the CloudAfrica system, and will be held liable for any illegal activities if they should take place. The Client is also held responsible for the maintenance of their cloud servers and CloudAfrica will not be held liable for any loss or corruption of data, or for any expenses associated with that loss. The Client is also responsible for their own account security, and agrees to not disclose their passwords or private keys to any third-party. The Client will be held responsible for any activity within their account whether that activity is authorized or not. If The Client becomes aware of any unauthorized activity on their account, ir is their responsibility to notify CloudAfrica immediately.

 

Take-down process

CloudAfrica is committed to lawful conduct and will act accordingly with regards to the use of its services, this includes copyright and intellectual property rights. The Client has a responsibility to not knowingly create, store or disseminate any illegal content. CloudAfrica has the right to remove any hosted content which it considers illegal or for which it has received a take-down notice. If The Client is in breach with the Terms and conditions here within, CloudAfrica may suspend or terminate any service with immediate effect.

In accordance with the ECT Act (2002), ISPA is the acting agent of CloudAfrica, and can be reached at:

Internet Service Providers’ Association (ISPA)

Address: PO Box 518, Noordwyk, 1687

Telephone: 010 500 1200

Email: complaints@ispa.org.za

 

Support Logging

Customers may log all faults via e-mail or telephone in the case of emergencies. A support ticket will be generated from an e-mail, or a support person logging a fault. First line support will be responsible for monitoring all tickets lodged, and assigning an appropriate status and resource to them.

In the event of an emergency, the support person is expected to log a ticket immediately upon receiving an emergency call. They will then follow the emergency procedure, to the point that either the issue is resolved, or the issue needs to be escalated by the support team. Front-line support may not escalate the issue until each step in the support procedure guide has been checked.

If the issue needs to be escalated the second line support person is expected to act on incident immediately, and the front-line support person is expected to contact the customer to communicate that the issue has been escalated.

Throughout the process of resolving a ticket, the customer must be updated at the following milestones:

If a ticket is not closed within a week of the ticket state changing to “Testing/verified”, the ticket will be closed by CloudAfrica.