Get started with Atomic On-Site Services

General Terms:

1. Mandate Requirement: Atomic Pty Ltd (referred to as “Atomic”) will only provide On-Site services when there is a signed mandate by the customer. This document will clearly outline the costs and scope of the services we offer. By signing, you agree to appoint Atomic to perform these on-site services and be bound by the on-site Terms of Service.
2. Service Location: On-site services will only be provided at the premises where an existing Atomic fibre service is active.
3. Authorised Contact: We will only deal with a known and/or authorised contact.
4. Business hours: Atomic’s business hours are 0800-1800 Monday to Friday, excluding South African public holidays.
5. Mandate validity: This mandate is valid for the specified service address and will expire 24 months from the date of signing.

Service Expectations and Limitations:

1. Expectations: You should decide what you want—whether it’s the cheapest option with possible compromises or something more reliable with better performance which might cost more.
2. WiFi Speeds: Please note there are various limitations to WiFi speed and WiFi speed is not guaranteed. Here are some very rough guideline WiFi speeds on the long range 2.4Ghz and the short range 5Ghz/6Ghz bands:
   1. 2.4GHz WiFi 5: Up to 40Mbps
   2. 5GHz WiFi 5: Up to 260Mbps
   3. 5GHz WiFi 6: Up to ~400Mbps
   4. 6GHz WiFi 6E: Up to ~900Mbps
3. Bound by the laws of physics: We cannot break the laws of physics. Power, signal strength, the antenna configuration on your WiFi AP/client device, objects and distance will all affect your WiFi speeds.
4. WiFi Mesh: If you choose WiFi mesh over a wired setup you accept the backhaul between the mesh nodes will use available WiFi bandwidth, reduce overall performance, and will not be as good as a wired WiFi system.
5. Maintenance and Support: Atomic does not offer ongoing maintenance, retainer, insurance, service level agreements or performance guarantees for on-site deployments. Atomic will determine the timelines for support and provide a best effort service.
6. Courtesy Services: While we offer some courtesy services as part of the Fibre service fee, we reserve the right to limit these based on what is reasonable and request the customer requests our on-site services.
7. WiFi Hardware Replacement Policy
   If your Atomic-supplied LAN Hardware fails, we’ll replace it as quickly as reasonably possible. Warranty Replacements for devices supplied by Atomic:
   1. If an Atomic supplied device fails during the warranty period, please return it with the original power supply and accessories for inspection and a warranty claim.
   2. If the returned device is found to be defective and there is a valid warranty claim, at its election, Atomic shall either replace, repair or refund the Goods.
   3. Should a product under warranty be discontinued or out of stock, Atomic have the discretion to indicate a suitable replacement/alternative from our suppliers.
   4. Any devices damaged due to power surges, blackouts or lightning will not be exchanged under warranty.
   5. NB: If the device is not found to be faulty, re-stocking and/or replacement fees will apply.
8. Atomic does not take responsibility for hardware vendor vulnerabilities or failures.
9. Disputes: In the event you are not satisfied with the on-site services or network hardware you received Atomic will do its best to resolve the issue, or abandon the project in a way Atomic does not make a loss. 

Timing and Costs:

1. Rates: On-site support is charged at a specified hourly rate, including the time it takes to travel to site.
2. Hardware costs: Atomic procures network hardware and accessories from local wholesalers. 
3. Service Timing: Depending on the severity of the issues you have we can provide next business day service if possible, but it may take up to 7 business days to schedule an appointment.
4. Cost Estimates: All estimates are just that—estimates. The final cost may vary based on the actual work required.
5. Additional Costs: If your service requires more time, resources or hardware, additional costs will apply.
6. FNO Call-Out Fees: If part of the on-site work requires your Fibre Network Operators (FNO) intervention, you will be responsible for any call-out fees from the FNO.
7. Previous Installations: If your existing setup is too messy or unsuitable, we reserve the right to refuse to patch or repair it. We may recommend a full replacement for reliability. If it is agreed to try and salvage old equipment and this ends up failing or is unreliable, Atomic does not accept any risk or costs associated with re-installation and Atomic does not provide any guarantees for losses experienced by the customer.
8. Payment: The costs associated with your on-site appointment will appear on your next Atomic invoice after the work is complete.

On-Site Service Guidelines and Safety

1. Technician Safety: Abuse of any kind will not be tolerated. If our technician feels threatened, they have the right to leave. If you have known mental health issues, please inform us in advance so we can accommodate you appropriately.
2. Parking: Please ensure there is a safe place for us to park and let us know of any safety issues in advance.
3. Property Access: Please ensure we can access your property at the scheduled time. If you are late, we will wait 15 minutes before rescheduling, and fees may apply.
4. Use of Photos: By accepting our services, you give us permission to use before-and-after photos of the work on our website and marketing materials indefinitely.
5. Sign-Off: You will need to sign off on all work completed on the day. This includes providing a “happy letter” to confirm your satisfaction. You may need to sign multiple happy letters if the project has multiple phases.