Supplier SLA’s – FTTB

Updated September 2017

Please note that Home-Connect is dependant on the open access provider’s infrastructure to deliver the internet bandwidth, should there be a fault with the Open Access Provider Infrastructure Home-Connect will liaise directly with the providers to ensure customer’s links are restored and Home-Connect will endeavours to ensure our customer’s experience minimum service interruption.


FTTB Last Mile faults: repaired within 12 hours between 8:00 and 21:00 Monday to Sunday

FTTB / Business services have a 4:1-line speed guarantee


Best Effort service

SA Digital Villages


SADV will provide the Services in a professional and diligent manner and will respond to requests for on-site maintenance and support

Open Fibre

Major Faults – 8 Business Hours,
Monday to Friday 7am-6pm
Weekends – 24/7 Standby 

Minor Faults- 24 Business Hours,
Monday to Friday 7am-6pm
Weekends – None