Service Level Agreement

This SLA applies to the ISN Free WiFi SaaS platform ("the Platform") — the business dashboard, captive portal engine, router management and provisioning tools, voucher and data-plan systems, advertising delivery, SMS/notification services, and related APIs that we design, host, and operate. It applies to every tenant account and, by extension, to every guest who connects through a tenant's captive portal. Where a specific tenant has a separately signed, individually negotiated SLA with different terms, that signed agreement takes precedence over this page for that tenant only; everyone else is governed by this page as published.

ISN Free WiFi provides the software and hosted services that power a captive portal: the branded login/splash experience, voucher and data-plan issuance, advertising delivery, analytics, SMS notifications, router provisioning tools, and the dashboard used to configure all of the above. We do not supply, install, own, or maintain any Tenant's physical network hardware, routers, access points, cabling, electrical supply, or internet connectivity (upstream bandwidth from a Tenant's own ISP). Guest WiFi only works when a Tenant's own hardware and internet connection are functioning — the availability of that hardware and connection is entirely outside our control and outside the scope of this SLA.

We target 99.5% monthly availability of the core Platform (dashboard and captive-portal serving layer), measured against total minutes in the calendar month, excluding Scheduled Maintenance and all Exclusions in Section 5. This is a target, not a guarantee, and — unless a separate signed agreement with your account states otherwise — failing to meet it does not entitle any Tenant or Guest to a refund, service credit, or damages beyond what is expressly provided in Section 12 (Limitation of liability). Live, real-time uptime and incident history are published on our public status page at all times, so Tenants can independently verify actual performance rather than relying on this target alone.

The following are excluded from any availability calculation, support commitment, or liability under this SLA, without limitation:

Where practical, we schedule maintenance that may affect Platform availability during low-traffic windows and provide advance notice via the dashboard, email, or our News & Updates page at least 24 hours ahead for routine work, and as much notice as reasonably possible for urgent security patches that cannot wait. Emergency maintenance required to address an active security threat or critical defect may be performed without advance notice; we will communicate what happened as soon as reasonably practical afterward.

Support requests are handled by severity, on a reasonable-efforts basis, and these are targets rather than guarantees unless a separately signed agreement states otherwise:

"Acknowledged" means a human response confirming receipt and initial triage, not full resolution — resolution time depends on the nature and complexity of the issue, and issues rooted in a Tenant's own hardware, ISP, or configuration are the Tenant's responsibility to resolve, though we will reasonably assist in diagnosing where the problem sits.

Guests connect to WiFi provided by a Tenant, using the Tenant's own branding, terms, and network. ISN Free WiFi supplies the underlying software to the Tenant; we do not sell, warrant, or guarantee internet access, WiFi coverage, connection speed, or data allowances directly to any Guest, and we have no direct contractual relationship with Guests. Any complaint, refund request, or claim a Guest may have about the WiFi service itself — including about vouchers purchased, data plans bought, advertising shown, or connection quality — is a matter between that Guest and the Tenant who operates the portal they used, and must be directed to that Tenant, not to ISN Free WiFi. Guest-facing terms shown on a captive portal (login screen terms, data-plan terms, and similar) are the Tenant's own terms for their own network unless expressly stated otherwise.

We apply reasonable technical and organizational measures to protect Platform data, including logical isolation between tenants' data, encryption of data in transit, and regular backups of tenant configuration and guest records stored within the Platform. These measures reduce risk but do not constitute a warranty that the Platform will be free of security incidents, data loss, or unauthorized access — no system can be guaranteed 100% secure, and this SLA does not create any guarantee beyond the reasonable-efforts commitment stated here. Our handling of personal information is further described in our Terms & Conditions (Section 8, Data protection & POPIA). In the event of a security incident affecting a Tenant's data, we will notify the affected Tenant without undue delay once we become aware of it; it remains each Tenant's own responsibility, as the responsible party for their Guests' personal information, to make any notifications to Guests or regulators that the Tenant is legally required to make.

ISN Free WiFi is not liable for any failure or delay in performance under this SLA caused by circumstances beyond our reasonable control, including but not limited to load-shedding and national electricity grid instability, failures of national or international internet backbone/undersea cable infrastructure, natural disaster, fire, flood, pandemic, epidemic, war, terrorism, civil unrest, governmental action or regulation, labour disputes, or failures of third-party providers we rely on (cloud hosting, payment gateways, SMS aggregators, domain registrars, certificate authorities). Obligations affected by a force majeure event are suspended for the duration of that event.

To the maximum extent permitted by law: (a) the Platform is provided "as is" and "as available," without warranties of any kind, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement; (b) ISN Free WiFi's total aggregate liability to any Tenant arising out of or relating to this SLA, however arising, is limited to the fees actually paid by that Tenant to ISN Free WiFi in the three (3) months immediately preceding the event giving rise to the claim; (c) ISN Free WiFi is not liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of revenue, loss of profits, loss of business, loss of data, or reputational harm, even if advised of the possibility of such damages; and (d) ISN Free WiFi has no liability whatsoever, direct or indirect, to any Guest, including for any claim a Guest brings or threatens to bring against a Tenant arising from that Tenant's own operation of its captive portal or WiFi network.

Each Tenant agrees to indemnify, defend, and hold harmless ISN Free WiFi, its officers, employees, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) that Tenant's own Guests, including any claim a Guest brings arising from the Tenant's WiFi service, advertising shown on the Tenant's portal, vouchers or data plans the Tenant sold, or content the Tenant published; (b) the Tenant's breach of these terms, applicable law, or third-party rights; (c) the Tenant's own hardware, network, or premises; or (d) the Tenant's misuse of the Platform. This indemnity survives termination of the Tenant's account.

The Platform integrates with third-party services that ISN Free WiFi does not own or operate, including payment gateways (for voucher and data-plan sales), SMS/notification providers, cloud hosting and content-delivery infrastructure, and advertising networks. We select these providers in good faith but are not responsible for their availability, pricing changes, policy changes, security practices, or acts or omissions. Any fees charged directly by such third parties (for example, payment-gateway transaction fees) are separate from, and not covered by, this SLA or our own pricing.

We continuously improve the Platform and may add, change, or remove features, and may update underlying infrastructure, without prior notice, provided that any change materially reducing core functionality a paying Tenant already relies on will be communicated in advance where reasonably practical. This SLA does not commit us to maintaining any specific feature, integration, or version indefinitely.

Upon termination of a Tenant's account, whether by the Tenant or by ISN Free WiFi under our Terms & Conditions, our obligations under this SLA end immediately. Tenant configuration and guest data may be retained for a reasonable period after termination in line with our standard retention practice and applicable law, after which it may be permanently deleted. Tenants are responsible for exporting any data they wish to keep before closing their account.

If a dispute arises under this SLA, the parties will first attempt to resolve it in good faith through direct negotiation between the Tenant and ISN Free WiFi's support/management contacts. If unresolved within 30 days, either party may pursue the dispute through the courts identified in Section 19 (Governing law), or through mediation or arbitration if separately agreed in writing.

If any provision of this SLA is found unenforceable or invalid under applicable law, that provision will be limited or eliminated to the minimum extent necessary so that this SLA otherwise remains in full force and effect and enforceable.

This SLA is governed by the laws of the Republic of South Africa, and any dispute arising from it is subject to the jurisdiction of the South African courts, without prejudice to any mandatory consumer-protection law that may apply to a Tenant or Guest in their own jurisdiction.

This SLA supplements, and should be read together with, our Terms & Conditions. In the event of a direct conflict between this SLA and the Terms & Conditions on a matter of liability or indemnification, the more protective-of-ISN-Free-WiFi provision applies, to the extent permitted by law. Where a Tenant has a separately signed agreement with different SLA terms, that signed agreement governs for that Tenant.

We may update this SLA from time to time to reflect changes to the Platform, our infrastructure, or applicable law. Material changes will be communicated to Tenants by email or dashboard notice ahead of taking effect. Continued use of the Platform after a change takes effect constitutes acceptance of the updated SLA.

Questions about this SLA, or to report a Platform incident, can be sent to info@isnfreewifi.co.za. Live system status is always available at isnfreewifi.co.za/status.