Service Level Agreement

Standard support is available Monday to Friday, 08:00 to 18:00 SAST, excluding public holidays unless agreed otherwise. Business Essential and Business Pro include 24/7 critical incident logging for issues that materially stop core business operations.

Home Basic is best effort within 2 business days. Home Care and Business Starter target next-business-day response. Business Essential targets 4 business hours for standard requests and 2 hours for critical incidents. Business Pro targets 2 business hours for standard requests and 1 hour for critical incidents.

Included support time, user caps, device caps, onsite discounts and report frequency are defined on the active package page. Unused monthly support time does not roll over. Work above package limits may be billed separately or require an upgraded package.

Remote support is available nationwide where the customer has suitable connectivity. Onsite support is available in major metros and surrounding areas, subject to scheduling, technician availability and any travel or out-of-scope quote.

SLA targets do not apply to outages caused by customer internet providers, electricity failures, third-party cloud platforms, unavailable customer contacts, missing credentials, unsupported systems, unpaid invoices, force majeure events or work outside the selected package.

A critical incident is a severe issue affecting core business operations for covered business customers, such as major email outage, business-wide connectivity failure, confirmed ransomware or inability for a covered team to perform essential work. General support requests and single-user issues are standard requests unless Geek247 confirms otherwise.

Requests can be sent to hello@geek247.co.za. Geek247 may request reasonable proof of identity or authority before actioning account, privacy, support or billing requests.