Service commitment and satisfaction guarantee

At Afrimax Support, we are committed to delivering exceptional third-party maintenance services for your IT infrastructure. We stand behind the quality of our work and the expertise of our Level 3 engineers. If our services do not meet your expectations, we offer a clear and fair resolution process.

30-Day service satisfaction period

We are confident that you will experience the value of Afrimax Support maintenance services. For new contracts, we offer a 30-day evaluation period during which you can assess our service quality, response times, and technical expertise. If you are not satisfied, we will work with you to resolve concerns or discuss contract adjustments.

Service adjustment eligibility

You may be eligible for service adjustments if

• You report service concerns within the first 30 days of contract activation.
• Response times consistently exceed your agreed SLA commitments.
• On-site interventions fail to resolve the reported issue after multiple attempts.
• Spare parts delivery exceeds the committed 72-hour timeframe without valid reason.
• Technical training workshops were not delivered as specified in your contract.
• Dedicated buffer stock was not maintained as agreed in your SLA.

How to raise a service concern

Simply follow these easy steps

1. 1

   Contact our 24/7 Help Desk via phone, email, or online portal.

   If you are experiencing any service issues or have concerns about your maintenance contract, our support team is here to help. Reach us at contact@afrimax-support.co.za or call +27 68 848 3152.

2. 2

   Provide your contract number, company details, and a description of your concern.

   Once we receive this information, our team will review your case and get back to you within your SLA response time. We are committed to resolving issues promptly and professionally.

3. 3

   Our team will review and address your service concern.

   We take all feedback seriously. Our management team will assess your situation and work toward a fair resolution, whether that involves service adjustments, engineer reassignment, or contract modification.

Non-adjustable situations

Afrimax Support reserves the right to decline service adjustments for reasons including but not limited to

• Issues caused by customer negligence, unauthorized modifications, or third-party interference.
• Equipment failures due to environmental conditions outside agreed operating parameters.
• Requests for support on equipment not covered by your signed contract or SLA.
• Service delays caused by force majeure events (natural disasters, civil unrest, etc.).
• Cancellation requests after the initial 30-day period without breach of SLA terms.

Contract modification process

If your service needs change, we offer contract modifications rather than cancellations. You can upgrade or downgrade your SLA tier, add or remove equipment from coverage, or adjust service scope. Modifications typically take effect within 5–10 business days.

We value your feedback

If you choose to modify or end your contract, we would be grateful if you could let us know why. Your feedback helps us improve Afrimax Support services for all our customers. We are committed to continuous improvement and learning.