1. Service scope and coverage

Afrimax Support provides third-party maintenance services for IT infrastructure including servers, storage systems, networking devices, and tape libraries. Our services include 24/7/365 help desk support, remote troubleshooting, on-site interventions, spare parts provisioning, technical training workshops, and customized Service Level Agreements (SLAs). Enterprise software managed services, data disposal, and IT equipment recycling are also available under separate agreements.

Coverage is determined by the specific SLA tier selected (Bronze, Silver, Gold, or Platinum) and the equipment list detailed in your contract. Services are delivered through our network of national and international associate offices.

2. Service Level Agreements (SLAs)

Each contract includes a customized SLA defining coverage hours, response times, and on-site intervention commitments. Our standard SLA tiers are:

• Bronze: 9/5 coverage, Next Business Day (NBD) action plan, 2 Business Days on-site
• Silver: 24/7/365 coverage, 3 hours action plan, 8 hours on-site
• Gold: 24/7/365 coverage, 1 hour action plan, 4 hours on-site
• Platinum: 24/7/365 coverage, 30 minutes action plan, 2 hours on-site

SLA commitments are subject to the availability of required spare parts and engineer resources. Force majeure events may affect response times.

3. Spare parts and buffer stock

Afrimax maintains dedicated buffer stock sized according to your equipment inventory. Spare parts are sourced as high-quality refurbished manufacturer-specific components. Parts are dispatched to local warehouses and allocated to your contract to ensure rapid availability.

Delivery of fully configured replacement equipment or spare parts is typically completed within 72 hours. Specific delivery timelines may vary based on location and part availability.

4. End-of-Life (EOL) and End-of-Service-Life (EOSL) equipment

Afrimax specializes in supporting EOL and EOSL equipment, extending useful hardware life up to 15-20 years. By choosing Afrimax over OEM maintenance, customers can avoid unnecessary hardware refreshes and administrative hassle associated with frequent technology cycles.

Support for EOL/EOSL equipment is subject to the availability of compatible spare parts and technical expertise. Afrimax will notify customers if continued support becomes unfeasible.

5. Data disposal and recycling services

Our data disposal services include soft destruction (software-based erasure), physical destruction (state-of-the-art technology), and secure IT equipment recycling. All disposal processes are designed to alleviate risks and maintain data confidentiality.

Customers are responsible for backing up any required data before disposal. Afrimax is not liable for data loss occurring during the disposal process. Certificates of destruction can be provided upon request.

6. Limitation of liability

Under no circumstances shall Afrimax Support be liable for any direct, indirect, incidental, special, or consequential damages, including but not limited to loss of data, profits, or business interruption, arising out of the use, or inability to use, the services provided, even if Afrimax Support or an authorized representative has been advised of the possibility of such damages.

Afrimax Support's total liability shall not exceed the total amount paid by the customer for services in the 12 months preceding the claim.

7. Warranty and service guarantees

Afrimax services are provided based on the terms outlined in your signed contract and SLA. We do not guarantee compatibility with all third-party software, plugins, or external systems not explicitly covered in your agreement.

Refurbished parts and equipment are tested to ensure functionality but are provided without manufacturer warranty. Afrimax provides its own warranty on workmanship and part replacement as defined in your SLA.

8. Account termination and suspension

Afrimax Support reserves the right to suspend or terminate any service contract without prior notice for reasons including but not limited to:

• Non-payment of fees or repeated late payments
• Abusive, defamatory, or malicious behavior towards Afrimax staff or partners
• Unauthorized resale or redistribution of Afrimax services
• Security threats due to unauthorized access or sharing of account credentials
• Involvement in illegal activities using Afrimax-provided equipment or services

9. Privacy and data protection

We value your privacy. Afrimax Support does not sell, rent, or share your personal or business information with third parties except as necessary to deliver our services (e.g., dispatching engineers, shipping parts). Your data is used solely for purposes such as:

• Contract management and service delivery
• Billing and payment processing
• Service quality improvement and customer feedback
• Legal compliance and dispute resolution

By using Afrimax Support services, you consent to the collection and use of your data in accordance with our Privacy Policy.

10. Contact information

For questions about these Terms & Conditions, please contact us:

• Email: contact@afrimax-support.co.za
• Phone: +27 68 848 3152
• Support: Available 24/7/365