Terms of Service
Last updated: September 2026
1. Scope of Service
These terms cover hardware sales (new and refurbished), network setup (any new cabling is arranged through our installation partner), cloud setup and administration (Google Workspace, Microsoft 365), ongoing technical support provided by Poseidon Network Systems, and the supply, installation and support of business VoIP services as a reseller of Switch Telecom (Pty) Ltd (see section 5).
2. Hardware Warranties
New Dell. New Dell hardware carries Dell's standard commercial warranty. Poseidon is a Dell Technologies Authorized Partner for new Dell equipment.
Refurbished. Refurbished units carry a 1-year warranty: a faulty unit is repaired or replaced. The battery is covered for 6 months. Accidental, liquid and power-surge damage aren't covered.
Poseidon's liability for third-party hardware faults is limited to the remedies available under the applicable warranty.
3. Delivery, Payment and Returns
Delivery. Within 40km of Cape Town, arranged per order. Further away, we can courier it at your cost. Check your order and note any damage on the delivery note before you sign.
Payment. Payment is due before delivery. Businesses can pay within 30 days of invoice if agreed in writing.
Returns. Businesses: tell us within 7 days of delivery if anything isn't as ordered. Private buyers can cancel within 7 working days of delivery if the unit is unused and returned undamaged in its original packaging.
4. Service Level Agreements (SLA)
Standard response times, for both remote and on-site technical support, and hardware replacement turnarounds are agreed with each client at engagement and set out in the client's service agreement.
5. Client Responsibilities
Clients are responsible for providing a suitable physical environment for installed network equipment, including adequate power protection (UPS/backup power), and for managing user access privileges within their own systems.
6. Business VoIP Services (Switch Telecom)
Who provides the service. VoIP lines, numbers, hosted switchboards and related telecommunication services are provided by Switch Telecom (Pty) Ltd (registration number 2005/037954/07) under Switch Telecom's Terms and Conditions of Service, its subscription form and any applicable addenda, which the client signs directly with Switch Telecom. Poseidon Network Systems acts as reseller and is responsible for the network, hardware, installation and user support described on our website. Where these terms and Switch Telecom's terms differ on the telecommunication service itself, Switch Telecom's terms apply.
Approval. Every VoIP order is subject to Switch Telecom's credit check and technical feasibility assessment, at Switch Telecom's discretion.
Term and cancellation. The initial term is set out in the Switch Telecom subscription form (30 days if none is specified). The service then renews month to month, and either party may cancel with at least one calendar month's written notice. Cancelling before the end of the initial term or a renewal period may result in a cancellation charge for the unexpired portion.
Billing. Switch Telecom invoices monthly: fixed fees in advance and call charges in arrears (or in advance on prepaid services), plus VAT, normally by debit order. Switch Telecom may change call rates on 7 days' notice and fixed fees on 30 days' notice. Hardware, installation and network work supplied by Poseidon are invoiced separately by Poseidon.
Equipment. All handsets, PoE switches, UPS units and other network equipment are sold by Poseidon, not Switch Telecom, and are installed and configured by Poseidon. They belong to the client once paid for in full and carry the manufacturer's warranty (section 2). Switch Telecom provides the telecommunication service only and does not supply equipment.
Power and connectivity. VoIP services need a working internet connection and power at the router, switch and handset. They will not work during a power or internet outage unless backup power or call diversion is in place.
Emergency calls. VoIP services should not be relied on to reach emergency numbers (112, 10111, 10177). Calls may be delayed or routed to a distant call centre, and the call centre will not be able to see your location, so always tell the dispatcher where you are.
Unlimited packages. Switch Telecom's Unlimited VoIP Line packages are subject to fair-use terms. Unlimited VoIP Line Lite is for personal use only, and neither Lite nor Premium may be used with switchboards, gateways or trunking systems. Outbound call centres are excluded. Business switchboards are quoted on standard or bundled packages.
Liability. Poseidon is not liable for interruptions, faults or losses caused by the Switch Telecom network or by other upstream providers. Line, number and billing issues are resolved with Switch Telecom, and we will help you raise and follow up on them.
7. Contact
Questions about these terms can be directed to Poseidon Network Systems CC, Sea Point, Cape Town, 8005, or via 021 300 8278.