Frequently Asked Questions
General & Legal
What is Intrasurf’s Acceptable Use Policy (AUP)?
The AUP explains how Intrasurf’s internet and network services may be used. It outlines acceptable behaviour, prohibited activities, and how we protect our network and customers in line with South African law.
Do I need to read the AUP?
Yes. By using our website or services, you agree to comply with our AUP and Terms & Conditions.
Internet Usage & Uncapped Accounts
What does “uncapped internet” mean?
Uncapped means there is no fixed data limit. You can use as much data as you need, subject to fair network management to ensure consistent performance for all users.
Does Intrasurf throttle or shape uncapped connections?
During peak times, real-time services like browsing, email, and streaming are prioritised. High-bandwidth services such as torrents and peer-to-peer traffic may receive lower priority during busy periods.
Can my service be suspended for trying to bypass network controls?
Yes. Attempting to bypass or interfere with Intrasurf’s network management systems may result in suspension or cancellation of your service.
Email, Spam & Webmail
Can I send bulk or marketing emails using my Intrasurf connection?
Only if recipients have explicitly consented. Sending spam or unsolicited bulk emails is strictly prohibited.
What happens if my email server is used for spam?
If your mail server is unsecured or used for spam, Intrasurf may investigate and require corrective action. Continued abuse may lead to suspension of services.
Is Intrasurf webmail suitable for business use?
No. Webmail services are provided on an “as-is” basis for personal use only and are not intended for commercial resale or high-volume business use.
Security & Network Integrity
What activities are not allowed on the Intrasurf network?
Activities such as hacking, unauthorised access, spreading malware, denial-of-service attacks, spoofing, or scanning other networks are strictly prohibited.
Can Intrasurf monitor network traffic?
Network monitoring may occur for security, performance, and legal compliance purposes. This is done in accordance with our Privacy Policy and applicable laws.
Does Intrasurf monitor my online activity?
Intrasurf respects customer privacy. Monitoring is limited to what is necessary to protect the network, comply with the law, or investigate abuse.
Is Intrasurf safe for children to use?
Internet access is provided as a general service. Parents or guardians are responsible for monitoring and controlling minors’ internet usage.
Does Intrasurf provide parental control tools?
We provide information on third-party tools and software that can help parents manage and monitor children’s online activity.
Will my information be shared with third parties?
Personal information is kept confidential and is only shared when legally required, such as with law enforcement agencies under a valid legal order.
Complaints, Abuse & Enforcement
How do I report abuse or unacceptable use?
You can report abuse by emailing support@intrasurf.co.za with full details, such as email headers, website URLs, or log files.
What happens after a complaint is submitted?
Intrasurf will investigate the complaint and may issue warnings, suspend services, recover costs, or involve law enforcement where required.
Faults & Support Response
Is there a difference between FTTH and FTTB support?
Yes. Business fibre (FTTB) is prioritised with faster resolution targets due to its mission-critical nature.
What is considered a critical fault?
A critical fault occurs when a large portion of customers on the same network experience a complete service outage. These faults receive immediate attention from our technical teams.
How quickly does Intrasurf respond to critical outages?
Critical faults are addressed immediately, with resolution targets of:
- Up to 8 hours for Fibre to the Home (FTTH)
- Up to 4 hours for Fibre to the Business (FTTB)
What is a serious fault?
A serious fault affects a smaller number of customers on the same network and may result in a service outage.
How long does it take to resolve a serious fault?
Response begins within the next business hour, with resolution targets of:
- Up to 16 hours for FTTH
- Up to 8 hours for FTTB
What is a minor fault?
A minor fault occurs when services remain operational but performance is reduced due to network capacity issues.
How long does it take to resolve minor faults?
Minor faults are addressed on the next business day, with resolution targets of:
- Up to 24 hours for FTTH
- Up to 16 hours for FTTB
