Terms and Conditions

Connecting to Your Premises

Cene Global Media will aim to connect to your premise via its own network (wireless or satellite).

Cene Global Media may use the services of another supplier to connect to your premises at its own discretion.

You have to do what we reasonably tell you to do relating to your use of the Cene Global Media Broadband Internet service, including complying with our Acceptable Usage Policy (as we may vary from time to time).

You must not use the Cene Global Media Broadband Internet service, or let anyone use the Cene Global Media Broadband Internet service:

(a) to menace or harass any person or injure or damage anyone or anything;

(b) for a purpose that a reasonable person would consider offensive;

(c) to infringe another person’s intellectual property rights;

(d) to misuse another person’s confidential information;

(e) to infringe or commit an offence against any law, standard or code;

(f) to send or receive instructions that could damage or injure somebody or something if implemented;

(g) in a way that exposes either you or us to risk of prosecution or legal or administrative action under any law;

(h) to interfere with, disrupt or affect the availability or use of the Internet or any other network or computer system;

(i) in a way that results in a virus, worm, Trojan or similar program being sent through the Cene Global Media Broadband Internet service from your equipment; or

(j) in breach of our Acceptable Usage Policy.



Traffic Allowance

It is your responsibility to manage the amount of traffic received by your Cene Global Media Broadband Internet service. You acknowledge that your service will be suspended once you meet or exceed your chosen traffic allowance for that month.

You will only have access to our free internal services, including our payment portal when your service is suspended.

Your service will be reactivated once payment for additional data is purchased.

Transmission

We do not promise successful data transmission using the Cene Global Media Broadband Internet service. Temporary interruptions and packet loss may occur from time to time.
It is your responsibility to choose, supply, configure and maintain your own facilities and equipment (at your expense).

You must determine which of our points of presence to connect to where you have a choice. It is your responsibility to check whether there are new points of presence available from time to time.

We do not have to tell you that new points of presence are available or that connecting to a different point of presence would save you money.

You are responsible for the purpose or purposes for which you use your Cene Global Media Broadband Internet service and any equipment as well as the security of any equipment. You are also responsible for the content and security of any data or information you send or receive using the Internet.
We can suspend your Cene Global Media Broadband Internet service immediately, if we believe on reasonable grounds that your service is being used contrary to our Acceptable Usage Policy. This is because we consider any breach of the Acceptable Usage Policy to be a material breach of the Cene Global Media Broadband Internet service terms.

If we suspend your Cene Global Media Broadband Internet service because you are in breach of our terms or you are insolvent, we can require you to pay all outstanding charges before we end the suspension.
If your Cene Global Media Broadband Internet service is cancelled before the end of your minimum term (when on a contract), we may charge you an early termination charge. This is 50% of the monthly charges for your Cene Global Media Broadband Internet service that would have been payable for the remainder of your minimum term. (This does not apply where we cancel your service when you are not in breach, or where you cancel your service because we are in breach.) You acknowledge this amount is a genuine pre-estimate of our loss.

Cancellation of the service must be made in writing to Cene Global Media and will become effective on receipt of the notification of cancellation. Automatic monthly payments will be ceased upon cancellation receipt. Cancellation fees may apply. If you do not use your service for a period of 3 months or longer, and you did not pay for the equipment in full and upfront, you are required to return the equipment to Cene Global Media.

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information, that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page.

Credit Card processing is handled by a commercial payment service. We do not store customer credit card details on our system.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/ servers in which we store personally identifiable information are kept in a secure environment.
Cene Global Media will provide a refund of the service fee where it can be proven that the User has been unable to access the service.

Cene Global Media’s liability to the User for breach of any term of the Agreement or of any implied warranties is limited, at Cene Global Media's option, to either re-performing the Services or refunding the service fee.

What is the Cene Global Media Broadband Internet service?

The Cene Global Media Broadband Internet service gives you a high performance connection to the Internet via our points of presence around Botswana.

We provide the Cene Global Media Broadband Internet service to you over a connecting carriage service. A connecting carriage service is the telecommunications service between your premises and our point of presence.

The available connecting carriage services for the Cene Global Media Broadband Internet service are:

(a) Satellite;

(b) Wireless – point to point;

(c) Colocation in our satellite teleport at Botswana Innovation Hub;

(d) Any other external party’s connecting carriage service we approve

Minimum Commitment

You must take your Postpaid Cene Global Media Broadband Internet service for a minimum term of 6 or 12 months.

Your minimum term starts when we first supply the Cene Global Media Broadband Internet service to you.

After this term, you automatically renew on a monthly basis until either party provides written or email notification to terminate this contract.

Access to the Internet backbone

The Cene Global Media Broadband Internet service gives you access to our Internet access network, based on the TCP/IP protocol.

We will do what is reasonable to maintain access routes and interconnection agreements with other member networks of the Internet.

IP Address

As part of your Cene Global Media Broadband Internet service, we will provide you with one Internet protocol address (“IP Address”). Your IP Address will be assigned from a pool of available IP addresses. We may replace your assigned IP Address with a different IP Address at any time by giving 14 days’ prior notice to you. You cannot request a particular IP Address.

You acknowledge that the IP Address that we assign to you may have been used by us prior to being allocated to you.

We grant you a non-exclusive, non-transferable, revocable licence to use the IP Address in equipment for the sole purpose of using the IP Address with your Cene Global Media Broadband Internet service. We reserve all other rights in the IP Address.

You may not sub-licence, assign, share, sell, rent, lease, transfer or otherwise deal with the IP Address other than as granted to you under this section of Our Customer Terms.

You may apply for additional IP Addresses.

If you are migrating from another Internet Service Provider to a Cene Global Media Broadband Internet service you will be provided with a new IP Address. It is your responsibility to update your existing network configurations to take into account your new IP Address.

You can access the Customer web portal to access near real-time information and tools on your Internet traffic, service levels and account details.

We will send an email notification to you once you reach 50%, 90% and 100% of your chosen monthly traffic allowance for that month. You acknowledge that these alerts are an estimate of the amount of traffic you have received at that point in time. You must not rely on this information and we are not responsible for any loss or damage you may suffer if you do so.

We will send the traffic notifications to the email address specified in the Billing Contact section of your Customer web portal. You must ensure this address is current and updated as required.

Outgoing Email

Cene Global Media Broadband Internet service includes access to an SMTP service to let you relay or send email, whether or not you have your own locally operated mail server.

Use of the Cene Global Media SMTP server must comply with our Acceptable Usage Policy.

Border Gateway Protocol

You can ask to use Border Gateway Protocol when you apply for Cene Global Media Broadband Internet service.

Domain Name Servers (DNS)

You can apply for us to host a domain name on one of our DNS servers.

If your Cene Global Media Broadband Internet service is cancelled, we will remove your DNS records from our DNS servers. You will need to transfer your domain name hosting services to another provider.

Helpdesk

You must promptly tell our Internet Direct technical support about any service difficulty and give us all available details we need to help us investigate it.

You can report service difficulties to us 24 hours a day, seven days a week by calling, or emailing our Helpdesk.
Installation and equipment charges apply to all installations and vary depending on your location.

We charge you based on your chosen plan for your Cene Global Media Broadband Internet service from the date your minimum term begins.

Your data traffic allowance is your chosen allowance of traffic received by your service per 30 days (measured in Gigabytes). Data usage is the sum of data downloads plus uploads.

If you use less data traffic than your chosen traffic allowance in a month, the remaining unused data traffic allowance is forfeited. It is not added to your data traffic allowance for any later month.

If you choose an unlimited data plan there are no traffic limits or excess usage charges.

Changing your service

To make a change you have to pay all outstanding charges for your service before we accept your request to change. You acknowledge that any change to your service will take effect from implementation into our billing systems.

Relocating an existing service

You must pay for all costs associated with moving and re-installing any equipment to a new location.

Support Charges

The Customer agrees that if they, or one of their representatives, makes any changes to CENE equipment, a P500 call-out fee will be charged to the Customer to resolve any service issues.
Cene Global Media reserves the right to apply discounts to customer orders at our discretion.

The amount of the discount is at the discretion of Cene Global Media and will be applied to products determined by us and can be modified or cancelled at any time.

Singular product discounts may not necessarily be applied to other purchases made by the same customer.

Discounts cannot be transferred. Discounts cannot be redeemed by third parties.

Internet service provisioning times

We aim (but do not guarantee) to implement an access port connection at our point of presence within 30 days from the day we tell you that we have processed your application.

We measure the timeframe above from the day we tell you that we have processed your application.

International Internet Access

What is the Standard service availability?

Customers on the Standard service are offered 95.0% availability for Internet access. This is primarily determined by the reliability of the international fiber service into Botswana.

What is the Premium Level service availability?

Cene Global Media offers a redundant International Internet access service via satellite out of Botswana. Customers on this service will be automatically switched to satellite should the Botswana fiber network fail or become unuseable (for example, high traffic congestion).

Customers on this Premium service are offered 99.8% availability for Internet access.

The transmission speed of your redundant service cannot be higher than for your primary service.

All the same terms (including price) apply to your redundant service as apply to your primary service.

Network availability level

We do not take scheduled outages into account in calculating service availability levels.

We aim (but do not guarantee) to make sure the Cene Global Media network availability is at least 99.8% for each month.

We measure network availability as follows: Your connection Network availability If you are connected via satellite: The percentage of time that our satellite network was functioning correctly. This does not include the bi-annual sun outages on all satellite networks.

If you have a terrestrial connection: The percentage of time that our terrestrial network was functioning correctly. This is measured as the total number of minutes the point of presence to which you are connected was available according to our monitoring measurements we conduct, as a percentage of the total number of minutes in the month.

Our monitoring systems calculate network availability measurements of our points of presence nodes. If our systems fail, this does not mean that our Internet network was not available.

When we measure network availability, we are not measuring the availability of your connecting carriage service. If your connecting carriage service is unavailable, this is not reflected in the network availability for your Cene Global Media Broadband Internet service.

Scheduled Outages

Sometimes we perform scheduled maintenance, upgrades or repairs to our Internet access network or connecting carriage service and all or part of the Cene Global Media Broadband Internet service or connecting carriage service is not available as a result. This is a scheduled outage.

We aim (but do not guarantee) to tell you about scheduled outages at least five business days beforehand. We can do this by posting information on the Customer Portal web page, on our website or by sending an e-mail to the person you have nominated as your technical contact.

We aim (but do not guarantee) to make sure scheduled outages are performed between 2:00 am and 7:00 am (your local time) and do not exceed a total of 7 hours in a week or 14 hours in a quarter.
We may sell or rent end-user equipment as part of the Broadband Internet Service.

If we sell you the end-user equipment, ownership transfers to you once we receive payment in full. Cene Global Media will honour all supplier warranties.

If we rent you the end-user equipment (all cases whereby equipment is not paid for upfront, in full), ownership remains with Cene Global Media. You will be required to return the equipment to Cene Global Media if your service is not active for 3 months or more.

All satellite installations require equipment payment upfront and in full.
The following words have the following meanings:

An access port where a connecting carriage service connects to our point of presence.

A business day means any day, other than a Saturday, Sunday or recognised public holiday in the state in which your premises are located.

A point of presence is the place where a connecting carriage service connects to our Internet access network.

Traffic allowance is the number of gigabytes of traffic that you can receive in a month that are included in the monthly standard charge.

Transmission speed for an access port is the maximum data transfer capacity (measured in bits per second) that we have configured the access port for.