• FAQ

Service Level

99% Uptime


All business products automatically enjoy the 99% uptime Service Level Agreement.


Extended SLA’s are available on request, please speak to our sales department.

Speed Test

Use Local Servers


We recommend the MyBroadband Speedtest for accurate results because this is the closest physical location to our core equipment.


International servers are also limited by the amount of bandwidth they are able to receive and send. It is unlikely that you would achieve the same results on an international speed test as you would from local servers. Please use the GoogleFibre Speedtest for international speed tests.


The medium over which the tests are done plays a critical role in results. For the best speed test results, use a cable connection as WiFi connections are shared between devices which will skew test results.


What’s my IP address: 169.239.209.0

DNS Settings

DNS

Cape Town: 169.239.208.1, 169.239.211.1

Johannesburg: 169.239.211.1, 169.239.208.1


Main Relay

Server address: smtp.interworks.co.za


Limitations

Mail size, 10Mbps

Available on-net only

Limited to 100 Mails per hour

FTTH - Fibre to the Home

Do I need to sign a contract?

Signed FTTH Contracts

All FTTH services are month to month with 1 calendar months’ notice. Terminating the services earlier than 12 months after the activation date will attract a cancellation fee of R2725 incl. VAT
How can I pay my contract?

Payments

Customers accounts will be debited in advance on a monthly basis.
Does the service include a WiFi Router?

Wifi Router

We include one Dual band WiFi router to enable connectivity for your phones, tablets and other compatible devices.
Do I need to purchase a phone for VOIP?

VOIP Phones

Yes, our sales department will help you on this. sales@interworks.co.za  You’ll get updated pricing on Desktop and Cordless VoIP phones if you want to add our voice services to the connectivity service.
How long does the installation take?

Installation

The installation time varies between the last mile services providers.
Are there any limits on the Uncapped service?*

Limits

No FUP on all FTTH services.
What are the minimum upload and download speeds?

Minimum Speeds

This is a best effort service and is subject to a contention ratio of 10:1
The contention ratio is the maximum contention applied (worst case) to the service.
The internet speeds are on a best effort basis depending on the contention and location of the targeted server.

FTTB - Fibre to the Business

What do I need to get connected?

Getting Connected

We need to complete a feasibility test which roughly takes 3 days. We can do a preliminary test in a single day. Please supply us with your physical address and if possible your co-ordinates for accurate feedback.
How long is the contract

Contract Duration

24 month contract
Does the service come with Static Public IP’s?

Static Public IP

Yes, we assign a single Static Public IP per connection. More are available on request.
Does the hardware belong to me once installed?

Hardware

The hardware remains the property of Interworks since we maintain and replace it at no additional cost in the event of a failure.
How long does the installation take?

Installation

After we received all the paperwork it can be between 3-6 months due to the trenching that is involved. If we are in the building already, then it can be done within 30 days if all goes according to plan.
Are there any limits on the Uncapped service?*

Limits

FTTB is uncapped with a FUP. We limit the overall data usage to ensure that all users have a good experience. Should you reach FUP we will not cut you off, but we might limit the overall speed of the connection when the limits are reached. Please see our FUP document for details.
How does the shaping work?

Shaping

Optimized for Business ensures that Business critical applications receives the bulk of the capacity on the subscribed service. Realtime services are never shaped and non-realtime services if left unchecked can use all of the network capacity which results in slow and unstable Realtime services.
Realtime Services:
HTTP Browsing – Live Steaming – Secure Browsing – Skype – Terminal Services
Non-Realtime Services
HTTP Downloads – Torrents – News Servers(NNTP
What are the minimum upload and download speeds?

Minimum Speeds

This is a best effort service and is subject to a contention ratio of 10:1 (Performer) and 1:1 (Professional)
The contention ratio is the maximum contention applied (worst case) to the service.
The internet speeds are on a best effort basis depending on the contention and location of the targeted server.

Fixed Wireless for Home

Do I need to sign a contract?

Signed Fixed Wireless Contracts

If you sign up for the month- to - month service then we only ask for one month’s calendar notice to cancel the service. Hardware installed is yours and the 1-year manufacturer warranty applies to month- to- month accounts. The contract options allows us to maintain the hardware in the event of a failure at no cost to you.
How can I pay my contract?

Payments

Customers accounts will be debited in advance on a monthly basis.
Does the service include a WiFi Router?

Wifi Router

We include one WiFi router to enable connectivity for your phones, tablets and other compatible devices.
Do I need to purchase a phone for VOIP?

VOIP Phones

Yes, our sales department will help you on this. sales@interworks.in.  You’ll get updated pricing on Desktop and Cordless VoIP phones if you want to add our voice services to the connectivity service.
How long does the installation take?

Installation

We aim for less than 2 Weeks. The clock starts ticking from the time we received all the signed paperwork. The installation might take a little longer if we have to make physical network changes.
Are there any limits on the Uncapped service?*

Limits

There will be limits. We limit the overall data usage on the Home package to ensure that all users have a good experience. Should you reach FUP we will be not cut you off, but we might limit the overall speed of the connection when the following limits are reached:

Home Essentials:

2 Mbps – 80Gb
5 Mbps – 160Gb
10 Mbps- 240Gb

Home Plus:

2Mbps – 240Gb
5Mbps – 320Gb
10Mbps – 480Gb
What are the minimum upload and download speeds?

Minimum Speeds

This is a best effort service and is subject to a contention ratio of 20:1
The contention ratio is the maximum contention applied (worst case) to the service.
The internet speeds are on a best effort basis depending on the contention and location of the targeted server.

Fixed Wireless for Business

What do I need to get connected?

Getting Connected

For starters, give us a call to make arrangement for a site inspection to test signal which ensure that you will have a reliable connection from the get go.
Can I upgrade/downgrade my service?

Upgrading/Downgrading 

Yes, this takes about 2 days to complete the request if no hardware changes are required.
How long is the contract

Contract Duration

Month to month and 12/24 month options are available.
Does the service come with Static Public IP’s?

Static Public IP

Yes, we assign a single Static Public IP per connection. More are available on request.
Does the hardware belong to me once installed?

Hardware

The hardware remains the property of Interworks on 12 and 24 month contracts since we maintain and replace it at no additional cost in the event of a failure.
Are there any limits on the Uncapped service?*

Limits

Fixed Wireless is uncapped with a FUP. We limit the overall data usage to ensure that all users have a good experience. Should you reach FUP we will not cut you off, but we might limit the overall speed of the connection when the limits are reached.
How does the shaping work?

Shaping

Optimized for Business ensures that Business critical applications receives the bulk of the capacity on the subscribed service. Realtime services are never shaped and non-realtime services, if left unchecked can use all of the network capacity which results in slow and unstable Realtime services.
Realtime Services:
HTTP Browsing – Live Steaming – Secure Browsing – Skype – Terminal Services
Non-Realtime Services
HTTP Downloads – Torrents – News Servers (NNTP)
What are the minimum upload and download speeds?

Minimum Speeds

This is a best effort service and is subject to a contention ratio of 8:1 (SME), 4:1 (SME+).
The contention ratio is the maximum contention applied (worst case) to the service.
The internet speeds are on a best effort basis depending on the contention and location of the targeted server.

*Terms and Conditions apply
* Prices are exclusive of VAT and is valid from 1 April to 30 June 2018

Business Fibrewave

What do I need to get connected?

Getting Connected

For starters, give us a call to make arrangement for a site inspection to test signal which ensure that you will have a proper connection from the get go.
Can I upgrade/downgrade my service?

Upgrading/Downgrading 

Yes, this takes about 2 days to complete the request if no hardware changes are required.
How long is the contract

Contract Duration

24 months.
Does the service come with Static Public IP’s?

Static Public IP

Yes, we assign a single Static Public IP per connection. More are available on request.
Does the hardware belong to me once installed?

Hardware

The hardware remains the property of Interworks since we maintain and replace it at no additional cost in the event of a failure.
Are there any limits on the Uncapped service?*

Limits

FibreWave is uncapped with a FUP. We limit the overall data usage to ensure that all users have a good experience. Should you reach FUP we will not cut you off, but we might limit the overall speed of the connection when the limits are reached.
How does the shaping work?

Shaping

Optimized for Business ensures that Business critical applications receives the bulk of the capacity on the subscribed service. Realtime services are never shaped and non-realtime services if left unchecked can use all of the network capacity which results in slow and unstable Realtime services.
Realtime Services:
HTTP Browsing – Live Steaming – Secure Browsing – Skype – Terminal Services
Non-Realtime Services
HTTP Downloads – Torrents – News Servers(NNTP)
What are the minimum upload and download speeds?

Minimum Speeds

This is a best effort service and is subject to a contention ratio of 10:1 (Performer) and 1:1 (Professional)
The contention ratio is the maximum contention applied (worst case) to the service.
The internet speeds are on a best effort basis depending on the contention and location of the targeted server. 

*Terms and Conditions apply
* Prices are exclusive of VAT and is valid from 1 April to 30 June 2018

ADSL for Home

Do I need to sign a contract?

Signed ADSL Contracts

All Home ADSL services are month to month.
How can I pay my contract?

Payments

Customers accounts will be debited in advance on a monthly basis.
Does the service include a WiFi Router?

Wifi Router

If you do not have one already, then we can provide one at an additional cost.
Are there any limits on the Uncapped service?*

Limits

We limit the overall data usage on the Home packages to ensure that all users have a good experience. Should you reach the FUP we will be not cut you off, but we might limit the overall speed of the connection when the following limits are reached:
2Mbps Home – 160Gb
5Mbps Home – 320Gb
10Mbps Home – 600Gb
What are the minimum upload and download speeds?

Minimum Speeds

This is a best effort service and is subject to a contention ratio of 20:1
The contention ratio excludes the ratio applied by the Telkom exchange.
The contention ratio is the maximum contention applied (worst case) to the service.
The internet speeds are on a best effort basis depending on the contention and location of the targeted server.

*Terms and Conditions apply
* Prices are exclusive of VAT and is valid from 1 April to 30 June 2018

ADSL for Business

What do I need to get connected?

Getting Connected

  • ADSL enabled Telkom line
  • ADSL Router – we supply and courier
Can I upgrade/downgrade my service?

Upgrading/Downgrading 

Yes, this takes about 1 Business day to complete the request. (excludes Telkom portion)
How long is the contract

Contract Duration

12 months.
Does the service come with Static Public IP’s?

Static Public IP

Yes, we assign a single Static Public IP per connection. Additional IP’s are available on request.
Does the hardware belong to me once installed?

Hardware

The hardware remains the property of Interworks as we maintain and replace it at no additional cost in the event of a failure.
Are there any limits on the Uncapped service?*

Limits

We do not apply any FUP’s on the service, but we do have the right to manage the bandwidth in the event that it negatively affects other customers on the network.
How does the shaping work?

Shaping

Optimized for Business ensures that Business critical applications receives the bulk of the capacity on the subscribed service. Realtime services are never shaped and non-realtime services if left unchecked can use all of the network capacity which results in slow and unstable Realtime services.

Realtime Services:

HTTP Browsing – Live Steaming – Secure Browsing – Skype – Terminal Services

Non-Realtime Services:

HTTP Downloads – Torrents – News Servers(NNTP)

* Prices are exclusive of VAT and is valid from 1 July to 30 September 2018