Acceptable Use Policy

1. General

  1. By contracting with Cape Town Digital for services, the Client agrees, without limitation or qualification, to be bound by this Policy and the terms and conditions it contains, as well as any other additional terms, conditions, rules or policies which are displayed to the Client in connection with the Services.
  2. The purpose of this AUP is to:
    1. ensure compliance with the relevant laws of the Republic;
    2. specify to Clients and users of Cape Town Digital’s service what activities and online behaviour are considered an unacceptable use of the service;
    3. protect the integrity of Cape Town Digital’s network; and
    4. specify the consequences that may flow from undertaking such prohibited activities.
  3. This document contains a number of legal obligations which the Client will be presumed to be familiar with. As such, Cape Town Digital encourages the Client to read this document thoroughly and direct any queries to aup@www.capetown.digital
  4. Cape Town Digital respects the rights of Cape Town Digital’s Clients and users of Cape Town Digital’s services to freedom of speech and expression, access to information, privacy, human dignity, religion, belief and opinion.

 

2. Unacceptable Use

  1. Cape Town Digital’s services may only be used for lawful purposes and activities. Cape Town Digital prohibits any use of its Services including the transmission, storage and distribution of any material or content using Cape Town Digital’s network that violates any law or regulation of the Republic. This includes, but is not limited to:
    1. Any violation of local and international laws prohibiting child pornography, obscenity, discrimination (including racial, gender or religious slurs) and hate speech, or speech designed to incite violence or hatred, or threats to cause bodily harm.
    2. Any activity designed to defame, abuse, stalk, harass or physically threaten any individual in the Republic or beyond its borders; including any attempt to link to, post, transmit or otherwise distribute any inappropriate or defamatory material.
    3. Any violation of Intellectual Property laws including materials protected by local and international copyright, trademarks and trade secrets.
    4. Any violation of another’s right to privacy, including any effort to collect personal data of third parties without their consent.
    5. Any fraudulent activity whatsoever, including dubious financial practices, such as pyramid schemes; the impersonation of another client without their consent; or any attempt to enter into a transaction with Cape Town Digital on behalf of another client without their consent.
    6. Any violation of the exchange control laws of the Republic.
    7. Any activity that results in the sale, transmission or distribution of pirated or illegal software.

 

3. Threats to Network Security

  1. Any activity which threatens the functioning, security and/or integrity of Cape Town Digital’s network is unacceptable. This includes:
    1. Any efforts to attempt to gain unlawful and unauthorised access to the network or circumvent any of the security measures established by Cape Town Digital for this goal.
    2. Any effort to use Cape Town Digital’s equipment to circumvent the user authentication or security of any host, network or account (“cracking” or “hacking”).
    3. Forging of any TCP/IP packet headers (spoofing) or any part of the headers of an email or a newsgroup posting.
    4. Any effort to breach or attempt to breach the security of another user or attempt to gain access to any other person’s computer, software, or data without the knowledge and consent of such person.
    5. Any activity which threatens to disrupt the service offered by Cape Town Digital through “denial of service attacks”; flooding of a network, or overloading a service or any unauthorised probes (“scanning” or “nuking”) of others’ networks.
    6. Any activity which in any way threatens the security of the network by knowingly posting, transmitting, linking to or otherwise distributing any information or software which contains a virus, trojan horse, worm, malware, botnet or other harmful, destructive or disruptive component.
    7. Any unauthorised monitoring of data or traffic on the network without Cape Town Digital’s explicit, written consent.
    8. Running services and applications with known vulnerabilities and weaknesses, e.g. insufficient anti-automation attacks, any traffic amplification attacks, including recursive DNS attacks, SMTP relay attacks.
    9. Failing to respond adequately to a denial of service attack (DOS / DDOS).

 

4. Definitions

  1. Throttling
Throttling limits the throughput of all services and protocols. Regardless of the line speed, a throttled account will only be able to achieve limited throughput in total whilst using that account on their line. The line itself is not affected, and using an unthrottled account will return line performance to normal. throttling is applied on an individual user basis, based on usage over a 30-day rolling window threshold. Throttling is applied only when demand on the network exceeds available network capacity, and is relieved when demand decreases.
  2. Shaping
Shaping is the implementation of protocol based priority, to manage demand on the network. When shaping is implemented, realtime, interactive services are given higher priority over non-realtime, non-interactive services, effectively slowing the performance of non-prioritised services in favour of those given priority. Shaping is applied to all users in general (not based on usage thresholds), and the impact to non-priority services is determined by the level of demand and available network capacity. Shaping is applied only when demand on the network exceeds available network capacity, and relieved when demand decreases.

 

5. Uncapped Monthly Thresholds, Throttling, Shaping and Bandwidth Priority

  1. Home Uncapped Packages have a threshold (based on a 30 day rolling window) after which speeds could be subject to shaping and throttling based on network demand.  Our aim is to apply as little (or no) shaping or throttling to our Uncapped accounts, where network resources allow.
  2. Home Uncapped Packages are subject to throttling only when a user has reached their monthly threshold. Throttling is only applied during peak demand periods, when required, to manage overall network demand. Users who have exceeded their threshold will experience unthrottled speeds during off-peak hours.
  3. Residential users will be able to access significant amounts of data, regardless of whether shaping or throttling is applied (as per 1 and 2).
  4. Monthly Thresholds:
    • 20 Mbps: 300GB
    • 50 Mbps: 500GB
    • 100 Mbps: 800GB
    • 200 Mbps: 1200GB
    • 1000 Mbps: 2000GB

 

6. Contention

  1. Network capacity and performance is subject to contention for services from users. This means that a significant rise in demand can affect the availability of bandwidth to users. Cape Town Digital manages contention through the implementation of Quality of Service, Shaping and Throttling (on applicable products). Contention is a function of demand from users and is not strictly within Cape Town Digital’s direct control, however Cape Town Digital will use the provisions of the AUP and Terms and Conditions to manage contention and minimise the impact to performance to offer the best possible experience at all times.

 

7. Spam and Unsolicited Bulk Mail

  1. Cape Town Digital regards all unsolicited bulk email (whether commercial in nature or not) as spam, with the following exceptions:
    1. Mail sent by one party to another where there is already a prior relationship between the two parties and the subject matter of the message(s) concerns that relationship;
    2. Mail sent by one party to another with the explicit consent of the receiving party.
    3. Clients should only receive bulk mail that they have requested and/or consented to receive and/or which they would expect to receive as a result of an existing relationship.
  2. Cape Town Digital will take swift and firm action against any user engaging in any of the following unacceptable practices:
    1. Sending unsolicited bulk mail for marketing or any other purposes (political, religious or commercial) to people who have not consented to receiving such mail.
    2. Using any part of Cape Town Digital’s infrastructure for the purpose of unsolicited bulk mail, whether sending, receiving, bouncing, or facilitating such mail.
    3. Operating or maintaining mailing lists without the express permission of all recipients listed. In particular, Cape Town Digital does not permit the sending of “opt-out” mail, where the recipient must opt out of receiving mail which they did not request. For all lists, the sender must maintain meaningful records of when and how each recipient requested mail. Cape Town Digital will also monitor Clients deemed to be operating “cleaning lists”, which is using illegally obtained email addresses but removing addresses as complaints arise. Should Cape Town Digital, at its discretion, believe that this is the case, it will be treated as SPAM.
    4. Failing to promptly remove from lists invalid or undeliverable addresses or addresses of unwilling recipients or a recipient who has indicated s/he wishes to be removed from such list, or failing to provide the recipient with a facility to opt-out.
    5. Using Cape Town Digital’s service to collect responses from unsolicited email sent from accounts on other Internet hosts or e-mail services that violate this AUP or the AUP of any other Internet service provider. Advertising any facility on Cape Town Digital’s infrastructure in unsolicited bulk mail (e.g. a website advertised in spam).
    6. Including Cape Town Digital’s name in the header or by listing an IP address that belongs to Cape Town Digital in any unsolicited email whether sent through Cape Town Digital’s network or not.

8. Users Outside of South Africa

  1. Where any user resides outside of the Republic, permanently or temporarily, such user will be subject to the laws of the country in which s/he is currently resident and which apply to the user. On presentation of a legal order to do so, or under obligation through an order for mutual foreign legal assistance, Cape Town Digital will assist foreign law enforcement agencies (LEAs) in the investigation and prosecution of a crime committed using Cape Town Digital’s resources, including the provisioning of all personal identifiable data.

 

9. Protection of Minors

  1. Cape Town Digital prohibits Clients from using Cape Town Digital’s service to harm or attempt to harm a minor, including, but not limited to, by hosting, possessing, disseminating, distributing or transmitting material that is unlawful, including child pornography and cyber bullying.
  2. Cape Town Digital prohibits Clients from using Cape Town Digital’s service to host sexually explicit or pornographic material of any nature.

 

10. Privacy and Confidentiality

  1. Cape Town Digital respects the privacy and confidentiality of Cape Town Digital’s Clients and users of Cape Town Digital’s service. Please review Cape Town Digital’s Privacy Policy which details how Cape Town Digital collects and uses personal information gathered in the course of operating its Services.

 

11. User Responsibilities

  1. Clients are responsible for any misuse of Cape Town Digital’s services that occurs through the Client’s account. It is the Client’s responsibility to ensure that unauthorised persons do not gain access to or misuse Cape Town Digital’s service.
  2. Cape Town Digital urges Clients not to reply to unsolicited mail or “spam”, not to click on any suggested links provided in the unsolicited mail. Doing so remains the sole responsibility of the Client and Cape Town Digital cannot be held liable for the Client being placed on any bulk mailing lists as a result.
  3. Where the Client has authorised a minor to use any of the Cape Town Digital’s services or access its websites, the Client accepts that as the parent/legal guardian of that minor, the Client is fully responsible for: the online conduct of such minor, controlling the minor’s access to and use of any services or websites, and the consequences of any misuse by the minor.

 

12. Complaints Procedure

  1. Complaints relating to the violation of this AUP should be submitted in writing to abuse@www.capetown.digital Complaints must be substantiated, and unambiguously state the nature of the problem, and its connection to Cape Town Digital’s network and services.

 

13. Action Following Breach of the AUP

  1. Upon receipt of a complaint, or having become aware of an incident, Cape Town Digital may, in its sole and reasonably-exercised discretion take any of the following steps:
    1. In the case of Clients, warn the Client, suspend the Client account and/or revoke or cancel the Client’s Service access privileges completely;
    2. In the case of an abuse emanating from a third party, inform the third party’s network administrator of the incident and request the network administrator or network owner to address the incident in terms of this AUP and/or the ISPA Code of Conduct (if applicable);
    3. In severe cases suspend access of the third party’s entire network until abuse can be prevented by appropriate means;
    4. In all cases, charge the offending parties for administrative costs as well as for machine and human time lost due to the incident;
    5. Assist other networks or website administrators in investigating credible suspicions of any activity listed in this AUP;
    6. Institute civil or criminal proceedings;
    7. Share information concerning the incident with other Internet access providers, or publish the information, and/or make available the users’ details to law enforcement agencies; and/or
    8. suspend or terminate the Service as provided for in the Agreement.
  2. This policy applies to and will be enforced for intended and unintended (e.g., viruses, worms, malicious code, or otherwise unknown causes) prohibited usage.

 

14. Reservation and Non-Waiver of Rights

  1. Cape Town Digital reserves the right to amend or alter this policy at any time, and without notice to the Client.
  2. Cape Town Digital reserves the right to take action against any individuals, companies or organisations that violate the AUP, or engage in any illegal or unlawful activity while accessing Cape Town Digital’s services, to the fullest extent of the law.
  3. Cape Town Digital reserves the right, at its sole discretion, to act against other types of abuse not listed in this document and to investigate or prevent illegal activities being committed over Cape Town Digital’s network.
  4. Cape Town Digital does not waive its right to enforcement of this AUP at any time, or prejudice its right to take subsequent action, should Cape Town Digital fail, neglect or elect not to enforce a breach of the AUP at any time.
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