Help centre
Frequently askedquestions.
Everything from getting started and billing to security and SLAs. Search for a keyword, or browse by topic.
Getting started
6The basics of opening an account and getting your first services live.
What does Digitel Africa do?
We are a South African digital infrastructure provider offering business email, DNS, web hosting, a cloud and app platform, managed PostgreSQL, domain registration, SSL, and VPN, plus services like DevOps, monitoring, security, and software development. You can start with one product and expand as you grow, or talk to us via contact.
How do I create an account?
Sign up online in a few minutes with a business email address and your company details, then add the products you need from the dashboard. If you would prefer help choosing a plan, get in touch and we will scope it with you.
I am new to this. Which product should I start with?
Most businesses start with domain registration and business email, since those establish your identity, then add hosting, DNS, or databases as projects come online. Our documentation walks through each product, and pricing shows what fits your budget.
Can you migrate my existing email, domain, or website?
Is Digitel Africa a good fit for a small business?
Yes. Our products are built for African businesses of every size, from a sole trader who needs email and a domain to teams running production databases and cloud apps. You only pay for what you use, so you can scale up without switching providers.
Billing & plans
6How pricing, invoicing, and plan changes work.
How does pricing work?
Each product is priced independently so you only pay for what you use, and services are quoted based on scope. See current rates on the pricing page or contact us for a tailored quote.
What currency and payment methods do you accept?
We bill in South African Rand (ZAR) and accept common local payment methods including card and EFT. If you need alternative billing arrangements, reach out.
Are plans monthly or annual?
Most products bill monthly, and annual billing is available on many plans at a discount. You can see the options for each product on the pricing page.
Can I upgrade, downgrade, or cancel later?
Yes. You can change or cancel most plans from your dashboard, and upgrades take effect immediately while downgrades apply at the next cycle. For managed services with a contract term, check your agreement or contact us.
Do you offer a trial or free tier?
Availability varies by product, and current trial or entry-level options are listed on the pricing page. If you want to evaluate something specific before committing, talk to us and we can arrange it.
Can I get a VAT invoice?
Yes. Every charge produces a tax invoice you can download from your account, with your company and VAT details included. Update your billing information in the dashboard so invoices are issued correctly.
Products
6Details on our email, hosting, DNS, database, domain, SSL, and VPN products.
What is included with business email?
Business email gives you mailboxes on your own domain with spam and malware filtering, calendars, and standard IMAP, POP, and SMTP access. Setup steps and client configuration are in the docs, and plans are on the pricing page.
What does managed PostgreSQL include?
We run PostgreSQL for you with automated backups, patching, monitoring, and high-availability options, so your team can focus on the application instead of the database. Connection and configuration details are in the documentation.
Can I deploy applications on your cloud platform?
Yes. Our cloud and app platform lets you deploy and scale applications, connect them to managed databases, and wire up DNS and SSL from one place. See deployment guides in the docs.
Do you provide DNS hosting?
Yes. We offer managed authoritative DNS with a full record editor and API, and it integrates directly with your domains, hosting, and SSL. API and record reference is in the docs.
How do SSL certificates work with your services?
We provision and auto-renew SSL certificates for domains hosted with us, so your sites and apps stay on HTTPS without manual renewals. Certificate setup is documented in the docs.
Which domains can I register, including .africa and .co.za?
We register a wide range of domains including .co.za, .africa, and common global extensions, and manage renewals and transfers from your dashboard. Pricing per extension is on the pricing page.
Services
5How our DevOps, managed infrastructure, development, and consulting engagements work.
What services do you offer beyond products?
We provide DevOps, managed infrastructure, monitoring, software development, security, consulting, and training to complement our platform. Tell us what you need through contact and we will propose an engagement.
What does managed infrastructure cover?
Our team runs and maintains your infrastructure end to end, including provisioning, patching, backups, monitoring, and incident response against an agreed SLA. Scope and pricing are set per engagement, so contact us to discuss.
Can you build software or integrations for us?
Yes. Our software development team builds applications, APIs, and integrations, and can deploy them onto our cloud platform and managed databases. Reach out via contact to scope a project.
Do you offer consulting and training?
Yes. We provide architecture and security consulting and hands-on training for your team on DevOps, databases, and cloud practices. Enquire through contact.
How does your monitoring service work?
We set up monitoring and alerting across your infrastructure and applications, with dashboards and on-call response depending on your plan. Details are tailored to your environment, so get in touch.
Security & privacy
5How we protect your data and where it is stored.
Where is my data stored?
Are you POPIA compliant?
Yes. We handle personal information in line with South Africa's POPIA, and our practices for collection, processing, and retention are set out in our privacy policy. Contact us if you need a data processing agreement.
Is my data encrypted?
Yes. We encrypt data in transit with TLS and at rest for our managed products, and provision SSL for your own sites and apps. See our security page for specifics.
How do I report a security issue?
Report suspected vulnerabilities to our security team at [email protected], and see our disclosure guidance on the security page. We aim to acknowledge reports quickly.
Who owns my data, and can I export it?
You own your data, and you can export it or request deletion at any time. Our handling and retention terms are in the privacy policy.
Support & SLAs
5How to reach us and what response and uptime commitments to expect.
How do I get support?
Reach our team through the contact page or your dashboard, and search our documentation for setup and troubleshooting guides. Managed-service customers also get a direct escalation path.
What are your support hours?
We provide support during South African business hours as standard, with 24/7 coverage available on managed and higher-tier plans. Your specific coverage depends on your plan, listed on the pricing page.
Do you offer an uptime SLA?
Yes. Our production products carry an uptime SLA with service credits if we fall short, and managed engagements include agreed response and resolution targets. Ask via contact for the SLA that applies to your services.
How fast will you respond to a ticket?
Response times depend on severity and your plan, with critical incidents prioritised ahead of routine requests. Exact targets are defined in your service agreement, so contact us for details.
How will I know about outages or maintenance?
We publish incident and maintenance notices and notify affected customers directly, so you are kept informed during any disruption. For an active issue you can always reach us via contact.
Still have a question?
Our team answers real questions from real people — no bots, no runaround. Reach out and we'll point you in the right direction.