ISPA Training – March 2023

10 March 2023 – Johannesburg
09:00 – 15:00
256–On-Smith, 256 Smit St, Fairland, Randburg

Registrations closed

16 March 2023 – Cape Town
09:00 – 15:00
Cape Town Lodge, 101 Buitengracht Street, Cape Town (parking is available)

Register now

Programme

Times Stream 1 Stream 2
Session ISP Customer Support basics

(Target: support staff)

ICASA, Take-downs and LEA Requests (Target: Legal and compliance staff)
09:00 – 10:30 Common consumer complaints (Faith Ngoma, INX-ZA)
ISPA handles many escalated industry complaints from demanding customers. This session reviews the most common types of complaints and provides some pointers on how to approach each one. Covers: billing disputes, quality of service complaints, contract cancellations, installation delays, and domain name problems.
Law enforcement requests and take-down notices (Dominic Cull, Ellipsis)
ISPs frequently deal with requests for information from law enforcement agencies. This session advises on how to respond to these and other information requests as well as what data you need to keep and for how long. The ISPA take-down notice process and the registration and other requirements for the Films and Publications Board are also covered. Bring questions.
10:30 Tea break Tea break
11:00 – 12:30 SA Internet basics for support staff (Ant Brooks, ISPA )
This session sets out the basic structure of the Internet industry, and provides a crash course on domain names, IP addresses and ISP networks. Aimed at help desk staff who need a refresher on Internet basics to better handle the most common consumer complaints.
ICASA licensing and compliance: what do you need to be doing? (Rolf Blom, Ellipsis)
An overview of the different licences ICASA issues, how to apply for and renew them and a guide to the reporting and compliance requirements for each licence. What are my obligations when I buy or sell a licence or change the ownership structure of the licensee? What are the consequences of non-compliance? What is ISPA doing to lighten the compliance burden for its members?
12:30 Lunch Lunch
Session Cybersecurity basics (Target: any non-technical staff) Project Management basics (Target: any staff)
13:30 – 15:00 Introduction to cybersecurity (Craig Pederson, Cyber Crime & Forensic Investigator)
It is important for all of the staff working at an ISP to understand the basics of security awareness. This session covers the basic security practices every employee should know and some of the most common cybersecurity issues faced by consumers.
Project management for ISPs (Dave Gale)
Many ISPs provide project management services to clients as a necessity to ensure that the client’s whole IT solution is professionally installed, managed and operated. This session reviews some of the key skills required for staff overseeing the delivery of large client projects.