We offer Customers assistance with their computer,
including general advice, troubleshooting to diagnose problems and
(where possible) advice and help to resolve those problems, by phone
and by remote access via a broadband connection.
Our services are designed for home computer users including
those who work from home, and small and medium businesses. We may be
available to consult other users, such as medium to large businesses
upon request.
In most cases we require you to be the holder of the
administration rights to your computer - i.e. if you use a work
computer, the service we are able to provide may be limited if you are
not the administrator for that computer.
We are sometimes required to provide you with hardware, software
or equipment supplied by a third party. In such cases, you agree to
comply with our requests so as to enable us to meet our obligations
with such third parties.
We will attempt to diagnose and fix your computer problem over the phone, either by simple phone assistance or using our remote access service. We cannot gain access to your computer remotely unless you have given us your permission to do so, you have a functioning broadband connection and you have downloaded software onto your computer to allow us to do so. When you download that software you agree to our Terms and any other terms and conditions relating to that software.
Our technician will use reasonable amounts of skill and care to resolve problems by phone and remotely, however we may not be able to correct all problems via this service due to circumstances beyond our control. In this event, we will discuss alternative methods to resolve the problem.
Our services will be provided during our service hours which
are set out on our website. Outside these hours, you may call, email or
otherwise notify us of your request for service and we will contact
you as a priority when service hours resume.
Extended hours services may be made available and may be subject to a surcharge.
We guarantee a response time of one business hour during our
service hours. The response time starts when your request for service
is received by us and logged into our system and is stopped when our
technician first attempts to contact you by phone at the phone number/s
you have provided. If the technician attempts but is unable to make
contact with you within this time then the guaranteed response time is
regarded as having been met. In the event that we are unable to
attempt to contact you within the Response time then our only liability
is to provide you with a credit of up to the value of 20 minutes
service time towards charges on the services provided to you in this
instance. This guarantee does not ensure that all necessary work will
be completed within one hour; only that we will attempt to make contact
with you within that time. This offer is limited to one per customer
and we may cancel this offer at any time.
You warrant to us that,
We will require you to do some things for us, prior to us providing services to you. This will enable us to service you better. Without this assistance we may not be able to provide you with our services.
If we are required to install software that you already own, we require you to provide the installation disks, along with the product key or licenses required.
Computers are complicated machines and although we take all
reasonable precautions, files can be lost simply by doing routine
work. You acknowledge and agree that it is your sole
responsibility to back up all software and data that is stored on your
computer's hard drive(s) and/or any other storage devices you have
before we provide any services to you (including Phone services).
If you are unable to backup your software and/or data for some
reason, we may be able to assist you by talking you through the backup
process at an additional cost.
If you choose not to back-up your data, either yourself or
through us, you do so at your own risk and agree that we will not be
responsible at any time for any loss, alteration or corruption of
software, data or files relating, either directly or indirectly from
the provision of our services.
We respect the privacy and confidentiality of your information and we will not disclose your confidential information without your prior written concent.
However, sometimes incidental access and/or copying of your information
may be unavoidable.
You agree that we may collect, use and disclose such information
(including personal information about you) in accordance with these
Terms, including:
Prior to commencement of the service our technician will
verbally provide you with a free, no obligation estimate of the
expected cost of the service. This estimate will be based on the
approximate expected time required to complete the service multiplied
by the applicable per minute rate. This is an estimate only and not an
accurate indication of the final fee. However, if the Technician, in
undertaking the service, identifies that it may take longer than
expected, (this is usually because we find that the problem is more
complex than it appeared to be) then we will advise you of this and
proceed only with your agreement to the additional cost.
Charges for the service are taken to have commenced from the
time our technician makes contact with you to diagnose the problem,
provided that unless you decide to proceed with the service following
diagnosis and estimate of costs, then we will not charge you.
All payments for services must be by made by credit card at the
time services are provided. The only exceptions to this, is services
which are redeemed as part of a subscription contract or where they are
purchased from a party other than Us (Third Party Services).
Where Third Party Services are provided, payment for services must be
made as agreed by you with the relevant entity, but these Terms will
still govern the relationship between us.
If we supply you with additional hardware and software you will be charged for such software or hardware.
Where you purchase products from us, risk and title in products
will pass upon full payment of the cost of the products.
If you are not satisfied with any services we have performed,
in the first instance please call or email us via the contact details
provided on our website.
In respect of our Phone Services, if we cannot fix or diagnose
your problem, we will not charge you for those services in respect of
that problem. In some cases, the solution may be that you need
to upgrade or replace your software or hardware. If we advise you
to do so and you choose not to upgrade or replace your software or
hardware, you acknowledge that we have met our commitment to you by
providing you with a solution to your problem, whether or not you
choose to implement that solution.
We warrant our Phone Services for 5 days. If you notify us of a
problem with the services you were provided within the stated time
period, and our diagnosis of the problem indicates that our services
were not performed satisfactorily, we will work to provide a solution
to your problem quickly at no additional cost to you (Service Guarantee).
The original Service Guarantee period applies to this second service,
that is, the Service Guarantee period does not start over again.
You acknowledge that computers are complicated and sometimes
problems are more deeply rooted or complicated than initially
diagnosed. You also acknowledge that the fact that a problem
occurs with your computer within the warranty period may be unrelated to
the work we performed for you and is therefore outside the scope of
our Service Guarantee.
In some instances the technician may, at his or her sole
discretion, determine that the solution provided does not warrant the
full fee for the case. Under these circumstances the technician will
discuss this with you and charge a lesser fee. When this occurs you
agree that the service is not covered by our Service Guarantee.
Much of the equipment, software and hardware that we provide
with our services are sold on behalf of a third party. When problems
occur with such equipment, the remedy may rest with the manufacturer or
licensor of such equipment, software or hardware.
You acknowledge that software and information technology and
communications products generally may have errors and encounter
unexpected problems. We will not guarantee uninterrupted or error free
operation of such products. You also acknowledge that your use of
software may be subject to a third party license.
It is our right to discontinue providing services in the following circumstances:
To the full extent permitted by law, we expressly exclude all
warranties, conditions, guarantees and representations (whether
express or implied) under statute, law, equity, trade custom, prior
dealings between you and us or otherwise in respect of goods and/or
services that may be provided by us to you under these Terms.
To the full extent permitted by law, our sole liability to you
is limited to the amount of the fees and charges paid by you to us, a
related entity or a third party under these Terms for the particular
service performed.
Some warranties and guarantees are implied by law, and cannot be
excluded by us, except to a limited extent. To the extent we can limit
such liability, we limit our liability to:
To the full extent permitted by law, under no circumstances
will we, any related entities or any third party provider engaged by us
be liable to you or any third party for any direct, indirect,
incidental, special or consequential damages, expenses, costs, profits,
lost savings or earnings, business interruption, loss of or damage to
goodwill, lost or corrupted data, or other liability arising out of,
or related to, the services or goods provided by us.
Nothing in this Agreement excludes or modifies any liability
either party may have to the other for fraud or deceit or for death or
personal injury caused by the negligence or the wilful misconduct of
either party.
These Terms will be governed by and construed in accordance with the laws of Queensland.