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Geek Hotline Terms and Conditions

This document sets out the Terms and Conditions upon which Seaview Enterprises Limited, trading as Geeks on Wheels, will provide you Services through the Geek Hotline.

Upon subscribing to a Geek Hotline Membership you agree to be bound by these Terms and Conditions.

1. DEFINITIONS

1.1 In these Terms and Conditions:

“Geek Hotline” means all products offered including Geek Hotline Home and Geek Hotline Business.

“Geek Hotline Home” means the product designed specifically for home and residential use.

“Geek Hotline Business” means the product designed specifically for business use, customers with a company name, customers with a trust name, or any other profit or non-profit organisation.

Member” means any person who has purchased a Geek Hotline subscription.

“Membership” means belonging to the Geek Hotline service for the specified Period.

“Period” means the specified length of time from the commencement date for the duration of the Membership.

“Remote Access Support” means one of our technical experts may, if necessary, remotely access your computer or device to assess a problem, either to fix it or provide advice on available options to fix it.

“Remotely Accessible Device” means your smartphone, tablet, or desktop/laptop computer. Note: Devices must be connected to a reliable broadband internet connection and not all devices are capable of being remotely accessed.

“Services” means computer assistance, maintenance and support provided over the phone and through Remote Access Support.

“we”, “us” or “our” means the company detailed above trading as Geeks on Wheels.

2. SERVICES

2.1 The Geek Hotline is a Period subscription service that provides computer and technology assistance over the phone with Remote Access Support where we deem it is required.

2.2 You can call the Geek Hotline as often as you like, as long as you are acting within our Fair Use Policy outlined in Section 7.

2.3 You will be able to access the Geek Hotline Services and talk to a phone-based technician between the hours of 8am – 8pm Monday to Friday, and between 9am – 12pm Saturdays.

2.4 The Geek Hotline Services are not available on Sundays or statutory public holidays.

2.5 At the commencement of a phone call to the Geek Hotline we will endeavour to diagnose the problem described by you, however we cannot guarantee our diagnosis will necessarily be accurate.

2.6 Scope of Services offered by the Geek Hotline include:

  • Advice with a range of technology devices including Windows PCs, Apple Macs, tablets, smart phones, smart TVs, routers, printers
  • Assist with error messages
  • Schedule tasks
  • Attempt to locate lost files
  • Update, extend or renew software including anti-virus software
  • Diagnose reasons for a computer running slowly, and if possible provide a fix
  • Update or fix settings
  • Repair corruptions
  • Device set up
  • Set up parental controls
  • Set up security
  • Set up emails / fix email problems
  • Install software
  • Malware / virus assessment and basic removal where possible
  • New computer purchasing advice and guidance
  • Preventative maintenance
  • Basic technology tutorials

2.7 To enable us to undertake the Services:

(a) you must provide us with all information, assistance, and co-operation that we may reasonably require to undertake the Services;

(b) you must be present over the phone while we provide the Services;

(c) our Services are provided in the English language and within New Zealand only.

2.8 With the purchase of the Geek Hotline Membership you are entitled to one remote computer health check over the phone per annum. This involves:

1) Checking system specifications

2) Identifying any upgrades or issues

3) Check and update anti-virus software

4) Check your backup is working correctly

5) Check the Internet speed is as fast as it should be

6) Ensure emails are functioning correctly and mailboxes optimised

7) Optimise system startup

2.9 We will use all reasonable endeavours to achieve your objectives by providing our Services but we do not guarantee, express or implied the objectives of the call will be achieved and we will not be liable for any failure to meet the objectives.

2.10 We will always attempt to answer your call as quickly as possible, however upon exceptional circumstances of heavy demand, we may have to take your details and call you back which we will make at least one attempt to do within the same day.

3. GEEK HOTLINE HOME EXCLUSIONS

3.1 The Geek Hotline Home Services are available to home and residential customers only.

3.2 Use of one Geek Hotline Home Membership is limited to that single household, and for the Member’s computers and peripheral devices only as recorded on our system. It cannot be used for friend’s devices or within the workplace.

3.3 The Geek Hotline Home Services are not offered to customers with a company name, a trust name, use within a business, or any other profit or non-profit organisation.

3.4 Please note the Geek Hotline Home Services may be unable to assist with:

  • Internet issues or ISP problems
  • Faulty hardware
  • Network troubleshooting or servers
  • Linux, pre Windows XP, pre Mac OSX operating systems
  • Complicated malware removal
  • Reset passwords if forgotten
  • Installation of hardware
  • Data recovery
  • Hosting, reselling of domain names, and web design
  • Database configuration or maintenance
  • Programming
  • VoIP / IP based PBX services
  • Security (Alarm) systems / CCTV
  • POS software

3.5 Memberships are non-transferable, cannot be sold or assigned to any other person, and are non-refundable.

4. GEEK HOTLINE BUSINESS EXCLUSIONS

4.1 The Geek Hotline Business Services are available to customers with a company name, a trust name, use within a business, or any other profit or non-profit organisation.

4.2 Use of one Geek Hotline Business Membership is limited to that licenced business site, and for the number of computers and peripheral devices as paid for in the additional per device fee. It cannot be used for friend’s devices or at home.

4.3 Please note the Geek Hotline Business Services may be unable to assist with:

  • Internet issues or ISP problems
  • Faulty hardware
  • Network troubleshooting or servers
  • Linux, pre Windows XP, pre Mac OSX operating systems
  • Complicated malware removal
  • Reset passwords if forgotten
  • Installation of hardware
  • Data recovery
  • Hosting, reselling of domain names, and web design
  • Database configuration or maintenance
  • Programming
  • VoIP / IP based PBX services
  • Security (Alarm) systems / CCTV
  • POS software

4.4 Memberships are non-transferable, cannot be sold or assigned to any other person, business or organisation, and are non-refundable.

5. REMOTE ACCESS SUPPORT

Where it is appropriate to use Remote Access Support, you agree that our technical experts are entitled to access your equipment remotely to provide you with the Services. Remote Access Support is only available in relation to a Remotely Accessible Device. Remote Access Support will be used only where we deem it suitable for your specific Remotely Accessible Device issue. Where we deem appropriate, you agree that our technical expert is entitled to access your Remotely Accessible Device and provide you with the Remote Access Support. All component parts of your Remotely Accessible Device must be fully working and fully assembled. Furthermore, your Remotely Accessible Device must have access and a sustained connection to the internet in order to avail yourself of the Remote Access Support. Depending on your internet connection, speed, and plan we may not be able to provide remote access support over dial-up, rural broadband or mobile internet connections.

6. CONFIDENTIALITY AND PRIVACY

6.1 All calls are recorded. We will keep a record of all contact and communication including details of your devices and equipment. We will keep a record of your passwords unless you request otherwise.

6.2 We will maintain as secret and confidential all information we obtain from you in providing the Services and will not use that information for any reason other than as necessary for providing the Services. This obligation will not apply to information that is in the public domain or that is known to us or obtained by us without breaching any obligation to you or that we are required to disclose by law.

6.3 You authorise us to collect, retain, use and provide to our staff and agents any personal information about you for the purposes of meeting our obligations to you, marketing, and enforcing our rights against you.

6.4 We reserve the right to limit the length of a call, particularly once we have provided all the help that we are able to over the phone.

7. FAIR USE POLICY

7.1 All Members of the Geek Hotline are subject to this Fair Use Policy.

7.2 Your usage of the Geek Hotline Services must be fair, reasonable, and not deemed excessive by us with reference to average and/or estimated typical customer usage of the Geek Hotline Services.

7.3 If, in our reasonable opinion, we think your usage of the Geek Hotline is unfair, we may refuse or limit your access to the Services. We consider excessive use to be a continuing and unreasonably disproportionate use of the service when compared to other users.

7.4 To ensure we do not unreasonably restrict our customers, these steps will be followed if we consider an account to be showing excessive use:

Month 1: Geeks on Wheels may contact individual Members identified as having excessive usage compared with the average usage of all Geek Hotline Members, to discuss their usage needs. Where a peak in usage occurs but is not expected to continue, no alternative arrangements are necessary.
Month 2: If the excessive usage continues in a second month, a second contact may be made to discuss an alternative plan.
Month 3: If the excessive usage continues into the third month, the customer may be informed that their access to the Geek Hotline Services will be limited, or refused access altogether.

7.5 If your access to the Geek Hotline Services are limited, or refused altogether under clause 6.4, your Membership is non-refundable.

8. WARRANTY

8.1 We warrant that we will always use reasonable skill and care in undertaking the Services.

8.2 All statements, technical information and recommendations made by a manufacturer and / or us about the Services are believed to be reliable, but do not constitute a guarantee or warranty express or implied by us to you.

8.3 You warrant that you are authorised to access the use of the computer or devices, software, information or other material made available by you and it will not breach any third party rights.

9. LIMITATION OF LIABILITY

9.1 While our phone based technical experts will strive to keep their diagnosis as accurate as possible, there may be a requirement for an on-site technician visit. Under these cicumstances, additional cost may apply at the standard Geeks on Wheels service rates.

9.2 It is your responsibility to have a reliable back up of your data.

9.3 In no event will we be liable to you for:

(a) loss of profits or savings, loss of goodwill or opportunity, loss or corruption of data, or wasted staff time; or

(b) loss, damage, cost or expense of any kind whatsoever which is indirect, consequential, or of a special nature, arising directly or indirectly from any Services supplied by us to you, even if we had been advised of the possibility of such loss, damage, cost or expense.

9.4 We are not responsible for any losses you may suffer arising from your use of (or failure to use) any anti-virus software.

 

These Terms and Conditions are subject to change at any time and without notice. For further information regarding the Geek Hotline service, please refer to our website at: www.geekhotline.co.nz.