Geeks on Wheels: Geek Helpline | Terms and Conditions

REMOTE SUPPORT AND GEEK HELPLINE (FORMERLY KNOWN AS GEEK HOTLINE) TERMS AND CONDITIONS

Geek Helpline 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 Helpline.

Upon using the FREE Online Chat and/or Per Call Phone Support Service or the historical Geek Hotline Subscription Membership you agree to be bound by these Terms and Conditions.

DEFINITIONS

1.1 In these Terms and Conditions:

“Geek Helpline” means all products and services offered including the FREE Online Chat, Per Call Phone Support Service or the historical Geek Hotline Subscription service.

“Geek Hotline Subscription” means the historical Geek Hotline Home Subscription and Geek Hotline Business Subscription.

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

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

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

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

“Online Chat” means computer and technology assistance via any Online Instant Messaging (IM) Chat Application that Seaview Enterprises Limited has chosen to utilise for this service.

“Per Call Phone Support Service ” refers to the break / fix Per Call Phone Support Service paid for on a per-call basis

“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 and (where necessary) via a visit from one of our technicians.

“Session” means a period of interaction with our services through online chat, phone and/or remote access.

“User” means any person who uses any Geek Helpline Service.

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

“your“, “you” means the User or Member and includes a duly authorised representative of the User or Member.

SERVICES

2.1 The FREE Online Chat service is a service that provides computer and technology assistance via an Online Instant Messaging (IM) Online Chat Application. The Free Online Chat service is designed to act as a first-tier help and advice service for basic issues with your technology.

2.2 The Per Call Phone Support Service is a service that provides computer and technology assistance over the phone and/or with Remote Access Support where we deem it is required. The Per Call Phone Support Service is an escalated level of support beyond that provided by the Free Online Chat service.

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

2.4 You can utilize any of the Geek Helpline services as often as you like, as long as you are acting within our Fair Use Policy outlined in Section 8.

2.5 You will be able to access the Geek Helpline Services between the hours of 8 am – 6 pm Monday to Friday and between 9 am – 12 pm Saturdays. The Geek Helpline Services are not available on Sundays or statutory public holidays.

2.6 At the commencement of a Geek Helpline session we will endeavour to diagnose the problem described by you, however, we cannot guarantee our diagnosis will necessarily be accurate.

2.7 Scope of Services offered by the FREE Online Chat Service are designed to offer help and advice for basic issues with your technology and include:

Issues with the internet: Primarily relating to webpages not being available or issues logging in to certain pages. We can also help with Web browser settings and basic assistance with Windows/Mac networking settings.
Issues with the computer shutting down: Advice on a machine that may be experiencing a “Boot Loop” or continuously shutting down, Helpline staff would check, using a software application, if there are obvious hardware or software issues and attempt to rectify them.
Printer connection issues: Depending on the type of printer (Wireless or Wired), Helpline staff would aim to assist the customer in configuring Wi-Fi, Scanning and email settings on the printer or using the software designed for the printer.
Issues with a Microsoft Office Product: Diagnose, update or reinstall faulty Microsoft Office products as well as provide guidance on issues with the software.
Issues with emails: Diagnose email failures, interpret failure messages and provide insight for the customer as well as remove/re-add email addresses and fix issues with signatures or mail rules

2.8 Should we not be able to diagnose and/or resolve the matters via the Free Online Chat Service, we may, with your agreement, provide Per Call Phone Support Service (including Remote Access Support where we deem it is required but only with your permission) at a fee of $85.00 (inclusive of GST) per each use. The Scope of Services offered by the Per Call Phone Support Service (and excluded by the Free Online Chat Service) are designed to offer help for break / fix problems with your technology and include:

Assist with error messages
Set up emails / fix email problems
Troubleshooting currently connected Printer / Scanners
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
Set up security
Install software
Malware/virus assessment and basic removal where possible
Advice regarding scamming concerns
Advice with a range of technology devices including Windows PCs, Apple Macs, tablets, smartphones, smart TVs, routers, printers, scanners
Assist with error messages
Set up emails / fix email problems
Troubleshooting currently connected Printer / Scanners
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
The device set up (including printers and scanners)
Set up parental controls
Set up security
Install software
Malware/virus assessment and basic removal where possible
Advice regarding scamming concerns
New computer purchasing advice and guidance
Preventative maintenance
Basic technology tutorials

2.9 Scope of Services offered by the historical Geek Hotline Subscription service include:

Assist with error messages
Set up emails / fix email problems
Troubleshooting currently connected Printer / Scanners
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
Set up security
Install software
Malware/virus assessment and basic removal where possible
Advice regarding scamming concerns
Advice with a range of technology devices including Windows PCs, Apple Macs, tablets, smartphones, smart TVs, routers, printers, scanners
Assist with error messages
Set up emails / fix email problems
Troubleshooting currently connected Printer / Scanners
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
The device set up (including printers and scanners)
Set up parental controls
Set up security
Install software
Malware/virus assessment and basic removal where possible
Advice regarding scamming concerns
New computer purchasing advice and guidance
Preventative maintenance
Basic technology tutorials

2.10 To enable us to undertake the Services:

you must provide us with all information, assistance, and co-operation that we may reasonably require to undertake the Services;
you must be present over the phone while we provide the Services;
our Services are provided in the English language and within New Zealand only.

2.11 With the purchase of a Membership you are entitled to one complimentary remote computer health check over the phone per annum. This involves:

Checking system specifications
Identifying any upgrades or issues
Checking and updating anti-virus software
Checking your backup is working correctly
Checking the Internet speed is as fast as it should be
Ensuring emails are functioning correctly and mailboxes optimised
Optimising system startup

2.12 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.

2.13 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.

FREE ONLINE CHAT AND / OR PER CALL PHONE SUPPORT SERVICE EXCLUSIONS

3.1 Please note the FREE Online Chat and/or Per Call Phone Support Service may be unable to assist with:

Internet issues or ISP problems
Faulty hardware
Network setup or servers
Linux, pre-Windows XP, pre-Mac 10.11 or earlier OSX operating systems
Complicated malware removal
Reset passwords if forgotten
Installation of hardware
Data recovery
Device Setup (including printers/scanners)
Parental Controls
Preventative Maintenance
Hosting, reselling of domain names, and web design
Database configuration or maintenance
Programming
VoIP / IP based PBX services
Security (Alarm) systems / CCTV
POS or bespoke software support

HISTORICAL GEEK HOTLINE SUBSCRIPTION HOME SERVICES AND EXCLUSIONS

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

4.2 Use of one Geek Hotline Subscription 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.

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

4.4 Please note the Geek Hotline Subscription 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 10.11 or earlier OSX operating systems
Complicated malware removal
Reset passwords if forgotten
Installation of hardware
Data recovery
Device Setup (including printers/scanners)
Parental Controls
Hosting, reselling of domain names, and web design
Database configuration or maintenance
Programming
VoIP / IP based PBX services
Security (Alarm) systems / CCTV
POS or bespoke software support

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

HISTORICAL GEEK HOTLINE SUBSCRIPTION BUSINESS SERVICES AND EXCLUSIONS

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

5.2 Use of one Geek Hotline Subscription Business Membership is limited to that licensed 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.

5.3 Please note the Geek Hotline Subscription 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 10.11 or earlier OSX operating systems
Complicated malware removal
Reset passwords if forgotten
Installation of hardware
Data recovery
Bespoke software support
Hosting, reselling of domain names, and web design
Database configuration or maintenance
Programming
VoIP / IP based PBX services
Security (Alarm) systems / CCTV
POS software

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

REMOTE ACCESS SUPPORT – NOTE: Does not apply to Free Chat Service

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.

CONFIDENTIALITY AND PRIVACY

7.1 All calls are recorded. We will keep a record of all contact and communication including details of your devices and equipment. Your data security and privacy are paramount and very important to us. With your express consent, we will keep a record of your passwords unless and until you request otherwise. In addition to the limitation and exclusion of liability provisions contained within clause 10 of these Terms and Conditions, you expressly acknowledge and agree that we have no responsibility or liability arising out of the use of any password or passwords provided by you, or for any loss or corruption of data, software or hardware that may arise out of the Services.

7.2 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.

7.3 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.

FAIR USE POLICY

8.1 All Users of the Geek Helpline Services are subject to this Fair Use Policy.

8.2 Your usage of the Geek Helpline Services must be fair, reasonable, and not excessive as reasonably determined by us with reference to average and/or estimated typical customer usage of the Geek Helpline Services. You must not use the Services for unlawful, fraudulent, or otherwise illegal activity. We reserve the right to restrict the length of time we spend with a Member / User on any particular call having regard to the nature of the issue the Member / User is calling about, the current volumes of calls at the time and the number of calls that Member / User has made within the current week. You acknowledge and agree that except in exceptional circumstances, a Per Call Phone Support Service session shall not exceed 40 minutes and a single Online Chat session or Geek Hotline Subscription session shall not exceed 20 minutes

8.3 If, in our reasonable opinion, we think your usage of the Geek Helpline is excessive or otherwise 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.

8.4 We may require that the following steps be followed if we consider a Geek Helpline Subscription account to be showing excessive use:

Month 1: We may contact individual Members identified as having excessive usage compared with the average typical usage of all Geek Hotline Subscription Members, to discuss their usage needs. Where the Member has a Geek Hotline Subscription Home Membership, the comparison shall be made with reference to other Geek Hotline Subscription Home Members. Where the Member has a Geek Hotline Subscription Business Membership, the comparison shall be made with reference to other Geek Hotline Subscription Business Members. 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, we will discuss an alternative plan and may require you to enter into a replacement contract setting out different charges.
Month 3: If the excessive usage continues into the third month, the Member may be informed that their access to the Geek Hotline Subscription Services will be limited, suspended or terminated access altogether.

8.5 If we feel that your usage is so excessive that other Members are detrimentally affected, then we may also limit, suspend or terminate your access.

8.6 If your access to the Geek Hotline Subscription Services is limited, suspended or terminated altogether under clause 7.4 and/or clause 7.5, your Membership is non-refundable.

WARRANTY

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

9.2 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.

9.3 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.

LIMITATION OF LIABILITY

10.1 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 circumstances, additional cost may apply at the standard Geeks on Wheels service rates.

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

10.3 In no event will we be liable to you, other than the extent permitted by law, 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.

10.4 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.