Terms and Conditions
Zettabyte IMS’s Terms and Conditions
Zettabyte Media Group Pty Ltd, (referred to as “Zettabyte IMS”) provides mobile on-site computer maintenance, support and consulting services. (Referred to as “The Services”) The Services provided to the customer, are subject to the following terms and conditions. By confirming a Zettabyte IMS booking, the customer accepts these Terms and Conditions.
Appointments and Rates
Zettabyte IMS will attend the customer’s premises at the prearranged time. The Customer will pay for all Services provided, at the rates showed on the provided invoice.
Zettabyte IMS normal working hours are Monday through Friday, 08:00 to 17:00. Sometimes, subject to previous arrangements being made, we will provide The Services out of the normal working hours. These will include Saturday and or Sunday and a latest working time of 21:00. We will charge an overtime fee for these additional working hours. We will charge weeknights and Saturdays at one, and a half times the normal hourly rate. (And travel reimbursement.) We will charge Sundays at double the normal hourly rate. (And travel reimbursement.) The Zettabyte IMS engineer will remain at the customer’s premises for the entire time that the Zettabyte IMS technician is on site.
- Zettabyte IMS must be notified of any appointment cancellations, by no later than 2 hours, prior to the appointment.
- Zettabyte IMS reserves the right to invoice any customer when cancellation occurs, less than two hours prior to the appointment.
- If the Zettabyte IMS engineer offers a solution that the customer does not wish to use, the customer will be charged for the time spent on site up to this point.
- If the technician is prevented from resolving a problem because the customer does not possess the software drivers or product serial numbers, the customer will be charged for the time spent up to that point.
- If the technician diagnoses a fault with a customer’s Internet Service Provider, even when the ISP denies any fault, the customer will be charged the standard rates for the time spent on site.
The customer will pay Zettabyte IMS the amount invoiced by the Zettabyte IMS technician. This amount is due to Zettabyte IMS from the time the invoice is first given or sent to the customer. Zettabyte IMS will attend the Customer’s premises for the agreed period, by the customer, prior to or at the commencement of the appointment. Zettabyte IMS will endeavour to diagnose and or remedy the problem(s) described by the customer, at the commencement of the appointment. If the problems have not been remedied at the end of the first hour of Zettabyte IMS attendance, Zettabyte IMS will discuss with the customer the options available. The customer may ask Zettabyte IMS to continue working on the problem(s), or make a further appointment. The customer may end the appointment. On termination, the customer will pay Zettabyte IMS the amount incurred regarding additional time beyond the first hour’s attendance.
Payment is to be made in cash or Electronic Fund Transfer. (Provided the Zettabyte IMS technician is supplied with a printed copy of the completed transfer.) In the event of a default or non-payment, Zettabyte IMS will charge interest at 1.5 percent per month. The interest will be charged from the date of the invoice up to and including the date payment is made in full.
Zettabyte IMS accepts no liability regarding any problem(s) it cannot remedy because of any matter beyond its control. Including, but not limited to, the age, specification or condition of the customer’s hardware and or software. And a customer’s failure to provide software, drivers, product serial numbers or any fault with the customer’s ISP.
The customer hereby confirms that a full backup of the customer’s hard-drive has been made prior to Zettabyte IMS starting The Services. The customer further confirms that there is no legal restriction or impediment to Zettabyte IMS providing Services to the customer.
Zettabyte IMS shall, under no circumstances, be liable, either in contract, tort or otherwise for any damage or injury caused to the customer, its employees, agents or any third parties. Including, without limitation, any direct and or indirect or consequential damages, expenses, costs, profits, lost savings, earnings, interruption to business activity, lost or corrupted data or other liability arising out of or related to The Services provided by Zettabyte IMS or out of installation, de-installation, use of, or inability to use the customer’s computer equipment, hardware, software or peripherals. The customer will, upon demand, indemnify Zettabyte IMS regarding loss, damage or injury arising from the provision of The Services. Zettabyte IMS has no liability to the Customer for data loss or damage incurred in any circumstances.
Zettabyte IMS will maintain the confidentiality of the customer’s files and or data. Zettabyte IMS further undertakes not to provide any customer information to any third party, only if it is lawfully required to do so. Zettabyte IMS reserves the right to refuse the provision of The Services for any reason. Including, but not limited to, the presence of unlicensed or illegal software and or material of an obscene or pornographic nature on a customer’s computer. If, for such a reason, Zettabyte IMS terminates The Services, the customer shall be liable for any charges incurred in respect to the time spent on site by the Zettabyte IMS technician.
Goods provided by Zettabyte IMS
Zettabyte IMS may make recommendations to the customer, or the customer may request that a product be provided by Zettabyte IMS, in order for Zettabyte IMS to perform The Services. All expressed or implied warranties, descriptions, representatives and conditions as to the quality or compatibility in respect of The Services, any item of software, hardware or peripheral provided by Zettabyte IMS, are expressly excluded. Zettabyte IMS has no liability as to the suitability of the performance of The Services. Nor of any product manufactured, sold or supplied by a third party, whether that product has been recommended to the customer by Zettabyte IMS. Any hardware, software or equipment provided to the customer by Zettabyte IMS shall remain the property of Zettabyte IMS until full payment is received.
Return Visit and Complaints Policy
In the event of any dissatisfaction with The Service provided by Zettabyte IMS, the customer should immediately contact Zettabyte IMS on 083 700 2905. Zettabyte IMS will make an appointment for a return visit by the designated technician. The technician will endeavour to rectify the problem. If the cause of the dissatisfaction was due to a matter beyond the control of Zettabyte IMS, the Customer shall pay for the additional time incurred at Zettabyte IMS normal rates. If the problem arose directly as a result of Zettabyte IMS previous attendance no further charge shall be made.
Fair Use Policy in terms of our Unlimited Remote and Telephonic Support contracts
Although we are able to provide unlimited remote and telephonic support for each user at the Customer, there is a ‘fair use’ limit of 3 separate tickets per device, per calendar month for unrelated incidents. As an example, if we need to repair the same computer for an ongoing problem or a particular repair is expected to take a long time the support is unlimited (subject to all other conditions), but should a single computer suffer varied unrelated problems the support is limited to three single tickets within a month. This is because numerous unrelated problems on a device are symptomatic of hardware failure and Zettabyte IMS will make a recommendation to replace or repair subject to warranty terms.
Our Technicians are experienced in removing and dealing with Virus’, Malware and Spyware but given their very nature (and the varying causes of infection), we are unable to provide any extended warranty for on-site or offsite support. Our Technicians will typically perform all the necessary tests to diagnose and remove any infections as best as possible, causing as little disruption to you, your computer and your applications as possible but, given the repair options vary from “do nothing” to “wipe the computer”, the varying repairs can have equally varying results. Additionally, in some instances, Virus’ and Malware programmes are designed to cause as much havoc when removed as when in place, meaning the removal can often leave a computer in a more fragile state than when infected. In these instances, we will continue to provide any support as required but cannot be held responsible for damages caused as a result of any attempted repairs. All Customers should ensure they have a working, reliable backup of all their data and important information before requesting any support, resulting in potentially ‘aggressive’ repair solutions.
The following exclusions are not counted as ‘Instant Support’ and will be quoted and invoiced for separately
- Training sessions (planned groups or anything that requires over 10 minutes dedicated instruction in total);
- New hardware or 3rd party software installations (if a new server, workstation, software rollout or IT system is required a pre-approved quote will be required before any work carried out)
- Repeat faults as a direct result of end users ignoring recommendations provided by Zettabyte IMS;
- Faults with 3rd party software which Zettabyte IMS is not able or authorized to work with;
- General misuse by the Customer of the System, Hardware or Software;
- Any projects which fall outside of normal maintenance and support, each such project to be quoted and approved by the Customer separately
- For more information about our Terms & Conditions feel free to Contact Us
- Open from Monday To Friday
- 08h00 – 17h00
- On weekends we are available for remote desktop support on an Overtime rate of 1.5 x the normal hourly rate.