Tech Services Terms & Conditions

The following terms and conditions apply to our residential broadband customers who subscribe or book our "Set Up Solutions", "Support On Demand" or "Rapid Response" services. These terms and conditions apply in conjunction with our consumer terms and conditions, Fibre broadband and/or Wireless broadband terms and conditions. These terms and conditions will prevail to the extent that they are inconsistent with our consumer terms and conditions, Fibre broadband and/or Wireless broadband terms and conditions. 

1) General terms and conditions

1.A) These services are accessible to Amplio residential broadband customers to help with: 

1.A.1) Home networking: Set-up, optimisation, security and performance. 

1.A.2) Equipment assistance: Pc/notebook, Apple Mac/Notebook, tablet/smartphone, gaming console, smart television,printer/scanner, modem/router, external storage and media devices.  

1.A.3) Application and software assistance: Apps, games, operating systems (Windows, Android & macOS), standard email and  browser or word processors. 

1.A.4) Online accounts: Email accounts, cloud storage and streaming services.

1.B) Our services are not an appropriate substitute for IT assistance and maintenance for businesses or corporations. Our services are only accessible to  Amplio residential broadband customers who require domestic technical assistance. We will not supply our services for commercial or business purposes, including but not limited to using our services in order to make a profit.

1.C) In order to provide you with any of our tech services, we require entry and access to your property. You agree to allow us entry and access to your property in order to complete the work that you have applied for. You or a representative must be over 18 years of age. You agree to ensure that you or a representative is present at the premises at the booked appointment time and for the entire time the service(s) are being supplied. 

1.D) In the circumstance that you wish to cancel or reschedule your appointment for any of our tech services, we require a minimum of 24 hours notice. If Amplio is not notified of your cancelation or your wish to reschedule with a minimum of 24 hours notice, we reserve the right to charge you a cancellation fee. 

1.E) When accessing our services, you agree to follow our reasonable advice regarding any security instructions. This could include guidance on installing or operating software or when to restart a device in regards to troubleshooting.

1.F) In the circumstance that your equipment holds data or software, you agree that before Amplio performs any type of service, that you are entirely responsible for preserving, protecting and backing up any data contained within your equipment, including any external hard drives or disks. You agree that we are not accountable or liable for the corruption, deletion or loss of any of your data. 

2) Our responsibility to you

2.A) Amplio will do our best to supply our services within a timely, efficient and professional manner. However, please note that estimated time-lines for the completion of our services are approximate. Delays could potentially occur as a consequence of situations that are outside of our jurisdiction. 

2.B) Amplio will supply services to the best of our expertise. We may not be able to provide guidance for all concerns or restore or resolve all issues that you request but, in the circumstance that we are unable provide guidance for your concerns or resolve a issue that we confirmee was specifically included in the range of a particular service that you have booked, we will refund all relevant fees paid by you to us. Please note that this does not apply to our Support On Demand subscription, which is not supplied in connection to a particular matter but as an extensive ongoing service. Amplio may not be able to provide any applications for support or assistance that are outside our agreed range of services, in this circumstance no refund will be given. 

2.C) We will not be responsible to you: 

2.C.1) For any permanent failures in or generated by any third-party operating systems, applications, software and/or products, unless these operating systems, applications, software or products are supplied by us. 

2.C.2) For the restoration or replacement of any of your equipment that is defective (as fairly diagnosed by Amplio throughout the supplying of our services to you), unless it was categorically agreed upon in writing that such restoration services would be included as part of the services supplied to you.

2.C.3) For the corruption, deletion or loss or any data or materials 

2.C.4) For any destruction or harm resulting from your failure to follow our reasonable actions, guidelines, instructions or  recommendations. 

2.C.5) For any loss or damage resulting from your use of (of failure to use or implement) any anti-virus software. 

3) Indemnification

3.A) You agree to indemnify Amplio ( including our representatives, affiliates and their agents, employees and officers) against and from all and any actions, costs, claims, causes of action, damages, demands, encumbrances, judgements, liabilities, losses, obligations, security interests, settlements, suits and other expenses (including but not limited to: the cost of legal fees and defense settlement costs), of any variety or sort, including but not limited to the destruction or damage of property, injury, illness (including death) to any person or people which are forced against, imposed upon, incurred or suffered by Amplio by reason of or as a result from: 

3.A.1) Your breach of this agreement. 

3.A.2) Your verified or supposed  infringement of any copyright, contract right, patent, trademark, trade secrets or agreement right of any other person. 

3.A.3) Your verified or supposed omission to pay sums due to Amplio ir third parties. 

3.A.4) Your verified or supposed omission to follow relevant regulations, ordinances or laws. 

4) Warranties 

4.A) Amplio warrants that we will use the appropriate care and skill in supplying our services to you. You knowingly acknowledge and agree that the use of our services is at your sole risk. The service is supplied on an "just as" and "as accessible" basis. 

4.B) Excluding as otherwise provided for in the Fair Trading Act and the Consumer Guarantees Act 1993, your sole resolution in regards to the infringement of any warranty under these terms and conditions or law, in regards to any: 

4.B.1) Service will be for Amplio to redo the required services to the preferred standard. 

4.B.2)Amplio has no requirement to supply, customise or install any other service associated with products replaced or restored due to an infringement of any warranty. 

4.B.3) You accept that if the services are supplied for commercial or business purposes that the guarantees provided in the Consumer Guarantees Act 1993 do not apply. 

4.C) Amplio explicitly rejects all warranties, of any sort, whether indicated or suggested, including but not limited to the suggested warranties of merchantability, appropriateness for a certain use and non-infringement.

4.D) Amplio makes no warranty that our services will be timely, uninterrupted, faultless, secure or meet your requirements. We make no warranty that the results that may be acquired from the use of our services or as to the correctness or reliability of any advice obtained through our services.

4.E) You acknowledge and accept that any data and/or materials acquired or downloaded via the use of our services is done at your own risk and discretion, that you will be solely accountable for any damage or loss of data that is an outcome of the data or material.

4.F) No information or guidance, whether verbal or in writing acquired by you from Amplio or via the service shall generate any warranty not explicitly stated herein. Some authorities do not permit the removal of particular warranties, therefore some of the above exclusions may not be relevant to you. 

4.G) You are responsible for securing and backing up all data on all of your equipment. Amplio will not be held liable for the loss or damage of any of your materials or data. 

4.H) You recognize and agree that you are permitted to organize the services and in Amplio supplying the service that our access to your property, use of any equipment, including but not limited to computers, devices, software, applications, technology or other material made accessible by you will not infringe on any third party rights. 

5) Limitation of liability

5.A) Amplio will not be liable for any consequential, incidental, special, indirect or direct damages occurring from the use or the inability to use our services, the cost of the acquisition of replacement services or products, or occurring from any services or products acquired  or messages received or transactions entered into via the services or occurring from the unauthorized use to or changes of your transmissions or materials or data, including but not limited to, loss of data, use, profits or other intangibles, even if Amplio has been advised of the possibility of such damages. 

5.B) It is your responsibility to back-up data or software that is contained in your equipment, including but not limited to external storage devices, computers, and/or any other devices that you own. Amplio will not be responsible at any point in time for any alteration, corruption or loss of any data, files, software or materials. Amplio will not be liable in any way for the damages resulting from any part, equipment, software or other products supplied by us. Amplio's maximum liability to you under these terms and conditions will be limited to the amounts paid by you to Amplio under this agreement during the three months prior to the time the cause of action occurred.

6) Modifications to our service terms, conditions and services. 

6.A) Amplio may alter our service terms from time to time. If such alterations occur, we will inform you by updating the alterations on the website from where you purchased the service. Amplio reserves the right to alter or withdraw the service without notice to you. We will not be liable to you or any third-party if we choose to alter or withdraw any services. Your use of the service constitutes acceptance by you to be obligated to follow these terms, conditions and alterations to them. 

7) Privacy Policy

7.A) We respect your privacy. For more information about our privacy practices please refer to our Privacy Policy. 

8) Payment

8.A) Unless otherwise stated in writing, all charges and fees are non-refundable. Amplio may alter or update the charges and fees or add new charges or fees by supplying you with a notification in advance.

9) Set Up Solutions Scope of service

9.A) Our Set Up Solutions service includes: 

9.A.1) Delivering your network equipment (such as your modem) 

9.A.2) Setting up and carrying out an assessment of your Wi-Fi network. 

9.A.3) Connecting your devices 

9.A.4) Setting up any streaming services 

9.A.5) Disposal of packaging 

9.B) Amplio Set Up Solutions service does not include the installation and configuration of enterprise-level hardware. Our Service does not support the set up of overseas streaming services and hardware. 

 9.C) This service is not available for commercial customers or corporate businesses. It is intended for residential purposes only. 

 9.D) Devices, network equipment and streaming products are not included in the service price. 

 9.E) Amplio Set Up Solutions service comes at a one-off fee of $99.00 which will be added to your Amplio monthly broadband account.

 9.F) The service covers up to 2 hours of time supporting the setup of broadband, landline, wifi, devices and streaming services. Extra time will be charged at a minimum of one hour, starting at $65.00 per hour. 

 9.G) Additional services are available upon request and may be subject to extra charges.

9.H) It is your responsibility to back-up any data or materials prior to Amplio supplying our services to you or interacting with any of your equipment. It is your responsibility to remove any external drives or any other media from equipment prior to Amplio supplying our services to you or interacting with your equipment. 

9.I) You agree and acknowledge that whether or not you request any back-up services from Amplio and/or our third-party suppliers, neither Amplio or our third-party suppliers will be liable or responsible for any alteration, corruption, disclosure or loss of any data, materials, software or any other media. 

10) Support On Demand subscription scope of service

10.A) If you choose to purchase our Support On Demand service you can access assistance via phone call, email, chat or face to face assistance. You will be able to access this service between the hours of 9.00am and 5.00pm, 7 days a week. This service is not available on statutory New Zealand public holidays. 

10.B) Support On Demand services include: 

10.B.1) Set up solutions: 

Broadband & landline set up

Wi-Fi & network configuration

Device connection & streaming set up

A new phone or tablet set up

App & photo transfer from previous device(s)

A new PC or laptop set up

Secure data transfer 

Account and email activation or creation 

Software & OS system installation

10.B.2) System checks & updates for: 

Operating systems: Windows, Android & macOS

Apps on your phone

Games on your console

Your browser or word processors

10.B.3) Troubleshooting by performing: 

Hardware checks 

Running diagnostic tests 

Establishing a probable cause

Creating an action plan and solution

10.B.4) Providing ongoing technical support by assisting you with: 

Learning how to operate a device, laptop or PC 

Learning how to use apps or programs 

Answering any how-to questions you may have 

Professional advice and recommendations

10.C) Amplio Support On Demand service does not include the setting up, maintaining and troubleshooting of enterprise-level hardware. Our Service does not support the setting up, maintaining and troubleshooting of overseas streaming services and hardware. 

 10.D) This service is not available for commercial customers or corporate businesses. It is intended for private residential purposes only. 

 10.E) Devices, network equipment and streaming products are not included in the service price.

10.F) Upon first contact with you, we will endeavour to diagnose the issue presented by you. However we can not guarantee that our diagnosis will be precise or correct.

10.G) If you require face to face assistance an appointment may need to be booked and the services supplied at a later date. This will depend on our technician's work load for the day and the time that you call us.

10.H) By subscribing to our Support On Demand services, you knowingly agree to enter into a 12-month term contract which you can choose to renew or terminate every 12 months. All Support On Demand subscription customers (both in and out of a 12 month contract) are required to give a minimum of 30 days notice. If you choose to cancel your Support On Demand subscription before the end of your 12-month term contract, an early termination fee of $160 will apply.

10.I) Our Support On Demand services are subject to a fair use policy. We reserve the right to discontinue or suspend your use of the Support On Demand services if we have a basis for belief that you are using it excessively and outside of what is considered an appropriate amount. 

10.J) To ensure that we do not unreasonably restrict your use, the following measures will be implemented if we regard your account to be showing excessive use: 

10.J.1) Within the first month Amplio will contact you if you have been identified as using Support On Demand excessively in comparison to other customers and discuss your technical needs. If a maximum usage occurs but is not anticipated to continue, no additional arrangements will be required.

10.J.2) If excessive use continues into the second month, Amplio will make contact with you for a second time to discuss an different arrangement.

10.J.3 )If excessive use continues into the second month, Amplio may inform you that your Support On Demand services will be restricted or refused.

10.K) If your access to our Support On Demand subscription is restricted or refused under this fair use policy, your subscription payment is non-refundable. 

11) Rapid Response scope of service

11.A) If you book our Rapid Response service you will be subject to the terms  conditions and policies that may be in effect at the time you book the service. A Rapid Response service entitles you to a one-off support session in relation to the following: 

Broadband & landlines  

Wi-Fi & private networks

Smart devices, PC's & Laptops

App's, streaming services & programs 

11.B) Amplio Rapid Response service does not include the troubleshooting of enterprise-level hardware. Our Service does not support the troubleshooting of virus or malware. Our Service does not support the troubleshooting of overseas streaming services and hardware. 

 11.C) This service is not available for commercial customers or corporate businesses. It is intended for private residential purposes only. 

 11.D) Devices, network equipment and streaming products are not included in the service price. 

 11.E) Amplio Rapid Response service comes at a one-off fee of $99.00.

 11.F) The service covers up to 2 hours of time supporting the troubleshooting of broadband, landline, wifi, devices and streaming services. Extra time will be charged at a minimum of one hour, starting at $65.00 per hour. 

 11.G) Additional services are available upon request and may be subject to extra charges.

11.H) The scope of our Rapid Response service and the relevant fees will be agreed upon at the time you place your order with us. Unless otherwise agreed upon in writing, we are only able to supply you with the Rapid Response service that you ordered and only in regards to the specific piece equipment that you have stated.

11.I) When you are supplied with our Rapid Response service, we will use our expertise,  skill and care when trying to diagnose and resolve your particular technical issue. We will not charge you if we are unable to fix the specific issue in relation to which you booked our Rapid Response service, provided that you have complied with these terms and conditions. 

11.J) If the problem that we have resolved occurs again as a direct result of the same cause(s) that we identified when we resolved the issue in the first instance, provided that you have complied with these terms and conditions, we will: 

11.J.1) Try to our best abilities to resolve the issue again at no additional cost. 

11.J.2) If we are unable to resolve the issue again, we will refund the fees that you paid for the Rapid Response service. 

11.J.3) For any restoration required due to spyware or a virus, the above service warranties are only valid if you have valid and current anti- spyware and anti-virus protection updated or installed during or immediately after the required restoration.

11.J.4) This service warranty excludes any issues resulting from defective hardware, software or products.