Definitions
1. Definitions: In these Service Terms and Conditions unless the contrary intention appears:
1.1. “AIT" or “Analyse Information Technology” means Analyse Information Technology ABN 57 221 340 918 and includes its PC advisors, technicians, employees, agents and contractors.
1.2. “Service Call,” means a 30 minute visit. Parts and hardware not Included.
1.3. “Full Hour Service” means the first 60 minutes of On-site or Remote Service.
1.4. “Half Hour Service” means up to 30 minutes of On-site Service.
1.5. “Member” means a current Member of Your PC Matters™ whether a subscriber to Smart Choice, Complete Care or Priority Plus.
1.6. “Metropolitan” means those areas within the Melbourne Metropolitan urban areas. Melbourne metropolitan is defined by the metropolitan taxi area as specified in the latest of the Melway Street Directory.
1.7. “Network” means a connection of two or more computers so that they can share resources.
1.8. “Nominated PC” means the computer/s nominated for service by a Member and in respect of which an annual fee has been paid for the period during which service is requested.
1.9. “On-site” means the address as recorded on the member’s register.
1.9.1 "Remote Service" means remotely connecting to member's nominated PC using our Remote Connection software
1.9.2 "Remote Connection Software" means Ultra VNC client which may be download from www.yourpcmatters.com
1.10. “PC” means Personal Computer or laptop. IBM compatible.
1.11. “PC Advisor” means a Your PC Matters™ employee or contractor providing service
1.12. “Service Base” is a business unit consisting of a Manager and at least one PC Advisor. There is one Service Base in Melbourne that is located in near CBD.
1.13. “Server” means a computer or device on a network that manages network resources
1.14. “Service” means the services or products provided pursuant to these Service Terms and Conditions.
1.15. “Service Zone” is broken down into three subsections
1.15.1. “Free Zone” means those areas of Melbourne within 7km of the Service Base.
1.15.2. “Zone + 5” means those areas of Melbourne between 7km and 12km of the Service Base.
1.15.3. “Zone + 10” means those areas of Melbourne between 12km and 20km of the Service Base.
1.16. “Web Site” means www.yourpcmatters.com and www.yourpcmatters.com.au
1.17. “Workshop” means the location where repair is done off-site.
1.18. “Workstation” PC that may operate in a stand-alone environment, or may be part of a computer network.
1.19. Workstation sometimes refers to a computing system that is more powerful than a simple personal computer.{mospagebreak}
Member PC Care
Scope of Services
2. Nominated PC: Your PC Matters™ will provide services for nominated PC within the Service Zone subject to these Service terms and Conditions.
3. Return to Workshop: When member’s Nominated PC cannot be repaired on-site, Your PC Advisor can repair the Nominated PC at our workshop where we have greater access to tools, parts and other resources. Extra cost on travel and time may apply.
4. Availability of Service: Service is available throughout Melbourne, by appointment, 24 hours a day every day of the year. Service may not be available in country areas on Christmas Day, Anzac Day or Good Friday. Service will be provided as soon as practicable but response time is not guaranteed and will vary, depending on on-site location and demand of services, amongst other things.
Obtaining Assistance
5. Contact: To obtain service, Members or their authorised contact must contact Your PC Matters™ Member care on 1300 307 970 or by booking a Service from our Members Section on our Web Site. Members should not contact your PC Advisor direct.
6. Wait with PC: The Member or an authorised contact who is at least 18 years of age must be present with the nominated PC when Your PC Advisor arrives. Service will not be provided for unattended PCs and any subsequent service will be at the Member’s expense.
7. Proof of Membership: Proof of Membership must be provided at the time of service otherwise a service deposit fee may be charged. This may be refunded on application to Your PC Matters™ supported by proof of Membership.
8. Attempted Repairs: Where repairs to the nominated PC have been attempted by a repairer or anyone else and the PC is unable to be repaired to good working order Your PC Matters™ may be called to inspect the PC. If Your PC Advisor considers the PC cannot be repaired without risk of damage, or that major repairs are necessary, further PC Service may be refused and Workshop service will not be available.
Hardware Covered
9. Computers: Subject to these Service Terms and Conditions, service is available for all types of IBM compatible computers and laptops. PCs must be workstation (not a Server).
10. Server: Service is not available for Servers requiring advanced network trouble shooting and network maintenance.
11. Apple Mac: Service is currently not available for Apple Mac.
Operating System Covered
12. Subject to these Service Terms and Conditions, the following Operating Systems are covered.
12.1. MS-Dos®: All versions
12.2. Microsoft ® Windows version 3.0 and up
12.3. Microsoft ® Vista, Windows XP: Home, ME, Media Centre, Professional, NT
12.4. Service is not available for the following Operating Systems:
12.4.1. MacOS®, OS/2, Linux, UNIX and UNIX-like
Materials and Parts
13. Service does not include the supply of materials and spare parts. Where these are carried by Your PC Advisors and used in the provision of On-site service, the Member must pay for them at the time of service. Spare parts will not be picked up or delivered unless pre arranged.
File Backup and loss prevention
14. Your PC Matters™ will not be held liable for loss of data on nominated PC while PC repair is being conducted. It is the Member’s responsibility to ensure that all data is backed up periodically, especially prior to Your PC Advisor conducting on-site repair.
Operating System Disk and Device drivers
15. Members must provide their licensed copy of the operating system and the software licence key, and manufacturer’s drivers for hardware and software used by the nominated PC. In some cases, Your PC Matters™ can source driver files in advance, if we are instructed to do so upon booking the job.
Password and system access
16. Where a nominated PC cannot be accessed because of lost password or system lock Your PC Matters™ will attempt to access the PC. If Your PC Advisor cannot unlock or access the PC, Your PC Matters™ may suggest a full system reinstall.
Full System reinstalls
17. Your PC Advisor can perform a Full Operating System Reinstall on the nominated PC. A full operating system reinstall may require the contents of the hard disk to be formatted and reloading the original operating system. A licensed Operating System Install disk and the required Device driver files must provided by the Member.
Limits on use of services
18. Members on the Smart Choice are entitled to a minimum of 500 services hours (“service hour credit”) at the Smart Choice Discount half hourly rate per nominated PC per membership year.{mospagebreak}
Paid Membership Plan
19. Additional to Smart Choice, Paid Membership Plan consists of:
19.1. Each of the services available part of Smart Choice subject to the Service Terms and Conditions attached thereto; and
19.2. The additional services outlined below:
Complete Care
19.3. The additional benefits of Complete Care are available throughout Melbourne in respect of the nominated PC. Complete Care Members are entitled to a minimum of eleven service calls.
19.4. A Service Call includes first 30 minutes.
Priority Plus
19.5. The additional benefits of Priority Plus are available throughout Melbourne in respect of the nominated PC. Priority Plus Members are entitled to a minimum of twenty-one service calls.
19.6. A Service Call includes first 30 minutes.
20. Eligibility: Paid Membership Plan is available for all PCs that are eligible for Smart Choice.
21. Complete Care Members are entitled to a minimum of fifteeen service calls (thirty Service Calls for Priority Plus Members) (“service call credit”) per nominated PC per membership year.
22. A service call covers the first 30 minutes from the time Your PC Advisor begins to service your nominated PC per service call.
23. Members will be debited one service credit for each visit, provided that at the commencement of each membership year a Complete Care Member will be entitled to a minimum of fifteen service credits and Priority Plus Member thirty service credits.
24. Where a Member exhausts the service credits for a nominated PC in any one membership year or part thereof Your PC Matters™ may in its discretion:
24.1. Suspend of limit services to the Member; and/or
24.2. Impose a service fee for further service requests.{mospagebreak}
Charges and Payment
25. Payment for goods and services must be made by cash or credit card on or prior to the completion of the provision of goods or services unless the member has a credit account with Your PC Matters™.
25.1. A surcharge of 2.4% is payable for all credit card payments.
25.2. We accept the following credit cards: Master Card and VISA
26. Your PC Matters™ visits are chargeable and are charged in 30 minute units; $40 for the first half hour. Any part thereof is chargeable at $35.
27. All goods supplied by Your PC Matters™ are charged separately from the services.
28. Where there is any change in the costs incurred by Your PC Matters™ in relation to the goods or services, Your PC Matters™ may vary its price for goods or services on order to take account of any such change, without giving notice to the Member.
29. Call-out fees may be applied at rates dependent on the member's on-site address in relation to the Service Zone.
30. An administration fee of $25 plus GST will apply if payment for goods and services are not made by invoiced due date.
Your PC Matters™ Warranties
30. If Your PC Matters™ is not able to diagnose the cause of any hardware or software problem, then no charge will apply to the Member. Your PC Matters™ does not warrant that it will be able to fix all problems, which it diagnoses.
31. All goods and services supplied shall be free from defects in materials and workmanship for a period of 30 days from the date of delivery.
32. This warranty does not apply in circumstances where:
32.1. the goods or services are not defective;
32.2. the goods were used or services required for a purpose other than for which they were intended;
32.3. the goods were repaired, modified or altered by any person other than Your PC Matters;
32.4. the defect has arisen due to misuse, neglect or accident;
32.5. the defect has arisen due to normal wear and tear on the goods;
32.6. the goods have not been stored or maintained as recommended by Your PC Matters™ or the manufacturer; or
32.7. the Member is in breach of the Conditions.
Copyright in Software
33. Your PC Matters™ will not be responsible to the Member or any third party for any breach of any software licence in respect of software provided to Your PC Matters™ by the Member to be installed on the nominated PC.
34. The Member hereby indemnifies Your PC Matters™ against any loss, damage, costs, harm or other expense whatsoever arising either directly or indirectly because of Your PC Matters™ installing software at the request of the Member.
Cancellation
35. If, through circumstances beyond the control of Your PC Matters™, Your PC Matters™ is unable to effect delivery or provision of goods or services, then Your PC Matters™ may cancel the Member’s order (even if it has already been accepted) by notice in writing to the Member.
36. If the Member gives less than 2 hours notice to Your PC Matters™ to cancel any request for service for goods or services, then Your PC Matters™ may charge a cancellation fee of at least $22 for the loss and damage caused or the full quoted call out fee, whichever is greater.
