Terms For Xtra Help

1. These Terms

These terms form part of an agreement under which we agree to provide support and related services for you. In these terms:

Any other terms for particular services and/or policies that relate to the services Xtra provides to you will continue to apply.

2. Our Xtra Help Service

Xtra Help provides technical assistance for Xtra customers to assist you to use Xtra's services. Xtra Help is provided via two main channels:

3. Availability Of Xtra Help

You may only access the Xtra Help and we will only provide the Xtra Help services to you by telephone - 0800 CALL XTRA (0800 22 55 98), by email (helpdesk@xtra.co.nz) or through the Online Help section of our Web site at http://www.xtra.co.nz/help This means that we do not visit your home, office or site premises to provide assistance, and you can't receive Xtra Help by visiting our offices.

We try to ensure the Xtra Help Desk is always available to you on a 24/7 basis. There is generally no limit on the number of times you can call or access Xtra Help.

4. Our Responsibility To Provide Xtra Help

4.1. General Responsibilities

In most instances, the type of help we can provide to you is limited as it relates only to the performance and functionality of Xtra's own products and services. For example, we will help you to connect to and browse the Internet, and send and receive email, using Xtra's network and we will also help you to connect to and set-up Mobile Email, Email Alerts and other Xtra services.

However, we will not help you to do things which are not directly related to your ability to use Xtra's services such as building Web pages, using chat programs, operating your mobile phone, using an operating system or indeed any software application, peripheral or device.

Other types of assistance which are excluded from Xtra Help include support for "alpha", "beta" or pre-release software, Internet connections to other Internet providers or customers, problems or faults which relate to any third party network or equipment (including any Spark company), or any other problem not related to your connection to the Xtra network.

4.2. Level Of Service

Xtra Help provides 2 different levels of support depending on the nature of the problem. The types of problems or applications that are supported under each level are set out in the Xtra Help Matrix found at http://xtra.co.nz/help/0,,4132-1796500,00.html Xtra reserves the right to change any classification (including adding or deleting supported applications or problems) from time to time. Any changes will take effect immediately upon being posted to our Web site in the form of a revised Matrix.

4.3. Online Help

The Online Help channel of our Web site may provide more comprehensive and detailed information including, information about a broader range of topics, which generally fall outside the scope of the Xtra Help support services as described above. This information is provided to you for general information purposes only. You must make your own assessment about its suitability for your requirements. It is not intended to take the place of professional advice. This additional information is not available through the Xtra Help Desk and Xtra Help is unable to assist you with any queries or problems you may have arising from your use of this additional information.

5. Exclusion and Limitation Of Our Liability

We will do our best to always provide you with the appropriate level of Xtra Help as described above for the applications or problems which are set out in the Xtra Help Matrix. However, satisfactory resolution is not guaranteed. There may be limitations to the level of assistance we can provide even where your problem does fit within the scope of the Xtra Help services. These limitations may be due to hardware or operating system issues, problems with your applications or other causes which are outside of our control or outside of the scope of the Xtra Help services. Where we have the ability to do so, we may help you to identify such issues. It will always be your responsibility to resolve these issues.

In addition to our rights to exclude our liability to you as set out in the Xtra Terms of Service for Residential Customers or Business Customers (whichever is relevant to you), in the context of these Xtra Help services we exclude all liability we may have to you for any liability for any loss or damage whatsoever which may arise as a result of your use of the Xtra Help services, or for any errors or omissions in the Xtra Help services provided to you.

6. Changing this policy

We may change these terms at any time by changing or removing existing terms or adding new ones. Changes may take the form of completely new terms. We will tell you about any changes by posting updated terms on our Web site. Any change we make applies from the date we post it on our Web site.

2007 Xtra Limited. Terms for Xtra Help - These terms apply if you wish to obtain help, support or related services
Site policies, Terms and Conditions.
14 / 02 / 07