Tech Wizard | Spark NZ

Trouble with your tech?
Our Wizards are standing by.

Let's face it, we can't all be technical magicians. But thankfully, we don't need to be. That's what Spark's Tech Wizards are for. So if you've got a computer that's cursed, a TV that's plain possessed, or maybe a mobile phone that's gone to the dark side - we've got the wizards for the job.

What's the deal?

 
 

Team of experts

Tech Wizards really know their stuff. They can talk you through how to fix all your technical problems at home - just like magic!

Getting help with essentials

Our wizards can help with all the stuff at home - like equipment, networks and software - that you just want to work. So you can get on with what's important.

6am - 11pm support

Our Tech Wizards are available all day. If it’s a computer problem, you can let them access their computers remotely to get it fixed. If you call outside these hours, we can give you basic assistance. However, if you need more advanced help, then we can arrange a call back between 6am and 11pm.

 

Already with Spark?

Tech Wizard Support

$15/MTH
FOR 12 MONTHS

Buy Now

Just a few ways we can help

Setting up your home network

Using digital cameras and storing
photos

Playing video or listening to
music on the internet

Setting up a smart TV, your own modem or gaming system

Storing information online and keeping it safe

Running a network that's fast and secure

Just need one-off help?

ONE OFF FEE

$120

If you're in urgent need of home tech help, but just on a one-time basis, you don't have to sign up for a full year. You can ring and get help for a one-time fee of $120. But if you think you'll need support more than once, the 12 month plan is definitely better value.

Talk to us

Speak to the Spark Tech Wizards
team between 6am and 11pm

0800 832 494

Things you should know

 
  1. What is the difference between Spark Broadband Assist and Tech Wizard?

    Spark Broadband Assist is an application you download for basic connectivity help, WiFi setup and Email Client setup. Tech Wizards are people that do the same thing and much more (i.e. home tech support).

  2. What if I want to cancel my Tech Wizard monthly subscription within one year?

    The subscription has a 12-month contract with a $120 cancellation fee. So if a customer ends the service within the 12 months, they will be charged a flat $120 cancellation fee. After the 12 months, they won't get charged.

  3. What if I want to use the Tech Wizard service outside my home (e.g. bach or holiday home)?

    Tech Wizard monthly subscription customers can access tech support from any home location in New Zealand.

    Tech Wizard monthly subscription customers can access the service from any home location in New Zealand. If you call from 6am-11pm, then you will come straight through to a Tech Wizard agent. If you call outside these hours, then you can receive basic troubleshooting from our Broadband team. However, if more advanced troubleshooting is required, then we can arrange a callback for you with a Tech Wizard agent.

  4. Can I transfer my Tech Wizard monthly subscription to another person?

    No, the Tech Wizard service is not transferable.

  5. Can I call the standard Spark broadband help desk and ask for home tech support?

    No, but we now offer a choice:

    • Self service – We have easy, step by step self-service tools for customers to sort the simple stuff themselves, for free, and at a time that suits them.
    • Tech Wizard – Some Spark customers have told us they find their home technology complex, confusing, or time consuming. Our Tech Wizard remote support will assist these customers to get set up and enjoying their home technology in no time!
  6. If I'm a mobile Pay Monthly customer can I purchase Tech Wizard even without using Spark's broadband service?

    No, you must have Spark broadband or a Spark T-stick to have the Tech Wizard service.

 

    The follow terms apply to our residential customers who subscribe to the Tech Wizard service (the Services). These terms apply together with the Residential Customer Terms and Conditions, and the Broadband Terms and Conditions. These terms shall prevail to the extent that they are inconsistent with the Residential Customer Terms and the Broadband Terms and Conditions.

    The Services are available for residential broadband customers to assist with:

  • Home networking – Set-up, optimisation and management.
  • Equipment support – E.g. your smart TVs, gaming consoles, WiFi printer, modems, etc.
  • Application support – E.g. standard email, word processing, spreadsheet and presentation applications.
  • Online presence – Internet security, online accounts and cloud storage.
  • Network security and performance
  • Media streaming

  • The Services are not a suitable replacement for IT Support for business. The Services are only available to consumers who require technical support for domestic use. We will not supply the Services for business-related purposes, including but not limited to making use of the Services for profit.

    When using the Services, you agree to follow our agent's reasonable instructions, including any security instructions. This may include advice on installing or operating security software or when to restart the device while troubleshooting your issues.

    We will do our best to provide the Services with agent support in a timely and efficient manner, but please note that any estimated time frames for the completion of the Services are estimates only, and delays may be incurred as a result of matters outside of our reasonable control. Furthermore, customers will only come through to a Tech Wizard agent between the hours of 6am and 11pm.

    Subscription Service

    You can choose to purchase a Subscription Service for a minimum period of 12 months. The service can be accessed via call centre, email and chat.

    The Support Subscription Services are subject to fair usage. We may cease or suspend your use of the Support Subscription Services if we have reason to believe that you are using it over and above what is reasonable for this type of service.

    Minimum term contract

    By subscribing to the Subscription Services, you enter into a 12-month term contract, after which your contract continues on a month-by-month basis, until terminated at any time by either you or us, in accordance with the terms of these Conditions.

    All Subscription Service customers (both 'in' and 'out of' contract customers) are required to provide a minimum of 30 days' notice.

    Where your Subscription Services are terminated before the end of your 12-month term contract period, an Early Termination Fee may apply (ETF). The ETF is $120.

    Where your equipment contains software and/or data

    You agree that, prior to us performing any aspect of the Services, it is solely your entire responsibility to protect your equipment and to back up all data stored on your equipment and any and all disks and drives you may have. You agree that we are not responsible or liable for the loss, deletion or corruption of any data.

    Our responsibility to you

    We will provide the Services to the best of our abilities. We may not be able to advise on all issues or to repair or solve all problems that you ask us to but, to the extent that we cannot advise on an issue or solve a problem that we agreed was specifically included in the scope of any specific Service that you have ordered, we will refund any applicable fee paid by you to us. Please note that this does not apply to the Support Subscription Service, which is not provided in relation to any specific issue or problem but as a general, on-going support service.

    Separately, we may not be able to fulfil any requests that fall outside the agreed scope of our Service, in which case no refund will be payable.

    We will not be responsible to you:

  • for any inherent failures in or caused by any third-party products, applications and/or operating systems, unless such products, applications or operating systems are supplied by us.
  • for the repair or replacement of any of your equipment that is found to be faulty (as reasonably diagnosed by us during the provision of our Services to you), unless it was specifically agreed in writing that such repair services would form part of the Services provided to you.
  • for the loss, deletion or corruption of any data.
  • for any damage caused by your failure to follow our reasonable advice, recommendations or instructions.
  • any loss or corruption of data.
  • any losses you may suffer arising from your use of (or failure to use) any anti-virus software.
  • Remote Access Support

    Where you wish to use Remote Access Support, you agree that our agents 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 that Remote Access Support is suitable for your specific Remotely Accessible Device issue, you agree that an agent is entitled to access your Remotely Accessible Device remotely to provide you with the Remote Access Support.

    To use Remote Access Support, and for us to access your Remotely Accessible Device, all the 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 landline broadband internet in order to avail yourself of the Remote Access Support. Remote Access Support is not available over a mobile modem or other mobile internet connections.

    Scope of the One-off Services

    If you order a One-off Service, you will be subject to the policies and conditions that may be in place at the time you order the Service. A One-off Service entitles the customer one-time access to the Tech Wizard service.

    The scope of the One-off Services and the applicable fees will be agreed at the time you place your order for the applicable One-off Service with us.

    Unless otherwise agreed in writing, we are only able to provide you with the One-off Service that you ordered and only in relation to the specified equipment, unless otherwise agreed in writing.

    When you take our One-off Services, we will use reasonable skill and care when attempting to diagnose and fix the particular technical problem you are experiencing.

    We will not charge you if we can't fix the specific problem in relation to which you booked the One-off Service, provided you have complied with these Terms.

    If a problem we have fixed occurs again within 30 days as a direct result of the same cause(s) we identified when we fixed it the first time, provided you have fully complied with these Terms, we will:

  • attempt to fix the problem again at no extra charge.
  • if we cannot then fix the problem again, we will refund you the Fees you paid for the applicable One-off Service. For any repairs necessitated by a virus or spyware, each of the above service warranties is only valid if you have up-to-date anti-virus and anti-spyware protection installed or updated during the repair or immediately thereafter.
  • This service warranty excludes any problems caused by defective hardware or other products.

    The Services

    The Services include:

  • Home networking – Set-up, optimisation, and management.
  • Equipment support – E.g. your smart TVs, gaming consoles, WiFi printer, modems, etc.
  • Application support – E.g. standard email, word processing, spreadsheet and presentation applications.
  • Online presence – Internet security, online accounts and cloud storage.
  • Network security and performance.
  • Media streaming.
  • The Services also include virus removal, subject to you having installed up-to-date anti-virus software. Anti-virus support encompasses:

  • Helping download, install and configure Spark Security Suite.
  • Schedule scans for Spark Security Suite.
  • If the Spark Security Suite is installed on your equipment, virus removal functions can be carried out. If a virus is suspected, the following actions may be carried out:

  • Check the equipment for installed anti-virus applications.
  • Assistance in running any installed applications on the equipment.
  • Provided there is a working internet connection, perform an online scan from the assorted tools available (McAfee).
  • Assist in the downloading and configuring of Spark Security Suite.
  • If a virus is located on the equipment, we will assist in quarantining the files recommended by the program.

  • ESSENTIAL REQUIREMENTS FOR THE BEST SUPPORT

    So we can help you maintain the security of your equipment with the Internet Security Suite and fully deliver Remote Access Support (where applicable), you will need:

  • a processor speed of 1.2Ghz or above, 256MB RAM and 2GB available hard drive space.
  • an ethernet or wireless port and a compatible modem or, where applicable, wireless router.