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Client Administrators

XCLOUD » XACCESS » Client Administrators

TASKS FOR THE CLIENT ADMINISTRATOR TO COMPLETE Log into XCRM and Complete the following tasks: Set the “XACCESS TIME WINDOW” setting. We recommend setting this to at least 12 hours but not greater than 25 hours. This setting determines…

Soft Clients

XVOICE » Soft Clients

XVOICE supports the use of the following software-based phone application platforms. Microsoft Teams GroundWire 3CX

NPS – By Client

PERFORMANCE METRICS » Live Net Promoter Scores » NPS – By Client

20200528 – XRACK – Australia – Client Network loss

XCARE » Service Disruption Notices (SDN’s) » CLOSED SDN’s » 20200528 – XRACK – Australia – Client Network loss

NOTICE TIME ZONE Australia Brisbane GMT+10 STATUS (Open/Closed) Closed INCIDENT START DATE 20200528 INCIDENT START TIME (HH:MM) 13:05 OUTAGE DURATION 20 Minutes ESTIMATED TIME TO…

3CX

XVOICE » Soft Clients » 3CX

For Computers running the Microsoft Windows operating system

20200325 – XSTRA’s COVID19 Business Continuity Plan

NEWS – 2024 » NEWS ARCHIVE » Year 2020 » 20200325 – XSTRA’s COVID19 Business Continuity Plan

25th March 2020 INTRODUCTION As a provider of Telecommunications and IT infrastructure services, XSTRA is an Essential Business and we will operate as normal at this stage Our Customers are our primary concern at this time. Helping them through this period is…

Equipment Procurement Service

XPARTS » Equipment Procurement Service

XSTRA offers Clients a procurement service for the acquisition of products and services This is a co-operative activity where XSTRA acts as the technical adviser and trusted negotiator to the Client, ensuring a value-driven outcome is achieved for the Clients next…

Terms & Conditions

XCARE » Terms & Conditions

1. NON-STANDARD REQUESTS XSTRA reserves the right to charge the Client for non-standard work requests such as, pre- installation, system integration work, purely cosmetic changes, reinstallation at a new address, or any other similar non-standard…

XACCESS

XCLOUD » XACCESS

Overview Client Administrators User Registration Process User Usage Instructions

Live Net Promoter Scores

PERFORMANCE METRICS » Live Net Promoter Scores

NPS – XSTRA Overall NPS – By Brand NPS – By Client What are Net Promoter Scores? What is a GOOD NPS result? Industry Averages for NPS

Licensing

XCLOUD » Licensing

MICROSOFT LICENSING COMPLIANCE Type Of Resource Requires Dedicated Compute Licensing Scheme Applicable and Required Supplier Restrictions DaaS via Microsoft Windows Server NO SPLA Ingram Requires a RDS…

Credit Policy – Australia

ABOUT » Credit Policy – Australia

1. MANDATORY NAB DIRECT DEBIT FACILITY FOR ALL AUSTRALIAN CLIENTS XSTRA strives to offer great value to our customers through fantastic service and realistic pricing. Requiring all Clients to have a Direct Debit Facility allows us to keep our costs and…

Terms & Conditions

X365 » Terms & Conditions

X365 – User Account – Disablement & Deletion Policy Often Clients forget to disable a User account with us and as a result they incur costs that should have been avoided. To assist Clients with this problem, and unless we have written…

XDEVICE – Printer Care

XDEVICE » XDEVICE – Printer Care

XDEVICE – Printer Care 24/7 Support, Management and Monitoring – Per Printer – Per Month Comprehensive printer care includes 24×7 Remote & Phone Support for Printer incidents & requests Core Windows Operating…

Schedule 1 – Rates & Charges

XCARE » Schedule 1 – Rates & Charges

XSTRA’S SERVICES RATES & CHARGES EXCLUDING TAXES Normal Working Hours Mon to Fri, Non-Public Holidays, between 6:30 am and 7:00 pm Australian Eastern Standard Time (UTC +10 AEST) Time – Remote Rate, Technical and…

How Do We Do IT

ABOUT » How Do We Do IT

8 Stages To Great Client Experiences: XSTRA adheres to well-established service delivery principles to reduce risk and maximize satisfaction in every interaction we have with our Clients. To ensure a consistent Client experience, we have developed our unique Service…

Financial Hardship Policy

ABOUT » Financial Hardship Policy

What is financial hardship? The Telecommunications Consumer Protection Code defines financial hardship as: “A situation where a Client is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations…

GroundWire

XVOICE » Soft Clients » GroundWire

For mobile devices and smart phones running any of the following operating systems: Apple IOS Android

XNETSecure

XFORCE » XNET – Security Division » XNETSecure

For Clients that require higher levels of overall local area network (LAN) protection Coming 1st Quarter 2023 Unique 4-Stage Security Solution for Enterprise LAN Access, Command and Control Isolation Authorisation Authentication Access…

Overview

XCLOUD » XACCESS » Overview

XACCESS IS A, WEB BASED, MULTI-FACTOR AUTHENTICATION SERVICE Cyber Threats are the No. 1 technological challenge facing the global business community today. At present, the global business community is grappling with its foremost technological…

20200529 – XSTRA Protects XCARE Clients From Faulty Windows 10 Version Update

NEWS – 2024 » NEWS ARCHIVE » Year 2020 » 20200529 – XSTRA Protects XCARE Clients From Faulty Windows 10 Version Update

XSTRA provides end-point management for Clients who subscribe to our XCARE products. 29th May 2020 Today XSTRA has taken steps to halt the spread of the Microsoft Windows 10 Version 2004 is causing huge issues for Clients around the world. XSTRA, through its XCARE…

Overview

XRACK » Overview

XRACK provides Clients with infrastructure products and services to host compute workloads in data centers. Some people refer to this as, THE CLOUD or CLOUD COMPUTING or IAAS – Infrastructure as a Service. XSTRA offers the following 3 Cloud solution…

Invoicing Formats

ABOUT » Invoicing Formats

Due to the complexity of the IT and Communications industry, the Equipment on invoices from XSTRA to the Client may include the following additional Equipment classification information that helps describe the types of Equipment listed on the invoice. An…

XDEVICE – PC Care

XDEVICE » XDEVICE – PC Care

XDEVICE – PC Care 24/7 Anti-Virus, Support, Management, Maintenance and Monitoring – Per PC – Per Month Comprehensive PC maintenance includes 24×7 Remote & Phone Support for Windows based PC incidents and…

Terms & Conditions

XVOICE » Terms & Conditions

XVOICE CHANGE REQUESTS 45 DAY CHANGE REQUEST GUARANTEE TO PHONE SYSTEM PROGRAMMING XSTRA makes no guarantee that any request from a Client to change a Client’s XVOICE phone system will be able to be completed at any specific time or within any…

Overview

XCRM » Overview

The Managed Services Provider (MSP) market is forecast to reach $329.1 Billion dollars by 2025 – Ref. Targeted at this MSP market, CIOCTO is a multi-tenant cloud-based Information Technology Service Management (ITSM) platform and control plane, that is fully…

Terms & Conditions

XDEVICE » Terms & Conditions

CAVEATS Apple MacOS – XSTRA does not provide any inclusive or free support for devices running Apple’s desktop operating system, commonly known as, “MacOS”. Any support for devices running “MacOS” will be charged…

Invoicing Explained – V2

ABOUT » Invoicing Explained – V2

. PLEASE NOTE On 1st April 2022, XSTRA changed the way it invoices Clients for recurring Equipment items. If recurring Equipment was first invoiced to a Client after 31st March 2022, then the invoicing protocols above apply to that Equipment moving forward –…

Terms & Conditions

XCLOUD » Terms & Conditions

XCLOUD – User Account – Disablement & Deletion Policy Often Clients forget to disable a User account with us and as a result they incur costs that should have been avoided. To assist Clients with this problem, and unless we have written…

20220320 – Ransomware Event

XCARE » Service Disruption Notices (SDN’s) » CLOSED SDN’s » 20220320 – Ransomware Event

NOTICE TIME ZONE Brisbane UTC +10 STATUS (Open/Closed) Closed INCIDENT CAUSED BY A 3RD PARTY? N/A IF YES, NAME OF 3RD PARTY N/A INCIDENT START DATE 2022-03-20 INCIDENT START TIME (HH:MM)…

Invoicing Explained – V1

ABOUT » Invoicing Explained – V1

. PLEASE NOTE On 1st April 2022, XSTRA changed the way it invoices Clients for recurring Equipment items. If recurring Equipment was invoiced to a Client before the 1st April 2022, then the invoicing protocols above apply to that Equipment moving forward –…

Historical Mailbox Management

X365 » Resources » Historical Mailbox Management

PROBLEM Often when a User has their employment terminated with a Client, the Client wants to keep the User’s Office 365 mailbox intact and accessible for historical reasons. The best way to achieve this is to convert the User’s mailbox into a 365 Shared…

Overview

XCARE » Overview

IT All Starts With Great Service & Support At XSTRA, we’ve built our reputation on a foundation of Xceptional Client support called XCARE To assist us, XSTRA has developed a total ticket management platform called XCRM. To log a ticket, please send an email…

Porting Process

XVOICE » Resources » Porting Process

At XSTRA we have had years of experience porting the numbers of our Clients. Here is a list of the steps that XSTRA usually undertake and this process can take between 4 to 12 weeks. STEPS DESCRIPTION 1 Obtain copy of Clients telephone…

Remote Assistance

XCARE » Remote Assistance

XMESH To access a Client’s computer remotely, XSTRA uses a secure OpenSource, locally hosted, application, called XMESH When instructed by an XSTRA Service Desk Team member, please click on the appropriate logo below for your operating…

Preamble

XCRM » Preamble

CIOCTO is the world’s only solution that combines deep systems integration and multi-dimensional client information into one software tool! Its elegant, modern interface is fast to learn and easy for new users, yet powerful for professionals. CIOCTO lets you work…

XCLOUD – Enterprise Browser

XCLOUD » XCLOUD – Enterprise Browser

XCLOUD – Enterprise Browser Citrix Enterprise Browser – Per User – Per Month Scenario Fit For Users who only work in a Browser and require all of the Security, Safety and Performance that Citrix…

Legal

ABOUT » Legal

XSTRA’s full Global General Terms and Conditions of Trade Agreement can be found Here XSTRA claims Copyright over all original content on this site/website, © Copyright XSTRA Group Pty Ltd (AU) 2023 Logos, images and trademarks that…

XCLOUD – Basic

XCLOUD » XCLOUD – Basic

XCLOUD – Basic Windows Server 2022 Virtual Desktops – Per User – Per Month Scenario Fit Perfect for entry-level and front-line administration users with: Light SaaS needs Light browser workloads Low…

CLOSED SDN’s

XCARE » Service Disruption Notices (SDN’s) » CLOSED SDN’s

20240220 – Widespread Phone Call Quality Issues 20230829 – Widespread Network Outage at NEXTDC B2 20230602 – XVOICE – Inbound and Outbound calls reporting as disconnected 20230522 – XNET – NextDC Inter-Network is Down Between B1…

XVAULT

XFORCE » XVAULT

Singe Sign On Credential Authentication System powered by BitWarden Vaults XSTRA enhances a Bitwarden Vault by enveloping it within secure hosting infrastructure and implementing distinctive management and monitoring protocols, resulting in a…

XCLOUD – Enterprise

XCLOUD » XCLOUD – Enterprise

XCLOUD – Enterprise Citrix Windows Server 2022 Virtual Desktops – Per User – Per Month Scenario Fit Perfect for Work-From-Anywhere enterprise level power users who require optimum: Security – Secure…

SharePoint Constraints

X365 » Resources » SharePoint Constraints

. ALSO PLEASE NOTE: you can have more than 5000 files/documents in a SharePoint document library but adding more than 5000 files into the library and things start to break. Examples: Search will not work properly; and, Microsoft Graph API will struggle to work at…

FileCloud

XPARTS » File & Data Management Solutions » FileCloud

Feature Set Comparison Ransomware Protection: FileCloud’s heuristic file content scanning engine to detect and block ransomware Two-Factor Authentication (2FA): Add an extra layer of protection when logging in using email or Google…

20200528 – XNET – Australia – Core router outage

XCARE » Service Disruption Notices (SDN’s) » CLOSED SDN’s » 20200528 – XNET – Australia – Core router outage

NOTICE TIME ZONE Australia Brisbane GMT+10 STATUS (Open/Closed) Closed INCIDENT START DATE 20200528 INCIDENT START TIME (HH:MM) 07:55 OUTAGE DURATION 13 Minutes ESTIMATED TIME TO…

20221004 – Telstra 4G Sim Issue

XCARE » Service Disruption Notices (SDN’s) » CLOSED SDN’s » 20221004 – Telstra 4G Sim Issue

NOTICE TIME ZONE Brisbane UTC +10 STATUS (Open/Closed) Closed INCIDENT CAUSED BY A 3RD PARTY? Yes IF YES, NAME OF 3RD PARTY Telstra INCIDENT START DATE 2022-10-04 INCIDENT START TIME…

Contact Information

ABOUT » Contact Information

Global Phone Numbers Australia: +61 7 3123 4111 – (I) 1300 555 920 – (I) 0458718434 – Outbound SMS Service – (T) Hong Kong: +852 5808 3186 – (I) New Zealand: +64 9951 8015 –…

XNET NBN Plus – CIS

XNET » XNET NBN Plus » XNET NBN Plus – CIS

Critical Information Summary (CIS) Service To Be Provided Business Grade Broadband supplied by AAPT care of NBN Co. Download Speed 50 Mbps Upload Speed 20 Mbps Are Faster Speeds Available? Yes %…

20200625 – XNET – Fiber Link Down Between ECN and NEXTDC B1

XCARE » Service Disruption Notices (SDN’s) » CLOSED SDN’s » 20200625 – XNET – Fiber Link Down Between ECN and NEXTDC B1

NOTICE TIME ZONE Brisbane GMT+10 STATUS (Open/Closed) Closed INCIDENT START DATE 20200615 INCIDENT START TIME (HH:MM) 05:15 ESTIMATED TIME TO RESOLUTION N/A INCIDENT END DATE …