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XSTRA Support Scope Policy & Third-Party Engagement Protocols
Core product support, XPARTNER delivery, third-party boundaries and billing alignment
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Purpose
XSTRA products + XPARTNER + third-party systems
This policy explains the difference between support included with XSTRA’s managed products, the broader advisory and delivery services available under XPARTNER – MSA, and assistance involving third-party applications, hardware, vendors and external services.
XPARTNER alignment: XPARTNER expands the way XSTRA can advise, coordinate and deliver across a Client-selected technology environment. It does not make every third-party product part of XSTRA’s core product warranty, transfer a vendor’s obligations to XSTRA, or create unlimited labour or unlimited after-hours support.
1. Core XSTRA Product Support
XSTRA is responsible for delivering and maintaining its contracted core service offerings, including but not limited to:
- XDESK — managed virtual applications, desktops and browsers
- XDEVICE — endpoint and device-management services
- XCLOUD, XRACK, XACCESS, X365, XVOICE, XNET, XFORCE and other contracted XSTRA products
Responsibility is limited to the inclusions, supported components, service levels and operating boundaries of the relevant product, accepted proposal or service schedule.
Core product support normally includes
- Helping users connect to the contracted XSTRA platform or service
- Ensuring the core XSTRA service and XSTRA-managed components operate as designed
- Maintaining the agreed platform configuration, monitoring and baseline security controls
- Backup and recovery services only where included in the contracted product or proposal
- Microsoft operating-system components directly integrated into the service
- Citrix Virtual Apps and Desktops and other core components used within XDESK
Core boundary: Support included with an XSTRA product does not automatically extend to every third-party application, device, integration, vendor process or business workflow that uses or connects to that product.
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2. XPARTNER – MSA: Expanded Advisory and Delivery Scope
Client-led strategy. XSTRA-enabled delivery.
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View XPARTNER – MSA |
XPARTNER is XSTRA’s virtual CIO, virtual CTO and managed-delivery service. It is intended for Clients that wish to retain control of their technology strategy, product choices, vendors, budget and risk decisions while using XSTRA’s leadership, service desk, systems, engineering capability and operational experience to implement and manage that strategy.
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Virtual CIO
Business alignment, governance, technology budgeting, roadmaps, risk oversight and vendor-management strategy.
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Virtual CTO
Architecture, cybersecurity, resilience, technical standards, integrations and senior technical oversight.
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Managed Delivery
Service desk access, implementation, vendor coordination, documentation, change management and continuous improvement.
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What XPARTNER changes
- XSTRA may provide strategic advice, architecture, vendor coordination, implementation and management across Client-selected systems where those activities are included in the XPARTNER Service Schedule or approved as chargeable work.
- Third-party vendor liaison can form part of ordinary XPARTNER delivery instead of being limited to a separate Chaperone Support engagement.
- Strategic and proactive reviews can form part of the recurring virtual CIO and virtual CTO operating rhythm.
- XSTRA may take end-to-end ownership of coordination and escalation while an incident or project moves between multiple suppliers.
What XPARTNER does not change
- Third-party vendors remain responsible for their products, warranties, defects, licensing, documentation and vendor-level support.
- The Client retains ownership of business priorities, approvals, vendor contracts, legal obligations, technology choices and final risk acceptance.
- XPARTNER does not automatically place every Client system, device, application or location within scope.
- XPARTNER is not an unlimited-labour warranty and does not guarantee that a vendor, product, integration or recovery action will achieve a particular outcome.
- Major projects, migrations, cyber incidents, remediation programs or specialist work may require a separate scope, resource plan and approval.
XPARTNER charging and service-desk treatment
- XPARTNER delivery is based on the Level 3 – Senior Technical Engineer rate shown in Schedule 1 Rates & Charges, unless expressly varied in the Client’s Service Schedule.
- Eligible work consumes the Client’s included monthly XPARTNER coverage; excess usage is charged under the applicable XPARTNER excess-time arrangement.
- Included monthly coverage resets each month, does not roll over and has no cash or transfer value.
- 24/7 service desk access means incidents can be logged at any time and critical events can be triaged and escalated. It does not mean all work is included without charge at all hours.
- Unless otherwise agreed, work performed during non-standard working hours is charged at the applicable multiplier or consumes included coverage at two minutes for each minute worked.
No double charging: Support already included in a separately contracted XSTRA product remains governed by that product’s inclusions. XPARTNER coverage is used for the broader Client environment, client-selected systems, advisory work, coordination, changes and delivery activity that is not already included elsewhere.
Where an accepted XPARTNER Service Schedule expressly includes a service that this policy otherwise identifies as chargeable or outside core product support, the Service Schedule governs that service to the extent of the express inclusion. Silence does not expand the scope.
3. Third-Party Applications, Hardware and Vendor Support
Clients often use industry-specific or proprietary software, cloud services, accounting systems, engineering applications, CRMs, ERPs, databases, integrations and third-party hardware.
Core XSTRA product support alone does not include vendor-level or strategic support for these assets. Under XPARTNER, XSTRA may provide strategic oversight, architecture, implementation, coordination and ongoing management where agreed; however, XSTRA does not become the manufacturer, software author, licensor, warranty provider or certified product specialist merely because it assists with the system.
Examples of work not automatically included in core product support
- Third-party application configuration, patching, upgrades, updates or data migration
- Software defect resolution, advanced product diagnosis or vendor escalation
- Hardware purchased outside XSTRA’s procurement or management
- Integration with external systems, services, databases or APIs
- Business-process consulting, application training or end-user usage support
- Client-supplied wireless peripherals such as wireless headsets, mice and keyboards
These services may still be available under XPARTNER, X365-PLUS, XDESK App-Pool Support, Chaperone Support, TimeSaver Blocks or a separately approved project.
Wireless peripherals
XSTRA does not normally provide technical support for Client-supplied wireless headsets, mice or keyboards. The Client should first use the manufacturer’s documentation, retailer or vendor support channel. Where assistance is requested and XSTRA agrees to help, the work is chargeable or consumes eligible XPARTNER coverage without any guarantee that the peripheral can be made compatible or reliable.
Structured support pathways
- XPARTNER – MSA — recurring virtual CIO, virtual CTO, vendor coordination and managed-delivery services across an agreed Client environment
- X365-PLUS — support for Microsoft 365 applications such as Outlook, Teams and OneDrive, where contracted
- XDESK App-Pool Support — installation and maintenance of XSTRA-approved third-party software within XDESK, subject to the relevant product scope and pricing
- Chaperone Support — XSTRA acting as a technical liaison between the Client and a third-party vendor for a specific matter
- TimeSaver Blocks or project services — prepaid or separately scoped technical work where an ongoing XPARTNER relationship is not required
XDESK App-Pool Support limitations
App-Pool Support is intended for XSTRA-approved software and generally covers agreed installation and maintenance activities. It does not automatically include training, business-process support, complex integrations, database administration, vendor defects or specialist application consulting.
3.1 — Chaperone Support
XSTRA can act as a technical liaison between the Client and a third-party vendor to provide technical context, coordinate access, reduce operational risk and improve the likelihood of an efficient resolution.
- Clear communication and responsibility tracking between the parties
- Technical evidence and environmental context supplied to the vendor
- Safer coordination of changes, testing and elevated access
- Independent advocacy for the Client while the vendor remains responsible for its product
Pricing outside XPARTNER: 50% off the applicable standard rate in Schedule 1 Rates & Charges, unless otherwise quoted.
XPARTNER Clients: Where vendor coordination is included in the XPARTNER Service Schedule, it is treated as XPARTNER delivery and consumes included coverage or is charged at the applicable XPARTNER excess rate. The separate Chaperone discount does not also apply.
3.2 — Elevated Privileges and Direct Vendor Access
Where a third-party vendor requires administrative or elevated access, XSTRA may facilitate an approved access method. Direct vendor access increases operational and cybersecurity risk and may reduce XSTRA’s visibility or ability to independently verify the vendor’s actions.
- Access may be time-limited, monitored, restricted or withdrawn by XSTRA
- The Client must ensure the vendor is authorised, appropriately licensed and bound by suitable confidentiality and security obligations
- The vendor and Client remain responsible for changes made by the vendor
- XSTRA may require backup, testing, rollback and change-control measures before access is provided
Assistance is chargeable under Schedule 1 or consumes eligible XPARTNER coverage. Any vendor time, licence, subscription or external professional fee is separate.
3.3 — Cyber-Attack, Infection and Incident-Response Work
Virus removal, malware cleanup, ransomware response, spyware or trojan remediation, forensic investigation, rebuilding infected systems and restoring systems affected by an unsolicited attack are not complimentary core support activities unless expressly included in a contracted incident-response service.
Such work is billable under Schedule 1, may consume eligible XPARTNER coverage, or may require a separately scoped incident-response engagement. XPARTNER coordination does not guarantee containment, data recovery, regulatory compliance or a particular recovery time.
All third-party assistance is chargeable work unless it is expressly included in another contracted XSTRA product or consumes eligible XPARTNER coverage.
4. Strategic and Proactive Reviews
Periodic reviews of critical applications, infrastructure, security, resilience, vendors and technology direction are recommended:
- Before adopting or replacing cloud, on-premises or hybrid systems
- When systems, user counts, data volumes or integrations increase in complexity
- During budgeting, risk-management, cybersecurity or compliance reviews
- Before major renewals, vendor commitments, migrations or infrastructure changes
- After a significant outage, cyber event, failed project or business change
For XPARTNER Clients
Strategic and proactive reviews may form part of the recurring virtual CIO and virtual CTO service. The frequency, participants, outputs and time allocation are recorded in the Client’s XPARTNER Service Schedule or agreed roadmap.
For other Clients
XSTRA may provide strategic reviews as separately approved consulting work, through a TimeSaver Block, or under a project proposal.
XSTRA can recommend, coordinate and help implement improvements, but final responsibility for business decisions, vendor contracts, application configuration, data structures, legal compliance and risk acceptance remains with the Client and relevant vendor unless expressly stated otherwise in writing.
5. Engagement, Authorisation and Billing
Non-standard requests
Pre-installation work, system integrations, purely cosmetic changes, relocations, reinstallation, retrofit work, special reporting and other work that is not essential to XSTRA’s ability to provide a contracted core product may be chargeable or consume XPARTNER coverage. XSTRA may require approval from an authorised representative before proceeding.
Inaccurate or incomplete Client information
Reinstallation, corrective work, investigation or delay caused by inaccurate, incomplete or late information supplied by the Client is chargeable or consumes XPARTNER coverage.
Instruction, assistance and training
XSTRA is not required to provide complimentary instruction on equipment, software or business processes that are otherwise operating normally. User guidance, training, cosmetic adjustments, workflow assistance and similar requests may be chargeable, consume XPARTNER coverage, or require a separately scoped training service.
6. External Software, Devices and Liability Boundaries
Subject to XSTRA’s Global General Terms and Conditions of Trade, XSTRA is not responsible for loss, downtime, security incidents, defects, delay or failure caused by:
- Third-party software, hardware, services, networks, vendors or systems
- Vendor bugs, product limitations, outages, misconfiguration, negligence or delay
- Unsupported, end-of-life, unlicensed or incorrectly licensed products
- Client-purchased equipment not under XSTRA management
- Client or vendor changes made without XSTRA’s approval or outside agreed change control
- Failure by the Client or vendor to follow XSTRA’s advice, provide access, maintain support arrangements or approve required work
XPARTNER accountability: Describing XSTRA as the Client’s accountable technology delivery partner means XSTRA will coordinate, advise, communicate and deliver the agreed work with professional care. It does not make XSTRA the guarantor of every third-party system or outcome, and it does not override the liability provisions in the applicable agreement.
7. Summary — Selecting the Right Support Path
- Core XSTRA product support covers the contracted XSTRA platform and its stated inclusions.
- XPARTNER adds virtual CIO, virtual CTO, strategic advisory, senior engineering, vendor coordination and managed delivery across an agreed Client-selected environment.
- Third-party vendors remain responsible for their products, warranties, defects and vendor-level support.
- Third-party assistance may be provided through XPARTNER, X365-PLUS, App-Pool Support, Chaperone Support, TimeSaver Blocks or a separate project.
- Work is chargeable or consumes eligible XPARTNER coverage unless it is expressly included in another contracted XSTRA product.
- Engage XSTRA early when planning technology adoption, integrations, migrations, renewals or major changes.
Client-led strategy. XSTRA-enabled delivery. XPARTNER allows XSTRA to work across the Client’s chosen technology environment while preserving clear product, vendor, commercial and liability boundaries.
Agreement and Document Alignment
This policy must be read together with the Client’s accepted proposal or order, applicable product documentation, any XPARTNER Managed Services Schedule, Schedule 1 Rates & Charges, XSTRA’s Credit Policy and XSTRA’s Global General Terms and Conditions of Trade.
A Client-specific document may vary this policy only where the variation is express and accepted by XSTRA in writing. If a document is silent, the boundaries in this policy continue to apply.
| XPARTNER – MSA | Rates & Charges | Credit Policy | Terms & Conditions |
Cross References — XSTRA Global Terms
Relevant clauses and references for contractual alignment.
- Clause 3.4: Client responsibility for third-party infrastructure
- Clause 5.1: General support limits and chargeable support
- Clause 6.1 & 6.2: Billing for non-standard services
- Clause 4(a)(iii): XSTRA’s obligation to rectify faults for which XSTRA is responsible
- Clause 12.3: Limitation of liability for third-party failures
- Clause 3.1(vii): Client duty to notify XSTRA of operational changes
- Schedule 1: Standard, specialist, XPARTNER and additional service rates
See the full legal context in the XSTRA Global General Terms and Conditions of Trade.
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