Support Scope Policy -

XSTRA — Software Support Boundaries & Engagement Protocols

Clear responsibilities, third-party engagement options, and billing alignment

Purpose

Applies to third-party apps & hardware

This page clarifies where XSTRA’s responsibility begins and ends, what is included in support for XSTRA core services, and how we engage with third-party vendors to reduce risk and improve outcomes.

1. Scope of XSTRA Responsibility — Core Products (XDESK, XDEVICE, and Others)

XSTRA is responsible for delivering and maintaining its core service offerings, including (but not limited to):

XDESK — Managed virtual desktop infrastructure
XDEVICE — Endpoint and device management service
XACCESS, XVOICE, and other integrated infrastructure or cloud services

Our responsibility includes maintaining service uptime, performance, baseline security, backup in line with XSTRA’s Disaster Recovery Protocols (DRP), and ensuring that the core service platform is operating as expected.

What is included in core XSTRA product support

Ensuring users can successfully connect to the relevant XSTRA platform or service
Ensuring the core XSTRA service is operating as expected
Microsoft operating system components directly integrated into the service
Citrix Virtual Apps and Desktops and other core components used within XDESK

Note: Support under XSTRA products does not automatically extend to third-party applications or hardware outside XSTRA’s control or vendor relationships.

2. Third-Party Applications & Hardware

Clients often run industry-specific or proprietary software (accounting systems, engineering apps such as AutoCad and Bentley, CRMs, ERPs, database-driven apps) and/or maintain third-party hardware. XSTRA does not provide vendor-level or strategic support for these assets.

We offer reasonable day-to-day assistance (for example, login assistance and general performance observations), but this is not a substitute for vendor support or a certified consultant.

Examples of unsupported areas

3rd party Application configuration, patching, updates, or data migration
Software bug resolution or vendor liaison (unless under Chaperone Support)
Hardware purchased outside XSTRA’s procurement
Integration with external systems or APIs
Client supplied wireless peripherals such as wireless headsets, mice, and keyboards

Wireless peripherals

XSTRA does not offer technical support for client supplied wireless hardware such as wireless headsets, mice, or keyboards. For incidents with these items, the Client should refer to the manufacturer’s website, product manuals, retailer, or vendor support channel.

Structured support pathways that may be available

Depending on the service and software involved, XSTRA may offer one or more of the following structured support options:

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, from $6 per user / month per software title
Chaperone Support — XSTRA acting as a technical liaison between the client and a third-party vendor

App-Pool Support limitations

XDESK App-Pool Support is intended for XSTRA-approved software only and generally includes installation and maintenance only. It does not include training, end-user usage support, or complex vendor-dependent applications unless separately agreed.

2.1 — Chaperone Support

XSTRA can act as a technical liaison between you and third-party vendors. Chaperone Support is designed to reduce risk and improve efficiency by ensuring:

Clear communication between all parties
Technical context provided to the third-party vendor
Faster and safer resolution of issues with third-party software, services, or systems
Inclusion of elevated privileges (if required) for a more seamless resolution process

Pricing: 50% off our Schedule 1 Rates and Charges.

2.2 — Elevated Privileges (Direct Vendor Access)

If your environment requires elevated permissions (e.g., administrative access for a third-party vendor), XSTRA can facilitate this setup. Compared to Chaperone Support, this approach:

Increases operational risk
Reduces XSTRA’s visibility and ability to independently advocate for you
May result in longer resolution times without our technical context

Pricing: Billed at standard Schedule 1 Rates and Charges.

Cyber-attack assistance and infection-related work

XSTRA does not provide complimentary virus removal, malware removal, spyware cleanup, trojan remediation, or repair of systems affected by unsolicited infection. All work carried out in relation to such incidents is billable at the rates set out in Schedule 1 Rates and Charges.

All third-party assistance is considered billable work per Rates and Charges — Schedule 1.

3. Strategic & Proactive Reviews (Optional)

Periodic reviews of critical applications and systems are recommended:

Before adopting new software (cloud, on-premises, or hybrid)
When systems increase in complexity or volume
During risk management or compliance audits

XSTRA can facilitate these sessions as your infrastructure partner. Final responsibility for configurations or data structures remains with the client and vendor. Assistance is billable per Rates and Charges — Schedule 1.

4. Engagement Frequency & Consulting Scope

Possible outcomes of engagement include:

One-time configurations or protocols
Standing coordination between XSTRA, client, and vendor
Ongoing collaboration or monitoring

Work outside standard support is billed on a time & materials basis per Rates and Charges — Schedule 1.

Non-standard requests

XSTRA reserves the right to charge for non-standard work requests such as pre-installation, system integration work, purely cosmetic changes, reinstallation at a new address, or other similar non-standard work that is non-essential to XSTRA’s ability to provide the relevant service or equipment. Such work is billable at the rates set out in Schedule 1 Rates and Charges. Where XSTRA reasonably suspects that the person making the request may not have authority to approve chargeable work, XSTRA may require written confirmation from an authorised representative before proceeding.

Requests or incidents arising from inaccurate client information

Any reinstallation, retrofit work, corrective work, or similar activity required because of inaccurate or incomplete information provided by the Client is billable at the rates set out in Schedule 1 Rates and Charges.

Ad hoc instruction, assistance, or training

XSTRA is not required to provide complimentary support on the functionality of equipment or software that is otherwise operating normally. Requests for ad hoc instruction, user guidance, training, cosmetic adjustments, or similar assistance may be treated as chargeable work at XSTRA’s discretion and billed at the rates set out in Schedule 1 Rates and Charges.

5. Limitation of Liability — External Software & Devices

XSTRA is not liable for data loss, downtime, or faults caused by:

Third-party software, hardware, or systems
Vendor misconfiguration or bugs
Delays or negligence by third parties
Client-purchased hardware not under XSTRA management
Client-initiated changes or unapproved installs

Examples include MYOB, Xero, LEAP, Salesforce, industry CRMs, and other niche platforms.

6. Summary — Working Together to Reduce Risk

Engage XSTRA early when planning software adoption or changes
Responsibility for third-party systems remains with the client
Extended engagement is consultative and billable per Rates and Charges — Schedule 1

Our goal is to support—not replace—your application vendors.

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 we are responsible for
Clause 12.3: Limitation of liability for third-party failures
Clause 3.1(vii): Client duty to notify XSTRA of operational changes
Schedule 1: Time-based and additional service rates

See full legal context in XSTRA Global General Terms and Conditions of Trade .

4.8. Support Scope Policy