4.8. Support Scope Policy

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, basic security, and backup in line with XSTRA’s Disaster Recovery Protocols (DRP).

⚠️ 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, CRMs, ERPs, database-driven apps) or maintain third-party hardware. XSTRA does not provide vendor-level or strategic support for these assets.

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

Examples of unsupported areas:

• 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

2.1 — Chaperone Support

XSTRA can act as a technical liaison between you and third-party vendors. Allowing an external provider to make changes without context can be inefficient or unsafe. Our Chaperone Support option ensures:

• 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

This option represents excellent value because it combines technical oversight, vendor coordination, and elevated permissions where necessary.

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. However, 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.

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.

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.