4.8. Support Scope Policy

XSTRA Terms & Conditions — Software Support Boundaries & Engagement Protocols

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 – our managed virtual desktop infrastructure
• XDEVICE – our endpoint and device management service
• XACCESS, XVOICE, and other integrated infrastructure or cloud services
  

Our responsibility includes maintaining service uptime, performance, security, and backup in line with XSTRA’s standard Disaster Recovery Protocols (DRP). This includes operating system-level protection and reasonable support for common productivity platforms (e.g., Microsoft 365).

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

2. Third-Party Applications & Hardware

Clients often run industry-specific or proprietary software (e.g., accounting systems, CRMs, ERPs, database-driven apps) or maintain third-party hardware. XSTRA does not provide vendor-level or strategic support for these assets.

While we will offer reasonable day-to-day assistance (e.g., login issues, app responsiveness observations, update scheduling), such help should not be interpreted as formal application support or a substitute for engaging with the software vendor or a certified consultant.

Typical unsupported areas include:

• Application configuration, patching, or data migration
• Software bugs or vendor liaison
• Hardware purchased outside XSTRA’s procurement channels
• Integration with external systems or APIs
  

Any support provided by XSTRA for third-party applications, software, or hardware will be billed to the Client in accordance with our Rates and Charges – Schedule 1.

3. Strategic & Proactive Reviews (Optional Engagement)

XSTRA recommends clients periodically review the critical applications or systems they operate within the XSTRA-supported environment. These reviews are especially valuable:

• Before adopting new software (cloud-based, locally installed, or hybrid)
• When existing systems grow in complexity or volume
• As part of risk management, disaster recovery, or compliance audits
  

XSTRA may assist in facilitating these sessions as your infrastructure partner, helping ensure your systems operate optimally within our hosted environment.

However, responsibility for any decisions, configurations, or data structures relating to third-party software remains with the client and the relevant vendor.

4. Engagement Frequency & Consulting Scope

Following an initial consultation, outcomes may include:

• A one-time configuration or protocol
• A standing coordination process between XSTRA, the client, and the software vendor
• The identification of a need for ongoing collaboration
  

All such work beyond the baseline support scope—including any involvement with third-party software, integrations, or vendor troubleshooting—will be billed on a time and materials basis in accordance with Rates and Charges – Schedule 1.

5. Limitation of Liability – External Software & Devices

XSTRA will not be held liable for data loss, software faults, business disruption, or hardware failure caused by:

• Third-party software, hardware, systems
• Third-party software misconfiguration or bugs
• Negligence or delays by external vendors
• Hardware not under XSTRA procurement or management
• Client-initiated system changes or unapproved software installations
  

This includes, but is not limited to, applications such as MYOB, Xero, LEAP, Salesforce, industry-specific CRMs, and other niche platforms.

6. Summary – Working Together to Reduce Risk

XSTRA is committed to delivering reliable, secure infrastructure through our core products. To ensure a smooth client experience and reduce business risk:

• Clients are encouraged to engage XSTRA during planning stages of software adoption or change
• Responsibility for third-party software and hardware remains with the client
• Any extended engagement with XSTRA for system reviews, integrations, or troubleshooting is consultative and billable per Rates and Charges – Schedule 1
  

We aim to support—not replace—your application vendors and specialist providers.

Cross References from XSTRA’s Global General Terms and Conditions of Trade Agreement

• Clause 3.4 – Client responsibility for third-party infrastructure and remediation charges
• Clause 5.1 – General support limits and chargeable support
• Clause 6.1 & 6.2 – Billing for services not included in standard offerings
• Clause 4(a)(iii) – XSTRA’s obligation to rectify faults for which it is responsible
• Clause 12.3 – Limitation of liability, including failure of third-party components
• Clause 3.1(vii) – Client obligation to notify XSTRA of changes affecting operations
• Schedule 1 – Rates and Charges applied for time-based or additional services
  

For the full legal context, see the XSTRA Global General Terms and Conditions of Trade