|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 work, or work that is non-essential to XSTRA’s ability to provide the Equipment to the Client, at the rates as specified in Schedule 1. If the non-standard request is made by a representative of the Client that XSTRA suspects may not have authority to subject the Client to the charges associated with the request, then XSTRA will require written confirmation from a person who holds the required authority of the Client, before XSTRA undertakes to perform any work related to the non-standard request.
|2. REQUEST & INCIDENTS AS A RESULT OF INACCURATE INFORMATION PROVIDED BY THE CLIENT
|Any reinstallation or retrofit work required because of inaccurate information provided by the Client will be charged to the Client at the rates set out in Schedule 1.
|3. SECURITY CHANGE REQUESTS
|A request made by the Client, or its representatives, to XSTRA to take action that increases security of a system, hardware, software or other will be performed without question or verification of the Client or representative of the Client. A request made by the Client to XSTRA to take action that decreases security is not automatically authorised and XSTRA will require written confirmation from a person who holds the required authority of the Client, before XSTRA decreases security of a system, hardware, software or other.
|4. CYBER-ATTACK ASSISTANCE – REQUESTS & INCIDENTS
|XSTRA does not provide free virus removal services or repair of systems damaged by viruses, malware, spyware, trojans etc. All work carried out in relation to any type of unsolicited infection will be charged to the Client at the rates set out in Schedule 1
|5. GENERAL REQUESTS FOR ADHOC INSTRUCTION, ASSISTANCE or TRAINING
|XSTRA is not required to provide support on the functionality of Equipment that is otherwise working normally. An example of this would be a request to change the look of a HTML email signature used by the Client. At XSTRA’s discretion, this request would be rejected as a request for support and the Client would be charged for this work at the rates set out in Schedule 1 at XSTRA’s discretion
|6. PASSWORD SECURITY & STRUCTURE
|Passwords created by Clients on all Equipment must be complex and will not contain the Clients name or the name of the User or an individuals name associated with the Client or User and should contain at least 6 characters and have a mix of upper and lower case letters, numbers and special characters.
|7. APPLE MAC OS
|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 to the Client on an “Adhoc” basis.
|8. WIRELESS PERIPHERALS
|XSTRA does not offer technical support for Client supplied wireless hardware, such as wireless headsets, mice or keyboards. For incidents with these hardware items, please refer to the manufacturers website, the items manuals, or contact the retailer from where the items were purchased.
|GENERAL LEGAL INFORMATION
Last modified: Jul 21, 2023
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