PUBLIC
Table of Contents
PUBLIC
  • 1. WELCOME
    • 1.1. What’s New
  • 2. CLIENT TESTIMONIALS
    • 2.1. AUSTRALIAWOW
  • 3. XSTRA
    • 3.1. Why XSTRA
    • 3.2. Who Are We
    • 3.3. What Do We Do
    • 3.4. How Do We Do IT
    • 3.5. How We Give Back
    • 3.6. Our Skill Sets
    • 3.7. Create Your Free Account
    • 3.8. Global Contact Information
    • 3.9. Global Company Information
    • 3.10. Terms and Conditions of Trade
    • 3.11. Credit Policy – Australia
    • 3.12. Invoicing Explained
    • 3.13. Invoicing Formats
    • 3.14. Financial Hardship Policy
    • 3.15. Join The Team
    • 3.16. Legal
  • 4. XCARE
    • 4.1. Overview
    • 4.2. Workflow
    • 4.3. Schedule 1 – Rates & Charges
    • 4.4. Remote Assistance
    • 4.5. Tech Folder – Public
    • 4.6. Terms & Conditions
    • 4.7. Service Disruption Notices (SDN’s)
      • 4.7.1. OPEN SDN’s
        • 4.7.1.1. 20230522 – XNET – NextDC Inter-Network is Down Between B1 & B2
      • 4.7.2. CLOSED SDN’s
        • 4.7.2.1. 20221004 – Telstra 4G Sim Issue
        • 4.7.2.2. 20220320 – Ransomware Event
        • 4.7.2.3. 20220307 – XVOICE – Inbound & outbound calling
        • 4.7.2.4. 20211120 – XNER Philippines – Converge ICT is down
        • 4.7.2.5. 20210906 – XNET Philippines – GA Towers
        • 4.7.2.6. 20210808 – Small number of servers inaccessible
        • 4.7.2.7. 20210802 – AAPT TPG issues but Could Be a Upstream Issue to Them
        • 4.7.2.8. 20210723 – XNET Philippines – Main Fiber Down
        • 4.7.2.9. 20210720 – AAPT/TPG Routing Incident
        • 4.7.2.10. 20210522 – Core Router Issue
        • 4.7.2.11. 20210316 – Azure Active Directory (AAD) Outage
        • 4.7.2.12. 20210305 – XNET – AUSTRALIA – Brookfield Service outage
        • 4.7.2.13. 20201117 – Philippines – Converge ICT Outage
        • 4.7.2.14. 20200929 – Office 365 Outage
        • 4.7.2.15. 20200929 – Delays relaying email through mail.voipstra.com.au
        • 4.7.2.16. 20200831 – C-40-7 – No Internet Connectivity Via Fiber 1000
        • 4.7.2.17. 20200826 – PostGreSQL Service Restarted
        • 4.7.2.18. 20200706 – XRACK – Missing Virtual Machine (VM)
        • 4.7.2.19. 20200625 – XNET – Fiber Link Down Between ECN and NEXTDC B1
        • 4.7.2.20. 20200615 – X365 – Microsoft Error when attempting to access Microsoft 365 services
        • 4.7.2.21. 20200606 – XNET – Philippines – GA Towers – Network Outage
        • 4.7.2.22. 20200528 – XNET – Philippines – GA Towers Service Outage
        • 4.7.2.23. 20200528 – XRACK – Australia – Client Network loss
        • 4.7.2.24. 20200528 – XNET – Australia – Core router outage
        • 4.7.2.25. 20200524 – XNET – Philippines – GA Towers Service Outage
        • 4.7.2.26. 20200520 – XRACK – Unplanned Server Restart
        • 4.7.2.27. 20200325 – XVOICE – Australian Telephone Network Congestion Issues Because of Covid-19
  • 5. XNET
    • 5.1. XNET NBN Plus
      • 5.1.1. XNET NBN Plus – CIS
      • 5.1.2. XNET NBN Plus – Technical Brief
      • 5.1.3. Installation Costs
    • 5.2. XNET Rural Fiber
      • 5.2.1. XNET Rural Fiber – CIS
      • 5.2.2. XNET Rural Fiber – Technical Brief
    • 5.3. XNET Tester Prototypes
    • 5.4. XNET Global Fair Use Policy
    • 5.5. How To Find The MAC Address Of Your Device
      • 5.5.1. On Windows 10 PCs
      • 5.5.2. On Apple Devices (iPhone/iPad)
      • 5.5.3. On Android Devices
    • 5.6. Terms & Conditions
  • 6. XRACK
    • 6.1. Overview
    • 6.2. Price List
    • 6.3. Backup Options
  • 7. XVOICE
    • 7.1. Price List
    • 7.2. Telstra SIM Pricing
    • 7.3. Soft Clients
      • 7.3.1. Microsoft Teams
      • 7.3.2. GroundWire
      • 7.3.3. Microsip
    • 7.4. Resources
      • 7.4.1. Porting Process
      • 7.4.2. FreePBX VoiceMail Guide
      • 7.4.3. FreePBX Feature Codes
      • 7.4.4. User Guides
      • 7.4.5. Links
    • 7.5. Terms & Conditions
  • 8. XDEVICE
    • 8.1. Overview
    • 8.2. Price List
    • 8.3. XDEVICE – PC Care
    • 8.4. XDEVICE – Printer Care
    • 8.5. Maintenance Schedule
    • 8.6. Terms & Conditions
  • 9. XCLOUD
    • 9.1. Overview
    • 9.2. Price List
    • 9.3. XCLOUD – Basic
    • 9.4. XCLOUD – Enterprise
      • 9.4.1. Citrix Security Advantages
    • 9.5. Terms & Conditions
  • 10. X365
    • 10.1. Pricing
    • 10.2. Microsoft 365 NCE
    • 10.3. Features Explained
      • 10.3.1. System Requirements
    • 10.4. Security Benefits
    • 10.5. Features Matrix
    • 10.6. Licensing
    • 10.7. Exchange
    • 10.8. SharePoint Constraints
    • 10.9. Enable Microsoft MFA Procedure
    • 10.10. Shared Mailboxes
    • 10.11. Add Ons
      • 10.11.1. ProofPoint – ATP Replacement
      • 10.11.2. Cloud Drive Mapper (CDM)
    • 10.12. Terms & Conditions
  • 11. XVAULT
    • 11.1. Overview
    • 11.2. XRACK Disaster Recovery Protocol (DRP)
  • 12. XFORCE
    • 12.1. Overview
    • 12.2. Price List
    • 12.3. XNET – Security Division
      • 12.3.1. XNETSecure
      • 12.3.2. Cisco Umbrella
    • 12.4. XVAULT
    • 12.5. XACCESS
      • 12.5.1. Introduction
      • 12.5.2. Client Administrators
      • 12.5.3. User Registration Process
      • 12.5.4. User Usage Instructions
  • 13. XPARTS
    • 13.1. Overview
    • 13.2. Equipment Procurement Service
    • 13.3. File & Data Management Solutions
      • 13.3.1. FileCloud
  • 14. LIVE PERFORMANCE METRICS
    • 14.1. Overview
    • 14.2. Net Promoter Scores
      • 14.2.1. NPS – XSTRA Overall
      • 14.2.2. NPS – By Brand
      • 14.2.3. NPS – By Client
      • 14.2.4. What are Net Promoter Scores?
      • 14.2.5. What is a GOOD NPS result?
      • 14.2.6. Industry Averages for NPS
    • 14.3. XREPORTS
    • 14.4. Tickets
      • 14.4.1. Average Handling Time
      • 14.4.2. First Call Resolution
  • 15. XCRM
    • 15.1. Preamble
    • 15.2. Overview
    • 15.3. Version 5 Login
  • 16. XBOT
  • 17. NEWS
    • 17.1. 20211013 – 2021 Telecommunications Embargo
    • 17.2. 20210708 – MSP – Industry Best Practice Report
    • 17.3. 20210708 – COVID-19 – By The Numbers
    • 17.4. NEWS ARCHIVE
      • 17.4.1. Year 2020
        • 17.4.1.1. 20200930 – Telstra’s Own Network Misconfiguration Brings Down Protonmail
        • 17.4.1.2. 20200704 – COVID-19, The Ultimate Control Weapon
        • 17.4.1.3. 20200620 – FaceBook’s Latest Attack On Your Privacy
        • 17.4.1.4. 20200619 – Australia Targeted – Cyber attack targeting Australian networks
        • 17.4.1.5. 20200615 – A Bad Year So Far for Office 365 Uptime
        • 17.4.1.6. 20200610 – Widespread outage hits IBM Cloud
        • 17.4.1.7. 20200604 – Think Your Data In The Cloud Is Safe?
        • 17.4.1.8. 20200529 – XSTRA Protects XCARE Clients From Faulty Windows 10 Version Update
        • 17.4.1.9. 20200524 – Apple Still Spying On Customers
        • 17.4.1.10. 20200413 – 500,000 Hacked Zoom Accounts Given Away For Free On The Dark Web
        • 17.4.1.11. 20200325 – XSTRA’s COVID19 Business Continuity Plan
        • 17.4.1.12. 20200122 – XSTRA Supports Children with Kidney Disease

1.1. What’s New

Date Added Link and Description of New Content
20230105 Yealink User Guides have been added – XSTRA Themed
20220412 PayPal is no longer available as a payment method
20220401 Added information on Microsoft price increases and details on the new NCE billing system
20210527 Updated XRACK Calculator to include lower pricing for Clients
20210525 Minor change to wording to provide flexibility of invoices being sent by XSTRA to Clients to allow for an approximation regarding the 6th of each month rather than a hard limit
20210523 Service Disruption Notice
20210520 Add a list of our skill sets
20210429 Added a map for Clients to use when visiting us in our office at Toowong

Form1

Revision: 42
Last modified: Jan 04, 2023
1. WELCOME
2. CLIENT TESTIMONIALS

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