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Hosted Desktop and Virtual Machine Terms

• Hosted Desktop and Virtual Machine Hosting are provided as Infrastructure as a Service (IaaS) products under the commonly accepted definition of such services
• Backup of your environment and any data it contains or configuration made, must be purchased separately, and is not included with your service unless specifically included in the product definition of the product you have purchased
• Services are hosted in a single geographic location located within New Zealand unless otherwise specified. No geographic redundancy is included as standard.
• Access to your IaaS products requires a working internet connection
• We do not guarantee or otherwise promise any given level of access, uptime or redundancy. You do not have any entitlement to any form of financial or other reimbursement if your IaaS service is unavailable to you for any length of time. We aim to delivery a minimum of 99.9% service reliability, but such aim does not offer any financial or other guarantee of any kind
• Our team members, and team members of trusted business partners we select, will have total and complete access to any data you provide and store with us as part of these services. Such access is at our sole discretion and subject to our Privacy Policy
• Only the IaaS services listed in your purchased product will be provided and no others. You may not assume any additional services are included.
• Labour or management services are not included unless specifically purchased
• Operating System licensing is provided for our hosted IaaS systems only, and were purchased only. This service is licensed only per IaaS device we provide with your purchase. This licensing cannot be used elsewhere, reused or resold under any circumstances. It does not belong to the customer in any sense, and remains our property at all times.
• We will provide the following services with your initial purchase:
  • Networking and IP Assignment
  • Initial installation of OS ordered by the customer, and licensing the OS if required.
  • Configuration of connectivity to server(s) for customer use on initial setup.
• We will take responsibility ongoing for:
  • Maintenance of hosting hardware layers
• We offer no other services. Any other service you require will be billed at standard rates
• We do not offer and take no responsibility for
  • Firewall services
  • Maintaining customer connectivity to server(s) after initial setup
  • Installation and availability of licensed software purchased
  • Installation of backup of customer files and folders located on any managed file server in the solution, or any other backup of any kind
  • Installation of monitoring software and ongoing monitoring according to standard rules
  • Monitoring backup status, sizes, completion rates or test restores
  • Monitoring or managing security software
  • Monitoring or managing any software issues on the server(s)
  • Remediating any issue with the service caused by any non-INF users poor choices. e.g. Malware, CryptoLocker, user data deletion or corruption
  • Installation of additional customer licensed software purchased elsewhere e.g. Accounting, Payroll, CRM etc.
  • Installation of additional freely licensing software
  • Security certificate provision, installation or management
  • Installation of security software
  • Patching of OS and OS provided software to the latest patch levels
  • Patching of any other software
  • Fixing any issue that arises that is not specifically limited to the virtual hosting platform. Anything from the OS/driver layer and up is not our responsibility.
  • Any other issue or request not specifically noted as our responsibility in either these terms, or the details of the product or service you have purchased
  • Any others software, hardware or license not specifically noted as our responsibility

• It is important to note that only services that meet the above requirements will be considered IaaS hosting services.
• Any other hosted IaaS service that does not meet the conditions and rules above will NOT be considered our responsibility.
• We may accept some responsibility for other services provided they have been clearly defined as part of a separate IaaS product purchase
• We may refuse undertake any labour based work we deem to be a security risk, improperly licensed or otherwise unsuitable for this environment
• You have the right to remove your data from our IaaS environment at any time while you remain a customer with an actively billed IaaS service with us. The method of removing this data is your responsibility to maintain, test and consume. We do not provide any guaranteed method of exit of data upon service cancellation.
• When you cancel your service, we reserve the right to immediately and irretrievably remove any data you have stored with us as part of your IaaS service.

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