a. Support Services will be supplied by itGenius Australia remotely via email, live chat, telephone or other appropriate medium such as screen-share or video conference.
b. The Customer will provide itGenius Australia with all necessary configuration information relating to the Customer’s current systems so far as it is necessary for itGenius Australia to perform the Support Services under this Agreement. This includes but is not limited to access to Customer’s IT systems, Routers & Network Equipment, Email Hosting Systems, DNS/Domain Name Management Console, Local computers. Where Customers’ IT systems are managed by a 3rd party, the customer will make all reasonable efforts to liaise with 3rd party service to allow staff of itGenius Australia to be granted access to these systems.
c. Outside of Cloud Services supplied by itGenius Australia, the Customer shall ensure that all software in use by it is fully licensed and that all software media is available should it be required by itGenius Australia.
d. Work is to be carried out exclusively during itGenius Australia business hours (AEST/AEDT 9am-5pm) unless otherwise scheduled by special arrangement. Delivery of Support Services outside these hours is reserved for Customers who opt for ‘Cloud Concierge Business’ subscription.
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