Service Level Statement

Backup and File Sharing Services

 

Data Centre Information

Cloud File Backup

  1. i360 Cloud Backup uses Amazon Web Services's DataCentre in Sydney. 

  2. No AWS geo-replication of data is in place.

Cloud File Share and Office365 Email Backup

  1. i360 Cloud Backup uses Microsoft's Azure DataCentre in Sydney

Security

  1. Data access is via SSL / TSL

  2. Data is password protected at all times

Cloud File Sharing​

  1. Users are able to restore previous versions of files and folders stored within i360 Cloud Backup.

  2. i360 Cloud Backup keeps up to a minimum of 500 previous versions of your files at all times.

  3. If files are deleted from within the App or Desktop environment they are able to be restored.

  4. If users purge data from within the i360 Cloud Backup portal those purged files or folders will not be able to be restored.

  5. Deleted files will be able to be restored anytime within 30 days of the file being deleted unless files are purged by you.​ This timeframe can be extended by requesting our helpdesk increase the time deleted files are kept prior to purging.

  6. The use of i360 Cloud Cloud File Sharing service means users agree to the Microsoft Office365 Terms and Conditions.

  7. A minimum of two user accounts are required to be setup and invoiced for the Cloud File Sharing service.

Cloud File Backup

  1. Backup schedules and file selections are controlled and managed by the user of the account.

  2. All i360 Cloud Backup passwords are set by the user of the account. i360 recommends the use of passwords with at least 8 characters, both alpha and numeric with at least one capital letter and one "special" character like * or ^

  3. If files are not included in the user created backup job the files will not be backed up to i360 Cloud Backup.

  4. If i360 Cloud Backup staff assist clients in setting up a backup job and associated file selections it is still the client's responsibility to ensure that the files they wish to backup are selected.

  5. In no way does i360 Cloud Backup accept liability associated with incorrect backup job file selections.

  6. The use of i360 Cloud Backup service means users agree to the Amazon Web Services Terms and Conditions.

  7. A free allocation of 100GB of restored data downloads are provided. Additional data downloads may incur additional fees.

I360 Cloud Security – PC and Mobile Device Security

  1. i360 Cloud Security is a service whereby we use cloud based security tools to monitor and patch PCs .

  2. ​If we detect an issue with any of the PCs we manage we proactively resolve the security issue via the cloud based tools. If we cannot complete this remotely some changes will be needed to be made to your PC. If this is the case and local PC changes are needed then additional fees may be charged.

  3. The cloud based technology we use to secure your PCs does have remote access capabilities. However, these are never used and disabled. I360 Cloud Directors have control of this feature and have disabled it for I360 staff operating the service.

  4. By default when you install the mobile protection software a location detection features is enabled. This is to allow you to locate your phone if it is lost or stolen. We are able to detect the phone's location (with your permission). However, you are able to disable this function by disabling "location" in the app's permission settings.

 

 

I360 Cloud Phones

 

Billing

 

  1. Services charged in advance are;

    1. Phone lines

    2. Phone numbers

    3. Cloud phone system hosting

    4. Technical Support and account Management fees - on all lines and numbers

    5. Setup fee is charged in advance of any setup work

  2. Services charged in arrears are;

    1. All flag-fall and timed call costs

    2. Technical Support and account Management fees - on all call costs

  3. First invoice at service activation will include:

    1. Setup fee

    2. First month of fixed plan costs (both numbers and lines)

    3. Pro-rata hosting fee

    4. Technical Support and account Management fees - on all lines and numbers

  4. Second invoice on the 15th of the month (first monthly invoice) will include

    1. Credit for first month of fixed plan costs (both numbers and lines)

    2. Credit for first month of Technical Support and account Management fees - on all lines and numbers

    3. Call charges (flag-fall and timed) from first month

    4. Active plans (lines/numbers) for second month

    5. Active plans (lines/numbers) for third month

  5. Ongoing invoices on the 15th of each month will include

    1. Active plans (lines/numbers) one month in advance

    2. Hosting fee in advance

    3. Technical Support and account Management fees - on all lines and numbers in advance

    4. Call charges (flag-fall and timed) in arrears

  6. Additional annual fees apply if clients require more than 8 phone lines.

 

Requirements 

  1. PCs must be running Windows 7 or newer

  2. Macs must be running OSX or newer 

  3. i360 Cloud Services will provide compatible handsets. Other handsets will not be supported.

  4. Reliable Internet services including ADSL, NBN and 4G.

  5. Internet speed will depend on the number of lines required. We are able to provide specific recommendations on request but a simple guide follows.

    Concurrent Lines                     Upload bandwidth
    5                                                    0.5Mbps
    10                                                  1Mbps
    15                                                   1.5Mbps

     

Technology

  1. Third parties include Aatrox, 3CX, Amazon Web Services and Yealink handsets.​

  2. Aatrox is a SIP service provider and provides all call related functionality including all reporting. i360 Cloud Services is able to provide Aatrox produced reports showing your call activity to verify billing information.
     

Office365 Management

Service Overview

  1. Office365 is a service whereby i360 manages your Office365 Tennant on your behalf and invoices for the management and the Office365 licenses each month.

  2. Microsoft will provide all support associated with non-functioning aspects of the Office365 service. Innovation360 only provides management services. For example, adding or removing mailboxes, creating distribution groups, adding aliases to mailboxes or activating services like OneDrive.

Cloud App Security

  1. Cloud Application Security (CAS) technologies used to protect Office365 mailboxes from viruses and malware and our Office365 Mailbox backup service do require us to have a global administrator user account setup within your Office365 Tenancy which means we have access to make changes within your Office365 Tenancy including changing passwords or adding/removing mailboxes.

 

Office365 Email and OneDrive Backups

  1. Backups are retained indefinitely

  2. There are no storage limits for the storage of backups

  3. The use of Office365 Backup service means users agree to the Microsoft Azure Terms and Conditions as all backed up data is stored with Microsoft's Australian Azure DataCentre.

  4. i360 Cloud Backup requires access to a global administrator account within the client's Office365 tenant to setup and manage the email backups.

  5. Clients can either request i360 to restore emails for them or i360 can setup an account within their Office365 tenant that has restore privileges for all mailboxes. The accounts that are setup to perform the restores (including i360) cannot see email content but can read email subjects.

  6. i360 Cloud cannot view your user account passwords.​

 

Office365 Data Privacy

  1. Microsoft has an Office365 privacy policy which you agree to when using the Office365 service.

  2. i360 Cloud staff will have access to clients' Microsoft Tenants at all times to provide management and support services. In some instances it is possible that we may be able to view emails within mailboxes but this is against our internal policies and will not be done without your permission.​

 

Minimum usage

 

  1. A minimum of two user accounts (Mailboxes/MS Office licenses) is required to use Office365 products via i360 Cloud services.

  2. A minimum of 10 licenses are required to use the Cloud AntiVirus/Email Security Add-on if not combined with any other license/service type (eg. email mailboxes)

Microsoft License Agreement

We acknowledge that any Microsoft software or licenses we provision to you our client are subject to the vendor agreements associated with that software or those services and you agree to be bound by the relevant vendor agreements where applicable.Details about Microsoft software and license terms can be found at https://www.microsoft.com/en-us/licensing/product-licensing/products.aspx11.2.

 

By agreeing to this Usage Agreement you acknowledge that you enter and comply with the terms of the Microsoft Customer Agreement titled Microsoft Cloud Agreement or such other similar agreement as notified from time to time.

A copy of the Microsoft Cloud Agreement can be downloaded here.

 

 

 

General

Data Privacy

Cloud Phones - 3CX privacy statement

i360 Privacy Policy

​​​Support

  1. The i360 Cloud Backup support team is available during business hours to provide support

  2. FAQs and Helpsheets are available on the i360 Cloud Backup website

  3. Email support is provided in relation to the use of the software

  4. Emails are responded to within 24 hours of submission on standard business days.

  5. From time to time i360 Cloud Backup will advertise short maintenance windows where data may not accessible. These maintenance windows will be kept to a minimum to avoid disruption to your service.

  6. Microsoft will provide all support associated with non-functioning aspects of the Office365 service. Innovation360 only provides management services. For example, adding or removing mailboxes, creating distribution groups, adding aliases to mailboxes or activating services like OneDrive.​

  7. All support requests are attended to at $165 inc GST per hour

  8. Proactive patching via the Comodo One platform is not charged for. We will monitor and ensure your PC security components are functioning as they should be for the monthly subscription. 

  9. If changes are required to your PC to allow Comodo One to complete the security patching additional fees may apply.

  10. Cloud Application Security (CAS) technologies used to protect Office365 mailboxes from viruses and malware and our Office365 Mailbox backup service do require us to have a global administrator user account setup within your Office365 Tenancy which means we have access to make changes within your Office365 Tenancy including changing passwords or adding/removing mailboxes.

Contact us on 1800 382 580 or online

Level 5, 20 Bond Street, Sydney  NSW  2000
 

Privacy Policy     Usage Agreements