Last updated: 23 July 2026. View change log.

This Schedule describes how we deliver services to you and to End Customers under the Partner Agreement. It applies to all partners and all services unless a Partner Order expressly states otherwise.

1. Services Covered

  1. This Schedule applies to services we supply across:
    • IT Services;
    • Cloud Services; and
    • Web Services.
  2. The services available to you are those listed in our service catalogues and the schedules they reference, as updated from time to time.
  3. Not all services are suitable for resale or white-labelling in every case. Availability may depend on technical, security or Vendor constraints.

2. Delivery Models

  1. Direct delivery. Where we contract directly with an End Customer (for example under a Reseller model), we provide services and support directly to that End Customer.
  2. White-label delivery. Where you contract with End Customers:
    • we deliver services to you as an underlying provider;
    • services may be branded and presented as your own offering; and
    • support interactions may be handled by us, by you, or by a combination of both, as agreed operationally.
  3. The delivery model that applies is determined by the Partner Order and the nature of the service.

3. Support, Service Desk and Contact Channels

  1. Service desk coverage. Unless a Partner Order says otherwise, we provide Level 1, Level 2 and Level 3 support directly to End Customers on your behalf.
  2. Partner authority. You control all customer-facing contact details, branding and routing arrangements used for support services.
  3. Telephone routing. We may allocate a direct dial number for access to our service desk. You may arrange for calls to reach that number by:
    • presenting an alternative inbound number (including numbers obtained from third-party telecoms providers); and/or
    • forwarding or diverting existing numbers to the Cultrix number.
  4. Email routing. You may direct one or more support email addresses that you control (for example support@partnerdomain) into our ticketing system so that we can provide first-line support directly.
  5. Third-party dependencies. Telephone and email routing arrangements may rely on third-party telecoms or messaging providers, and may be subject to external constraints outside our control.
  6. Other channels. Support requests may also be submitted through portals or other channels we make available from time to time.

4. Onboarding and Service Activation

  1. We onboard services in accordance with the applicable onboarding schedule or process we publish.
  2. You must provide the accurate and complete information required for onboarding within reasonable timeframes.
  3. Incomplete information, unsupported environments or End Customer actions may delay service activation.

5. Service Changes and Requests

  1. You must request changes to services, including upgrades, downgrades or configuration changes, through the agreed support channels.
  2. Some changes may be subject to additional charges, Vendor lead times or revised commitments.
  3. We may decline or defer requests that fall outside supported service scope.

6. Out-of-Scope Work

  1. Unless a service description or Partner Order expressly includes it, the following is out of scope:
    • bespoke development or customisation;
    • work on unsupported or legacy systems;
    • extensive data remediation or correction;
    • third-party systems we do not supply or manage; and
    • work required due to End Customer-caused incidents.
  2. We may decline out-of-scope work or quote for it separately.

7. Service Availability and Dependencies

  1. Service availability may depend on:
    • internet connectivity;
    • third-party platforms;
    • Vendor services and APIs; and
    • End Customer environment readiness.
  2. We are not responsible for failures caused by dependencies outside our reasonable control.

8. Suspension and Refusal of Service

  1. We may suspend or refuse to provide services where:
    • you or an End Customer breach applicable terms;
    • invoices remain unpaid;
    • security risks are identified; or
    • continued delivery would expose us to unreasonable risk.
  2. Where practical, we will give notice and an opportunity to put things right before suspending.