Acceptable Use Policy

Document ID: LEG-006 | Version: 1.0 | Status: Active

Purpose

This Acceptable Use Policy (AUP) explains how Troubleshoot IT services, systems and platforms may be used.

The purpose of this policy is to:

• protect customers;
• protect Troubleshoot IT;
• maintain reliable services;
• promote safe and responsible use of technology;
• support compliance with Australian law.

This policy applies to all users of Troubleshoot IT products and services unless otherwise agreed in writing.

Scope

This policy applies to the use of:

• Troubleshoot IT website
• Customer Portal
• Business Manager
• Assured Platforms
• Learning Platform
• Support Portal
• Remote Support Services
• Cloud Services
• AI Services
• Managed IT Services
• Microsoft 365 environments managed by Troubleshoot IT
• Apple Business Manager environments managed by Troubleshoot IT
• Any future online services provided by Troubleshoot IT

Our Philosophy

Technology should help people become more confident, independent and connected.

We expect everyone using our services to act lawfully, respectfully and responsibly.

This policy exists to protect both our customers and the wider community.

Acceptable Use

Customers may use our services for lawful business, educational and personal purposes.

Examples include:

• requesting support
• learning technology
• managing business systems
• collaborating with others
• accessing cloud services
• managing devices
• communicating with Troubleshoot IT

Prohibited Activities

Users must not use our services to:

• break the law;
• harass, threaten or abuse others;
• distribute malware;
• attempt unauthorised access to systems;
• interfere with network security;
• distribute spam;
• send phishing emails;
• host illegal content;
• infringe copyright;
• upload malicious software;
• perform denial-of-service attacks;
• impersonate another person;
• bypass security controls;
• misuse AI systems.

Security

Users must:

• protect passwords;
• enable multi-factor authentication where available;
• keep devices updated;
• report suspected security incidents promptly;
• avoid sharing accounts;
• log out of shared devices.

Where Troubleshoot IT manages customer systems, customers agree to work with us to maintain reasonable security standards.

Customer Responsibilities

Customers are responsible for:

• maintaining accurate account information;
• ensuring authorised users understand this policy;
• protecting confidential information;
• complying with software licence agreements;
• complying with applicable laws.

Remote Support

When providing remote support:

• customers remain responsible for their own data;
• customers should maintain backups unless backup services are included;
• customers should close confidential information not relevant to the support session where practical;
• customers may observe the support session at any time.

Troubleshoot IT will only access systems necessary to perform the requested work.

Artificial Intelligence

Where AI features are provided, users must not:

• generate unlawful content;
• infringe intellectual property rights;
• deliberately generate harmful or deceptive material;
• attempt to manipulate or compromise AI systems;
• use AI services to harass or discriminate against others.

AI-generated content should be reviewed by the user before relying upon it.

Troubleshoot IT does not guarantee the accuracy of AI-generated outputs.

Learning Platform

Users of the Learning Platform must not:

• copy or redistribute copyrighted learning material without permission;
• share paid content outside permitted users;
• remove copyright notices;
• upload inappropriate material;
• disrupt learning activities.

Intellectual Property

All software, documentation, templates, graphics, learning resources and other material remain the intellectual property of their respective owners unless otherwise agreed.

Users may not reproduce or distribute Troubleshoot IT material without permission.

Privacy

Users must respect the privacy of others.

Information obtained through our services must not be used unlawfully or without appropriate authorisation.

Personal information is handled in accordance with the Troubleshoot IT Privacy Policy.

Monitoring

Where permitted by law, Troubleshoot IT may monitor the use of its systems to:

• protect security;
• investigate incidents;
• maintain service quality;
• detect misuse;
• comply with legal obligations.

Monitoring is conducted responsibly and only where reasonably necessary.

Suspension of Services

Troubleshoot IT may suspend or restrict access where:

• this policy is breached;
• security is at risk;
• unlawful activity is suspected;
• payment obligations are significantly overdue;
• continued access may affect other customers.

Where practical, customers will be notified before suspension.

Reporting Security Issues

Customers are encouraged to report suspected:

• security incidents;
• phishing;
• compromised accounts;
• vulnerabilities;
• suspicious activity.

Reports should be made as soon as reasonably practicable.

Consequences of Breaches

Depending on the seriousness of the breach, Troubleshoot IT may:

• provide a warning;
• require corrective action;
• temporarily suspend services;
• permanently terminate services;
• report unlawful activity to appropriate authorities;
• seek recovery of losses where permitted by law.

Relationship to Other Documents

This policy should be read together with:

• LEG-001 Terms and Conditions
• LEG-002 Privacy Policy
• LEG-003 Service Agreement
• LEG-005 Managed Services Standard

Review Schedule

This policy should be reviewed:

• annually;
• following major security incidents;
• following legislative changes;
• before introducing significant new online services.

Golden Rule

Use technology in a way that is lawful, respectful and helps create a safe environment for everyone.

If an action could place another person, their information or their systems at risk, it is not acceptable.