This Schedule forms part of the Cloud Master Services Agreement and describes the scope, responsibilities and limitations relating to Hosting and Remote Desktop Services.

1. Service scope

  1. Services under this Schedule may include:
    • Remote Desktop Services (RDS) or similar session-based environments;
    • virtual desktops or “full desktop” environments for users;
    • published applications accessed over Remote Desktop or similar technologies;
    • website and web application hosting on Windows or Linux platforms;
    • line-of-business application hosting (for example accounting or CRM systems); and
    • supporting services such as file shares or application databases.
  2. Your Order will specify which of these services you are purchasing and any resource limits or user counts.

2. Remote Desktop / Virtual Desktop environments

  1. Where you purchase Remote Desktop or Virtual Desktop Services, we will:
    • provision remote desktop servers, virtual desktops or session hosts to the agreed specification;
    • configure standard user profiles, policies and access to agreed applications;
    • enable access via supported client software over secure protocols; and
    • apply standard security baselines and updates to the RDS or virtual desktop servers.
  2. We will:
    • monitor the health of the RDS or virtual desktop servers;
    • manage capacity at the server level (for example adding or removing session hosts where agreed); and
    • investigate incidents where users cannot connect or sessions are failing due to platform issues.
  3. You are responsible for:
    • managing which users are allowed to access the remote desktop environment;
    • ensuring endpoints used to connect (PCs, laptops, thin clients) are secure and supported;
    • any application-specific training or processes for your staff; and
    • telling us promptly when users join or leave, so access can be granted or revoked.

3. Published applications

  1. Where applications are published through Remote Desktop or similar technologies:
    • we will install and update the application on the server as agreed;
    • we will make the application available to authorised users in the remote environment; and
    • we will troubleshoot platform and connectivity issues affecting application launch.
  2. You are responsible for:
    • licensing the application correctly (unless the licence is supplied by us as part of the service);
    • providing any necessary vendor support contracts for line-of-business applications; and
    • working with the application vendor where issues relate to application design or defects.

4. Website and web application hosting

  1. Where you purchase website or web application hosting, we will:
    • provide a hosting environment on the agreed platform (for example Linux/PHP, Windows/.NET);
    • provision the agreed number of sites, instances or containers;
    • apply standard security baselines at the platform level; and
    • provide access methods for you to deploy and manage your code (for example SFTP, Git or control panel access).
  2. We will:
    • monitor the underlying hosting platform for availability;
    • manage server-level updates and security patches for the hosting platform; and
    • respond to incidents where the hosting platform is unavailable.
  3. You are responsible for:
    • deploying, securing and maintaining your own website or application code;
    • ensuring any third-party plugins, modules or themes are kept up to date;
    • application performance tuning within your code and database; and
    • complying with legal and regulatory requirements relating to the content you host.

Shared hosting accounts provide cPanel access only. WHM access is available only on dedicated web servers, where the server is isolated to your organisation. Remote Desktop Services environments are always fully managed by Cultrix and our suppliers and are not offered on a self-managed basis.

5. Resource allocation and limits

  1. Your Order or quotation will define:
    • the number of users or sessions for Remote Desktop / Virtual Desktop environments;
    • the number and size of virtual servers and databases you are entitled to use;
    • the amount of storage included for your workloads; and
    • any bandwidth or data transfer allowances.
  2. We may apply reasonable technical limits (for example CPU, RAM or I/O constraints) to keep the service stable for the platform as a whole, whether your services run on shared or dedicated infrastructure. Where you regularly exceed the limits of your current plan, we may recommend or require an upgrade to a more suitable resource tier.
  3. Where a Fair Use Policy (Annex D) is in place for Cloud Services, you must comply with that policy.

6. Internet access from hosted environments

  1. Remote Desktop and hosted workloads may have access to the internet through shared or dedicated routes, depending on your service design.
  2. We may implement web filtering, DNS filtering or other controls as part of your service. Where this is included, the relevant details will be set out in the applicable Service Schedule or Order.
  3. You must ensure that your users do not use internet connectivity from the Cloud Platform for unlawful or abusive purposes, including:
    • sending spam or unsolicited bulk email;
    • running open mail relays or anonymous proxies;
    • hosting illegal, harmful or offensive content; or
    • attempting to attack or compromise third-party systems.

7. Customer responsibilities

  1. You remain responsible for:
    • defining which users should have access to which services;
    • managing user accounts and permissions in line with your internal policies;
    • configuring and maintaining your Customer Applications and websites;
    • providing any necessary application licences and vendor support; and
    • ensuring endpoint devices used to connect to the Cloud Services meet reasonable security standards.
  2. If we identify that your usage patterns or configuration are causing service degradation or security risks, we will work with you to address them. If you do not implement agreed changes within a reasonable timescale, we may apply temporary restrictions or remediation steps to protect the platform.

8. Exclusions

  1. Unless expressly included in your Order, this Schedule does not cover:
    • bespoke application development;
    • deep performance tuning of your code or databases;
    • search engine optimisation (SEO), marketing or design services;
    • major data migrations into or out of the platform; or
    • complex multi-site or multi-region architectures (these are handled as projects).
  2. We are not responsible for failures caused by:
    • defects in your application code;
    • unsupported or end-of-life software you choose to run; or
    • third-party services or providers outside our control.