Last updated: 23 July 2026. View change log.

This Schedule is part of the Cloud Master Services Agreement between you and Cultrix Limited (“Cultrix”, “we”, “us”). It describes the scope, responsibilities and limits 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 set out which of these services you are buying, and any resource limits or user counts.

2. Remote Desktop / Virtual Desktop environments

  1. Where you buy 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 the 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 because of platform issues.
  3. You are responsible for:
    • managing which users are allowed to access the remote desktop environment;
    • making sure the 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 we can grant or revoke access.

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 that affect application launch.
  2. You are responsible for:
    • licensing the application correctly (unless we supply the licence 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 buy 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
    • give you access methods 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;
    • keeping any third-party plugins, modules or themes up to date;
    • performance tuning within your code and database; and
    • meeting the legal and regulatory requirements that apply 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 us and our suppliers and are not offered on a self-managed basis.

5. Resource allocation and limits

  1. Your Order or quotation will set out:
    • the number of users or sessions for Remote Desktop / Virtual Desktop environments;
    • the number and size of virtual servers and databases you can 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) applies to your Cloud Services, you must comply with it.

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 apply 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 make sure 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:
    • deciding 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
    • making sure the 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 make the agreed changes within a reasonable timescale, we may apply temporary restrictions or remediation steps to protect the platform.

8. Exclusions

  1. Unless your Order includes it explicitly, 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 (we handle these 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.