Schedule 1 – IT Support Services

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Last updated: 23 July 2026. View change log.

This Schedule forms part of the IT Master Services Agreement between you and Cultrix Limited (“Cultrix”, “we”, “us”), and sets out the scope, responsibilities and limits that apply to IT Support.

IT Support gives your users and systems steady, day-to-day help. We deliver it mainly through our remote Service Desk, using our monitoring and management tools.

Not every activity described here will apply to you. IT Support only covers the services and packages set out in your Order.

Read this Schedule together with Annex B (Acceptable Use Policy) and Annex D (Fair Use Policy), which apply to every Service that includes Service Desk access.

1. Service scope

1. IT Support covers:
   • the users, devices and systems we hold in our asset records;
   • incidents (things that have broken or are not working as expected);
   • service requests (reasonable changes and standard tasks);
   • general advice and “how do I” questions about supported systems, within sensible limits.
2. We deliver IT Support remotely during Business Hours through:
   • our Service Desk email address and/or portal;
   • telephone;
   • secure remote access tools installed on supported devices.
3. We handle on-site visits, projects and larger changes under separate arrangements (for example Out-of-Agreement or project work).

Note: Where you have fewer supported endpoints than licensed cloud users, RDS users, VOIP phones, mobiles, tablets, hosting accounts or domains, we may charge extra for those additional items. This keeps the Service Desk footprint in line with the environment we support.

2. Supported platforms

IT Support is built around our remote monitoring and management (RMM) agent and related tools. We support devices where our chosen RMM platform officially supports the operating system and version you are running.

In practice, this usually means current, vendor-supported versions of:

• Windows desktop (for example Windows 10 and Windows 11);
• Windows Server (for example 2012 and later, where Microsoft still supports it);
• macOS (current supported releases);
• mainstream Linux distributions on x64 and ARM64 architectures.

Where a device runs an operating system or version outside our RMM platform’s supported matrix, we may limit support or ask you to upgrade before we can manage it fully.

3. Software management and patching

Our patching and software management covers:

• operating system updates for supported Windows, macOS and Linux platforms;
• common business applications supported by our chosen RMM and patch management tools; and
• custom patching for additional software, where this is technically feasible.

For macOS devices, we use suitable tooling (for example Super and RMMMax) to orchestrate updates and maintenance.

Where software does not support unattended, scripted installation or updates, patching may need manual work or may fall outside automated management.

4. Security agents on endpoints

On supported devices, we can deploy security agents as part of our Shield (EDR) and Guardian (EDR plus SOC/SIEM) offerings. This includes Linux systems where the relevant agents are supported. Where a device is covered by Shield or Guardian, IT Support will work with our monitoring and SOC partners when we respond to security events.

5. Included activities

Subject to the other terms of this Agreement, IT Support includes:

• diagnosing and resolving incidents on supported devices and systems;
• support for Microsoft Windows on supported devices;
• support for macOS on supported devices (within the scope of the standard macOS environment);
• support for Microsoft 365 applications where we manage your tenant;
• support for agreed line-of-business applications, where we have documented them as in scope;
• user account administration (for example password resets and enabling or disabling accounts);
• setting up email on supported devices, where this is technically feasible;
• basic printer and peripheral troubleshooting;
• routine checks and housekeeping that form part of our standard support process.

6. Excluded activities

To keep support focused and sustainable, some activities are outside the scope of IT Support. Unless we agree otherwise in writing, IT Support does not include:

• project work such as migrations, major upgrades or large-scale changes;
• developing or customising software or code;
• support for home equipment or consumer services not used for business;
• hardware repairs beyond basic diagnostics (for example board-level repairs);
• support for software or systems that are:
  • out of vendor support; or
  • unlicensed or pirated; or
  • not reasonably compatible with supported platforms.
• ongoing consultancy or design work for line-of-business systems (beyond reasonable troubleshooting);
• tasks that amount to doing your day-to-day work for you, such as:
  • creating or editing documents, presentations or email content;
  • designing spreadsheets, formulas or reports in applications such as Excel or reporting tools;
  • running your line-of-business applications for you (for example processing payroll or entering data).
• changes that fall under Patch Management, Monitoring, Backup or Security Services, which we cover in separate Schedules;
• formal training courses or structured end-user training.

Note: The Patch package does not include Service Desk access. You can buy cloud management, device management, hosting management or domain/DNS management standalone if you need them.

Issues caused by customer changes

Support does not include diagnosing or repairing issues that result from changes you make, such as administrative configuration changes, installing or removing software, altering security settings, or replacing routers or other network equipment without telling us first. Where remediation is needed, we may carry it out as chargeable consultancy.

Incidents affecting systems or services that are not covered by an appropriate Cultrix security, backup or business continuity service are handled on a best-efforts, chargeable basis, with no guarantee of recovery or zero downtime.

We may still choose to help with excluded activities at our discretion. Where we do, it will usually be on a time-and-materials basis at our then-current rates.

7. Technical account management and reviews

All of our support packages include a layer of technical account management to keep your environment aligned with good practice:

• Onboarding, System Audit and Report – carried out when you first join us, or when we take over a significant new environment;
• Initial Business Review – a structured review of your environment, risks and priorities;
• Strategic IT Review (QBR) – ongoing reviews, typically:
  • annually on Support;
  • quarterly on Support + Shield;
  • quarterly, or more often on request, on Guardian.

These reviews help make sure your IT estate, security posture and support arrangements stay appropriate as your organisation changes.

8. Service Desk entitlements by package

The following activities are included through the Service Desk on our support packages:

Full details of out-of-hours and on-demand rates and response targets are set out in separate documents, which stand alone and are referred to rather than reproduced here (including our Prioritisation and Target Times and Rates and Responses documents).

9. Onboarding and offboarding

1. Onboarding new users. Included on all support packages. It covers:
   • creating user accounts in in-scope systems (for example Microsoft 365 or Google Workspace);
   • assigning agreed licences and security policies;
   • setting up email, basic applications and access to agreed systems;
   • adding users to relevant groups and mailing lists.
2. Offboarding users. Included on all support packages. It covers:
   • disabling or removing accounts;
   • adjusting licences in line with your instructions;
   • securing or transferring data in line with your policies.
3. Onboarding new devices.
   • Onboarding new devices may attract a setup charge, particularly for full build or re-build work.
   • Where you have the right licensing, we will usually configure Windows Autopilot or equivalent tooling during initial setup, so we can automate future device deployments where possible.

10. Prioritisation and target times

We prioritise incidents by impact and urgency, using the definitions in our Prioritisation and Target Times document, rather than the wording of the ticket subject line. This helps make sure issues affecting critical services or larger groups of people are handled first.

In summary:

• P1 (Critical) – extremely serious impact, such as complete loss of service or a halted business function.
• P2 (High) – significant impact, but the business function can still operate in a limited way.
• P3 (Medium) – limited impact, often affecting a single user or component where a workaround is available.
• P4 (Low) – service and information requests, or issues with negligible impact.

Target response and update times for working hours and non-working hours are set out in the Prioritisation and Target Times and related rates documents, which we keep separate so we can update them without changing these terms.

SLA measurements exclude time when:

• we are waiting for information, approvals or access from you; or
• we are waiting for a response or action from a third party (for example a vendor or connectivity provider).

11. Out-of-hours support

Out-of-hours support is for critical issues only. Its availability, rates and target times are described in our standalone Rates and Responses documents, which stay separate from these terms and are referred to rather than reproduced here, including:

• Out-of-Hours Rates and Responses;
• On-Demand Rates and Responses;
• Out-of-Agreement Rates and Responses.

In general:

• out-of-hours support is not available with Patch-only services;
• out-of-hours support is available on a chargeable basis with Support;
• out-of-hours urgent incident support is included with Support + Shield and Guardian, subject to the conditions in the relevant rates documents.

Out-of-hours incidents that need a response during non-working hours must be logged by telephone, through the published out-of-hours process, so we pick them up promptly.

12. Customer responsibilities specific to IT Support

1. You must make sure that:
   • users follow reasonable security, password and MFA practices;
   • only authorised staff request changes that could affect security, access rights or licensing;
   • you keep appropriate backups for systems not covered by our Backup and Recovery Services;
   • you tell us promptly when staff join, leave or change roles;
   • you tell us about any planned changes to your environment that might affect supportability.
2. Where we advise that a change or upgrade is needed to keep something supportable (for example replacing an unsupported operating system), it is your responsibility to act on that advice. If you choose not to:
   • we may limit support for the affected systems; and/or
   • issues arising from unsupported systems may be excluded from our SLA commitments.

13. Changes to this Schedule

We may update this Schedule from time to time, for example to reflect changes in technology, best practice or the Services we offer. We will publish updated versions on our website and, for material changes, give you reasonable notice.