Schedule 1 – IT Support Services

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• Schedule 1 – IT Support Services

This Schedule forms part of the IT Master Services Agreement and describes the scope, responsibilities and limitations relating to IT Support.

IT Support provides steady, day-to-day help for users and systems, delivered primarily by our remote Service Desk using our monitoring and management tools.

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

This Schedule should be read together with Annex B (Acceptable Use Policy) and Annex D (Fair Use Policy), which apply to all Services that include Service Desk access.

1. Service scope

1. IT Support covers:
   • supported users, devices and systems recorded 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. IT Support is delivered remotely during Business Hours via:
   • our Service Desk email address and/or portal;
   • telephone;
   • secure remote access tools installed on supported devices.
3. On-site visits, projects and larger changes are handled under separate arrangements (for example, Out-of-Agreement or project work).

Note: Where customers have fewer supported endpoints than licensed cloud users, RDS users, VOIP phones, mobiles, tablets, hosting accounts or domains, additional charges may apply for the extra items. This ensures the Service Desk footprint reflects the environment being supported.

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 in use.

In practice, this typically includes current, vendor-supported versions of:

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

Where a device runs an operating system or version that falls outside our RMM platform’s supported matrix, we may limit support or require an upgrade before we can provide full management.

3. Software management and patching

Our patching and software management covers:

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

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

Where software does not support unattended, scripted installation or updates, patching may require manual intervention or may be outside the scope of 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 coordinate with our monitoring and SOC partners when responding to security events.

5. Included activities

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

• diagnosis and resolution of 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 documented as in-scope;
• user account administration (for example password resets, account enable/disable);
• configuration of email on supported devices, where technically feasible;
• basic printer and peripheral troubleshooting;
• routine checks and housekeeping tasks 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 expressly agreed otherwise in writing, IT Support does not include:

• project work such as migrations, major upgrades or large-scale changes;
• development or customisation of 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;
  • The Patch package does not include Service Desk access. Cloud management, device management, hosting management or domain/DNS management may be purchased standalone if required.
• 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;
  • operating your line-of-business applications on your behalf (for example processing payroll or entering data).
• changes that fall under Patch Management, Monitoring, Backup or Security Services, which are covered in separate Schedules;
• formal training courses or structured end-user training.

Issues Caused by Customer Changes

Support does not include the diagnosis or repair of issues resulting from customer-initiated changes, such as administrative configuration changes, installation or removal of software, alterations to security settings, or replacement of routers or other network equipment without prior communication. Where remediation is required, this work may be carried out as chargeable consultancy.

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

We may still choose to assist with excluded activities at our discretion. Where we do so, this 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 come on board 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 frequently on request, on Guardian.

These reviews help ensure that your IT estate, security posture and support arrangements remain appropriate as your organisation changes.

8. Service Desk entitlements by package

The following activities are included via 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 remain standalone and are referenced 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 and covers:
   • creation of user accounts in in-scope systems (for example Microsoft 365 or Google Workspace);
   • assignment of agreed licences and security policies;
   • setup of email, basic applications and access to agreed systems;
   • adding users to relevant groups and mailing lists.
2. Offboarding users. Included on all support packages and covers:
   • disabling or removing accounts;
   • adjusting licences in line with your instructions;
   • securing or transferring data in accordance with your policies.
3. Onboarding new devices.
   • Onboarding new devices may be subject to a setup charge, particularly for full build or re-build activities.
   • Where customers have appropriate licensing, we will typically configure Windows Autopilot or equivalent tooling as part of the initial setup so that future device deployments can be automated where possible.

10. Prioritisation and target times

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

In summary:

• Urgent - extremely serious impact, such as complete loss of service or a halted business function.
• High - significant impact, but the business function can still operate in a limited way.
• Normal - an issue with limited impact, often affecting a single user or component with workarounds available.
• Low - service and information requests, or issues with negligible impact.

Target response and update times for working hours and non-working hours are detailed in the Prioritisation and Target Times and related rates documents, which are maintained separately so they can be updated 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 intended for critical issues only. The availability, rates and target times for out-of-hours work are described in our standalone Rates and Responses documents, which remain separate from these terms and are referenced 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 require a response during non-working hours must be logged by telephone, through the published out-of-hours process, to ensure they are picked up promptly.

12. Customer responsibilities specific to IT Support

1. You must ensure that:
   • users follow reasonable security, password and MFA practices;
   • only authorised staff request changes that could affect security, access rights or licensing;
   • you maintain appropriate backups for systems not covered by our Backup and Recovery Services;
   • we are informed promptly of staff joining, leaving or changing roles;
   • we are informed of any planned changes to your environment that might affect supportability.
2. Where we advise that a change or upgrade is required to maintain supportability (for example replacing an unsupported operating system), you are responsible for acting 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 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.