This Schedule forms part of the IT Master Services Agreement and describes the scope, responsibilities and limitations relating to administration and licensing support for cloud productivity platforms under Cultrix management.

These services include administration, configuration, licensing management, governance alignment, user lifecycle management, security controls, and ongoing support for supported cloud productivity tenants (for example Microsoft 365 and Google Workspace).

Cloud Productivity Platform Services are optional and only apply where they are included in your Order.

1. Service overview

Cloud Productivity Platform Services provide centralised management of your supported tenant(s), including user and licence administration, email and collaboration configuration, baseline security policies (where included in your package), and integration with incident, monitoring and backup tooling.

The service is designed to keep your cloud productivity environment secure, managed and aligned with your organisational needs.

2. In-scope services

The following administration activities are included unless otherwise stated:

  • User lifecycle management - creation, modification and removal of user accounts;
  • Licence assignment - assigning, removing and optimising licences in line with your subscription;
  • Email configuration - mailbox creation, forwarding, groups/distribution lists, shared mailboxes (where supported), and related settings;
  • Collaboration administration - workspace/team creation, membership changes and settings adjustments (for example Microsoft Teams or Google Chat/Spaces);
  • File and sharing configuration - permissions and sharing controls aligned to your business structure (for example SharePoint/OneDrive or Google Drive);
  • Baseline security & MFA - enforcing MFA and enabling/maintaining baseline security policies within the platform;
  • Conditional access / context-aware access (Support+Shield and Guardian, where supported) - creating and managing access policies;
  • Device compliance policies (where packages include these, and where supported by licensing);
  • Monitoring and alerts - linking your tenant to managed SaaS monitoring and native security alerting for automated security event monitoring;
  • Backup & retention - integration and monitoring of cloud-to-cloud backup for supported platforms (covered separately in the Backup and Recovery Schedule);
  • Tenant optimisation - best practice alignment around policies, permissions and data governance.

3. Supported environments

The service may apply to the following (as listed in your Order):

  • Microsoft 365 business and enterprise plans (including standalone components such as Exchange Online and SharePoint Online);
  • Google Workspace business and enterprise plans (including Gmail, Drive and related services);
  • Tenants linked to Cultrix for delegated administration (for example via partner/delegated access).

Where you obtain licences through Cultrix or an authorised cloud solution provider (CSP), we can typically manage licence assignment and optimisation directly. Where licences are sourced through a third party, administration may be limited depending on the permissions available.

4. Security configuration

Security configuration is delivered in line with your support package and the capabilities of the platform and licensing in use:

  • Support - MFA enforcement and baseline security settings;
  • Support + Shield - MFA, baseline security settings, access policy support (where supported), and device compliance policy support (where supported);
  • Guardian - MFA, enhanced policies, access policies (where supported), and SIEM/SOC integration.

Additional security work (for example advanced access rules, privileged access controls, or complex governance changes) can be provided but may be chargeable depending on complexity and licensing requirements.

5. User onboarding and offboarding

  • Onboarding includes account creation, licence assignment, MFA configuration and email setup;
  • Offboarding includes account disablement, data retention or transfer, licence adjustments and access review;
  • Additional actions (for example legal hold, data export or advanced eDiscovery) may be chargeable if not part of your plan or licensing.

Onboarding/offboarding of devices (rather than users) is covered in the relevant device support or patching schedules.

6. Licensing management

We manage licensing in accordance with your subscription. This includes:

  • assigning and reclaiming licences;
  • recommending optimisations to reduce unused or underused licences;
  • assisting with licence changes or renewals where licences are purchased through Cultrix or an authorised provider;
  • advising when licences are incompatible with required security features.

You remain responsible for purchasing licences and maintaining an active subscription unless otherwise agreed.

7. Monitoring and security alerting

To enhance your security posture, your tenant may be connected to:

  • SaaS monitoring platform - suspicious activity, failed logins, risky sign-in patterns and MFA anomalies;
  • Native security tooling (where available and included) - alerts about malware, phishing attempts and policy violations;
  • Security information and event management (SIEM) - event correlation across endpoints and cloud services;
  • Managed security operations centre (SOC) - triage and escalation (where included in your plan).

Responses to alerts are covered under the Incident Response Policy and, where appropriate, IT Support or Security Services Schedules.

8. Customer responsibilities

  • Maintain active licences for the supported platform(s) in use;
  • Ensure users follow MFA and password requirements;
  • Notify Cultrix of changes in staffing so accounts and licences remain accurate;
  • Avoid making tenant-level changes that may disrupt security or administration;
  • Inform us promptly of suspected compromise or unusual behaviour.

9. Service boundaries and exclusions

Cloud Productivity Platform Services do not include:

  • support for third-party add-ins or integrations unless explicitly agreed;
  • content creation or management (for example Teams channels/SharePoint pages or Drive folder structures beyond basic permissions);
  • line-of-business application support unless specified in another Schedule;
  • tenant-to-tenant migrations (available as projects);
  • licence purchasing (unless via an authorised provider under separate agreements);
  • security architecture, Zero Trust implementation, firewall rule design, segmentation work, policy creation, and any MDM/BYOD rollout, unless agreed as a chargeable project.

10. Changes to this Schedule

Cultrix may update this Schedule to reflect platform changes or best practice. Material changes will be communicated with reasonable notice.