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This shared responsibility framework is designed to provide clarity and transparency for customers utilizing MacStadium infrastructure with a Citrix Service Provider. The model explicitly defines responsibilities across infrastructure, Citrix integration, and end-user applications, assigning ownership to MacStadium, a Citrix Service Provider, or the customer, and delivers:
  • Accelerated problem resolution
  • Constructive, blame-free incident analysis
  • Well-defined support expectations from day one

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MacStadium Responsibilities

MacStadium provides the infrastructure and foundational macOS environment. Responsibilities include:

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Provisioning & Infrastructure

  • Supply dedicated Apple hardware (bare metal) or virtualized Orka environments.
  • Install base macOS image.
  • Configure and maintain networking, power, and data center infrastructure.

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Data Center Technician (DCT) Support

  • Remote-hands services: hardware diagnostics, drive reimaging, hard resets, KVM console access.
  • Assist with FileVault unlock or system recovery when the machine is in an inaccessible state.
  • Replace or repair failed hardware components as required.

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Support Boundaries

  • Citrix VDA configuration, SSO setup, and customer application support
  • User account management or customer data/application troubleshooting.

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Citrix Service Provider (CSP) Responsibilities

The CSP acts as the integration and application layer, making MacStadium systems usable in a VDI context. Responsibilities include:

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Citrix Stack Deployment

  • Install and configure Citrix Virtual Delivery Agent (VDA) on MacStadium systems.
  • Set up Citrix Cloud or DaaS components needed for user sessions.
  • Manage licensing and entitlement of Citrix software (if part of their agreement).

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Identity & Access Integration

  • Configure Single Sign-On (SSO) and identity provider integrations.
  • Set policies for authentication, authorization, and session security.

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Optional Application/Service Integration

  • Install and configure additional applications as contracted (e.g., developer IDEs, browsers, multimedia tools).
  • Tune Citrix HDX policies and Workspace app configurations for performance.

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Support Boundaries

  • Responsible for troubleshooting Citrix VDA sessions, connection failures, and policy/application misconfigurations.
  • Not responsible for underlying Mac hardware or network failures (These are to be directed to MacStadium).
  • Not responsible for customer-owned application setup unless contracted.

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Customer Responsibilities

The customer owns the user experience and business applications that run on top of the Citrix + MacStadium environment. Responsibilities include:

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User Management

  • Manage your organization’s user accounts, entitlements, and workspace assignments.
  • Define security and compliance requirements.

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Application Layer

  • Configure and manage end-user applications not installed by CSP.
  • Provide licenses for customer-owned apps.
  • Ensure application-level support (bug reports, vendor escalations).

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Operational Use

  • Train and support end users in accessing Citrix desktops and applications.
  • First-line help desk support for user password resets, lost access, and business application issues.

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Escalation

  • Direct hardware or system-level issues to MacStadium.
  • Direct Citrix platform/session/application delivery issues to CSP.
  • Handle end-user business application and process issues internally per your organization’s existing policies.

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Escalation Flow (Who to Call First)

  • Hardware/OS access issues (machine won’t boot, locked FileVault, no console access): Contact MacStadium
  • Citrix session/login/SSO problems (users can’t connect, profiles failing, Citrix policy issues): Contact Citrix Service Provider. MacStadium currently partners with Whitehat for CSP services.
  • End-user app or business workflow issues (bug in IDE, build tool failing, team-specific config): Contact your organization’s IT/Application team