> ## Documentation Index
> Fetch the complete documentation index at: https://docs.macstadium.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Shared User Responsibility Guide for MacStadium Customers

> Responsibility framework for MacStadium + Citrix SP deployments: who owns infrastructure, Citrix integration, and end-user applications, clearly defined.

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

### MacStadium Responsibilities

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

#### Provisioning and Infrastructure

* Supply dedicated Apple hardware (bare metal) or virtualized Orka environments.

* Install base macOS image.

* Configure and maintain networking, power, and data center infrastructure.

#### 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.

#### Support Boundaries

* Citrix VDA configuration, SSO setup, and customer application support

* User account management or customer data/application troubleshooting.

### Citrix Service Provider (CSP) Responsibilities

The [CSP](https://www.citrix.com/buy/partnerlocator/) acts as the integration and application layer, making MacStadium systems usable in a VDI context. Responsibilities include:

#### 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).

#### Identity and Access Integration

* Configure Single Sign-On (SSO) and identity provider integrations.

* Set policies for authentication, authorization, and session security.

#### 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.

#### 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.

### Customer Responsibilities

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

#### User Management

* Manage your organization’s user accounts, entitlements, and workspace assignments.

* Define security and compliance requirements.

#### 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).

#### 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.

#### 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.

### Escalation Flow (Who to Call First)

* Hardware/OS access issues (machine won’t boot, locked FileVault, no console access): [Contact MacStadium](mailto:support@macstadium.com)

* Citrix session/login/SSO problems (users can’t connect, profiles failing, Citrix policy issues): Contact Citrix Service Provider. MacStadium currently partners with [Whitehat](https://whitehatvirtual.com/) 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