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 & 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 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 & 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
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