Schedule of Services - VDI

ACE CLOUD HOSTING – VIRTUAL DESKTOP SERVICES

This Service Schedule (“Schedule”) forms part of the Service Agreement entered into between Real Time Cloud Services, LLC, doing business as Ace Cloud Hosting (“ACE”), and the Customer. Capitalized terms not defined herein shall have the meanings assigned to them in the Agreement.

1. SCOPE OF SERVICES

ACE shall provide Desktop-as-a-Service (DaaS) / Virtual Desktop Infrastructure (VDI) services to the Customer. The services include the provisioning and hosting of virtual desktops, secure remote access to such virtual desktops, server infrastructure hosting, system monitoring, routine maintenance, and data backups in accordance with this Schedule.

ACE does not license, sublicense, or warrant any third-party software or applications. The Customer is solely responsible for obtaining, maintaining, and complying with all applicable licenses for any third-party software used in connection with the services.

2. SERVICE AVAILABILITY

Subject to the terms and exclusions set forth in the Agreement, ACE shall use commercially reasonable efforts to make the services available with a target uptime of 99.50% per calendar month. Services are intended to be available twenty-four (24) hours per day, seven (7) days per week, throughout the year.

Service availability calculations exclude periods of scheduled maintenance, emergency or unscheduled maintenance, outages caused by the Customer or its users, force majeure events, failures of third-party networks or software, and any infrastructure not controlled by ACE.

3. DATA BACKUP AND PROTECTION

ACE performs daily backups of Customer data hosted within the ACE environment. Backup data is retained for a rolling period of thirty (30) days. ACE maintains offsite replication of backup repositories as part of its standard backup architecture.

In the event of data loss, corruption, or hardware failure, ACE shall make commercially reasonable efforts to restore Customer data from available backups. ACE does not guarantee that all data can be fully restored in every circumstance.

4. MAINTENANCE AND REBOOTS

ACE performs scheduled maintenance to ensure optimal performance and security of the services. Scheduled maintenance is generally conducted during off-peak hours between 12:00 a.m. and 6:00 a.m. Eastern Time, with advance notice provided where practicable. Scheduled maintenance periods are excluded from uptime calculations.

Unscheduled or emergency maintenance may be performed as necessary to address critical issues or security concerns. ACE will provide notice of such maintenance when commercially practicable.

ACE utilizes server reboots to install updates, security patches, and system optimizations. By default, server reboots occur daily between 1:00 a.m. and 3:00 a.m. Eastern Time. Upon request, Customers may elect to change the reboot frequency to weekly. Customers are responsible for saving all work prior to logout or reboot, and ACE shall not be responsible for data loss resulting from unsaved work.

5. TECHNICAL ENVIRONMENT

Customer end-user devices accessing the virtual desktops must meet ACE’s minimum technical requirements. Supported macOS versions include macOS Ventura (13.1), macOS Monterey, macOS Big Sur (11), and macOS Catalina (10.15).

Access to the virtual desktop environment requires installation and use of the Citrix Workspace application. Citrix HDX and HDX 3D Pro technologies are supported.

End-user devices must meet minimum performance requirements, including sufficient memory and processing capacity to support Citrix-based access. Network connectivity must meet ACE’s minimum bandwidth requirements, and outbound port 443 must be open. Satellite internet connections are not recommended due to latency considerations.

Customer end-user devices accessing the virtual desktops must meet ACE’s minimum technical requirements. Supported Operating system include:

Windows

• Windows 11.

macOS

• macOS versions include macOS Ventura (13.1).
• macOS Monterey, macOS Big Sur (11).
• macOS Catalina (10.15).

Linux

• Ubuntu 20.04 (x86-64): Ubuntu 20.04 LTS “Focal Fossa”.
• Ubuntu 22.04 x86-64: Ubuntu 22.04 LTS “Jammy Jellyfish”.
• Ubuntu 24.04 x86-64: Ubuntu 24.04 LTS “Noble Numbat”.

6. CUSTOMER RESPONSIBILITIES

The Customer is responsible for maintaining compatible end-user devices, adequate internet connectivity, valid software licenses, and compliance by all users with the Agreement, this Schedule, and ACE’s acceptable use and security policies. The Customer remains responsible for its data and for maintaining local copies of critical data as appropriate.