Reseller Terms of Service

1. Agreement and business use

These terms govern orders placed with MSP Licensing for software licences, billing administration, provisioning coordination, and the required setup package selected at checkout. Products are offered for business and organisational use only. The person placing an order confirms that they are authorised to bind the named organisation.

2. Supplier terms and product operation

Use of each product is also subject to Kaseya/Datto's then-current master agreement, product-specific terms, specifications, fair-use rules, privacy terms, and acceptable-use requirements. These supplier terms govern the operation, functionality, availability, storage entitlements, retention, and technical support of the products.

The current supplier documents are available through the Kaseya legal centre. Customers must review and comply with the terms applicable to Datto RMM and Backupify/Datto SaaS Protection.

3. Our reseller and onboarding role

Our role is limited to supplying licence entitlements, processing payments, maintaining the customer portal, coordinating provisioning, and delivering the onboarding assistance expressly included in the selected package. Unless agreed in a separate written statement of work, we do not provide a managed backup monitoring service, managed recovery service, security operations service, or general management of customer devices and cloud tenants.

We will use reasonable care and skill when performing our own billing, administration, and agreed onboarding work. Typical provisioning targets are estimates, not guarantees, and depend on cleared payment, accurate customer information, required administrator consent, and supplier platform availability.

4. Technical support and supplier incidents

Kaseya/Datto operates and technically supports the product platforms. Product defects, service outages, failed backup jobs, incomplete backup data, restore failures, retention issues, security incidents within the supplier platform, and other product-level faults are handled under the supplier's support process and product terms.

Where the customer has access to a supplier support channel, the customer should raise the incident there. Where the reseller channel requires us to relay an incident, we will provide reasonable escalation assistance, but doing so does not make us the operator of the product or a guarantor of the supplier's response or resolution.

5. Customer backup and security responsibilities

Backup and remote-monitoring products reduce risk but do not guarantee that every item will be captured, retained, available, or recoverable in every circumstance. The customer remains responsible for:

• confirming that every intended user, workload, tenant, device, and data source is correctly licensed and protected;
• maintaining valid credentials, permissions, administrator consents, connectivity, and supported configurations;
• reviewing supplier dashboards, job status, alerts, exclusions, retention settings, and error reports promptly;
• carrying out regular restore tests and documenting that recovery objectives can be met;
• retaining appropriate independent business-continuity, cybersecurity, insurance, and additional backup measures; and
• complying with data-protection, employment, sector, and other laws applicable to its use of the products.

6. Billing, renewals, cancellations, and refunds

Licences are billed annually as a recurring 12-month commitment, unless the order states otherwise. Quantities may be increased during a committed term but may not be reducible until renewal, subject to the applicable supplier terms and committed minimum. Renewal reminders are provided as a convenience; the customer remains responsible for managing its subscription and billing contact details.

To prevent renewal, a written cancellation request must be received at least 30 days before the annual billing anniversary. Licence and onboarding charges are non-refundable after the relevant licence or tenant has been provisioned, except where required by law or expressly agreed in writing.

7. Responsibility for events outside our service

We are not responsible for loss or delay caused by a supplier outage or defect, Microsoft or Google service failure, internet or connectivity failure, customer configuration or omission, expired or insufficient permissions, failure to act on an alert, unsupported workload, malicious third-party activity, or another event outside our reasonable control, except to the extent that the loss was caused by our own breach of these terms or failure to use reasonable care and skill.

8. Limitation of liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

Subject to that sentence, we will not be liable for indirect or consequential loss, loss of profit, revenue, business, anticipated savings, goodwill, or business opportunity, or for loss or corruption of data attributable to a supplier service or a customer-controlled system. Our total aggregate liability arising from an affected product or related onboarding service in any 12-month period will not exceed the fees paid to us for that affected product and service during the 12 months immediately before the event giving rise to the claim.

These limitations apply only to the reseller services and responsibilities described in these terms. They do not alter any responsibility that Kaseya/Datto may owe under its own applicable agreement or any statutory right that cannot be excluded.

9. Changes, governing law, and contact

The terms accepted at the time of an order apply to that order. Material changes will be published before they apply to a future order or renewal. These terms and the reseller relationship are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.

Questions, cancellation notices, and service issues should be sent to support@msplicensing.com.