1. Agreement and acceptance

These Terms of Service ("Terms") form a binding agreement between ITSupport RMM ("we", "us") and the organization that subscribes to the service ("Customer", "you"). You accept these Terms by signing an order form, activating a trial, or using the platform. If you are accepting on behalf of an organization, you confirm you have authority to bind it. Where a signed order form or master agreement conflicts with these Terms, the signed document controls for the conflicting item.

2. The service

We provide a cloud-hosted remote monitoring and management platform, including an endpoint agent, a web console, and the features included in the plan you purchased as described on the Pricing page at the time of your order. We may add, improve or modify features; we will not materially reduce the core functionality of a plan during a paid term, and if we discontinue a material feature we will give at least 60 days' notice and, where you rely on that feature, allow you to terminate the affected subscription with a pro-rata refund of prepaid amounts.

3. Eligibility and authorization

The service is sold to businesses and organizations, not to consumers, and is intended for use in the United States. You must be at least 18 years old and authorized to act for your organization. You represent that you have the legal right and authorization to monitor, access and administer every device you enroll. Enrolling a device you are not authorized to manage is a material breach; see the Acceptable Use Policy.

4. Accounts and security

You are responsible for your console users, for keeping credentials confidential, and for all activity performed under your account. Multi-factor authentication is required for all console users. You must notify us promptly at Info@itsupport-rmm.com if you suspect unauthorized access. You are responsible for reviewing and approving scripts before executing them in your environment, and for the consequences of scripts you run.

5. Fees, billing and automatic renewal

5.1 Published rates

Subscription fees are charged per monitored endpoint, per month, in US dollars, at the rates published on our Pricing page or as stated in your order form: Core at $2.00 per endpoint per month billed annually or $2.50 billed monthly; Professional at $3.90 per endpoint per month billed annually or $4.50 billed monthly; Enterprise as quoted. Minimum billable quantity is 25 endpoints for Core and Professional. There are no setup, onboarding, implementation or per-technician fees.

5.2 Endpoint counting

An endpoint is any workstation, laptop, or physical or virtual server with an active agent that checked in at least once during the billing period. Network devices monitored by SNMP through an existing agent are not counted separately. Additions during a monthly term are prorated on the next invoice; additions during an annual term are invoiced for the remainder of the term at the annual rate. Reductions take effect from the next billing period on monthly plans; committed quantities apply for annual terms, although licences may be reassigned between devices freely.

5.3 Automatic renewal and how to stop it

Monthly subscriptions renew automatically each month until cancelled, and are charged to your payment method on file. Annual subscriptions renew automatically for a further 12-month term at the then-current published or quoted rate unless you notify us before the renewal date. You may cancel a monthly subscription at any time, and disable renewal on an annual subscription at any time, from the billing screen in the console or by emailing Info@itsupport-rmm.com. We send an email reminder at least 30 days before each annual renewal, stating the renewal date and amount. There is no cancellation fee.

5.4 Taxes

Prices exclude applicable US federal, state and local taxes, which are added where required based on your billing address. If you are exempt, provide a valid exemption certificate before invoicing.

5.5 Payment terms and non-payment

Card payments are charged on the invoice date. Invoiced accounts are due net 30 unless your order form states otherwise. Overdue amounts may accrue interest at the lower of 1.5% per month or the maximum permitted by Pennsylvania law. If an invoice remains unpaid 15 days after a written reminder, we may suspend the service after giving at least 7 days' additional notice; we will not delete customer data during suspension for at least 30 days.

5.6 Price changes

Rates are fixed for the duration of a committed annual term. For monthly subscriptions we provide at least 30 days' written notice of any rate change, which takes effect at your next billing date; you may cancel before it applies.

6. Trials

Trials cover Professional features for up to 50 endpoints for 14 calendar days, require no payment method, and do not convert automatically into a paid subscription. No charge occurs unless you sign an order form. At trial expiry, console access ends and trial data is deleted within 30 days. Trials are provided as-is, without the SLA, and may be extended in writing on request.

7. Cancellation and refunds

Cancellation mechanics, the 30-day first-invoice satisfaction refund, and the treatment of prepaid annual terms are set out in the Refund & Cancellation Policy, which forms part of these Terms.

8. Acceptable use

Your use must comply with the Acceptable Use Policy and with applicable law, including the Computer Fraud and Abuse Act, state computer-crime statutes, and export control and sanctions rules. You may not use the platform to access devices without authorization, to distribute malware, to circumvent licensing controls of third-party software, or to interfere with the platform's operation or other customers' use.

9. Customer data and intellectual property

You retain all rights to the data you and your managed devices place in the platform. You grant us a limited licence to host, process and transmit that data solely to provide, secure and support the service, and to comply with law. We do not use your data for advertising, resale, or to train generalized machine learning models. We retain all rights to the platform, agent software, documentation, scripts we author, and trademarks; nothing here transfers ownership of them. Feedback you provide may be used to improve the service without obligation, but we will not identify you as its source without permission.

On termination you may export inventory, policies, scripts, reports and audit history through the API or as CSV for 30 days. After that, customer data is deleted within 60 days except where retention is legally required.

10. Availability and support

Availability targets, support response targets, maintenance practices and service credits are defined in the Service Level Agreement. Support is provided in English, Monday to Friday, 8:00 AM to 8:00 PM ET, with a 24/7 emergency line for Professional and Enterprise plans.

11. Third-party products

Integrations depend on third-party APIs we do not control. We do not warrant continued availability of any third-party integration, and third-party products are governed by their own terms. Third-party names and marks referenced on this website belong to their owners and are used only to describe compatibility; no affiliation or endorsement is implied.

12. Warranties and disclaimers

We warrant that we will provide the service with reasonable skill and care, in accordance with the SLA, and that we will not knowingly introduce malicious code into the agent software. Except as expressly stated in these Terms and the SLA, and to the maximum extent permitted by law, the service is provided "as is" and we disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the service will be uninterrupted or error-free, that it will detect every fault or security issue on a monitored device, or that it will prevent any particular incident. Monitoring and management software is a control among many; it is not a guarantee of security or uptime for your environment.

13. Indemnities

We will defend and indemnify you against third-party claims that the platform, as provided by us, infringes a US patent, copyright or trademark, and will pay resulting damages finally awarded or agreed in settlement, provided you notify us promptly and allow us to control the defense. You will defend and indemnify us against third-party claims arising from your use of the platform in breach of these Terms or the Acceptable Use Policy, including claims that you accessed devices without authorization or that your scripts caused loss.

14. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost data or business interruption, even if advised of the possibility. Our total aggregate liability arising out of or related to these Terms will not exceed the fees you paid to us for the 12 months immediately preceding the event giving rise to the claim. These limits do not apply to your obligation to pay fees, to either party's liability for death or personal injury caused by negligence, to fraud or willful misconduct, or to any liability that cannot be limited under applicable law. Service credits under the SLA are your exclusive financial remedy for availability shortfalls.

15. Term, suspension and termination

These Terms apply for as long as you have an active subscription or trial. Either party may terminate for material breach if the breach is not cured within 30 days of written notice. We may suspend the service immediately, with notice as soon as practicable, if your use poses a security risk to the platform or other customers, violates the Acceptable Use Policy in a way that risks legal liability, or involves unauthorized access to third-party systems. You may terminate at any time as described in the Refund & Cancellation Policy. Sections concerning fees accrued, data rights, disclaimers, liability limits, indemnities and governing law survive termination.

16. Confidentiality

Each party will protect the other's non-public information disclosed in connection with the service using at least reasonable care, and will use it only for purposes of the agreement. This does not apply to information that is public through no fault of the recipient, independently developed, or lawfully received from a third party. Disclosure compelled by law is permitted with notice where legally allowed.

17. Governing law and disputes

These Terms are governed by the laws of the Commonwealth of Pennsylvania, excluding its conflict-of-laws rules and excluding the UN Convention on Contracts for the International Sale of Goods. The parties agree to the exclusive jurisdiction of the state and federal courts located in Lancaster County, Pennsylvania, and each waives any objection to venue there. Before filing suit, the parties will attempt in good faith to resolve the dispute through direct discussion between senior representatives for at least 30 days. Nothing prevents either party from seeking injunctive relief to protect intellectual property or confidential information. Each party may bring claims only in its individual capacity, and not as a plaintiff or class member in any purported class proceeding.

18. General

Assignment: neither party may assign these Terms without the other's consent, except to a successor in a merger or sale of substantially all assets. Force majeure: neither party is liable for delay caused by events beyond reasonable control, excluding payment obligations. Notices: we send notices to the email addresses on your account; you send notices to Info@itsupport-rmm.com or to 401 W Lemon St, Lancaster, PA 17603. Entire agreement: these Terms plus the incorporated policies and your order form are the complete agreement and supersede prior discussions. Severability: if a provision is unenforceable, the rest remains in force. No waiver: failure to enforce a provision is not a waiver of it. Independent parties: nothing creates a partnership, agency or employment relationship.

19. Changes to these Terms

We may update these Terms. For material changes affecting active customers, we provide at least 30 days' notice by email before the change takes effect, and the change applies from your next renewal. Continued use after the effective date constitutes acceptance. The "Last updated" date above always reflects the current version, and prior versions are available on request.

20. Contact

ITSupport RMM
401 W Lemon St
Lancaster, PA 17603
United States
Phone: +1 717 823 6666
Email: Info@itsupport-rmm.com