ITSD Platform Terms of Use
These Terms of Use ("Terms") are a binding agreement between IT Support Depot, LLC ("ITSD," "we," "us," or "our") and the person or organization that accesses or uses the Services ("Customer," "you," or "your"). The "Services" include the ITSD Platform, its portals, hosted services, downloadable software, endpoint agents, remote-access components, ticketing, documentation and secrets-management features, identity features, reports, APIs, and related support services.
1. Acceptance and authority
By accepting these Terms, creating an account, installing our software, or using the Services, you confirm that you are at least 18 years old, have read and agree to these Terms, and have authority to bind the organization you represent. Electronic acceptance has the same effect as a written signature. If you do not agree or lack authority, do not use the Services.
2. Accounts and administrators
You must provide accurate account information and keep it current. Account administrators may add users, assign roles, define site access, enable integrations, and take other actions that bind Customer. You are responsible for your users, credentials, authentication methods, permissions, and activity under your account. User credentials may not be shared. Notify security@itsupportdepot.com promptly if you suspect unauthorized access.
3. License and MSP use
During an active trial or paid subscription, ITSD grants Customer a limited, non-exclusive, non-transferable, revocable right to use the Services for its internal business operations. A managed service provider may also use the Services to deliver authorized IT services to its own customers and may install ITSD software on systems it is authorized to manage. No rights are granted except those expressly stated in these Terms and an applicable order or subscription.
4. Customer authorization and notices
Before installing an agent, initiating remote access, collecting telemetry, accessing an account, or processing data, Customer must own the applicable system or have valid authorization from its owner. Customer is responsible for legally required contracts, notices, consents, workplace disclosures, and end-user approvals. Customer must configure attended or unattended access, retention, technician permissions, and monitoring in accordance with law and its agreements with customers and end users.
5. Trials, subscriptions, and payment
The Basic trial lasts for the period stated at signup, requires no payment card, and pauses at expiration unless Customer chooses a paid plan. Trial capacity or features may be limited. Paid subscriptions, fees, renewal, taxes, and cancellation are governed by the order presented at purchase. Except where law or an order states otherwise, fees are non-refundable. Future functionality is not a condition of purchase.
6. Customer Data
"Customer Data" means information, files, credentials, documentation, communications, configurations, and other content submitted to or collected through the Services for Customer. Customer retains its rights in Customer Data and grants ITSD a limited right to host, transmit, back up, secure, and otherwise process it only to provide, maintain, protect, troubleshoot, and improve the Services; comply with Customer's instructions; enforce these Terms; or comply with law. Customer is responsible for the legality, accuracy, integrity, classification, and permitted use of Customer Data.
7. Privacy and data processing
Our collection and use of personal information is described in the Privacy Policy. When ITSD processes personal information contained in Customer Data on Customer's behalf, Customer acts as the controller or business and ITSD acts as the processor or service provider, as those terms are used by applicable privacy laws. Customer is responsible for responding to its end users and customers regarding their data and for providing lawful processing instructions. A data processing addendum may apply where required.
8. Security responsibilities
ITSD maintains administrative, technical, and organizational safeguards designed to protect the Services. Customer must use available security controls, including multi-factor authentication where required, least-privilege roles, secure endpoints, and appropriate access reviews. No system is completely secure, and Customer remains responsible for its own networks, backups, business continuity, endpoint security, and decisions made using the Services.
9. Acceptable use
You may not use the Services to violate law or third-party rights; access or control systems without authorization; distribute malware; steal credentials; conduct surveillance without required notice; send spam; harass others; bypass tenant, security, licensing, or rate controls; interfere with service operation; probe another customer's environment; or resell, copy, reverse engineer, scrape, or benchmark the Services except as expressly permitted by law or written agreement. You may not use the Services in life-support, emergency, or other safety-critical systems where failure could cause death, personal injury, or severe physical damage.
10. Remote access, automation, and privileged actions
Remote sessions, scripts, patches, identity actions, password access, file transfers, and automations can materially affect managed systems. Customer must authorize technicians, review policies, obtain required consent, and validate commands and changes before execution. Audit records may document administrative and security-sensitive activity. ITSD does not direct Customer's technicians or determine whether a particular action is appropriate for an endpoint.
11. Downloadable software and updates
Agents, viewers, installers, credential components, and other downloadable software are licensed in object-code form solely for use with the Services. ITSD may issue security, compatibility, or feature updates and may retire unsupported versions. Customer authorizes configured automatic updates and is responsible for maintaining supported operating systems and allowing required network communication.
12. Third-party services
The Services may connect to products operated by third parties, such as identity providers, payment processors, email systems, security tools, and remote-access providers. Customer chooses and authorizes those integrations. Third-party services are governed by their own terms and privacy practices, and ITSD is not responsible for their availability, acts, or omissions.
13. Intellectual property and feedback
ITSD and its licensors retain all rights in the Services, software, documentation, designs, trademarks, and related technology. Customer receives no ownership interest. If Customer provides feedback, it grants ITSD a perpetual, worldwide, royalty-free right to use that feedback without identifying Customer or disclosing Customer Data.
14. Confidentiality
Each party may receive non-public information that a reasonable person would understand to be confidential. The receiving party will use it only to perform under these Terms and protect it using reasonable care. This obligation does not cover information lawfully known without restriction, independently developed, publicly available through no breach, or lawfully received from another source. A party may disclose information when legally required after providing notice where permitted.
15. Availability, changes, and beta features
We work to keep the Services reliable but do not guarantee uninterrupted or error-free operation. Maintenance, internet failures, third-party outages, security events, and circumstances beyond reasonable control may affect availability. We may modify or discontinue features and will provide reasonable notice when a material change substantially reduces core paid functionality. Preview or beta features may change or end and are provided for evaluation.
16. Suspension and termination
We may suspend access when reasonably necessary to address a security threat, unlawful or abusive activity, nonpayment, material breach, or risk to the Services or others. Where practicable, we will give notice and an opportunity to cure. Customer may stop using a trial at any time and may cancel a paid subscription under its order. On termination, access ends and Customer should export needed data before the applicable retention period expires.
17. Disclaimers
To the maximum extent permitted by law, the Services are provided "as is" and "as available." ITSD disclaims implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from course of dealing. ITSD does not warrant that the Services will detect or prevent every threat, recover every system, satisfy every compliance obligation, or replace Customer's professional judgment and independent backups.
18. Limitation of liability
To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, goodwill, or data, arising from the Services. Except for payment obligations, misuse of the other party's intellectual property, breach of confidentiality, indemnification obligations, fraud, willful misconduct, or liability that cannot legally be limited, each party's aggregate liability will not exceed the greater of US $100 or the fees Customer paid to ITSD for the Services during the 12 months before the event giving rise to the claim.
19. Indemnification
Customer will defend and indemnify ITSD and its personnel against third-party claims arising from Customer Data, Customer's services to its customers, unauthorized access or monitoring, Customer's violation of law or these Terms, or Customer's failure to obtain required rights and consents. ITSD will promptly notify Customer of a covered claim and provide reasonable cooperation. Customer may not settle a claim in a way that admits fault by or imposes obligations on ITSD without written consent.
20. Export and sanctions compliance
Customer may not use or export the Services in violation of United States export controls, sanctions, or trade restrictions. Customer represents that it and its users are not prohibited parties and are not using the Services for a prohibited end use or in a prohibited jurisdiction.
21. Governing law and disputes
These Terms are governed by the laws of the Commonwealth of Virginia, excluding conflict-of-law principles. The state courts located in Loudoun County, Virginia, and the federal courts serving that county have exclusive jurisdiction, and each party consents to those courts. Before filing a claim, the parties will attempt in good faith for 30 days to resolve the dispute through written notice, except where immediate injunctive relief is reasonably necessary.
22. General terms
Neither party may assign these Terms without the other's consent, except in connection with a merger, reorganization, sale of substantially all assets, or to an affiliate, provided the assignee assumes the obligations. Customer and ITSD are independent contractors. If a provision is unenforceable, it will be limited to the minimum extent necessary and the remainder will continue. Failure to enforce a provision is not a waiver. These Terms, applicable orders, supplemental terms, and any data processing addendum form the entire agreement concerning the Services.
23. Changes and contact
We may update these Terms by posting a new version and effective date. Material changes will be communicated through the Services, email, or another reasonable method. Continued use after the effective date constitutes acceptance where permitted by law; otherwise, we will request renewed acceptance. Questions and legal notices may be sent to legal@itsupportdepot.com or IT Support Depot, LLC, Sterling, Virginia, United States.