Terms of service

These terms are an agreement between myMSP Limited (company number 9463862, NZBN 9429054006881), a New Zealand company ("myMSP", "we", "us"), and the business that uses the myMSP website, Billing Leak Audit or platform ("you"). They replace any earlier draft tenant agreement.

Please read sections 6 (fees), 13 (warranties) and 14 (liability) carefully. They set out what you pay and the limits on what we're responsible for.

1. Who can use myMSP

myMSP is for businesses, mainly managed service providers (MSPs) in New Zealand and Australia. By applying, ordering or using the platform, you confirm that:

• you are acting for a business, not as a consumer; and
• the person accepting these terms is authorised to bind that business.

2. Definitions

• Platform: the myMSP control centre, including the operator app, customer portal, agents (software that runs on devices), APIs and background services.
• Your data: everything you or your users put into the platform or let it read from your connected tools, including information about your own customers and staff.
• Connected tools: third-party systems you connect, such as your PSA, RMM, Microsoft 365, security, backup and accounting tools.
• Active Customer: defined in section 6.3.
• Plan: the subscription plan and any add-ons we approve for you.

3. Early access, applications and approval

During early access every subscription starts with an application. We review each application and may approve or decline it at our discretion. When we approve, we email you a single-use payment link that is valid for 14 days. Your subscription starts when you complete payment through Stripe. Nothing is charged before that.

4. The platform

4.1 What it does. The platform connects to your tools, checks what you deliver against what you bill, and provides service desk, RMM, quoting, invoicing and customer portal features, depending on your plan. Current features are described on mymsp.io and in the platform.

4.2 On top of your current tools. You can use myMSP alongside your existing PSA and RMM. Moving any function to myMSP's own PSA or RMM is your choice, and the platform lets you switch one function at a time.

4.3 Changes. We improve the platform continually. We may add, change or remove features. If a change materially reduces what your plan includes, we'll tell you at least 30 days beforehand and you may cancel.

4.4 Early-access and preview features. Features we label as early access, preview or beta are provided as they are, may change, and are not covered by the availability target in section 11.

5. Your account

• You are responsible for your users, for keeping sign-in details secure, and for what happens under your account.
• Use multi-factor sign-in for all users. Tell us promptly at [email protected] if you suspect unauthorised access.
• You decide which customers and data each of your users can see.

6. Fees and payment

6.1 Price list. Fees are set by your plan and our price list at the time you subscribe. Your payment page and Stripe invoices show your exact prices. Prices exclude GST.

6.2 What you pay. Each month you pay:

• the platform fee for your plan, in advance;
• extra Active Customers above your plan's included number, in arrears;
• add-ons we have enabled for you, such as PSA (per technician) and RMM (per endpoint), with any stated minimums; and
• AI credits used above your plan's monthly allowance, in arrears.

6.3 Active Customers. One of your customers is Active in a calendar month (UTC) if at least one of these happened for that customer during the month:

1. a billable PSA contract was in effect for at least one day (at least one contract line has a unit price above zero and its dates overlap the month);
2. a PSA ticket was created, updated or noted by anyone, including an agent;
3. at least one of the customer's monitored devices reported a heartbeat or raised an alert (devices you've decommissioned or marked inactive don't count); or
4. a backup job or security event was processed for the customer through a connected tool.

A customer with none of these events in a month is Dormant and is not charged for that month. A customer is counted once no matter how many events occur. The platform shows a live count in your billing dashboard, and each month's count comes with a record of the event that made each customer Active. If you think a count is wrong, email [email protected] within 30 days of the invoice. We'll review the evidence and reply within 10 business days, and credit any error.

6.4 Plan size. Each plan covers a band of Active Customers. If you go over your plan's band, we'll move you to the next plan from the start of the next billing period and tell you beforehand.

6.5 Currency and tax. We bill in NZD, AUD or USD depending on your country. New Zealand customers pay 15% GST on top. Customers outside New Zealand are responsible for any taxes that apply where they are, such as Australian GST under the reverse charge.

6.6 Payment. You authorise Stripe to charge your chosen payment method for the amounts in this section. Invoices are issued by Stripe and payable on issue.

6.7 Late payment. If a payment fails, we'll tell you and Stripe will retry. If a payment is still outstanding:

• after 30 days, the platform becomes read-only;
• after 60 days, we may suspend access (your data is kept); and
• after 90 days, we may end your subscription under section 15.

We'll give you written notice before each step.

6.8 Price changes. We may change our prices with at least 30 days' notice. If you don't accept a change, you may cancel before it takes effect.

6.9 Refunds. Fees already paid are not refundable, except where these terms say otherwise, the law requires it, or we agree in writing.

7. Founding Partner offer

If we approve you as a Founding Partner:

• you get 40% off the platform fee on the Starter or Growth plan, and 25% off PSA and RMM add-ons, for the first 24 months of your paid subscription;
• free onboarding, and an invitation to the monthly roadmap call;
• 90-day guarantee: if, in your first 90 days, the platform doesn't surface recoverable revenue worth at least three times your monthly platform fee, your fourth month's platform fee is free; and
• in return you agree to give honest feedback and, once you've seen results, consider a case study. Any case study needs your approval before it's published.

There are up to 10 places. Applications close on 11 December 2026 or when the places are filled. The offer can't be combined with annual prepayment or other discounts, and it can't be transferred.

8. Free Billing Leak Audit

The audit is free and doesn't commit you to anything. You grant read-only access to the tools we need. We don't change anything in your systems during an audit. If you don't subscribe, we delete the audit data within 30 days. The findings are estimates to help you investigate; they aren't financial, tax or legal advice.

9. Your data

9.1 Ownership. Your data belongs to you. You give us the right to host, copy, process and display it only as needed to provide, secure and support the platform for you.

9.2 We act as your agent. For personal information in your data, we act as your agent under section 11 of the Privacy Act 2020 (and as your service provider under any similar law). We use it only to provide the platform to you, according to your instructions and these terms, and never for our own purposes.

9.3 Your responsibilities. You confirm you have the right to connect your tools and to have us process your data. That includes giving any notices your customers and staff need, for example under information privacy principle 3A.

9.4 Sub-processors. We use the service providers listed in our privacy policy. We'll give at least 30 days' notice before adding a provider that processes your data. If you have a reasonable objection, we'll work with you on it; if we can't resolve it, you may cancel.

9.5 Where your data is stored. Your platform data is stored in New Zealand. If we ever offer another location, we'll only move your data with your agreement. Some providers process data overseas as described in the privacy policy.

9.6 AI processing. Some features send the minimum data needed to our AI providers to generate drafts, summaries and research. Those providers don't train their models on that data. AI output is a suggestion and can be wrong.

9.7 Usage data. We may collect de-identified data about how the platform is used (for example run times, error rates and feature use) to run and improve it. It does not identify you, your users or your customers.

9.8 Security. We keep reasonable technical and organisational security measures, including encryption in transit, separation between customers' data, encrypted integration credentials and access logging. If we become aware of a security incident affecting your data, we'll tell you without undue delay and aim to do so within 72 hours, and we'll help you meet your own notification duties.

10. Approvals and your decisions

The platform proposes changes, such as contract updates, tickets, scripts and customer emails. Changes to your connected tools, your billing and anything sent to your customers happen only when you or your users approve them, or when you've switched on automatic approval for a specific feature. You're responsible for the changes you approve and for decisions you make based on the platform. Findings, suggestions and AI output are not professional advice.

11. Availability and support

We aim for 99.5% monthly availability of the operator app and its APIs, excluding planned maintenance we tell you about and causes outside our reasonable control. During early access this is a target, not a guarantee, and no service credits apply. Support is by email at [email protected] during New Zealand business hours.

12. Acceptable use

You must not, and must not let anyone else:

• use the platform to break any law or anyone's rights, or to send spam;
• try to get around plan limits, access controls, metering or the Active Customer count;
• probe, attack or overload the platform, or access another customer's data;
• copy, resell or reverse-engineer the platform, except as the law allows; or
• connect tools or process data you don't have the right to use.

We may suspend access if it's needed to stop serious harm to the platform, other customers or third parties. We'll tell you why and restore access as soon as the problem is fixed.

13. Warranties and consumer law

13.1 We'll provide the platform with reasonable care and skill.

13.2 You're acquiring the platform for business purposes, so you agree that the Consumer Guarantees Act 1993 does not apply. Nothing in these terms limits your rights under the Fair Trading Act 1986. If the Australian Consumer Law applies to you, nothing in these terms excludes rights that it says can't be excluded.

13.3 Apart from what these terms say, the platform is provided without other warranties. We don't promise it will be error-free or uninterrupted, or that it will find every billing gap.

14. Limits on liability

14.1 Neither of us is liable to the other for loss of profit, revenue, data or goodwill, or for indirect or consequential loss.

14.2 Each party's total liability under or in connection with these terms in any 12 months is limited to the fees you paid in the previous 12 months.

14.3 Sections 14.1 and 14.2 don't limit liability for fraud, wilful misconduct, your obligation to pay fees, or anything that can't be limited by law.

14.4 We're not responsible for connected tools, their outages or their data, or for changes you or your users approve.

15. Term and ending your subscription

15.1 Term. Your subscription runs month to month, billed monthly, starting on your first payment. There is no minimum term.

15.2 You can cancel at any time from the billing portal or by emailing [email protected]. Cancellation takes effect at the end of the current billing month, and there is no early-termination charge.

15.3 Either of us can end the subscription by written notice if the other materially breaches these terms and doesn't fix the breach within 30 days of being asked to, or becomes insolvent.

15.4 After it ends. You can ask for an export of your customer, contract, ticket and device data for 90 days. After that we delete your data from live systems within 60 days, and from backups within a further 180 days, except records we must keep by law, such as invoices.

16. Intellectual property and feedback

We own the platform and everything we build. You own your data. If you send us suggestions or feedback, we may use them freely without any obligation to you.

17. Confidentiality

Each of us will keep the other's non-public information confidential and use it only for the purposes of these terms, except where the law requires disclosure. Your data is your confidential information.

18. Changes to these terms

We may update these terms. We'll give at least 30 days' notice by email of any change that materially affects you. If you don't agree with it, you may cancel before it takes effect. The current version is always at mymsp.io/terms.

19. General

• Governing law. These terms are governed by New Zealand law, and the courts of New Zealand have jurisdiction.
• Notices. We'll send notices to your account's billing email. Send notices to us at [email protected].
• Events outside our control. Neither of us is liable for delays caused by events outside our reasonable control.
• Assignment. You may not transfer these terms without our consent, which we won't unreasonably refuse. We may transfer them to a buyer of our business and will tell you if we do.
• Entire agreement. These terms, your approved plan and our privacy policy are the whole agreement between us about the platform.

20. Using the website

The content on mymsp.io is general information about myMSP. Product screens show the real application with fictional demo data. Examples of recovered revenue are illustrative and don't promise results for your business.

Contact

myMSP Limited, Auckland, New Zealand [email protected]