myMSP Control Center — Tenant Agreement

This Tenant Agreement (“Agreement”) is between the entity identified at sign-up (“Tenant” — the managed service provider using the platform) and myMSP Pty Ltd (“myMSP”, “we”, “us” — the operator of the Control Center platform).

By completing the sign-up flow at mymsp.io/signup or by using the Service, the Tenant confirms that the individual accepting on the Tenant's behalf is authorised to bind the Tenant to this Agreement.

myMSP Control Center is a software-as-a-service platform that connects to the Tenant's PSA, RMM, identity, backup, and security tooling, and provides coverage-gap detection and remediation, invoice review and reconciliation, backup incident management with PSA ticket lifecycle automation, identity reconciliation, an inbound triage pipeline that classifies mailbox traffic, and a customer portal the Tenant exposes to their own customers under their own brand.

The Service is delivered through the operator UI at the Tenant's assigned hostname (default {tenant}.mymsp.io, with optional custom domain), the customer portal, and supporting background agents.

myMSP may add, modify, or retire features over time. Material reductions in capability that affect a Tenant's active subscription will be notified at least thirty (30) days in advance.

myMSP offers tiered plans, the current rates and inclusions of which are published at mymsp.io/#pricing and inside the Tenant's billing dashboard. Each plan tier comprises:

• A monthly base fee charged on the subscription's billing date.
• An included quota of Active Customers (see §4).
• A per-Active-Customer overage rate charged on the 1st of the following month for any Active Customers above the quota.

The Tenant selects the plan at sign-up. Plan changes take effect from the next full calendar month unless otherwise agreed in writing.

4.1 Definition

A Tenant's customer is Active in a calendar month (UTC) if any one of the following events occurred for that customer during that month:

1. A billable PSA contract was active for at least one day. A contract is billable when at least one contract service line has a unit price greater than zero and the line's effective-date / end-date window overlaps the month.
2. A PSA ticket was created, updated, or noted by any user or agent.
3. At least one of the customer's RMM-monitored devices reported a heartbeat or raised an alert. Devices that the Tenant has explicitly decommissioned or that the PSA has marked inactive do not count.
4. A backup job or security event was processed for the customer by any connected backup or security adapter.

If none of the four events occurred, the customer is Dormant for that month and does not appear on the Tenant's invoice. The four events are an OR — one qualifying event is enough. A customer with two or more events is counted once.

4.2 No manual exclusion

There is no manual “exclude this customer from billing” toggle. The four events above are the entire definition. If a Tenant believes a customer should not be counted, the remedy is to ensure the underlying systems no longer attribute activity to that customer (for example, archiving the company in the PSA, stopping RMM sync for orphan devices). myMSP will not retroactively exclude customers that the technical definition counts.

4.3 Tally and invoicing

• The count is computed at 00:05 UTC on the 1st of each calendar month for the month just ended.
• The count is invoiced in arrears via Stripe on the Tenant's next subscription billing date.
• A live running count is visible in the Tenant's billing dashboard throughout the month, refreshed at least hourly.
• Each invoice line is backed by a per-customer evidence record retained by myMSP and surfaced in the Tenant's billing dashboard for at least eighteen (18) months. Each record identifies the specific contract line, ticket, device, or event that caused the customer to be counted as Active.

4.4 Disputes

If the Tenant disputes a count, the Tenant must raise the dispute within thirty (30) days of the invoice issue date by emailing billing@mymsp.io with the invoice number and the specific customer(s) in question. myMSP will investigate the dispute against the evidence records in §4.3 and respond within ten (10) business days. Disputes raised after thirty (30) days are at myMSP's discretion.

5.1 Currency and tax

Fees are quoted in the currency configured on the Tenant's plan (default GBP for European tenants, USD elsewhere). Stripe Tax computes and adds applicable indirect taxes (GST, VAT, sales tax). Fees are exclusive of those taxes unless explicitly stated otherwise.

5.2 Payment method

The Tenant authorises Stripe to charge the payment method registered at sign-up for the monthly base fee and for any overage line under §4. The Tenant may update the payment method at any time from the billing portal accessible inside the Service.

5.3 Failed payment

If a charge fails, Stripe will retry per its default dunning schedule. myMSP will additionally:

• Send written notice to the Tenant's billing email.
• Continue to provide the Service in read-only mode after thirty (30) days of non-payment.
• Suspend the Service after sixty (60) days of non-payment, retaining the Tenant's data for a further thirty (30) days during which the Tenant may pay the outstanding balance and resume.
• Hard-terminate the subscription and delete Tenant data after ninety (90) days of continued non-payment.

5.4 Refunds

Fees are non-refundable except where required by law or where myMSP agrees in writing.

6.1 Tenant data

All data the Tenant provides to the Service, including data ingested from the Tenant's connected PSA, RMM, identity, backup, security, and finance integrations, is owned by the Tenant. myMSP processes the data only to provide the Service.

6.2 myMSP data

Aggregate, de-identified telemetry about how the Service is used (agent run cadence, error rates, cost cap utilisation) is owned by myMSP and may be used to improve the Service.

6.3 Sub-processors

myMSP uses third-party sub-processors to provide the Service, including Stripe (payments), Anthropic (AI inference for agents that use Claude), and the cloud provider hosting the Service (currently Microsoft Azure). A current list will be maintained at mymsp.io/legal/subprocessors.

6.4 AI processing

Several agents in the Service use Claude (Anthropic). Tenant data is included in prompts only as needed to perform the agent's task. Anthropic does not train models on data submitted through the API per Anthropic's published policy. myMSP enforces per-tenant cost caps on AI usage; the current caps are visible on the Tenant's plan in the billing dashboard.

• Encrypt Tenant data in transit (TLS 1.2+) and at rest (AES-256).
• Isolate each Tenant's data via row-level security in a multi-tenant Postgres deployment, or via dedicated single-tenant database when the Tenant's plan or region requires it.
• Maintain a credentials vault with per-tenant encryption keys for integration secrets.
• Notify the Tenant within seventy-two (72) hours of confirming a security incident that affects their data.

The Tenant must not, and must not permit any of its users to:

• Use the Service to send unsolicited bulk communications outside the Tenant's normal customer-management workflows.
• Attempt to circumvent the per-tenant cost caps, integration credentials, or Active Customer count math.
• Use the Service to process the data of any person under the minimum age permitted by applicable law.
• Reverse-engineer the Service except to the extent expressly permitted by applicable law.

myMSP targets 99.5% monthly uptime for the operator UI and the tenant-api, measured against the platform's own status dashboard. The Service is currently in active development; this is a target rather than a contractual commitment. A contractual SLA with service credits will be added in a future revision of this Agreement when the Service reaches general availability.

10.1 By the Tenant

The Tenant may cancel the subscription at any time from the billing portal. Cancellation takes effect at the end of the current billing period; no refund is given for the unused portion of the period.

10.2 By myMSP

myMSP may terminate this Agreement for:

• Material breach by the Tenant of §5 (payment) or §8 (acceptable use) that is not cured within thirty (30) days of written notice.
• The Tenant becoming insolvent, entering liquidation, or having a receiver appointed.

10.3 Data export and deletion

For ninety (90) days after termination the Tenant may request a CSV export of their customer, contract, and ticket data. After ninety (90) days myMSP permanently deletes the Tenant's data from production systems within sixty (60) days, and from backups within a further one hundred eighty (180) days.

To the maximum extent permitted by law, myMSP's total aggregate liability under this Agreement is limited to the fees paid by the Tenant to myMSP in the twelve (12) months preceding the event giving rise to the claim. myMSP is not liable for indirect, consequential, or punitive damages.

This section is a placeholder default. Have counsel review — caps and exclusions vary materially by jurisdiction and by the Tenant's risk profile.

Each party will treat the other party's non-public business information as confidential and will not disclose it except as required to perform this Agreement or as required by law. Tenant customer data is confidential information of the Tenant.

This Agreement is governed by the laws of New South Wales, Australia. Disputes will be heard in the courts of New South Wales.

myMSP may update this Agreement from time to time. Material changes affecting Tenant rights or fees will be notified at least thirty (30) days in advance via the Tenant's billing email and via an in-product banner. Continued use of the Service after the effective date constitutes acceptance.

• For billing questions: billing@mymsp.io.
• For legal notices: legal@mymsp.io.
• For everything else: support@mymsp.io.