Powered Services and TruPeer Terms of Use

Effective Date: August 8, 2025

These Powered Services and TruPeer Terms of Use (the “Terms“) govern the access to and use of Kaseya Powered Services Jumpstart (“PS”), Powered Services Pro (“PSP”), TruPeer (“TP”) and TruePeer Emerge (“TPE”) (collectively, the “Products”)). By purchasing or using any of the Products, you agree to be bound by these Terms, which are incorporated into the Kaseya Master Agreement (the “Master Agreement”) available here. Capitalized terms not defined in these Terms have the meaning given in the Master Agreement. The Terms and the Master Agreement are collectively referred to as the “Agreement”). If the Master Agreement and these Terms conflict, these Terms will take precedence with respect to the Products. If you do not agree to these Terms, do not register, access or use any of the Products.

Definitions and Overview
1. 1.1. Powered Services Jumpstart (PS). PS is a self-service, complimentary platform made available to customers who purchase an eligible Kaseya product. PS includes access to a suite of tools, templates and go-to-market resources designed to support and enable Managed Service Providers (MSPs) in promoting and selling Kaseya solutions. All resources are accessible exclusively through the Powered Services Portal and are not supplemented by human-delivered services or personalized support beyond standard technical assistance. Access to PS must be requested by the user using the form linked here. No credit or refund shall be provided if a customer fails to request or utilize PS.
2. 1.2. Powered Services Pro (PSP). PSP is a subscription-based upgrade to the Powered Services (PS) platform, offering an expanded suite of features and ongoing, human-delivered support for a recurring monthly fee. PSP includes marketing content and campaigns, sales collateral, access to an automated marketing platform (excluding bulk email functionality) (AMP), a learning management system (LMS), and personalized coaching delivered through both individual and group sessions. PSP is designed to help MSPs accelerate their go-to-market efforts beyond the self-service resources included with PS.
3. 1.3. TruePeer (TP) and TruPeer Emerge (TPE). TP and TPE offer a peer group experience designed for owners of MSPs. Through TruPeer, you will be paired with other MSPs in a peer group and learn from one another while engaging in activities focused on: increasing sales and profitability, optimizing product packaging and pricing, building scalability and generally augmenting your MSP’s value. TruePeer requires in-person participation while all participation through TruPeer Emerge is fully remote and offered only during business hours Eastern Standard Time.
Service Access and Third-Party Technology
1. 2.1. Third-Party Technology. Certain features and functionalities of the Products may be a form of Third-Party Technologies as defined in the Kaseya Master Agreement. Examples of such Third-Party Technology include AMP, LMS, customer relationship management (CRM) platforms, the SMART Numbers platform and other content delivery tools for training and educational materials. Third-Party Technology is not provided by Kaseya, and may be subject to a separate agreement between you and the third-party provider. We do not support Third-Party Technology, and Kaseya warranties and/or indemnification obligations do not apply to Third-Party Technology. We make no representation or warranty with respect to Third-Party Technology and we expressly disclaim all liability with respect to your use of any Product or Portal with a Third-Party Technology.
2. 2.2. Deactivating Third-Party Technology Licenses. Kaseya reserves the right to deactivate or delete licenses associated with: (i) unauthorized users (such as, for example, users that are not a Customer’s internal personnel), or (ii) inactive users of Third-Party Technologies if those licenses remain unused for an extended period (at least sixty (60) days of inactivity). In such cases, access to the affected account or feature (as well as associated data) would be unavailable without prior notice. To reactivate licenses, you must make a written request, which is subject to approval and may not include the restoration of any prior user data, or history. The retention and recoverability of data upon reactivation depend on the policies of the applicable third-party provider and are not guaranteed by Kaseya.
3. 2.3. Replacing Third-Party Technology Vendors. Kaseya may, in its discretion, substitute Third-Party Technology tools with other, similar tools in Kaseya’s discretion, at any time, with or without notice. If a Third-Party Technology becomes unavailable, Kaseya will use commercially reasonable efforts to identify and implement a replacement solution. No refund, credit, or other compensation will be provided due to the unavailability of a Third-Party Technology, provided that if the loss of a Third-Party Technology results in a material decrease in the overall functionality of a Product, and Kaseya does not restore such functionality through a replacement within sixty (60) days, the customer may terminate the Subscription upon written notice and be responsible to pay for Services up to the date of termination.
Licensing, Restrictions and Obligations
1. 3.1. Licensing and Restrictions of PS and PSP
  Customer access to PS and PSP is granted on a domain basis and must be purchased by the organization that will access PS and PSP. Customers shall not grant PS or PSP access to third-party service providers, contractors or external agents. This requirement applies to both the Kaseya Product platforms, and any integrated Third-Party Technology.
  - Customers must maintain an active email address associated with the designated domain on file with Kaseya to access PS or PSP services. Any domain changes must be reported to Kaseya in advance to avoid access disruptions. A second domain may be approved upon request, provided it is owned by the same customer organization or an affiliated entity. Kaseya reserves the right to delete user accounts associated with unauthorized users, with or without prior notice.
  - Under the PSP subscription, customers may create an unlimited number of user accounts for their internal personnel. The monthly subscription fee covers access on a per-customer basis and is not tied to a specific license count.
2. 3.2. Licensing, Restrictions and Obligations of TP and TPE
  1. Customer access to TP and TPE is granted on an individual basis for up to two (2) Owners of an MSP. An “Owner” must be an active executive of the MSP, hold an equity interest in the MSP and be a decision-maker for the MSP.
  2. As an Owner, you understand that your preparation for and participation in the peer group meetings has a direct effect on other members of your peer group. When you sign up for TP or TPE, you make commitments as described in subsection (c), below, and should you fail to substantially fulfill those commitments, Kaseya reserves the right to remove you from your peer group and place you in a “Foundations” group until you confirm in writing and demonstrate (as reasonably determined by Kaseya) that you will make the commitments required. Your payment obligations for the Product shall continue while you are placed in the Foundations group.
  3. As an Owner, you commit to the following, and if you cannot meet the aforementioned commitments, then you should not purchase TP or TPE:
    - Meetings: Owners shall attend and prepare for the scheduled meetings as follows:
      - Twice-Monthly Meetings: For TP and TPE, two remote meetings each month;
      - Four Quarterly Meetings, each one spanning up to two and a half (2.5) days:
        
        For TP, three in-person quarterly meetings and one remote meeting each year;
        
        For TPE: four remote quarterly meetings each year.
    - Preparation: Owners shall prepare for each meeting (twice-monthly and quarterly) by completing assignments that may, but may not be limited to: updating your SMART Numbers platform, completing special projects and completing required readings.
    - Travel Arrangements and Expense: You are responsible for all travel and lodging expenses and arrangements with respect to the in-person meetings. Locations, dates and times of in-person meetings can be found within your TruPeer Portal.
Coaching and Training Services under PS and PSP
1. 4.1. Eligibility. One-to-One Coaching and training services are available exclusively to customers with an active PSP subscription. These services are not included in the PS offering and cannot be purchased separately. One-to-Many Coaching may be available to PSP customers, in Kaseya’s discretion.
2. 4.2. One-to-One Coaching. You may request individualized virtual coaching sessions that can be scheduled through the Powered Services Portal, which are designed to guide you through Kaseya’s marketing framework. Coaching sessions are 30 minutes in length and follow a standardized course of study known as the Kaseya “Marketing Blueprint,” which is a series of modules intended to progressively develop an organization’s marketing capabilities. Each session may include tasks or assignments that Customers are expected to complete independently before their next session.
3. 4.3. Cancellation Policy for One-to-One Coaching. Kaseya reserves the right to limit the number and frequency of one-to-one coaching sessions as it deems reasonable, based on factors such as resource availability, customer engagement, and participation history. While you may request recurring coaching sessions, access is subject to availability and intended for meaningful progression through the Marketing Blueprint curriculum. Customers are expected to be adequately prepared for each coaching session. If a customer is not prepared—such as by failing to complete previous assignments—Kaseya may, at its sole discretion, decline, cancel, or reschedule the session.
  - To reschedule or cancel a one-to-one session, customers must provide advance notice through the indicated channel. Sessions missed or canceled without appropriate notice may be forfeited. In addition, PSP subscribers may access live monthly webinars covering a broader range of topics relevant to MSP business development. Webinars are typically recorded and made available for on-demand access through the portal; however, Kaseya does not guarantee the availability or duration of access to recorded content, and such availability is subject to change at Kaseya’s sole discretion.
4. 4.4. One-to-Many Coaching. Virtual group coaching sessions are typically recorded and offered on a monthly basis. These webinars provide shared learning opportunities focused on key marketing, sales, and operational strategies for MSPs, and are designed to support broader adoption of the Kaseya marketing framework. Kaseya may also provide opportunities for live engagement during industry events or Kaseya-hosted conferences. During these events, members of the Kaseya team are often available to speak with customers, answer questions, and provide guidance aligned with the Kaseya marketing framework.
  - Kaseya reserves the right to cancel or reschedule any one-to-many coaching sessions at any time, with or without notice.
5. 4.5. Scope of All PS and PSP Coaching. Coaching is focused on specific marketing strategies, processes, and best practices as defined by Kaseya, in its sole discretion. Kaseya does not provide services such as drafting marketing materials, designing email campaigns, or executing marketing initiatives on behalf of customers. Customers are expected to work with the provided templates or source files as-is or modify them using their own resources and expertise.
6. 4.6. Non-Solicitation of Coaching Staff. For up to two (2) years after coaching sessions are rendered, you shall not, directly or indirectly, solicit to employ in any capacity (including, as an employee or contractor) any Kaseya personnel who provided the coaching sessions to your organization (“Restricted Personnel”). Further, you shall not, directly or indirectly, influence or induce Restricted Personnel to discontinue or reduce the scope of their relationship with Kaseya. Your breach of this section shall entitle Kaseya, in its discretion, to terminate all Products subscriptions as defined in the Master Agreement, without the obligation to reimburse you for any prepaid amounts.
Updated Contact Information Required.
In connection with platform credentials, it is critical for customers to promptly notify Kaseya of any changes to their email address or registered business domain, as this information is required to provision and maintain access to Third Party Technology integrations and the Powered Services and TruPeer portals. Failure to keep this information current may result in loss of access to these services. This requirement is in addition to any notice obligations set forth in the Kaseya Master Agreement. All updates must be submitted using the form linked here.
Additional Limits on Warranties and Liability
1. 6.1. No Warranties. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THE KASEYA MASTER AGREEMENT, THE PRODUCTS AND SERVICES DESCRIBED IN THESE TERMS ARE PROVIDED “AS IS,” “WITH ALL FAULTS,” AND WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
2. 6.2. Additional Limits. IN ADDITION TO THE LIMITS ON WARRANTIES AND LIABILITY SET FORTH IN THE KASEYA MASTER, KASEYA MAKES NO REPRESENTATION OR WARRANTY THAT THE SERVICES WILL MEET CUSTOMER REQUIREMENTS. FEEDBACK, GUIDANCE OR RECOMMENDATIONS PROVIDED THROUGH PEER GROUPS, OR POWERED SERVICES, IN COACHING SESSIONS, WEBINARS, RELATED FORUMS OR OTHERWISE, IS FOR GENERAL EDUCATIONAL PURPOSES ONLY AND DOES NOT CONSTITUTE LEGAL, FINANCIAL, BUSINESS OR PROFESSIONAL ADVICE. THIS DISCLAIMER OF WARRANTIES APPLIES TO ALL USE OF THE SERVICES, INCLUDING ANY MATERIALS, CONTENT, OR DATA PROVIDED OR MADE AVAILABLE THROUGH PS AND PSP, TP and TPE.