Kaseya NOC Terms of Use

Updated as of October 7, 2025

These Kaseya Network Operations Center (“NOC”) Terms of Use (“Terms“) govern your organization’s (“you” or “Customer”) use of Kaseya’s NOC Product platform and related services (“NOC Services” or “Services”).  These Terms are made a part of, and governed by, the Kaseya Master Agreement accessible here or such other Kaseya master agreement entered into by you and Kaseya (the “Master Agreement”).   Kaseya refers to Kaseya US, LLC. or the affiliate from which you purchase NOC Services (“Kaseya,” “us” or “we”).  The Master Agreement (along with its referenced documents), these Terms, the NOC Services Guide, and all referenced documents therein collectively are referred to as the “Agreement.” Capitalized terms not defined in these Terms have the meaning given to them in the Master Agreement or the NOC Services Guide.  By purchasing or using the NOC Services, you agree to be bound by the Agreement.

I           Definitions

The following Definitions shall apply to the Services and the Agreement:

“Alerts” means automated notifications sent to the Kaseya NOC when a Covered Endpoint experiences a critical event, such as a service outage or defect.

“Covered Endpoints” means an Endpoint that: (a) you have enrolled in NOC Services; (b) is running an operating system type and version that Kaseya supports as set forth in the Services Description, and; (c) that has installed upon it a Supported RMM Application, if needed.  The term Covered Endpoint includes the Supported Applications that NOC also Alerts upon but only to the extent set forth in the Scoping Document.

“Endpoints” means endpoint devices, such as servers, laptops, network devices as set forth on the Scoping Document.

“NOC Services Guide” or the “Guide” means the guide, published by Kaseya, that describes various details about NOC Services, including a list of in-scope and out-of-scope activities and occurrences, NOC procedures, and Supported devices, applications and systems.

“Onboarding” means the process (typically three sessions) engaged in by the parties to kick off the NOC Services.

“Onboarding Summary” means a summary of the decisions and agreements mutually made during the Onboarding process, and shared with you.

“Runbook” means the standard operating procedures that you may share with Kaseya, and that Kaseya agrees to follow when providing NOC Services.

“Scoping Document” means a document that may be created during the Scoping sessions, and that captures any scope of Services that are not aligned with the scope described in the NOC Services Guide; for clarity, the Scoping Document is only created in the event of such exceptions to the Guide.

“Scoping” means the process engaged in by the Customer and Kaseya prior to an Order for NOC Services being signed during which the parties review the scope of the NOC Services as described in the NOC Services Guide, and discuss any potential exceptions to that Guide.

“Services Description” means the NOC Services Guide, the Scoping Document (if any) and the Onboarding Summary, that together describe your NOC Services.

“Supported Application” means an RMM, Antivirus, Backup, PSA or other such application that is of a type and version that Kaseya supports and that is set forth on the Scoping Document.

II         Terms

1. 1. General
      1. General Description. Kaseya NOC Services are provided to monitor and, if management is purchased, to resolve issues or incidents that may affect the performance, security or availability of Covered Endpoints.  There are different NOC Service offerings available (“Service Offerings”); please consult your Product sales representative for details of the different Offerings.   Additional details regarding NOC Services are captured in the Services Description.  These documents, along with the Master Agreement and these Terms work together to define your NOC Services.
      2. Interactions with Kaseya NOC. Kaseya will provide the NOC Services only to the personnel of the Customer that purchased NOC Services from Kaseya, and not the personnel of such Customer’s clients or end users.   A Customer will be contacted by NOC as necessary by telephone, email or SMS, as detailed in the Onboarding Summary.  Unless otherwise stated in the Services Description, NOC Services are provided in the English language only.  NOC Services are not Help Desk services (which may be purchased separately) and are not meant for troubleshooting end user concerns.
      3. Remote Services, RMM Required. All NOC Services are provided remotely and, as set forth in the Services Description, certain types of Covered Endpoints require Kaseya’s remote access through a fully functioning RMM solution supported by Kaseya. Each party agrees to immediately notify the other of service outages or other issues that could impact remote access to Covered Endpoints, as well as the potential for false Alerts.  Kaseya is not liable for failure to provide NOC Services due to its inability to access the Covered Endpoints remotely.  Should the RMM solution fail to function for any reason other than Kaseya’s uncured breach, you are responsible to pay for NOC Services even where the NOC Services cannot be delivered due to the absence of remote access.  The level of integration between NOC Services and RMM solutions varies depending on the RMM Solution provider, and it is your responsibility to choose among the Supported RMM Solutions.
      4. The NOC Services Scope. The NOC Services Guide describe the scope of the NOC Services.  An additional Scoping Document may be agreed upon by the parties, but only where your services require exceptions to those described in the Guide.  In addition, an Onboarding Summary will be provided to you, which captures some of the Service details agreed upon during Onboarding.  All of the foregoing documentation (the Services Description) are available from your Kaseya account manager.  Any activities that are not listed in the Services Description as in-scope are out-of-scope and will be escalated back to the Customer for resolution.  Unless otherwise specifically set forth in the Services Description, out-of-scope activities include: (i) any services that require on-site activities (ii) any issue that requires the help of a third-party supplier and (iii) any issue that cannot be remedied by the Kaseya NOC.  Customer is responsible for promptly addressing out-of-scope action items.
   2. NOC Service Fees and Licenses.
      1. Covered Endpoint Licenses.  NOC Services are provided in exchange for NOC Service fees as set forth on the applicable Order.  Scoping and Onboarding fees also apply, and set forth on the applicable Order.  Each Covered Endpoint requires a NOC License.  Fees are paid either monthly or annually in advance unless otherwise agreed to by the Customer and Kaseya.
      2. License Subscriptions and Pools. NOC Licenses are sold in two ways: (i) in pools which lets you share licenses from the pool among multiple clients (“License Pools”) or; (ii) a single Subscription for individual organizations.  In either case:
         • should the number of Covered Endpoints fall below the number of Licenses in a Subscription, you must continue to pay for all Licenses through the Committed Service Term of the Subscription, and;
         • should the number of Covered Endpoints exceed the number of Licenses in a Subscription, you must purchase additional Licenses as needed (either by contacting your Kaseya account manager or, if and when available, purchasing through a Kaseya Portal). Once the necessary Licenses are purchased, you may then contact your Kaseya service deliver manager to request onboarding of new Covered Endpoints.  If Covered Endpoints are added prior to the purchase of the necessary additional Licenses, it is your obligation to ensure that purchases are made promptly thereafter, and Kaseya has the right to invoice for past periods during which the Covered Endpoints exceeds purchased Licenses.

         You may also contact your NOC service deliver manager to move Licenses from one Endpoint to a new Endpoint, provided the new Endpoint is of a type supported NOC Services. It may take up to forty-eight (48) business hours after acknowledgement of your assignment request for the NOC to authenticate and begin NOC Services on the newly Covered Endpoint.

      3. Remote Hands and Dedicated Resource Services. Remote Hands Services are sold as an add-on to NOC Services on a Subscription basis for the performance of routine operational services that are otherwise out-of-scope for NOC.  After a Remote Hands Scoping session, Kaseya and the Customer will enter into Services Description documentation that is specifically for Remote Hands Services.  Typically the Services are provided for a set number of hours a month, which are forfeited at the end of the month if not used.  Dedicated Resource Services is similar to Remote Hands Services, but where the Services are performed by specific Kaseya personnel (each a “Dedicated Tech”).  Replacement of a Dedicated Tech will be pursuant to Kaseya’s standard criteria and procedures.
      4. Reporting and Review. On a monthly basis, Kaseya will provide Customers with a general report of NOC Services.  These Reports will include various information depending on the Services Description.  Examples of information that might be found in the Reports (depending on Services Description) include: a scoring of Services provided against Service goals, Services broken down by type; a sampling of Alerts received; patch management status, and; a review of escalations back to the Customer.  Upon either party’s request, the other party shall participate in a meeting to review the performance of NOC Services and related data.  The parties will mutually agree upon a cadence for such meetings, provided that neither party is entitled to require more than one thirty (30) minute meeting each month.
      5. Modification of NOC Services.  Kaseya may remove Endpoints, Operating Systems, Applications, Tools or any other aspect of NOC Services from the list of that which is supported by NOC Services from time to time based on reasonable grounds such as, for example, a manufacturer’s end-of-support, or known bugs, malicious code or vulnerabilities that may create problematic or damaging circumstances.  Where such modification materially decreases the scope of the NOC Services, the parties will work together to re-Scope the Services in a reasonable manner.
      6. Service Level Objectives.  NOC response times vary depending on many factors including the Customer environment and expected volume of Alerts.  Kaseya’s Service Level Objectives (“SLO”) are set forth in the Services Description.  Please remember, SLOs are objectives and are not hard commitments.
      7. Retention of NOC Ticket Information.  During a NOC Services Subscription term, Kaseya will retain NOC ticket information for six (6) months after the creation of the ticket, and thereafter reserves the right to delete such information.  NOC ticket information is not available for export to the Customer.
   3. Customer Responsibility and Cooperation.
      Successful NOC Services require your prompt participation and response, and potentially that of your clients and other end users. You and your organization agree to provide the cooperation and information that Kaseya needs to deliver NOC Services, and to undertake activities, as described in the Services Description (collectively, “Customer Cooperation”).  Should a Customer fail to take required action within fourteen (14) days with respect to a particular Covered Endpoint, and should such inaction lead to recurring NOC Alerts, Kaseya reserves the right to exclude such Endpoint from the NOC Services until the issue has been resolved. Kaseya shall not be responsible for any delay or failure in NOC Services where your organization does not meet the Customer Cooperation guidelines.
   4. Limitation of Liability
      Kaseya provides NOC Services on a reasonable-efforts basis only and does not guarantee backup integrity,  recovery success or any other outcome. The monitoring, management and resolution of issues depend on systems and services outside Kaseya’s control (including customer infrastructure, configurations, credentials, networks, power, third-party platforms, and data quality). To the maximum extent permitted by law, Kaseya, its suppliers and other related entities and individuals shall not be liable for any damages arising from or related to these Services, including those stemming from data loss, corruption, unavailability, or delays in recovery.  Additional limits on liability and warranties are found in the Kaseya Master Agreement and apply to NOC Services.