Acceptable Use Policy

Last Updated: February 19, 2025

1. Purpose

This Acceptable Use Policy ("AUP") outlines the proper use of MSP4US services. This policy protects our customers, our employees, and our business from illegal or damaging actions by individuals, either knowingly or unknowingly.

By using MSP4US services, you agree to comply with this AUP.

2. General Use and Ownership

MSP4US provides IT monitoring and support services for personal and home office use. While we grant you permission to use our services, we retain all rights to our software, systems, and proprietary technology.

You May:

  • ✅ Use services for personal or home office purposes
  • ✅ Monitor devices you own or have permission to monitor
  • ✅ Request support for legitimate technical issues
  • ✅ Install software on devices you own or control

You May Not:

  • ❌ Use services for commercial data centers or large businesses
  • ❌ Monitor devices without owner permission
  • ❌ Resell or redistribute our services
  • ❌ Share your account with others

3. Prohibited Activities

3.1 Illegal Activities

You may not use our services to:

  • Violate any local, state, national, or international law
  • Engage in or promote illegal activities
  • Pirate software, music, movies, or other copyrighted content
  • Access systems or networks without authorization
  • Distribute malware, viruses, or other harmful code

3.2 Security Violations

Prohibited security activities include:

  • Attempting to bypass security measures in our software
  • Reverse engineering our monitoring software
  • Attempting to hack, penetrate, or test our systems
  • Using our services to launch attacks on other systems
  • Port scanning, network sniffing, or similar activities
  • Distributing viruses, worms, Trojans, or other malware

3.3 Abusive Behavior

You may not:

  • Harass, threaten, or abuse our staff or other customers
  • Use profane, obscene, or offensive language with support
  • Make repeated unreasonable demands on support resources
  • Deliberately provide false information
  • Impersonate another person or entity

3.4 System Abuse

You may not:

  • Attempt to overload or crash our systems
  • Use automated scripts to abuse our services
  • Create multiple accounts to circumvent limits
  • Use services in ways that degrade performance for others
  • Attempt to gain unauthorized access to our systems

3.5 Fraudulent Activity

Prohibited fraud includes:

  • Using stolen credit cards or payment information
  • Chargebacks after receiving services
  • Creating accounts with false information
  • Exploiting billing errors in your favor
  • Sharing accounts to avoid proper payment

4. Appropriate Support Requests

4.1 Legitimate Support

We're happy to help with:

  • Technical issues with monitored devices
  • Software installation and configuration
  • Security concerns and virus removal
  • Performance optimization
  • Account and billing questions

4.2 Out of Scope

We cannot help with:

  • Recovering passwords for third-party accounts
  • Circumventing parental controls or workplace restrictions
  • Illegal software activation or "cracking"
  • Devices not enrolled in your account
  • Hardware repairs (we monitor software only)
  • Training on complex professional software

4.3 Reasonable Use of Support

While we offer support, we expect reasonable use:

  • Don't submit duplicate tickets for the same issue
  • Wait for responses before escalating
  • Provide requested information promptly
  • Don't demand immediate resolution for non-urgent issues
  • Accept when issues are beyond our scope

5. Device Monitoring Restrictions

5.1 Authorization Required

You may only monitor devices where:

  • You are the owner
  • You have explicit written permission from the owner
  • You are the parent/guardian monitoring a minor's device

5.2 Prohibited Monitoring

You may NOT:

  • Monitor devices without owner knowledge or consent
  • Install monitoring software on public computers
  • Monitor employer-owned devices without company authorization
  • Use monitoring for surveillance or stalking purposes
  • Monitor spouse/partner devices without consent (except in specific legal circumstances)

5.3 Parental Monitoring

Parents/guardians may monitor minor children's devices, but must:

  • Inform children of monitoring (age-appropriate disclosure)
  • Use monitoring for safety, not harassment
  • Respect reasonable privacy as children mature
  • Cease monitoring when child reaches 18

6. Software and Account Security

6.1 Your Responsibilities

You must:

  • Keep your password secure and confidential
  • Not share account credentials
  • Notify us immediately of unauthorized access
  • Use strong, unique passwords
  • Enable two-factor authentication if offered

6.2 Software Integrity

You must not:

  • Modify, reverse engineer, or decompile our software
  • Remove or disable monitoring features
  • Attempt to extract proprietary code
  • Create derivative works
  • Redistribute our software

7. Content and Communication

7.1 Support Communications

When communicating with support:

  • Be respectful and professional
  • Provide accurate information
  • Don't send spam or irrelevant messages
  • Don't include offensive content
  • Respect staff boundaries

7.2 Prohibited Content

Don't send or store via our services:

  • Illegal content
  • Child exploitation material (zero tolerance - reported to authorities)
  • Threats or harassment
  • Malicious code or exploits
  • Spam or phishing attempts

8. Reporting Violations

8.1 How to Report

If you become aware of AUP violations, report to:

  • Email: [email protected]
  • Subject Line: "AUP Violation Report"
  • Include: Details, evidence, affected accounts/devices

8.2 Investigation

We will:

  • Investigate reported violations promptly
  • Take appropriate action based on findings
  • Maintain confidentiality of reporters when possible
  • Cooperate with law enforcement when required

9. Consequences of Violations

9.1 Enforcement Actions

Depending on severity, we may:

  • Warning: First-time minor violations
  • Temporary Suspension: Pending investigation or for repeat violations
  • Permanent Termination: Serious or repeated violations
  • Legal Action: For illegal activities or damages
  • Law Enforcement Notification: For criminal activities

9.2 No Refunds

Accounts terminated for AUP violations are not eligible for refunds, even within the 30-day guarantee period.

9.3 Device Ban

In serious cases, devices may be permanently banned from our services.

10. Revisions to This Policy

We may update this AUP:

  • To address new technologies or threats
  • To clarify existing provisions
  • To comply with legal requirements

Updates will be posted on our website with the revision date. Continued use constitutes acceptance of changes.

11. Questions and Contact

Questions about this policy?

Summary: Use Our Services Responsibly

  • ✅ Use services legally and ethically
  • ✅ Monitor only devices you have permission for
  • ✅ Treat our staff with respect
  • ✅ Keep your account secure
  • ✅ Report violations you discover