Terms of service.

1. These terms

These terms are an agreement between you — the business using Ops AI ("you", "your") — and Ops AI ("Ops AI", "we", "us"). By signing up for or using the product at app.msp-ops.ai, you accept them. If you're accepting on behalf of an organisation, you confirm you have authority to bind it.

Ops AI is operated by MSP Ops AI Ltd, a company registered in England and Wales (company number 17199742), with its registered office at 3 Ketteringham Drive, Warrington, Cheshire, WA5 3UD, United Kingdom.

2. The service

Ops AI is an automation runtime for Managed Service Providers. It connects to your tools, runs the SOPs you author, and executes vendor actions through an agent runtime with approval gates and a full audit trail. We improve the service continuously and may add, change, or remove features; we won't materially reduce the core functionality of a paid plan during a billing period without notice. Features marked beta or preview are provided as-is.

3. Eligibility and accounts

Ops AI is for businesses, not consumers. Sign-in is through Microsoft Entra — there's no email-and-password option — so you need a Microsoft tenant to use it. You're responsible for your users, for keeping access under control, and for everything done under your account. Tell us promptly at security@msp-ops.ai if you suspect unauthorised access.

4. Your responsibilities

Ops AI acts on the instructions you configure. That makes a few things your responsibility:

• The SOPs and settings you author. You decide what the agents do and which actions are auto-approved. Every write is gated by default; if you switch a step to auto-approve, you accept the outcomes of that step.
• The systems you connect. You confirm you have the right to connect each vendor account and to authorise automated actions in it, including on behalf of your own customers.
• Oversight. Ops AI is a tool, not a replacement for your judgement. Keep appropriate human review and your own backups for anything material.

You remain responsible for the actions taken in your and your customers' connected systems, including actions you've authorised an agent to take automatically.

5. Acceptable use

When using Ops AI, you agree not to:

• use it for anything unlawful, or to process data you have no right to process;
• attempt to break tenant isolation, access another tenant's data, or probe our security except through our disclosure process;
• reverse-engineer, copy, or resell the service, or use it to build a competing product;
• send spam or abusive automated traffic, or place an unreasonable load on the API;
• use the service for high-risk purposes it isn't designed for, where failure could cause death, personal injury, or serious harm.

We may suspend access where there's a serious or repeated breach, a security risk, or a legal requirement — and we'll restore it once the issue is resolved.

6. Third-party integrations

Ops AI connects to Autotask PSA, Datto RMM, IT Glue, Pax8, Microsoft CSP, UniFi, and Datto EDR through your own vendor accounts. Your use of each vendor is governed by your agreement with that vendor, and you authorise Ops AI to act on those systems within the scope you configure. We're not responsible for a vendor's availability, pricing, or breaking API changes, though we work to keep our integrations current and our tests catch vendor changes quickly.

7. Plans, trials, and billing

Free trial

New accounts get 14 days of Professional features with no payment card required. You can add a payment method whenever you like — it won't be charged until the trial ends. If the trial ends without a plan, your account pauses; you'll have time to come back or export your data before anything is removed.

Plans and fees

Ops AI is sold as Starter and Professional plans, priced per tenant and billed monthly in advance. Current prices are on our Pricing page. Payment is processed by Stripe. Fees exclude VAT and other taxes, which we add where required. Fees are non-refundable except where the law requires otherwise.

Changes and cancellation

We may change prices with at least 30 days' notice before they apply to your next billing period. You can cancel any time from your dashboard; your plan stays active until the end of the current paid period, and we don't pro-rate a partial month.

8. Your data and ownership

Your data is yours. That includes the SOPs you author, the operational data you run through Ops AI, your audit logs, and your agent traces. We process it in line with our Privacy policy and Data Processing Addendum, and only to provide, secure, and support the service.

You can export your data at any time. When your agreement ends, we return or delete it within 30 days, at your choice, except where we must keep a copy to meet a legal obligation. We may use aggregated, anonymised data — which can't identify you or your customers — to operate and improve the service.

9. Intellectual property

We own the Ops AI platform, software, and brand, and all related intellectual property. During your subscription you get a limited, non-exclusive, non-transferable right to use the service for your own business. You keep all rights in your data and content. If you send us feedback or suggestions, we can use them to improve the product without obligation to you.

10. Service levels and support

We aim for best-effort uptime on Starter and target 99.9% monthly uptime on Professional. Live status and incident history are at app.msp-ops.ai/status. Service credits, where they apply, are set out in a bespoke contract. Support is by email; we reply within one business day. We may run planned maintenance and will give notice of anything likely to cause noticeable downtime.

11. Confidentiality

Each party may receive confidential information from the other. Both of us agree to protect it, to use it only to perform under these terms, and not to disclose it except to people who need it and are themselves bound to keep it confidential. This doesn't apply to information that's public through no fault of the receiver, already known, or independently developed.

12. Warranties and disclaimers

We provide the service with reasonable skill and care. Beyond that, and to the extent the law allows, the service is provided "as is". We don't warrant that it will be uninterrupted or error-free.

AI outputs can be wrong. Agent reasoning and outputs may contain errors. That's exactly why approval gates exist and are on by default. You're responsible for reviewing material actions and for the decisions you automate. Ops AI is not professional, legal, or security advice.

13. Limitation of liability

Neither party is liable for indirect, special, or consequential loss, or for loss of profit, revenue, data, or goodwill. Our total liability arising out of or in connection with these terms is capped at the fees you paid us in the 12 months before the claim arose.

Nothing in these terms limits liability that can't be limited by law — including for death or personal injury caused by negligence, or for fraud.

14. Indemnity

You'll indemnify us against claims, losses, and costs arising from your misuse of the service, from the data or content you put through it, or from actions you authorised an agent to take that breach the law or a third party's rights.

15. Term and termination

These terms apply for as long as you use Ops AI. Because plans are month-to-month, either of us can end the agreement: you by cancelling in your dashboard, us on reasonable notice. We may suspend or terminate immediately for a serious breach, non-payment, or a legal or security requirement.

When the agreement ends, your access stops, we handle your data as described in section 8, and the clauses that are meant to survive — including those on your data, intellectual property, confidentiality, liability, and governing law — continue to apply.

16. Changes

We may update these terms. We'll revise the effective date at the top, and for material changes we notify account holders by email before they take effect. If you keep using Ops AI after a change takes effect, you accept the updated terms. If you don't agree, stop using the service and cancel.

17. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute, except that either party may seek injunctive relief in any competent court.

18. General

These terms, together with our Privacy policy, Data Processing Addendum, and any signed Master Services Agreement, are the entire agreement between us. We may assign them to a successor on a merger, acquisition, or sale of assets; you may not assign them without our consent. If any part is found unenforceable, the rest stays in force. A delay in enforcing a term isn't a waiver of it. Neither party is liable for delay or failure caused by events beyond its reasonable control. Except as set out here, a person who isn't a party has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.

19. Contact

Questions about these terms, or a request for a signed Master Services Agreement, Data Processing Addendum, or jurisdiction-specific appendix, go to legal@msp-ops.ai.