The ConnectWise Master Agreement is the standard contract for every ConnectWise Offering: software, software as a service, services and education, including offerings used on a trial basis. It is accepted by click-through, by signature, by signing a Schedule that references it, or simply by using the offering.[1] The version on ConnectWise’s Legal page is dated 2026-07-01. A separate Australian version and an archive of prior versions are published alongside it.[2][3]
The Agreement has four parts. The Master Terms (sections 1 to 16) apply to everything. The SaaS Addendum covers hosted offerings, the Software Addendum covers on-premises “ConnectWise Software”, and the Services Addendum covers professional services and Education.[1] When documents conflict, precedence runs from the Schedule, to the relevant Addendum, the Master Agreement, the Documentation, and finally documents incorporated by reference. A customer purchase order has “no force or effect whatsoever”.[1] Product-specific “Product Terms” override the Agreement for their product, to the extent of a conflict. ConnectWise may update them on notice or publication. The 2026 text links the Axcient Partner Agreement and Fair Use Policy and the ConnectWise AI Agents Terms of Use as Product Terms.[1][4]
Editions
The Agreement does not define product editions; Schedules and product pages do. It does distinguish four ways of licensing:
| Construct | Defined in | What the customer gets |
|---|---|---|
| SaaS | SaaS Addendum §3 | A non-transferable right to access SaaS during the Subscription Term, up to the Authorized Use Limitation |
| Subscription (on-premises) | Software Addendum §2.I | A licence to use ConnectWise Software on premises for a specific period, including Assurance unless the Schedule says otherwise |
| Perpetual License | Software Addendum §2.G | A licence “for an indefinite period subject to compliance with the Agreement” |
| Free Offerings and free trials | Master Terms §7 | Free use up to documented limits, or evaluation for the Trial Period |
Metrics
The Master Terms define two metrics; the Addenda add a general billing unit.
- Agent (§2.3): one installation of agent software on one operating system instance with a unique host identification. For a device without an operating system, it is one managed computerised device.[1]
- Named User (§2.23): a designated individual or device. A non-human device or process “may be counted as a Named User” if it needs its own access credentials.[1] Catalog proof: Devices and processes with their own credentials can count as Named Users.
- Billing Metric (SaaS Addendum §2.1) and License Metric (Software Addendum §2.E). These are the units in which the Authorized Use Limitation is stated, for example “Agents, Named Users or Servers”.[1]
Unless the Schedule says otherwise, fees for both SaaS and on-premises Software “are based on Named Users or Agents”.[1]
Counting / floors
Usage limits. Every offering is subject to the Authorized Use Limitations in its Schedule and Documentation. If the customer goes over and cannot or will not reduce usage, it must sign a Schedule for more and/or pay the excess-usage invoice (§4.2). For SaaS, ConnectWise monitors usage, and overage “will be treated as an order for excess use” (SaaS Addendum §4.1).[1] Catalog proof: Exceeding an Authorized Use Limitation requires a new Schedule or payment; SaaS overage is treated as an order and billed.
Tracking. The offerings are “programmed to track the number of deployed Agents, users and other usage”. The customer must enable that tracking and must not hinder it. Per-user SIEM customers must also enable the Microsoft 365 integration so that users are counted accurately (§10.3).[1] Catalog proof: Offerings track Agents, users and usage; customer may not hinder tracking.
No mid-term reduction. “Quantities licensed cannot be decreased during the relevant subscription term.” Fees remain due for unused Named Users, Agents or other licences (§14.2).[1] Catalog proof: Licensed quantities cannot be decreased during a subscription term.
Monthly Minimum. Under a scheduled monthly minimum, the customer pays the greater of the minimum and actual usage. Usage is measured “within the ConnectWise Offering”. Charges start when an offering is deployed on a Supported Device, and some offerings are prorated by days deployed. The customer pays for any agent that appears in its ConnectWise Portal, unless it promptly told ConnectWise that the agent could not be removed (SaaS Addendum §4.3).[1] Catalog proof: Agents visible in the ConnectWise Portal are billable.
Licence keys. Apart from a fully paid perpetual licence, an offering’s authorisation protocol needs periodic notice of authority from ConnectWise. The offering may stop working when the authorised number of days runs out. ConnectWise may disable Agents or withhold renewal to enforce its rights (§§6.4, 10.2).[1] Catalog proof: Non-perpetual offerings stop without periodic authorisation.
Virtualization & partitioning
The only virtualisation rule is in the Agent definition. “Each instance of the operating system on a partitioned/virtualized Server must license an Agent.”[1] The Agreement has no host-based, core-based or cluster-based option. Catalog proof: One Agent per operating system instance, including virtual partitions.
Cloud / BYOL
SaaS client data is stored in the Data Center Region named in the SaaS Listing. On request within 30 days after expiry or termination, client data is made available for export, and after that it is deleted (SaaS Addendum §§5.1, 5.4). Software that ConnectWise provides to support SaaS may be used only with SaaS. It must be removed, and its removal certified, at the end of the Subscription Term (SaaS Addendum §3.6).[1] The Agreement contains no bring-your-own-licence or third-party cloud provisions for on-premises ConnectWise Software.
Programs
Renewal and pricing
Subscriptions and Assurances “will automatically renew for additional periods equal to the shorter of the expiring term and one year”. Either party can stop this with written notice of non-renewal at least 60 days before the term ends. “The per-unit pricing during any renewal term will increase.” Promotional pricing increases at renewal. A renewal at lower volume is re-priced “without regard to the prior term’s per-unit pricing” (§14.2).[1] Catalog proof: Subscriptions and Assurance renew automatically unless 60 days’ notice is given; Renewal at a lower volume is re-priced.
The Master Terms allow price increases on at least 30 days’ notice, no more than once every twelve months (§6.4). The SaaS Addendum separately reserves the right to modify Schedule prices at any time. Continued use after notice counts as acceptance (SaaS Addendum §4.2).[1] Fees are non-cancellable and non-refundable unless an Addendum gives a pro-rated refund. Invoices are deemed accepted unless disputed in writing within ten days. Late payments carry 1.5% interest per month (§§6.1, 6.4, 6.5).[1] Catalog proof: Price increases at most once every 12 months with 30 days’ notice; Invoices are deemed accepted unless disputed within 10 days.
Trials and evaluation
Free trials last for the Trial Period, which is thirty days if no period is stated, and are “for non-production, evaluation purposes only”. Free Offerings are free only up to documented limits, and ConnectWise may end them at any time (§§2.31, 7).[1] The SaaS Evaluation Period for Managed Services offerings lasts fourteen days from receipt of portal login details (thirty days for the Help Desk). It is limited to the customer’s own network and five End User sites. If SaaS Agents are not removed before it ends, the customer is “deemed to have purchased a full Software subscription” at full prices, with a minimum of USD 250 per month (SaaS Addendum §3.3.1).[1] Catalog proof: Free trials are for non-production evaluation only; SaaS evaluation limited to internal network and five End User sites; SaaS Agents left after evaluation become a paid subscription (USD 250 monthly minimum).
Assurance and warranties
Assurance gives on-premises Software telephone and online support, fixes, patches and new Releases. A Subscription includes Assurance unless stated otherwise. A customer on Assurance “must operate the Software at ConnectWise’s most current release level”. ConnectWise aims to give six months’ notice before it stops producing new Versions or Releases (Software Addendum §§2, 4).[1] Software carries a 90-day performance warranty. If the warranty remedy ends in termination, a perpetual licence is refunded on a three-year amortisation schedule (Software Addendum §§6-7). SaaS is warranted to perform materially to the Documentation during the Subscription Term, with an uptime objective of 99.99% (SaaS Addendum §§10, 12).[1] Catalog proof: Assurance requires the current release; Perpetual licence refunds use a three-year amortisation.
Services and Education
Professional services are delivered under a Statement of Work on a time-and-materials, fixed-price or staff-augmentation basis. Payment of licence and support fees “is not contingent upon Client receiving the Services”. Prepaid Funds must be used within one year of purchase or they expire. Education classes cancelled by the customer less than 15 business days ahead may be charged up to 100% of the class fee (Services Addendum §§3, 4, 6).[1] Catalog proof: Prepaid Funds for services and education expire after one year.
Use rights and restrictions
The SaaS licence is for internal use by Authorized Users, up to the Authorized Use Limitation. Authorized Users exclude outsourcers, facilities management providers, MSPs and application service providers (§2.5; SaaS Addendum §3.2). A separate grant lets an MSP sublicense the agent to End Users solely to deliver Managed Services. Resale, time-sharing and use to build a competing product are prohibited (SaaS Addendum §3.3).[1] On-premises Software gets an object-code licence for internal business purposes up to the Authorized Use Limitation. Automate used for Managed Services is licensed for the designated Operations Center (Software Addendum §§3.1-3.2).[1] Catalog proof: Authorized Users exclude outsourcers and MSPs; MSP licensees may sublicense the agent to End Users only to deliver Managed Services; Automate for Managed Services is licensed for the designated Operations Center.
Two clauses restrict who may be a customer at all. A business that provides goods or services in competition with ConnectWise may not use any ConnectWise Offering without written consent. Nobody may use the offerings for benchmarking or competitive monitoring (preamble; §16.14).[1] Catalog proof: Competitors may not use ConnectWise Offerings without consent.
Audits and compliance
Under §16.12, ConnectWise may audit the customer and its Affiliates, remotely or on site, on 30 days’ notice and during business hours. It may use a mutually agreed independent third party under non-disclosure terms if the customer asks. “Unless supported by reasonable suspicion of a deviation”, audits happen no more than once per calendar year.[1] The clause has no cost-shifting provision. Separately, §4.2 makes use subject to “audit and review” of configuration and data volumes, and lets ConnectWise throttle excessive data. If ConnectWise must take legal action to enforce the Agreement, it recovers its attorneys’ fees (§16.8).[1] Catalog proof: ConnectWise may audit on 30 days’ notice, normally once per calendar year.
Transfer, term and termination
The customer may not assign the Agreement without ConnectWise’s written consent, which is “not to be unreasonably withheld”. Affiliates may buy directly only after signing a participation agreement (§§3.1, 16.7).[1] Either party may terminate for an uncured material breach after a 30-day cure period, or for insolvency. If ConnectWise terminates for the customer’s breach, all fees become immediately due (§§14.3-14.4).[1] Claims must be raised in writing within 45 days and filed within one year. Liability is capped at the fees for the product concerned in the previous twelve months, and there is a class-action waiver (§§13, 16.10).[1] Catalog proof: Assignment requires ConnectWise consent.
Out of scope
- Product Terms published separately: the AI Agents Terms of Use, Axcient terms, the ConnectWise Cloud Backup and SaaS Security terms, and the SentinelOne MSSP Agreement.[1][4]
- Prior Master Agreement versions and legacy terms, which still bind customers who accepted them.[3]
- Hardware terms for the ConnectWise SIEM sensor, apart from noting that its warranty can be renewed only once (§9.2).[1]
- The Data Processing Addendum incorporated by §16.1.[1]