LICENSEWARE EULA, DPA and SLA covers the legal documents that govern the use of the LICENSEWARE platform. All of them are published on one page, licenseware.io/legal. The main contract is the End User License Agreement (EULA), a B2B licence between the customer (the Licensee) and Licenseware Technology Services S.R.L. (the Licensor). It covers the Apps described in the customer’s Order Form. Licences may be granted by LICENSEWARE directly or by an authorised Reseller.[1] The EULA brings in a support exhibit, a service level exhibit and, by reference, the Data Processing Addendum (DPA). Both the EULA and the DPA show “Last updated: April 2026” without a day.[1][2]
End User License Agreement
Grant and scope
Section 2.1 grants “a non-exclusive, non-transferable, revocable and limited licence” to install (where applicable) and use the Apps in the Territory during the Licence Term, for the Licensee’s own internal business purposes. The grant depends on continuous compliance and on payment of the Licence Fee.[1] The EULA does not fix quantities itself. The Order Form, which may be an order form, a statement of work or a set-up form, sets the number of licences, the Licence Fee, the commencement date and the Territory.[1] Affiliates may use the rights only with prior written consent, and only for the business purposes of the Licensee and the Declared Affiliates named in the Order Form.[1] The catalog rules are the grant and the Order Form.
Restrictions
Section 3.1 forbids the Licensee to:[1]
- copy the Apps, except for back-up or disaster recovery;
- rent, lease, sell, sublicense, assign or transfer its rights;
- decompile or reverse-engineer the Apps, except where essential for interoperability;
- modify, port, adapt or translate the Apps;
- allow a Designated User login to be used by more than one individual;
- breach export control laws.
A Designated User is any user of the Apps named to LICENSEWARE by the Licensee.[1] The Apps are licensed, not sold, and there is no right to the source code.[1] The catalog rules are Designated User logins and no transfer.
Term, renewal and changes
The Licence Term is the first year, “automatically renewing for successive 12-month periods (each a Renewal Term) unless terminated in accordance with this Licence”.[1] The published EULA has no separate termination clause. It sets no notice period for non-renewal and does not say what happens to the customer’s access when the licence ends. Data return and deletion on termination are covered by the DPA (see below). The EULA preamble says LICENSEWARE may update the terms from time to time and that the Licensee is responsible for checking. Section 10.3 says the Licence may be amended only in writing signed by both parties.[1] The catalog rules are renewal and updates and amendments.
Warranty, indemnity and liability
LICENSEWARE warrants that it has the right to grant the licence, and that the Apps will materially conform to their specifications when used as documented. Otherwise the Apps are provided “as is”.[1] LICENSEWARE defends and indemnifies the Licensee against third-party intellectual property claims, up to EUR 1,000,000. That amount counts towards the overall cap.[1] The Licensor’s total liability is capped at the Licence Fees paid in the 12 months before the event giving rise to the claim. Neither party is liable for indirect or consequential loss.[1] Confidentiality survives termination for five years.[1] The catalog rule is the liability cap.
Governing law
The EULA is governed by the laws of Romania, and the parties submit to the exclusive jurisdiction of the Romanian courts. Email is accepted as formal notice.[1] See Romanian law.
Audit
The published EULA contains no clause allowing LICENSEWARE to audit, inspect or measure a Licensee’s use of the Apps. It also has no true-up mechanism. Compliance obligations are limited to the restrictions in section 3, compliance with the Documentation, and ensuring that employees, agents and subcontractors abide by the Licence.[1]
Support and service levels
Exhibit A (Support Agreement) defines five severities and their targets.[1]
| Severity | Response target | Resolution target |
|---|---|---|
| P1 Critical | Within 1 hour | Best effort within 4 hours |
| P2 High | Within 1 business day | Within 5 business days |
| P3 Medium | Within 1 business day | Up to 2 weeks |
| P4 Low | Within 1 business day | Addressed in upcoming releases |
| P5 Informational | As soon as reasonably possible | Not applicable |
Support covers the production SaaS platform, the apps and documented features. It excludes non-production environments, custom features, customer infrastructure and preview or beta features. Support is available by email or ticket from 09:00 to 18:00 UK time, Monday to Friday.[1] A separate Knowledge Center article gives different maximum response times: 24 hours for a critical outage, and 48 hours for medium issues and licensing queries.[5] The FAQ repeats these and adds that custom SLAs can be agreed under enterprise contracts.[6] See support targets.
Exhibit B (Service Level Agreement) states that LICENSEWARE “targets 99.9% monthly uptime for the production service”. Availability is measured per hour at the service boundary and compiled monthly. Scheduled maintenance announced at least 48 hours ahead is excluded.[1] The exhibit publishes no service credits or other remedy for missing the target. It says SLA performance may be reviewed at Quarterly Business Reviews.[1] See uptime.
Data Processing Addendum
The DPA applies wherever LICENSEWARE processes personal data for a customer or partner. LICENSEWARE acts as processor and the customer as controller.[2] It lists the personal data processed: identity and directory data, device and endpoint data, software installation and usage data, licence and entitlement data, SaaS usage data, and authentication data. No special categories are processed.[2]
- Regional instances. Customer data is processed only within the regional instance the customer selects: the EU (Netherlands), the United States or Australia (Sydney). No data is transferred between instances. Processing in the EU instance is not treated as a cross-border transfer under Chapter V of the GDPR.[2] See regional instances.
- Sub-processors. The register as at April 2026 lists Google Cloud Platform, Microsoft Azure and Cloudflare. LICENSEWARE gives at least 30 days’ notice of material changes. A customer may object within 15 Business Days and, if the issue is not resolved, terminate on written notice.[2] See sub-processor changes.
- Breach notification. LICENSEWARE notifies a breach without undue delay and, where feasible, within 72 hours.[2] See breach notification.
- Return and deletion. On termination or written request, LICENSEWARE returns the personal data, in CSV, JSON or via API, or deletes it and certifies the deletion, within 30 days.[2] See return or deletion.
- Audit of LICENSEWARE. The customer, or an auditor it mandates, may audit LICENSEWARE no more than once in 12 months, on four weeks’ written notice. The customer pays unless material non-compliance is found, and the auditor may not be a competitor of LICENSEWARE.[2] See customer audit.
- MSP partners. Section 12 applies to MSP Partners under Appendix 1G. Each end customer is controller, the MSP Partner processor and LICENSEWARE sub-processor.[2]
The DPA states that LICENSEWARE is SOC 2 Type 2 certified, with details available on request.[2] The FAQ describes it as SOC 2 Type 1 and Type 2 certified.[6] The DPA also prevails over the main agreement on data processing matters. LICENSEWARE may update it on 30 days’ notice, and continued use after an update counts as acceptance.[2]
Website terms and privacy policy
The website Terms and Conditions, last updated 2025-11-20, govern use of licenseware.io itself, not the platform. They are governed by Romanian law. Disputes go first to good-faith negotiation, then, after 60 days, to mandatory mediation in Bucharest, and finally to the courts of Bucharest.[3] The Privacy Policy, last updated 2026-09-24, covers the website, marketing and products. It names the group entities (the Romanian parent, LICENSEWARE LTD in London and LICENSEWARE SL in Valencia). It lists processing locations in the Netherlands, the United States and Sydney, and states that LICENSEWARE does not sell personal information.[4] The legal page also carries anti-slavery, environmental, code of conduct and anti-bribery policies, which do not bear on licensing.
Out of scope
Prices and plan contents are in LICENSEWARE plans and pricing. Reseller agreements and Appendix 1G for MSP Partners are referred to in the DPA but are not published on the legal page.[2]