The NetSupport EULA is the End User License Agreement between the customer and NetSupport Limited for NetSupport’s installed software applications. It is published on netsupportsoftware.com.[1] The same text is printed as the “Software Licence Agreement” at the front of the NetSupport Manager version 14.00 and NetSupport DNA version 4.95 manuals.[2][3] Each installer shows the agreement and requires the user to select “I accept the terms in the Licence Agreement” before installation continues.[2][8] The agreement opens with a warning: “If you do not wish to be bound by the terms of this licence agreement you must not load, activate or use the software.”[1]
The EULA is short. It has ten headed clauses (Term, Grant of License, Use, Server Use, Copyright, Restrictions, Limited Warranty, Termination, Support and Governing Law) and no definitions section, audit clause or price terms. The quantities and any special rights sit in the order documents to which it refers.[1]
Editions
The EULA does not name editions or products. It applies to “this NetSupport Software application” and to “the specified version of the software which you have acquired”.[1] Commercially, NetSupport offers the on-premises products on two bases:
| Basis | Products documented | Source |
|---|---|---|
| Perpetual (“buy once and own forever”) | NetSupport Manager, NetSupport School, NetSupport DNA, NetSupport Notify | Pricing pages[5][6][7] |
| Subscription | NetSupport Manager, NetSupport DNA, NetSupport Notify | Same pricing pages |
For NetSupport Manager the pricing page states: “Buy once and own your NetSupport Manager licence forever, providing an alternative to ongoing software subscriptions. However, we can also provide subscription licensing.”[5] The retrieved documents contain no separate subscription agreement. A subscription licence is distinguished in practice by an expiry date in the licence key; NetSupport School documentation tells purchasers to enter 0 in the Expiry Date field “as there will not be an expiry date”.[11] The My Support portal accepts both “a full license or subscription key”.[10] Catalog proof: Perpetual and subscription options for NetSupport Manager; Purchased NetSupport School keys have no expiry date.
Metrics
Device. The Use clause defines the basic entitlement: “The software is licensed with volume use terms specified in the applicable order acknowledgement, product invoice, license certificate or product packaging. You may make, install and use as many additional copies of the software on the number of devices as the terms specify.”[1] This is the Licensed device metric. The EULA itself states no number; the count comes from whichever of the four order documents applies.
Device or seat (Server Use). Where the order documents allow use “on a Server within a multi-user or networked environment”, the clause says: “A separate license is required for each device or “seat” that may connect to the software at any time, regardless of whether such licensed devices or seats are connected to the software concurrently, or are actually using the software at any particular time.”[1] This is the Device or seat (Server Use) metric. Catalog proof: Installations limited to the number of devices in the order documents; Server Use needs a licence for every device or seat that may connect.
Counting / floors
Potential connections, not peak use. The Server Use test is whether a device or seat “may connect”. Peak concurrent use does not reduce the count.[1] Product documentation applies the same principle. NetSupport School “is not licensed by concurrent usage” and needs a 100-user licence for 100 machines, “even if the software is loaded from a Server”.[11]
Multiplexing. “Your use of software or hardware that reduces the number of devices or seats that connect to and use the software directly or simultaneously (e.g., “multiplexing” or “pooling” software or hardware) does not reduce the number of licenses required.” The customer needs licences equal to “the number of distinct inputs to the multiplexing or pooling software or hardware “front end””.[1] Catalog proof: Multiplexing or pooling does not reduce licences.
Customer-side controls. The EULA puts the counting duty on the customer twice. Under Use, the customer “must have a reasonable mechanism in place” so that installations do not exceed licences. Under Server Use, where more devices or seats can connect than are licensed, the customer must have a mechanism “to ensure that your use of the software does not exceed the use limits”.[1] The licence keys the products use, which carry a maximum client count, are one such mechanism. Asset inventory is another. Catalog proof: Customer must keep a mechanism to stay within licence counts.
No floors. The EULA sets no minimum quantity.[1]
Virtualization & partitioning
The EULA does not mention virtual machines, processors or partitions. Under the Use and Server Use clauses, each device on which the software is installed, and each device or seat that may connect to a server installation, needs a licence.[1] The multiplexing sentence covers terminal-server and pooled access: the licensed number is the number of distinct inputs, not the number of server sessions. This is commentary on the cited text; NetSupport publishes no separate virtualisation policy.
Use rights and restrictions
- Copies. “You may copy it only for backup purposes. The software is licensed to you, but not sold to you.”[1] Catalog proof: Copies only for backup; software licensed, not sold.
- Transfer. “Neither you nor any reseller may rent, lease, sell licensed copies [on approval], or otherwise transfer the right to use this software to another person, except that you may sell or give away your original copy, as long as you do not keep any copies.”[1] The grant is also described as “non-transferable”. Read together, the clause permits an outright disposal of the whole original copy but no partial transfer, rental or hosting for another person. Catalog proof: No rental or transfer except outright sale of the original copy.
- Modification. The software “may not be modified, disassembled or reverse engineered except with the prior written consent of NetSupport Ltd.”[1] Catalog proof: No modification or reverse engineering without consent.
Warranty, liability and termination
NetSupport warrants that the software “will perform substantially in accordance with the accompanying documentation for a period of ninety (90) days from the date of purchase”. The remedy is replacement or a refund of the price paid, at NetSupport’s option and subject to proof of purchase “from an authorised source”. Implied warranties are limited to the express warranty. Consequential losses are excluded, and “NetSupport’s maximum liability shall not exceed the price paid by the end-user / licensee”.[1] Catalog proof: 90-day limited warranty and liability capped at price paid.
The customer may terminate at any time by destroying the program and documentation. NetSupport may terminate by written notice for “any serious breach”. Where the breach can be remedied, termination requires that the customer has failed to remedy it within 30 days of a written request that warns of the intention to terminate. On termination the customer must destroy or return all copies “and will confirm in writing to NetSupport Ltd that this has been done”.[1] Catalog proof: Termination for unremedied breach requires destroying all copies.
Cloud / BYOL
The EULA covers installed software only. It does not grant hosting or service-provider rights, and its restriction on transferring “the right to use this software to another person” points against using customer licences to serve third parties.[1] classroom.cloud and 247connect are governed by their own Terms of Service; see NetSupport DNA, classroom.cloud and 247connect licensing.
Programs
Support and maintenance. The Support clause tells customers with installation problems to contact their supplier first. It adds: “You can separately purchase support and maintenance which will also cover the supply of enhancements and upgrades.”[1] The grant covers “the specified version”, so new versions are, by the EULA’s own terms, delivered through maintenance. NetSupport’s reseller programme says its products “are regularly updated and enhanced, providing many reasons for your customers to renew their annual maintenance contracts”.[4] No maintenance price, percentage or reinstatement rule is published. Catalog proof: Upgrades come through separately purchased support and maintenance.
Upgrades in practice. For a NetSupport Manager upgrade, NetSupport tells existing customers to register their licence in My Support and email themselves “a copy of the NSM.lic” to place beside the new installer.[9] Registration requires the serial number and the authorisation code from the licence certificate.[10] The retrieved documents do not say whether a licence without current maintenance can download newer versions. Catalog proof: Licence files are downloaded from My Support with serial and authorisation code.
Subscription licensing option. See Editions above.
Governing law
“This agreement shall be governed by the laws of England.”[1] The EULA names no court and no dispute resolution procedure. Catalog proof: EULA governed by the laws of England.
Out of scope
- Reseller terms and the order acknowledgements, invoices and licence certificates that set quantities.
- Subscription and maintenance terms beyond the EULA’s Support clause, which NetSupport does not publish.
- The classroom.cloud and 247connect Terms of Service, which govern the cloud services.