The Ping Identity Subscription Agreement is the master contract that governs a customer’s use of Ping Identity software and hosted services, together with the Order Forms that incorporate it. It is published by two Ping Identity entities, Ping Identity Corporation and Ping Identity Limited, with the same structure; this article follows the Ping Identity Corporation version effective 2025-05-09.[1] Ping Identity’s legal index lists the agreement alongside the Product Specific Terms, the Support Policy, the End of Life Policies, the Data Privacy Addendum, a Reseller Agreement and others.[7] The terms below matter to a licence manager because they set what a customer may deploy, how it is billed, and how entitlement can be verified.
Structure of the contract
The agreement is binding on acceptance, on installation or use, or on execution of an Order Form that references it, and its effective date is the Order Form date or the date the customer first downloads, installs, activates or uses the Products.[1] “Products” means the Software (downloadable) and the Service (hosted).[1] The Order Form states the quantities, the metric and the term.[1] Where an exhibit, addendum or Order Form conflicts with the body of the agreement, the exhibit, addendum or Order Form prevails, and terms in a customer purchase order are rejected.[1]
The agreement incorporates product-specific supplemental terms posted at a Ping Identity URL.[1] Ping Identity may amend terms located at URLs by posting, and continued use is consent. If a modification is materially adverse during the term, the customer may terminate and receive a refund of prepaid unused fees, unless Ping Identity within five business days of the notice allows the customer to remain on the prior version.[1] Because the Product Specific Terms, the Support Policy and the End of Life Policy are all linked documents, their effective dates change over time (the Product Specific Terms carry an effective date of 2026-09-10).[2] A licence file should hold the version of each linked document in force when the Order Form was signed.
Grants and restrictions
The Service is made available for the subscription term as a limited, non-exclusive, non-sublicenseable, non-transferable right to access and use it for the customer’s business use, and the Software licence is a limited, non-exclusive, non-sublicenseable, non-transferable licence to install it in machine-readable form for the same use.[1] The customer may use its subscriptions for itself and its Affiliates, but quantity limits are aggregate, and a subscription that is unlimited as to users, identities or a similar metric may be used only by the Affiliates expressly specified on the Order Form.[1]
The restrictions include a bar on licensing, reselling, leasing, time sharing, operating as a service bureau or managed service, or making the Products available to any third party.[1] Other restrictions cover reverse engineering, circumventing features that enforce limitations on use, building a competitive product, and sending or storing personal health information, credit card data or personal financial data unless an Order Form for the relevant Identity Licenses includes or references a Business Associate Agreement (for health information).[1] The customer also agrees not to provide any Product for end use in listed sanctioned jurisdictions without prior written consent.[1] Customers may not publish test results, benchmarks or comparative studies about a Product without consent.[1]
“Users” are defined as administrators of the customer and individuals, including non-human devices, provisioned by the customer or its authorized third parties, with the Order Form defining the number and type.[1] The Product Specific Terms add a definition of Agent Identity for non-human actors powered by language models.[2]
Fees, overage and renewal
For direct purchases, stated fees are based on the scope of Product subscriptions purchased and not actual usage; payment is non-cancelable and fees are non-refundable.[1] Where a subscription is based on users, connections or another metric and actual usage exceeds the limit, overage charges apply at the then-current per-unit rate on the Order Form.[1] Invoices are issued in advance and are due net 30 days unless the Order Form says otherwise, and unpaid amounts may accrue late charges of 1.5 percent per month or the legal maximum.[1] Specific overage formulas in the Product Specific Terms (two times the annual rate for Monthly Active Identities, base rate for excess transactions) apply to products on those metrics.[2]
Each Order Form, with all Products and quantities, renews automatically for periods equal to the initial term unless either party gives written notice of non-renewal or reduction at least 90 days before the end of the term; Ping Identity reserves the right to modify fees at renewal.[1] A customer that fails to renew in time and later wishes to reinstate the subscriptions pays the original fees prorated from expiry, any renewal increase and a one-time fee of 10 percent of the annual value of the Product and Support Services on the renewal Order Form.[2] The reduction right in the 90-day clause is the contractual route to right-sizing a subscription at renewal, and it expires with the notice window.
Reseller and marketplace purchases
If the customer buys through a Reseller or Marketplace, the agreement governs use but not payment, which is agreed with the reseller or arranged through the marketplace.[1] The customer waives any right to downgrade a subscription or terminate a purchase for convenience under reseller or marketplace terms, and Ping Identity may suspend or terminate Products if a Reseller notifies it that it is entitled to do so.[1] A marketplace listing is stated to be an offer to purchase subject to the agreement, and listing terms are not incorporated.[1]
Audit
Ping Identity may, on reasonable prior written notice at a mutually agreeable time and no more than once in any twelve-month period, audit, or have an independent audit firm it selects audit, the customer’s equipment on which the Software is installed and related back-up files, to verify compliance.[1] The audit is at Ping Identity’s expense and during normal business hours without unreasonable interference.[1] If it reveals that fees were not paid consistently with use, the customer pays the fees for the overuse at the then-current per-unit rate and reimburses Ping Identity’s reasonable audit costs.[1] The clause applies to installed Software; for hosted Services the agreement lets Ping Identity suspend access for material security risks, abusive acts or use in violation of the agreement.[1] Practitioners preparing for a review should compare installed identity stores with the Order Form quantities before notice arrives, as the audit right covers the equipment and its back-ups. Terms of the legacy ForgeRock agreements differ and are summarized in the self-managed software article.
Term, termination, transfer and trial use
The agreement lasts as long as the subscription terms in the Order Forms, and either party may terminate for uncured material breach after 30 days’ written notice.[1] On expiry or termination all rights to use the Products, including licensed Software rights, cease immediately and the customer must stop use.[1] If the customer terminates for cause Ping Identity refunds unused prepaid fees for the remainder of the term.[1] Data can be retrieved during the term, and 30 days after termination Ping Identity has no obligation to maintain customer data and may delete it.[1]
Neither party may assign its rights, including Software licences, without the other’s prior written consent (not to be unreasonably withheld), except to a successor to the relevant business that is not a competitor of the other party.[1] That clause is relevant when a customer reorganizes or divests a business unit that uses Ping Identity software.
Trial Products, including anything designated beta, trial, pre-GA, pilot, preview, early access, evaluation or proof of concept, or made available at no cost, are available until the earliest of the end of the trial period, the start of a paid subscription, or termination by Ping Identity; they may not be used with personal information, and only test or mock data may be used.[1] The licensing guide separately describes non-production environments (development, sandbox, staging or UAT) as environments not intended for sustained production traffic, with the number included and fair-use expectations set by the contract and Product Terms.[9]
Product Specific Terms: other items
Beyond identity and transaction metrics, the Product Specific Terms contain the following.
- Further processing: the customer authorizes Ping Identity to process customer data for security detection, service improvement and internal operations including confirming usage quantities, and data may be transferred to personnel in a listed set of countries.[2]
- Professional Services Integration Kits: Ping Identity owns them, the customer must have third-party consents, and they are outside the Support Policy.[2]
- Training: Training Credits are valid for 12 months and expire if unused; late cancellation costs one credit or USD 2,850; private events are limited to 12 students.[2]
- Flex Hours: pre-paid remote assistance hours valid for six months, non-cancellable and non-refundable, used in one-hour increments.[2]
- Sandbox: the “FIP-Cloud-Additional Sandbox” is a standalone environment without personally identifiable information.[2]
- SMS and voice: third-party charges pass through to the customer.[2]
Support Policy
The Support Policy, effective 2025-08-29, commits Ping Identity during the subscription term to provide access to all generally available updates, upgrades, enhancements, fixes and new versions of the Software, to respond to and resolve Errors, to maintain Uptime Availability for the Service of 99.99 percent, and to provide unlimited telephone support and a support portal.[3] Unless the customer has purchased Select, Premium or Elite, it is entitled to Base Support.[3] The response times are as follows.[3]
| Severity | Base | Select | Premium | Elite |
|---|---|---|---|---|
| 1 | 2 hours | 1 hour | 30 minutes | 15 minutes |
| 2 | 4 hours | 3 hours | 2 hours | 1 hour |
| 3 | 24 hours | 12 hours | 8 hours | 4 hours |
| 4 | 48 hours | 36 hours | 24 hours | 12 hours |
Support Hours differ by tier: for Base, 24x7 for Severity 1 and business hours for the rest; for the other tiers, 24x7 for Severities 1 and 2.[3] Elite adds a Technical Account Manager of up to 20 hours per month, and Select, Premium and Elite add a named customer success resource.[3] The policy excludes Custom Developments and Out-of-Scope Services unless agreed in writing, and defines “Customer Cause” to include use of a version not supported under the End of Life Policy.[3] The customer must test planned upgrades in lower environments before a production upgrade.[3] For single-tenant services, an addendum controls in a conflict and sets maintenance windows, upgrade-notice duties and the requirement to run supported releases.[4]
End of life and lifecycle
The End of Life Policy, effective 2026-06-18, applies to software and uses a Major.Minor.Maintenance version scheme and two support models.[5]
| Model | Active Maintenance | Afterwards |
|---|---|---|
| Short-Term Support | One year after release of the next version | One year of End of Maintenance (supported, no further Maintenance Releases), then End of Life; no Extended Limited Support |
| Long-Term Support | One year after the next Long-Term Support version, with a guaranteed minimum of three years | End of Support unless Extended Limited Support (one year) is purchased; then End of Life |
Ping Identity states that it will use commercially reasonable efforts to give at least six months’ notice of an End of Sale Date and at least 18 months’ notice of an End of Life Date for entire products, and 12 months’ notice for third-party capabilities or features that cease to be supported.[5] Extended Limited Support is available at additional cost only to customers with a current Support Services subscription, for one-year terms, and covers Severity 1 fixes and Critical or High security fixes where commercially reasonable, but not Severity 2 and below fixes, Medium or Low security fixes or new operating system support.[5] A new version of an Integration Kit moves the previous version to a one-year End of Support period.[5] Products formerly sold by ForgeRock have their own product support lifecycle policies, listed on a separate Ping Identity page.[10]
PingID end-user terms
The PingID mobile application has its own end-user licence. It is a non-exclusive, non-transferable, revocable licence to use the application with the service for the term of the customer’s agreement, restricts reverse engineering and transfer, states that Ping Identity does not charge users, and caps its liability to a user at USD 50.[6] It is separate from the customer’s identity entitlements.
Out of scope
This article does not cover the Reseller Agreement for channel partners, the Data Privacy Addendum, the Security Exhibit, the Business Associate Agreement, or negotiated Order Form terms. It describes published terms, not any customer’s actual contract.