SimpleHelp License Terms and Conditions

‍
Version: 1.1

Effective Date: 25 May 2026

SimpleHelp Ltd reserves all rights not expressly granted in this license agreement.

Your Agreement to this License

These Terms apply to all downloads, installations, updates, renewals, access to, and use of SimpleHelp on or after the Effective Date. By downloading, installing, updating, renewing, accessing, using, copying, transmitting, or distributing SimpleHelp, you agree to all of the terms of this agreement ("License"). Please read the license terms below.

If you do not agree to all of the terms of this License, then do not use, copy, transmit, distribute, or install SimpleHelp.

This includes SimpleHelp 6.0 and later releases and SimpleHelp 5.5.16 and later maintenance releases.

Warranty Disclaimers and Liability Limitations

SimpleHelp, and any and all accompanying software, files, data and materials, are distributed and provided "AS IS" and with no warranties of any kind, whether express or implied. You acknowledge that good data processing procedure dictates that any program, including SimpleHelp, must be thoroughly tested with non-critical data before you rely on it, and you hereby assume the entire risk of using the program. This disclaimer of warranty constitutes an essential part of this License.

In no event shall the authors, developers or distributors of this software be liable for damages, including any general, special, incidental, or consequential damages arising from the use or inability to use the software, including but not limited to loss of data, data being rendered inaccurate, losses sustained by you or third parties, or failure of the software to operate with any other products, even if such holder or other party has been advised of the possibility of such damages.

In addition, you are not authorised to use SimpleHelp in applications or systems where SimpleHelp's failure to perform can reasonably be expected to result in significant physical injury or loss of life. Any such use by you is entirely at your own risk, and you agree to hold the authors, developers and distributors harmless from any and all claims or losses relating to such unauthorised use.

Installation, Usage and Reselling

Purchasing a SimpleHelp license allows you to install the license on the specified number of SimpleHelp servers owned by the purchasing organisation or individual. If your organisation wishes to run more than two concurrent SimpleHelp servers you must hold an Enterprise license.

You may not resell any purchased license. You may not provide your license to any other organisations or individuals for their own use or for any other reason. You may not install your purchased license on SimpleHelp servers owned or operated by other organisations or individuals.

The technician client component of your SimpleHelp server may be used only by parties employed by or performing work for you, with one exception:

If your license does not have unlimited sessions then you may provide access to your SimpleHelp server via the technician account exclusively for the purposes of remote access, not on-demand remote support.

Any technician accounts used by third parties not employed by or performing work for you must be part of a technician group that is configured to allow only remote access. The group permissions must be set to disallow remote support, remote presentations, or any other usage other than remote access.

If your license has unlimited sessions and you would like to offer third-party remote access, please contact us.

If you are offering third-party remote access and charging for its usage directly or as part of a paid service then your license must be in a valid support period.

In order to check its public availability, check updates, and perform other functions not essential to the running of your server, your SimpleHelp server may query pages on the SimpleHelp website. In making these checks certain information may be transferred, such as your external IP address, but none of the information transferred will expose details about individual machines or sessions. You may block these non-essential functions using firewall rules or similar and it will not affect the running of your server.

SimpleHelp, SimpleSetup and other software downloaded from our website may contain a bundled Java virtual machine. You must check that Oracle allows the download and use of Java in your country before downloading from our site: http://java.com.

Privacy and Data Protection

SimpleHelp Ltd's collection and use of personal data is described in the Privacy Policy published by SimpleHelp Ltd on its website and presented with its other legal policies. Where SimpleHelp Ltd processes personal data on behalf of a customer, any applicable data processing terms or data processing agreement published or agreed by SimpleHelp Ltd apply in addition to this License. Nothing in this License limits rights or obligations that apply under data protection law.

Security Testing and Vulnerability Disclosure

SimpleHelp Ltd welcomes good-faith reports of suspected security vulnerabilities. Our priority is to protect customers, including customers who operate self-hosted SimpleHelp installations and need time to schedule and apply updates.

If you discover or suspect a vulnerability, weakness, misconfiguration, or other security issue affecting SimpleHelp, you must report it privately to SimpleHelp Ltd using the security contact or reporting process published by SimpleHelp Ltd. You must provide enough information for SimpleHelp Ltd to validate and remediate the issue, but you must not publicly disclose exploit-enabling detail except as permitted by this License, SimpleHelp Ltd's published Vulnerability Disclosure Policy, or SimpleHelp Ltd's prior written approval.

This License incorporates by reference the Vulnerability Disclosure Policy published by SimpleHelp Ltd on its website and presented with its other legal policies. The applicable policy is the version in effect when this License is accepted, except that SimpleHelp Ltd may make non-material clarifications or updates that do not materially reduce your rights or increase your obligations.

You must act in good faith and must not use any vulnerability or suspected vulnerability to gain unauthorised access to systems, data, accounts, sessions, networks, or customer environments. You must not access, view, copy, modify, delete, extract, disclose, or retain data that you are not expressly authorised to access.

Authorised Customer and Third-Party Testing

You may conduct security testing of your own SimpleHelp deployment, or a SimpleHelp deployment for which you have express written authority from the system owner, provided that the testing:

is conducted lawfully and in good faith;
is limited to systems, accounts, data, and networks that you are authorised to test;
does not access, modify, delete, extract, disclose, or retain data belonging to another customer or third party;
does not intentionally degrade, disrupt, or deny service to SimpleHelp Ltd, another customer, or any third party;
does not involve persistence, lateral movement, malware, destructive testing, extortion, or unauthorised privilege escalation beyond what is strictly necessary to validate the issue; and
complies with this License and SimpleHelp Ltd's published Vulnerability Disclosure Policy.

Except to the extent such restrictions are prohibited by applicable law, this section does not authorise reverse engineering, decompilation, circumvention of technical protection measures, exploit development, publication of exploit-enabling detail, or testing of systems that you are not authorised to test.

You may engage an auditor, consultant, managed service provider, penetration testing provider, contractor, red team, or other third party to test a deployment you are authorised to test. You must ensure that any such third party is informed of, and complies with, this License and SimpleHelp Ltd's Vulnerability Disclosure Policy. You must not authorise testing of SimpleHelp systems operated by SimpleHelp Ltd, another customer, or any other third party unless you have express written authority from the relevant system owner.

Coordinated Disclosure and Customer Patch Window

SimpleHelp Ltd may coordinate disclosure dates, advisory wording, severity descriptions, CVE references, credits, affected version statements, remediation guidance, mitigations, and customer communications.

Unless SimpleHelp Ltd agrees otherwise in writing, you must not publicly disclose exploit-enabling detail relating to a SimpleHelp vulnerability until at least 60 days after SimpleHelp Ltd publicly releases the relevant security update or advisory. SimpleHelp Ltd may request a longer period where reasonably required to protect customers, including where customers operate self-hosted installations, require maintenance windows, or have extended operational update cycles.

The release of a patch, fix, release note, limited advisory, customer notice, support communication, mitigation, or other information by SimpleHelp Ltd does not authorise publication of further exploit-enabling detail unless SimpleHelp Ltd has confirmed this in writing.

This section does not prevent publication of non-operational defensive information, such as the CVE identifier, affected and fixed versions, severity, high-level impact, general remediation guidance, credit, and defensive checks that do not materially narrow the route to exploitation.

This section does not prevent confidential disclosure to legal advisers, insurers, regulators, law enforcement, national CERT/CSIRT bodies, or other appropriate vulnerability-coordination bodies where such disclosure is lawful, reasonably necessary, and made in a manner that does not publicly enable exploitation.

For the purposes of this License, exploit-enabling detail includes any information, material, code, or tooling that materially assists exploitation of a SimpleHelp vulnerability. This includes, without limitation:

proof-of-concept exploits, exploit scripts, payload generators, modules, scanners, templates, automation, or weaponised reproduction material;
endpoint paths, request or response examples, token examples, payload examples, authentication-flow detail, implementation detail, handler, class, method, source-location, patch-diff, or root-cause detail that materially narrows exploitation;
configuration, feature, subsystem, integration, or deployment-detail narrowing that materially assists exploitation before customers have had a realistic opportunity to update;
scanner logic, Nuclei templates, Metasploit modules, or similar reusable testing or exploitation material; and
any other public material that enables a reasonably capable attacker to reproduce or accelerate exploitation.

You must not publish, sell, license, distribute, transfer, upload, demonstrate, or otherwise make available any proof-of-concept exploit, exploit script, scanner, module, payload generator, template, automation, or other tool or material that enables or materially assists exploitation of a SimpleHelp vulnerability unless SimpleHelp Ltd has given prior written approval.

Confidentiality of Non-Public Security Information

Non-public information about suspected or confirmed vulnerabilities, exploitability, affected code paths, affected endpoints, affected configurations, mitigations, patches, prerelease builds, customer notices, or SimpleHelp Ltd's security response is confidential information of SimpleHelp Ltd unless and until SimpleHelp Ltd makes that specific information public in substantially the same level of detail.

You must protect such information using at least reasonable care and must not disclose it to any third party except to employees, contractors, advisers, insurers, regulators, law enforcement, national CERT/CSIRT bodies, or vulnerability-coordination bodies who need to know it for lawful remediation, defensive, legal, regulatory, or coordination purposes and who are bound by appropriate confidentiality or responsible-handling obligations.

Refusal or Revocation of Security Testing Authorisation

SimpleHelp Ltd may refuse, limit, suspend, or revoke authorisation for security testing or vulnerability research by any person or organisation where SimpleHelp Ltd reasonably believes that person or organisation has breached these security testing or disclosure requirements, tested systems without proper authority, mishandled customer or third-party data, distributed exploit tooling, or is likely to create a material security risk to SimpleHelp Ltd, SimpleHelp customers, or third-party systems.

If SimpleHelp Ltd gives written notice that a person or organisation is not authorised to access, download, install, test, scan, analyse, or use SimpleHelp except under separate written terms, that person or organisation must not do so unless SimpleHelp Ltd later gives written permission.

This section is not intended to restrict ordinary customer operation, ordinary customer support, or good-faith private vulnerability reporting within SimpleHelp Ltd's published Vulnerability Disclosure Policy.

Security Updates and Emergency Mitigations

SimpleHelp Ltd may provide security updates, security notices, configuration guidance, and, where supported by the product, signed emergency mitigations designed to reduce immediate customer risk. Nothing in this section gives SimpleHelp Ltd a general right to access customer systems or customer data. Any emergency mitigation mechanism will operate only as described in the applicable product documentation or security notice.

Delivery

We will deliver your license to the email address you provide within 48 hours.

Refunds, Replacement and Cancellation

You may cancel your order at any point before your license key is issued or the software is made available to you.

For business customers, purchases are non-refundable once a license key has been issued or the software has been made available, except where SimpleHelp Ltd agrees otherwise or a refund is required by law.

For consumers buying at a distance, cancellation rights apply as required by applicable consumer law. Where you request or agree to receive digital content during any cancellation period and acknowledge that this means you will lose any statutory right to cancel once supply begins, we are unable to refund the purchase after the license key has been issued or the software has been made available. This does not affect any statutory rights that cannot lawfully be excluded, including rights relating to faulty, misdescribed, or unavailable digital content.

If you lose your license you may contact us via our website to request that a new copy be sent out to your email address. We cannot guarantee to keep licenses on file for more than 30 days from your purchase and we therefore cannot guarantee to send you a replacement copy beyond 30 days from your purchase.

Support and Updates

Support and updates are charged and managed as described on our website. Support is email based but we may escalate to telephone support if we believe it necessary.

We may change terms and conditions and pricing for updates and support at any time without prior notice.

Remedies

You acknowledge that breach of the security testing, coordinated disclosure, confidentiality, or exploit tooling provisions of this License may cause serious harm to SimpleHelp Ltd and to SimpleHelp customers. SimpleHelp Ltd may seek injunctive or other equitable relief, in addition to any other rights or remedies available at law.

SimpleHelp Ltd may suspend or refuse support, prerelease access, update access, security testing authorisation, or other services for a person or organisation that breaches these provisions or creates a material security risk. This remedy is not intended for ordinary customers who make good-faith private vulnerability reports or engage authorised third-party testers who follow these terms.

Nothing in this License limits SimpleHelp Ltd's rights in relation to unauthorised access, misuse of systems, infringement of intellectual property rights, breach of confidence, unlawful disclosure of confidential information, data protection breaches, or conduct that encourages or assists unlawful access to computer systems.

General

This License is the complete statement of the agreement between the parties on the subject matter, and merges and supersedes all other or prior understandings, purchase orders, agreements and arrangements. This License shall be governed by the laws of Scotland (UK). Exclusive jurisdiction and venue for all matters relating to this License shall be in courts and fora located in Scotland (UK), and you consent to such jurisdiction and venue. There are no third party beneficiaries of any promises, obligations or representations made by SimpleHelp Ltd herein. Any waiver by SimpleHelp Ltd of any violation of this License by you shall not constitute or contribute to a waiver of any other or future violation by you of the same provision, or any other provision, of this License.

If any provision of this License is held to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. The restrictions in this License apply except to the extent prohibited by applicable law. Nothing in this License is intended to exclude rights that cannot lawfully be excluded, including any non-excludable statutory rights relating to lawful use of computer programs.

In requesting, purchasing or using a SimpleHelp license or SimpleHelp product you agree to abide by any and all export laws and sanctions of both the United Kingdom and United States of America.

‍