Terms of Service

Version 2.0 — effective 14 October 2026. Replaces the General Terms and Conditions of 01-11-2025 and the Software License Terms of 01-06-2026.

These Terms apply to every order, subscription and service from Managed FreeScout. The module source code is open source under the AGPL-3.0; what you pay for is the licence key, updates, support and — for MFS Connect — our hosted service. Where a rule differs for consumers, it is marked Consumers:.

1. Who we are

Managed FreeScout is a trade name of StackPros B.V., De Wel 20, 3871 MV Hoevelaken, the Netherlands, KvK 97689173, VAT NL868184391B01, info@managedfreescout.com, +31 85 130 2728 ("we", "us").

We are an independent vendor. We are not affiliated with or endorsed by the FreeScout project or Microsoft. FreeScout, Microsoft, Microsoft Teams and Microsoft 365 are trademarks of their respective owners.

2. Definitions

3. Applicability and ordering

1. These Terms apply to all offers, orders, Subscriptions and Professional Services. Your own purchasing or general terms do not apply.
2. An agreement is formed when we confirm your order by email. Professional Services are agreed by accepted quote.
3. You must give correct and complete details, including whether you buy as a business (with VAT number where you have one) or as a Consumer.
4. If a provision of these Terms is invalid, the rest remains in force and the invalid provision is replaced by a valid one that comes closest to its purpose.

4. Licensing

4.1 Module source code is AGPL-3.0. Our Modules extend FreeScout, which is licensed under the GNU Affero General Public License v3.0. The source code of our Modules is licensed to you under the same licence. A copy of the AGPL-3.0 is included with each Module. Nothing in these Terms limits the rights the AGPL-3.0 gives you.

4.2 What your Subscription gives you. For as long as your Subscription is active and paid:

• a Licence Key for the number of Installations you purchased (and, where applicable, the number of Seats);
• updates through FreeScout's built-in update mechanism;
• support as described in section 8;
• for MFS Connect: access to the Hosted Service, without which the Module does not work.

4.3 Licence Keys and Seats. A Licence Key is personal to you and valid for the purchased number of Installations and Seats. Sharing a Licence Key with third parties, or using it on more Installations or Seats than purchased, is a breach of these Terms. We may then refuse updates, support and access to the Hosted Service for that Licence Key. This restriction concerns our services, not your rights to the source code under the AGPL-3.0.

4.4 Hosted Service is not software we distribute. The Hosted Service runs on our servers and remains our proprietary software. You receive a right to use it during your Subscription, not a copy of it.

4.5 Names and logos. The AGPL-3.0 does not license our trade names and logos (Managed FreeScout, MFS Essentials, MFS Connect, MFS Print and their icons). If you distribute a modified version of a Module, you must mark it as modified and may not use our names or logos for it, other than to state truthfully where the original came from.

4.6 Third-party products. Where we purchase software or licences from third parties on your instruction (for example official FreeScout modules or hosting), we do so as your agent. The supplier's own terms and warranty apply; we give no warranty of our own on those products but will reasonably help you submit claims.

5. Hosted Service (MFS Connect)

1. MFS Connect requires a Microsoft 365 tenant with Microsoft Teams, consent by your Microsoft administrator, a FreeScout Installation reachable over HTTPS, and the settings described in our installation guide (including the Content-Security-Policy that allows Teams to display FreeScout).
2. We aim for high availability but do not guarantee uninterrupted service. The Hosted Service depends on Microsoft services that we do not control.
3. We may carry out maintenance. We plan it outside 09:00–17:00 CET on working days where possible and announce planned maintenance in advance. Urgent security maintenance may happen without notice.
4. We may temporarily suspend access if your use endangers the security or stability of the Hosted Service, or if a payment is overdue after a reminder (section 6.6). We restore access as soon as the cause is removed.
5. Seats are counted when a user signs in through MFS Connect. When all Seats are occupied, additional users cannot sign in until you buy more Seats or free one in your account.

6. Subscriptions, prices and payment

1. Term. Subscriptions run per month or per year, as chosen at checkout, and renew automatically for the same period.
2. Cancellation. You can cancel at any time in your account or by email. Cancellation takes effect at the end of the current paid period; you keep access until then. No notice period applies.
3. No trial. We do not offer free trials. Prices are low so you can evaluate a Module with a single paid period.
4. Seat changes. Additional Seats take effect immediately and are charged pro rata for the rest of the current period; from the next renewal they are part of one combined Subscription. A reduction in Seats takes effect at the next renewal and does not lead to a refund for the current period.
5. Prices. Prices are in euros. For businesses, prices exclude VAT; EU business customers with a valid VAT number are invoiced under the reverse-charge scheme. Consumers: prices shown include VAT.
6. Payment. Subscriptions are paid in advance through our payment provider. You authorise us to collect each renewal and any pro-rata charges using your chosen payment method. If a payment fails, we send a reminder; if the amount remains unpaid 14 days after the reminder, we may suspend the Licence Key and the Hosted Service until payment. Businesses owe statutory commercial interest (art. 6:119a Dutch Civil Code) from the due date.
7. Price changes. We may change prices for future periods. We announce changes at least 30 days before they take effect. If you do not agree, you can cancel before the change takes effect. Consumers: a price increase within three months of concluding the agreement only applies with your consent.
8. Refunds. Payments are non-refundable, except as stated in our Refund Policy and as required by law. Consumers: see the Refund Policy for your statutory right of withdrawal.

7. Professional Services

1. We perform Professional Services with care and expertise on a best-effort basis. Agreed delivery dates are targets, not strict deadlines, unless explicitly agreed otherwise.
2. Unless agreed otherwise, Professional Services are charged in advance and start after payment.
3. You provide the access, information and cooperation we need, and you make a backup before we work on your systems.
4. Work outside the agreed scope is only performed after a new quote is accepted.

8. Updates and support

1. Active Subscriptions include updates, which keep Modules compatible with supported FreeScout versions as described on each Module's page. We may end support for older FreeScout or PHP versions, announced in advance in the changelog.
2. Support covers installation, configuration and bugs in our Modules and Hosted Service. It does not cover other modules, customisations, your hosting environment or custom development.
3. Support is provided by email (support@managedfreescout.com) and our support desk on working days, 09:00–17:00 CET. We aim to respond within two working days.
4. We may add new features to a higher-priced plan. Features you are paying for are not removed during your current period, except to comply with law, security requirements or changes by Microsoft or FreeScout beyond our control.

9. Your obligations

1. You use our Modules and Hosted Service in accordance with the law and these Terms, and you keep your FreeScout Installation, PHP and server software reasonably up to date and secure.
2. You do not attempt to gain unauthorised access to the Hosted Service, disrupt it, probe it for vulnerabilities without our written permission, or use it to infringe the rights of others. Please report security issues to info@managedfreescout.com.
3. You are responsible for the content and personal data in your FreeScout Installation, and for informing your agents about the use of MFS Connect.
4. You keep your Licence Key and the backend secret for MFS Connect confidential.

10. Warranty

1. Module source code is provided under the AGPL-3.0, which states that it is provided without warranty. We nevertheless test each release on supported FreeScout versions and fix confirmed bugs within a reasonable time as part of your Subscription.
2. We do not warrant that the Modules or Hosted Service will be free of errors or work with every other module, customisation or hosting environment.
3. Consumers: your statutory rights regarding conformity of digital content and digital services remain unaffected.

10.4 Disclaimer for business customers. EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE MODULES, THE HOSTED SERVICE AND ALL RELATED SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT. THIS SECTION DOES NOT APPLY TO CONSUMERS.

11. Liability

1. Our total liability for any claim relating to an agreement — whatever the legal ground — is limited to direct damage, up to the amount you paid us under that agreement in the 12 months before the event causing the damage, with a maximum of €10,000 per event.
2. We are not liable for indirect damage, including loss of profit, lost savings, loss of data, reputational damage and damage due to business interruption.
3. These limitations do not apply to damage caused by our intent or deliberate recklessness, or to the extent mandatory law does not allow them.
4. A claim lapses unless reported to us in writing within 12 months after you discovered, or should have discovered, the damage.
5. Consumers: sections 11.1, 11.2 and 11.4 apply only to the extent permitted by mandatory consumer law.

12. Data protection

1. We process personal data as described in our Privacy Policy.
2. Where we process personal data on your behalf (in particular through MFS Connect), the Data Processing Annex below forms part of these Terms and applies as a data processing agreement under article 28 GDPR.

13. Confidentiality

Both parties keep confidential any information they receive from the other that is marked confidential or should reasonably be understood to be confidential, unless disclosure is required by law. This obligation continues after the agreement ends.

14. Termination by us

We may terminate an agreement with immediate effect if you are declared bankrupt or granted a suspension of payments, or if you materially breach these Terms and fail to remedy the breach within 14 days after a written notice. In case of serious misuse of the Hosted Service no notice period is needed. Amounts already paid are not refunded in these cases.

15. Force majeure

We are not liable for failures caused by circumstances beyond our reasonable control, including outages or changes at Microsoft, GitHub, FreeScout, our hosting providers or the internet, cyberattacks, government measures, fire and natural disasters. If force majeure lasts longer than 60 days, either party may terminate the affected agreement.

16. Changes to these Terms

We may change these Terms. We inform customers by email at least 30 days before a change takes effect. If a change is to your disadvantage, you may cancel your Subscription with effect from the date the change applies. Changes required by law, or purely to your advantage, may apply immediately.

17. Governing law and disputes

1. Dutch law applies to these Terms, to every agreement with us and to any non-contractual obligation arising from or in connection with them. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.
2. All disputes arising from or in connection with these Terms, an agreement, our Modules or the Hosted Service — whether contractual or non-contractual, including claims in tort — are submitted exclusively to the competent court of the District Court of Gelderland (Rechtbank Gelderland), location Arnhem.
3. Business customers outside the European Union: to the maximum extent permitted by applicable law, you (a) irrevocably submit to the exclusive jurisdiction in section 17.2 and waive any objection to that venue; (b) WAIVE ANY RIGHT TO A TRIAL BY JURY; and (c) agree to bring claims only in your individual capacity and not as a plaintiff or class member in any class, collective or representative proceeding.
4. Consumers: you keep the protection of the mandatory law of your country of residence and may also bring a dispute before the competent court of your place of residence. Section 17.3 does not apply to consumers.

18. Miscellaneous

1. These Terms are written in English. Translations are for convenience only; the English text prevails.
2. We may transfer our rights and obligations to a company that takes over the relevant business; we will inform you.
3. Notices by email to the address in your account count as written notices.

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Annex — Data Processing Annex

This Annex applies when we process personal data on behalf of the Customer, in particular through MFS Connect. The Customer is the controller and we are the processor within the meaning of the GDPR.

A1. Subject, nature and purpose. Signing the Customer's FreeScout users into FreeScout from Microsoft Teams, counting occupied Seats, and delivering FreeScout notifications to their Teams activity feed. We do not determine any other purpose.

A2. Categories of data subjects. The Customer's FreeScout users (support agents and administrators). Where notifications contain a ticket subject or message preview, also the persons mentioned in them (typically the Customer's own customers).

A3. Categories of personal data. Email address / user principal name; Microsoft Entra tenant ID and object ID; FreeScout user ID; name, where FreeScout accounts are created automatically at first sign-in; FreeScout installation URL; first and last use per seat; notification content (event type, ticket number and subject, name of the acting user); service logs (email address, Microsoft IDs, ticket numbers). No special categories of personal data are intended to be processed.

A4. Duration. For the duration of the Subscription, plus the deletion period in A10.

A5. Instructions. We process personal data only on the Customer's documented instructions — these Terms and the Customer's configuration of the Module — unless EU or Dutch law requires otherwise, in which case we inform the Customer first unless the law prohibits this.

A6. Confidentiality. Everyone we authorise to process the data is bound by confidentiality.

A7. Security. We take appropriate technical and organisational measures, at least: encryption in transit; encryption of secrets at rest; short-lived, single-use, signed sign-in tokens stored only as a hash; separation of test and production environments without customer data in test; access to production limited to authorised staff with key-based authentication; and logging of administrative access.

A8. Sub-processors. The Customer gives general authorisation for the sub-processors below. We inform the Customer at least 30 days before adding or replacing a sub-processor; the Customer may object on reasonable grounds and, if we cannot accommodate the objection, cancel the affected Subscription with a pro-rata refund of prepaid fees for the remaining period. We impose the same data protection obligations on each sub-processor.

A9. Assistance and breaches. We assist the Customer, taking into account the nature of the processing, with requests from data subjects, security, data protection impact assessments and prior consultation. We notify the Customer without undue delay and in any case within 48 hours after becoming aware of a personal data breach, with the information the Customer needs to meet its own obligations.

A10. Deletion. Within 30 days after the Subscription ends, we delete the personal data processed on the Customer's behalf, unless the law requires us to keep it. Freeing a Seat deletes the related seat record immediately. Sign-in records are deleted after about one day, service logs after 8 weeks, and backups are overwritten within 30 days.

A11. Audits. We make available the information needed to demonstrate compliance with this Annex. The Customer may have an audit carried out by an independent auditor bound by confidentiality, at most once a year, with 30 days' notice and at the Customer's expense.

A12. Transfers. Personal data is transferred outside the EEA only in compliance with Chapter V GDPR, such as under the EU–US Data Privacy Framework or Standard Contractual Clauses.

A13. Liability. Section 11 of the Terms applies to this Annex, without prejudice to article 82 GDPR.