District Master Service Agreement

Last updated: August 26, 2026

1. Purpose and parties

This District Master Service Agreement ("MSA") is an agreement between PSUG.pro and a school district or similar educational organization ("District") for access to the PSUG.pro platform and related support. Order forms, statements of work, and the Terms of Service supplement this MSA. If there is a conflict, a signed order form or statement of work controls for that engagement, then this MSA, then the Terms of Service.

PSUG.pro is not affiliated with, endorsed by, or sponsored by PowerSchool Group LLC, and is not PowerSchool's authorized support provider.

2. Included PSUG.pro Support

Paid district subscriptions include unlimited issue submission and initial triage. We investigate first and stay with the issue through resolution when we can.

  • Unlimited issue submission and initial triage
  • Agent and workflow investigation
  • Diagnostics and troubleshooting
  • Human expert escalation when needed
  • Reasonable configuration corrections and small remediation
  • Up to approximately 60 minutes of hands-on human expert resolution effort per distinct SIS support issue

The approximately 60-minute guideline is a service-boundary for hands-on SIS operational support on a distinct support issue. It is not a prepaid hour bank. PSUG.pro will own the issue through resolution, PowerSchool Support escalation, or a clearly identified scoped-services decision.

Related requests that arise from the same underlying issue may be treated as one distinct support issue. Diagnosis and triage are included. The District will not be charged solely to determine what is wrong or whether PowerSchool escalation is appropriate.

PSUG.pro platform incidents — including account, billing, login, and defects in PSUG.pro or included PSUG.pro-hosted automation environments — remain included until resolved, regardless of time required. The 60-minute guideline does not apply to those platform incidents.

3. PowerSchool Support Escalation

If an issue cannot reasonably be resolved within normal PSUG.pro Support and appears covered by the district's existing PowerSchool support entitlement, we escalate rather than convert it into billable consulting.

  • Prepare and submit the PowerSchool support case when authorized and permitted
  • Document reproduction steps and diagnostics
  • Communicate with PowerSchool Support and track the case
  • Coordinate information requests and review responses
  • Help validate resolution and keep the district informed
  • If we cannot submit on the district's behalf, prepare the case for district submission and continue helping manage it

The District is responsible for maintaining its own PowerSchool support agreement or other applicable PowerSchool support entitlement. PSUG.pro will not access District or vendor support accounts, or submit cases on the District's behalf, unless the District has provided the required authorization and such access is permitted.

PowerSchool controls its own response times, decisions, fixes, and service levels. PSUG.pro cannot guarantee PowerSchool's resolution or timing. Helping manage an escalation does not make PSUG.pro a substitute for the District's PowerSchool support entitlement.

4. Scoped professional services

Use when substantial work is required that is neither normal included support nor reasonably covered by PowerSchool Support. No billable scoped work begins until the district explicitly approves the scope and price.

  • Custom development and custom plugins
  • Major configuration projects and significant data remediation
  • Migrations and major new integrations or workflows
  • Other substantial deliverables that need a defined project

Scoped professional services are outside the paid subscription unless an order form or statement of work expressly includes them. No separately billable scoped work begins until the District explicitly approves the scope and price. PSUG.pro will not surprise bill included support, diagnosis, triage, or PowerSchool escalation assistance.

5. Advisor subscriptions

If the District purchases Advisor, the subscription also includes the following, in addition to the support model above: Designated SIS Advisor; Monthly SIS operations review; Normal Advisor escalations; Ongoing guidance. Those Advisor services remain subject to the same distinction among included support, PowerSchool escalation, and separately quoted scoped work.

6. Customer-facing operating summary

Start with PSUG.pro. We investigate the issue first and resolve it through our agents, workflows, and experts when we can. If the issue belongs with PowerSchool Support, we'll help manage that escalation. If it requires a separate professional-services project, we'll identify that clearly and provide a scope and price before any billable work begins.

  • The approximately 60-minute guideline applies to hands-on SIS operational support, not PSUG.pro platform failures.
  • PSUG.pro platform incidents remain included until resolved, regardless of time required.
  • Related requests arising from the same underlying issue may be treated as one distinct support issue.
  • Diagnosis and triage are included. Districts are not charged simply to determine what is wrong or whether PowerSchool escalation is appropriate.
  • PSUG.pro is not PowerSchool's authorized support provider. PowerSchool controls its own response times, decisions, fixes, and service levels.

7. Authorization, confidentiality, and acceptable use

The District will not submit student or staff personally identifiable information except as expressly permitted by a separate written agreement and applicable law. The District remains responsible for its PowerSchool configuration decisions and for testing changes in a non-production environment when appropriate.

8. Contact

Questions about this MSA may be sent to legal@psug.pro.