2. Fair Use Policy
This Fair Use Policy applies to all support packages described as “Unlimited”.
1. Purpose
Unlimited support is intended to provide reasonable, day-to-day IT assistance, not continuous or excessive use beyond normal business requirements.
2. Reasonable Use Includes
- Routine support requests
- User issues and troubleshooting
- Standard system maintenance
- Occasional advice and configuration assistance
3. Unreasonable or Excessive Use May Include
- Repeated requests caused by unresolved internal issues
- Excessive support requests from a single user or device
- Ongoing projects or major changes requiring continuous involvement
- Requests that replace the need for internal IT staff
- Abuse of staff or support systems
4. Action We May Take
If usage is deemed excessive, we may:
- Discuss usage concerns with you
- Propose changes to your support package
- Apply additional charges
- Limit or suspend support until resolved
Our aim is always to resolve issues collaboratively and fairly.
5. No Rollover
Unused support time does not accumulate or roll over between billing periods unless explicitly agreed in writing.