Fair Use Policy
In order to maintain a good level of service for all service users, the Support, Maintenance and Software Update service is subject to this Fair Use Policy
1. Excessive Use is defined as:
1.1. Where the Buyer logs more than 12 new support issues in any 30 calendar day period
2. Unreasonable Use is defined as:
2.1. Where someone other than the system administrator or nominated key users use the Service, unless agreed otherwise by both parties
2.2. Where Buyer repeatedly attempts to use the Service for reasons not covered in the definition of the Service
3. Remedies
3.1. Supplier will contact Buyer to inform them of Excessive and/or Unreasonable use
3.2. Supplier will suggest one or more of the following:
3.2.1. Issues logged under excessive or unreasonable conditions will be charged at a rate of £75 per hour
3.2.2. An alternative Service product
3.2.3. The price of the Service agreement will be modified to reflect increased usage, and Excessive Use will be redefined
3.2.4. The Service may be suspended or limited for any period Supplier deems is necessary
3.2.5. Termination of the Support, Maintenance and Software Update agreement
