Comprehensive Support Fair Usage Policy
What is the Fair Use Policy (FUP)?
As part of our commitment to providing excellent quality and reliable service, techrelate has a Fair Usage Policy on its Comprehensive and SafetyNET Support Services. The Fair Usage Policy (or FUP as its commonly referred too) contains usage guidelines for customers using the Comprehensive Support services to ensure that customers use the service reasonably.
Why has an FUP been implemented?
While we encourage techrelate customers to take full advantage of the excellent quality of service, we have an obligation to ensure that all customers who pay for Comprehensive Support Services receive the best possible service at all times.
The application of the Fair Use Policy (FUP) ensures that we continue to provide a high standard of service in terms of response times to all calls and questions raised by our customers.
Does the FUP policy apply to me?
Since the introduction of unlimited User Support for our Comprehensive clients, we are very happy to guarantee support to all our valued customers within a 4 hour SLA. This support covers: Documented Systems; Licensed Software; Applications, Hardware covered by our SafetyNET Service and named Comprehensive Users. We are also happy to liaise with third party software / systems providing we have been registered to talk to them on your behalf and they are detailed in Schedule B of the contract. With this comes a big focus on ensuring that all customers who are paying for the service are treated equally and get a fair amount of our time and focus to help with their questions and issues. If you are on a Comprehensive Fixed Cost per User per month contract then this FUP applies to you.
What are the FUP limits?
Techrelate reserve the right to limit the time our support team spend on phone calls with any customer who is deemed to be taking advantage of this service, which is offered to all customers.
Calls that run concurrently over 30 minutes may be subject to this policy, as they might be deemed as training rather than support. Support time over 60 minutes per user or per system per month, may be subject to review.
End of life Equipment, Servers or other hardware not covered by a manufacturers warranty will NOT be supported.
Why is this FUP here?
Some of our clients use the telephone support as a training tool, talking with one of our skilled support staff for hours on end and monopolising the support team’s time – taking away vital support from other customers who pay for the service as well. Individual training can be arranged and is chargeable at £100 (ex VAT) per hour, these training calls can be used to interact with the techrelate support team who can spend that dedicated time supporting you through the setup and continued use of your account.
Our Fair Use Policy applies to our telephone and remote support. It’s designed so that each and every paying user gets fast and reliable support whenever you use it.
This FUP applies to Support requested from making a call to the Helpdesk (03300 011 2211) or emailing help@techrelate.co.uk. New tickets will be picked up by a 1st Line Engineer initially and escalated up to 2nd or 3rd line as deemed necessary.
While we don’t want to ever stop any customer speaking with a member of the team, we must also provide the same level of service to all of our customers in an equal proportion.
Support calls are monitored by the Client Services Director and collated in terms of time and support quality to ensure that all customers are treated equally and provided the best service possible for their money.