We will monitor how often our remote and phone support services are used by our clients. If we see large numbers of persistent support requests, we may choose to apply a Fair Usage Policy.
We have supported and ‘profiled’ many different kinds of businesses and researched many factors; common usage patterns, time required for different types of support request, quantity of support requests, our availability to serve a support request, amongst other factors.
We know the typical amounts of support that a business may require on a day to day/week to week/month to month basis. We term this as ‘average’ use.
There will be occasions when a heightened level of support is required through a major change, transition, or disaster – something that wouldn’t be a regular occurrence. This is perfectly fine, and we are more than happy to assist you at these times.
This policy won’t affect the majority of our clients. However, when a client is requiring support in excess of what we would class as ‘average’, i.e. persistent high usage, we will contact you to discuss your situation. We will:
• Assist in identifying what we can do to improve your I.T. experience and suggest improvements (whether hardware, software, infrastructure, staff training, etc.) that will improve your situation and reduce your support requests to bring your requirements in line with ‘average’ use.
• Reassess the methods of support you receive and see if there is a different method or structure we can use to support you that will reduce your time receiving support, and also reduce the number of support requests.
• If we can’t find ways to bring your usage in line with ‘average’ use, then it’s likely that your business requires an ‘above average’ level of support. We would then have a discussion and mutually agree on a different pricing scheme that will ensure you have access to the support you require.