This Annex forms part of the IT Master Services Agreement and describes the scope, responsibilities and limitations relating to the Fair Use Policy.

The FUP ensures that Service Desk resources are used fairly across all customers and that no single user or organisation consumes an excessive share of engineer time to the detriment of others. It applies only to Services included in your Order.

1. Purpose of this Policy

The purpose of the Fair Use Policy is to:

  • ensure equitable access to the Service Desk for all customers;
  • prevent unreasonable or excessive use of support resources;
  • set expectations for appropriate use of Service Desk time;
  • provide a clear process for handling exceptional or persistent overuse.

2. Fair and reasonable use

Fair use means using the Service Desk for genuine support needs in a way that is reasonable for the size of your organisation and the Services included in your Order. This typically includes:

  • reporting technical faults or issues;
  • asking for help with supported systems or services;
  • raising tickets for changes covered under Support;
  • short troubleshooting conversations and follow-up questions as required.

3. Excessive or unreasonable use

Examples of usage that may be considered unreasonable include:

  • frequent or daily calls from the same user for non-urgent or repetitive assistance;
  • extended calls lasting disproportionately long periods (for example exceeding 30+ minutes regularly);
  • requests for end-user training, coaching or walkthroughs beyond brief guidance;
  • monopolising engineer time at the expense of other customers;
  • repeatedly raising the same issue without following previously provided guidance;
  • excessive “how-to” questions not covered by your Support package;
  • using the Service Desk as a substitute for formal training, consultancy or administration services.

Cultrix will act reasonably when assessing whether usage constitutes overuse, taking into account your organisation’s size, the nature of the issue, and recent support history.

4. Managing excessive usage

Where Cultrix identifies excessive or unreasonable use, we may take the following steps:

  1. Informal guidance: We may notify you that usage appears unusually high and discuss adjustments.
  2. Formal notification: If excessive usage continues, we may send a written notice outlining concerns and proposed alternatives (for example training, consultancy or a more suitable Service package).
  3. Reclassification of work: Work that exceeds fair use may be reclassified as chargeable consultancy or project work, with your approval.
  4. Additional charges or plan adjustment: If usage continues to exceed fair use on an ongoing basis, Cultrix may propose additional charges or recommend a higher-tier Service package.
  5. Restrictions: In extreme cases, specific users may be restricted from extended calls and required to log requests via ticket only.
  6. Repeated requests caused by unsupported devices, software, or user behaviour.

5. Customer expectations

To help ensure fair and effective support for all customers, you agree to:

  • ensure users follow reasonable troubleshooting guidance provided by Cultrix;
  • encourage users to avoid repeated calls about identical issues;
  • provide internal training where necessary for systems not covered by Support;
  • nominate key contacts for complex or administrative tasks;
  • avoid using the Service Desk for tasks more appropriate to consultancy or training services.

6. Self-Inflicted Issues and Customer-Initiated Changes

Some service interruptions are caused by changes made by the customer, such as using administrative access, installing or removing software, altering configuration or security settings, or replacing routers or other equipment without prior notice. These issues aren’t classed as urgent incidents under the SLA, because they aren’t system faults. Any work required to investigate or resolve a customer-caused issue may be handled as chargeable consultancy, and we’ll always confirm this with you before proceeding. If you’d like support in reducing administrative permissions or reviewing who has access to make changes, we can help.

7. Services covered by this Policy

The Fair Use Policy applies to any Cultrix Services that include Service Desk access, including:

  • Support;
  • Support + Shield;
  • Guardian;
  • standalone Service Desk access where purchased.

Patch-only customers do not have Service Desk access and are therefore not covered by this Policy.

8. Changes to this Annex

Cultrix may update this Fair Use Policy to reflect changes to Services, customer behaviour patterns or support best practice. Updated versions will be published on our website and, for material changes, reasonable notice will be provided.