Introduction:

This Fair Usage Policy (FUP) outlines the terms and conditions for the utilisation of managed services provided by Impact Solution Group (ISG). The purpose of this policy is to ensure fair and reasonable use of ISG’s services while maintaining a high level of support for our clients.

1. Monthly Usage Limit: The standard monthly usage limit for managed services under this agreement is set at 30 hours per seat. Each seat is associated with an individual user or device covered by the Managed Service Support agreement.

2. Additional Hours: Clients may request additional service hours beyond the 30-hour limit, subject to approval by ISG. Any additional hours will be charged at the agreed-upon rates specified in the Service Level Agreement (SLA).

3. Service Level Agreement (SLA): The terms and conditions of this Fair Usage Policy are supplemental to the details specified in the Service Level Agreement. In the event of any inconsistencies or conflicts between this policy and the SLA, the SLA shall take precedence.

4. Approval for Exceeding Limits: Requests for exceeding the monthly usage limit must be submitted in writing to ISG. Approval for additional hours will be granted at the discretion of ISG, based on factors such as business criticality, technical complexity, and resource availability.

5. Monitoring and Reporting: ISG reserves the right to monitor and report on the usage of managed services to ensure compliance with this Fair Usage Policy. Clients may receive regular usage reports as part of the service management process.

6. Support Time Calculation: Support time is measured in minutes with a minimum charge of 30 minutes per case. For example, if a case is resolved in 20 minutes, 30 minutes will be deducted from the client’s agreement.

7. Fair and Responsible Use: Clients are expected to use ISG’s managed services in a fair and responsible manner. Any usage that is deemed excessive, abusive, or inconsistent with the agreed-upon terms may result in additional charges or the suspension of services.

8. Review and Modification: ISG reserves the right to review and modify this Fair Usage Policy as necessary. Clients will be notified of any changes in advance, and the updated policy will be effective from the specified date.

9. Termination for Violation: Failure to adhere to the terms of this Fair Usage Policy may result in the termination of the Managed Service Support agreement. ISG retains the right to terminate services immediately in cases of severe policy violations.

10. Contact Information: For enquiries or to seek approval for additional service hours, clients can contact the designated ISG support representative or the support desk using the contact information provided in the SLA.

By entering into a Managed Service Support agreement with ISG, clients acknowledge and agree to comply with the terms and conditions outlined in this Fair Usage Policy.