What is the Fair Usage Policy?
Most of our product licenses include unlimited access to the support service. In order to keep providing our industry-leading level of support, we have instituted a fair usage policy for our support services:
A support manager will review customer activities that exceeds at least ten times the average amount of support requests.
*Fair Usage Policies and Business hours
Fair Usage Policies applies to: Support Tickets, Enhanced Technical Support, Issue Escalation and Ticket Pre-Screening.
Business hours:
- Response Time: Monday – Friday, 8 am–10 pm UTC, excluding public holidays.
- Phone Assistance: Monday – Friday, 8 am–10 pm UTC, excluding public holidays.
- Remote Web Assistance: Monday – Friday, 8 am – 2 pm UTC, excluding public holidays. Subject to scheduling availability. Requires 24-hour lead time.
- Issue Escalation: Monday – Friday, 8 am–10 pm UTC, excluding public holidays. 16-hour maximum lead time for each response.
- Ticket Pre-Screening: Monday – Friday, 8 am – 10 pm UTC, excluding public holidays. 4-hour maximum lead-time for each response.