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Support Fair Usage Policy

Last updated by Sam Brown on November 04, 2016 14:59

What is the Fair Use Policy (FUP)?

As part of our commitment to providing excellent quality and reliable service, intouchcrm has a Fair Usage Policy on its Telephone Support Services. The Fair Usage Policy (or FUP as its commonly referred too) contains usage guidelines for customers using the intouchcrm Telephone Support services to ensure that customers use the service reasonably.

Why has an FUP been implemented?

While we encourage intouchcrm customers to take full advantage of the excellent quality of service, we have an obligation to ensure that all customers who pay for telephone support (Complete Account levels or customers paying the additional monthly fee for telephone support on lower packages) receive the best possible service at all times.

The application of the Fair Use Policy (FUP) ensures that we continue to provide an acceptable standard of service in terms of response times to calls and questions raised by our customers

Does the FUP policy apply to me?

Since the latest upgrade to the intouchcrm system, we have begun charging customers for telephone support on top of the support methods provided to all customers (Support Tickets, Free weekly customer webinars and our up to date knowledgebase). 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 one of these support contracts  then this FUP applies to you, likewise if you are a paying account holder prior to 7th of April 2011 we fully intend to extend this service to you and maintain the previous agreements with you..

What are the FUP limits?

intouchcrm 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 go over 15 minutes will be subject to this policy, as they might be deemed as training rather than support. All support customers can phone up for 45 minutes of telephone support ticket each month, per user paying for telephone support. Support time over 60 minutes per user per month, per account may be subject to review.

Why is this FUP here?

Some of our clients use the telephone support as a training tool, talking with one of our many 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 webinars can be arranged and are chargeable at £60 (ex VAT) per hour, these training calls can be used to interact with the intouchcrm support team who can spend that dedicate time supporting you through the setup and continued use of your account.

Our Fair Use Policy applies to our telephone customer support. It's designed so that each and every paying user gets fast and reliable support whenever you use it.

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 Customer Service 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.