Managed IT Support & Care

This Fair Usage Policy (“Policy”) applies to all Managed IT Support & Care Services supplied by technologE Ltd under Schedule 4 – Managed IT Support & Care and the Master Terms and Conditions. It forms part of the Agreement and should be read alongside the Price List/Rate Card.

1. General Principles
1.1 Managed IT Support & Care is supplied for the legitimate business use of the Customer and its End Users only.
1.2 Use must remain fair, reasonable and proportionate compared with typical business usage on the relevant Support Package.
1.3 technologE reserves the right to monitor usage and take reasonable steps where usage breaches this Policy, Applicable Law, or impacts the fair allocation of resources to other customers.

2. Fair Usage
2.1 “Unlimited” support packages are subject to fair usage. technologE may act where usage is:
• materially higher than that of a typical business customer of comparable size and sector;
• degrading or threatening the performance of the Service for other customers; or
• inconsistent with ordinary business IT support needs (e.g. frequent project-level tasks disguised as support tickets).
2.2 As a guide, if support requests for a Customer are consistently more than 200% above the average monthly ticket volume for customers of comparable size, sector and support package, such usage may be deemed excessive.
2.3 Persistent excessive use may result in:

(a) review meetings to discuss usage and recommend remedial actions (e.g. user training, system configuration changes);
(b) migration to a more appropriate Support Package; or

(c) additional Charges, calculated in accordance with the Price List.

3. Prohibited Use
Customers and End Users must not use the Support Service to:
• repeatedly raise tickets for issues caused by unsupported or unauthorised hardware/software;
• seek project, consultancy, or development work under the guise of support;
• request bulk onboarding/offboarding, mass mailbox migrations, or system-wide changes outside normal BAU scope;
• repeatedly request services already provided via self-service tools (e.g. password resets);
• engage in fraudulent, unlawful, negligent or malicious use of IT systems.

4. Customer Responsibilities
The Customer shall:
• ensure End Users are made aware of and comply with this Policy;
• implement appropriate internal processes (e.g. first-line checks, escalation rules) before raising tickets;
• use self-service facilities where provided (e.g. password reset portals, FAQs);
• remain responsible for all use of the Services, whether authorised or unauthorised;
• promptly notify technologE of any suspected misuse, security incident, or Policy breach.

5. Enforcement
5.1 technologE may take proportionate action if this Policy is breached, including:
(a) issuing warnings and guidance;
(b) requiring remedial actions (e.g. staff training, configuration changes);
(c) charging excess usage fees at the out-of-scope rates in the Price List;
(d) suspending or restricting Services; or
(e) terminating the affected Service(s) in accordance with the Agreement.
5.2 Charges will continue to accrue during any suspension.

6. Updates
This Policy may be updated from time to time. The latest version will always be published with the Price List/Rate Card.