Fair Usage PolicIES
At AvidStack, we are committed to providing exceptional customer support to ensure the smooth operation of your infrastructure and platforms. To maintain the effectiveness of our services and ensure equitable access for all customers, we have established the following Fair Usage Policies.
Customer Support Services
Support Scope and Usage:
Our customer support is designed to assist with issues directly related to the use of AvidStack's IaaS and PaaS services. This includes assistance with service configuration, troubleshooting, and addressing technical issues. Support requests should be relevant, specific to our services, and within the reasonable expectations of standard technical support.
Reasonable Request Frequency:
While we do not limit the number of support requests a customer can make, we expect these requests to be within a reasonable frequency. Excessive or repetitive requests that suggest an unusual pattern of usage, or requests that require an unreasonable amount of support resources, may be flagged for review.
Priority and Response Time:
Support requests are typically handled on a first-come, first-served basis, subject to prioritization based on the severity and impact of the issue. We strive to respond promptly, but response times may vary based on the current volume of requests and the complexity of issues.
Professional Conduct:
We expect all interactions with our support staff to be conducted in a professional and respectful manner. Abusive, disrespectful, or inappropriate behavior towards our support personnel will not be tolerated and may result in a review of your access to support services.
Policy on Support Misuse:
If we identify a pattern of misuse or abuse of our support services, such as making frivolous requests, monopolizing support resources, or engaging in inappropriate conduct, we reserve the right to limit or suspend access to our support services for the offending customer.
Data Storage and Transfer
Reasonable and Normal Use:
Our services are designed for regular business and individual use, which typically involves data storage and transfer patterns that are consistent with normal, day-to-day operations. We expect our customers to utilize our services in a manner that is considerate of the shared resources and other users.
Monitoring and Enforcement:
AvidStack actively monitors service usage to identify patterns that deviate significantly from typical usage. This includes, but is not limited to, excessive data transfers, abnormal storage patterns, or activities that can affect the stability and performance of our services for other customers.
Response to Excessive Use:
In cases where usage significantly exceeds normal patterns, we will reach out to the customer to discuss their needs and potential solutions. This may include suggestions for optimizing usage, upgrading to a higher-tier service, or, in extreme cases, implementing restrictions or additional charges. Our goal is always to find a fair and reasonable solution that aligns with the customer's requirements and our capability to deliver quality service.
Unlimited Calling Plans
Reasonable and Normal Use:
Our unlimited calling plans are designed for regular, individual and commercial use and aren't suitable for non-standard use patterns. This includes, but isn't limited to, autodialing, continuous call forwarding, telemarketing, call centers, or any other high-volume or abnormal calling patterns.
Plans are available to support these endeavors, if required.
Monthly Usage Limits:
While our plans are labeled as "unlimited", they are subject to a monthly fair usage limit. Customers exceeding this limit may experience calling restrictions, or additional charges.
Review and Action:
We actively monitor usage and patterns to detect any non-compliant activity. If we identify any misuse or violation of this policy, we reserve the right to adjust, suspend, or terminate the service, or charge additional fees, at our discretion.
Transparency:
In cases where usage significantly exceeds normal patterns for extended periods of time, we will reach out to the customer to discuss their needs and potential solutions. Customers approaching or exceeding the fair usage limit will be provided an opportunity to adjust usage or upgrade to a more suitable plan.
Our Commitment:
We understand that the foundation of a successful relationship relies on mutual respect, reasonable use, and adherence to established guidelines. Our policies are designed to not only protect our resources but also to ensure that every customer receives the support and service quality they expect and deserve.
Our Fair Usage Policies are a testament to our commitment to delivering exceptional service. We appreciate your understanding and cooperation in adhering to these policies, as we continue to strive for excellence in serving your infrastructure and platform needs.
The digital landscape is ever-changing, and so are the needs of our customers. AvidStack is committed to regularly reviewing and updating our policies to reflect these changes, ensuring that we continue to provide services that are not only fair but also relevant and up-to-date.
AvidStack, LLC
Copyright © 2023 AvidStack, Inc. - All Rights Reserved.
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