Fair Usage Policy

Ensuring all clients get equitable access to support

Introduction

At mutherboard.com Ltd, in partnership with monday.com, we are committed to providing exceptional professional services, designing custom solutions within the monday.com platform to address and alleviate our clients' business challenges by enhancing process efficiency. To ensure the sustainability of our high-quality support and maintain equitable service levels for all our clients, we have established this Fair Usage Policy (FUP).

Scope

This policy applies to all clients receiving support services from mutherboard.com Ltd post-delivery of custom solutions on the monday.com platform. It is designed to prevent misuse or excessive use of support services, ensuring all clients have access to fair, timely, and efficient support.

Fair Use of Support Services

Support Packages: Clients must select a support package that accurately reflects their anticipated needs. Each package provides a specific number of support hours and service types, detailed in our service agreement.
Usage Limits: Support services are subject to reasonable use limits, as defined by the selected support package. These limits are in place to ensure equitable access to support for all our clients.
Excessive Use: Excessive use of support services is characterised by repeated requests that significantly exceed the typical use patterns of similarly situated clients. This may include, but is not limited to, an unusually high number of support tickets, requests that fall outside the agreed scope of support, or demands for immediate attention for non-critical issues.

Policy Enforcement

Monitoring: mutherboard.com Ltd will monitor usage of support services to identify potential abuse or excessive use.
Communication: Clients identified as exceeding fair usage limits will be contacted by mutherboard.com Ltd to discuss their support needs and usage patterns. This may result in recommendations for an upgraded support package more aligned with their usage.
Limitation of Services: In cases where excessive use continues after initial communication, mutherboard.com Ltd reserves the right to limit or suspend support services until an agreement can be reached to resolve the excessive use.
Review and Appeals: Clients subject to service limitation or suspension may request a review of the decision by contacting mutherboard.com Ltd's Client Services Manager. We aim to resolve all disputes amicably and expediently.

Amendments to the Policy

mutherboard.com Ltd reserves the right to amend this Fair Usage Policy at any time to ensure its effectiveness and compliance with legal requirements. Any amendments will be communicated to our clients in a timely manner via our official communication channels. We encourage our clients to regularly review this policy to stay informed about how we are protecting the fair use of our support services.

Conclusion

Our Fair Usage Policy is designed to ensure that all our clients can benefit from our support services fairly and equally. By adhering to this policy, we can continue delivering high-quality, efficient support to all our clients, helping them to maximise their return on investment in monday.com solutions.

For any questions or further clarification on our Fair Usage Policy, please contact our support team at support@mutherboard.com.