Fair Use Policy
Fair Use Policy
1. Introduction
1. Introduction
At Teradek, we are committed to providing exceptional customer service to all our clients. This Fair Use Policy outlines the support services available to non-paid customers, ensuring that everyone has access to the help they need while maintaining a high level of service for Pro Care customers.
2. Support Hours for Non-Paid Customers
2. Support Hours for Non-Paid Customers
Non-paid customers are welcome to contact our support department during our standard business hours, Monday through Friday, from 9 AM to 5 PM Pacific Time (PT). Please note that support services for non-paid customers are not available outside of these hours or on weekends and public holidays.
3. Support Duration Limit
3. Support Duration Limit
To ensure that we can provide timely assistance to all our customers, non-paid customers are limited to a maximum of 30 minutes of support per call. Our support team will do their best to resolve your issue within this time frame. If additional support is required, we encourage you to consider upgrading to Pro Care, which offers extended support hours and priority assistance.
4. Fair Use and Responsiveness
4. Fair Use and Responsiveness
We ask that non-paid customers respect the fair use of our support services by limiting their inquiries to genuine issues and seeking assistance only when necessary. This helps us maintain a high level of service for all customers, including those with Pro Care.
5. Upgrading to Pro Care
5. Upgrading to Pro Care
For customers who require more extensive support or prefer access to our support team during extended hours, we offer Pro Care that includes priority assistance, faster response times, and additional benefits. To learn more about Pro Care options and how they can enhance your customer experience, please contact our sales team.
6. Commitment to Customer Service
6. Commitment to Customer Service
As customer support experts, we are dedicated to providing exceptional customer service to all our clients, regardless of their support plan. We will continue to strive for excellence in our support services and work diligently to address your needs within the parameters of this Fair Use Policy.
7. Policy Updates
7. Policy Updates
We will collect all personal information required to comply with employment legislation, including, where necessary, sensitive information. This may include medical information and where additionally appropriate we will perform a criminal record search. To prevent discrimination, and ensure diversity, we shall request information from the Data Subject on religion, sexuality and ethnicity.
