Why do we have a Fair Use Policy?
The MHR Service Desk strive to provide the very best support to the whole of our customer base. We aim to respond and resolve cases quickly with great communication throughout. The primary role of the Service Desk is to investigate actual or suspected software defects; however, the overwhelming majority of cases we receive are solved by advice and guidance, with a minority of customers logging a disproportionate number of such cases.
It is expected that customers will report suspected defects along with their investigation which includes steps to replicate each suspected defect.
Where the customer is unable to investigate the suspected defect and determine the steps replicate the issue, the Service Desk will conduct an investigation.
How does the Fair Use Policy work?
Each customer is allocated a fair usage allowance each calendar quarter, which is determined by the number of products and services purchased. The allowance, overage charges and current usage information can be found on Service Cloud.
Customers will log Service Requests with the Service Desk, where the Service Request is handled as a Support Case, the fair usage policy will apply.
To conduct investigations into suspected defects via a Support Case the Service Desk draw down from the fair usage allowance in 15-minute chunks.
Once the fair usage allowance has or is close to being fully consumed, the Service Desk and/or CRM will contact the customer to discuss training or other services in the first instance. Where an upskill plan cannot be established to reduce the improper consumption of support, the Service Desk will invoice the customer for each hour of support used over the fair usage allowance.
Exclusions from fair usage:
- Support Cases Confirmed as Defects.
- Support Cases / Service Requests handled by the Premium Support Services.
- Support Cases confirmed as faults on or caused by MHR’s infrastructure.
What else do I need to bear in mind?
Over 80% of customers will not consume their full fair usage allowance. It is expected that from time to time, customers will need the assistance of the Service Desk to investigate suspected defects.
This policy is aimed at the minority of customers logging a disproportionate number of support cases that are resolved with advice and guidance, essentially where the Service Desk is being used to bridge a knowledge gap for those customers.
The policy is in place to force the minority of customer misusing the Service Desk to ensure there is more comprehensive knowledge within their staff.
