FAIR USAGE POLICY FOR PROFILE ERP CUSTOMER SUPPORT
1. Introduction
This Fair Usage Policy ("Policy") outlines the fair and reasonable use of customer support services provided by Reitig Consultants Ltd., trading as Profile IT and Profile Technology ("Company"), to customers using the Profile ERP software ("Software"). This Policy ensures the efficient and equitable allocation of support resources while maintaining high service standards for all customers. By entering into a support agreement with the Company, the customer ("Customer") agrees to abide by the terms of this Policy.
2. Scope of Support
The Company provides support services to assist Customers with technical issues, troubleshooting, and operational guidance related to the Software. Support is available through designated communication channels as specified in the Customer's support agreement.
3. Fair Usage Allowance
3.1 Each Customer is entitled to submit up to 50 support tickets per annum for the first five (5) Profile ERP licences purchased.
3.2 For each additional Profile ERP licence beyond the initial five (5), the Customer is entitled to five (5) additional support tickets per annum.
3.3 Support tickets are measured on a per-issue basis. The Company reserves the right to consolidate multiple queries related to the same root cause under a single ticket.
3.4 Support tickets must relate solely to the standard functionality of the Software. Custom development, third-party integrations, or issues arising from non-compliant use of the Software do not qualify under this Policy and may be subject to additional fees.
3.5 Only software support tickets are counted in the fair usage allocation. Any tickets classified under IMAC (Install, Move, Add, Change) that are chargeable are not included in a Customer's fair usage allowance.
4. Excessive Use & Additional Support
4.1 If a Customer exceeds their allocated annual support tickets, the Company may:
a) Offer additional support on a chargeable basis, with pricing determined in accordance with the Company’s standard rates; or
b) Require the Customer to upgrade to a higher-tier support plan.
4.2 The Company reserves the right to decline non-essential or excessive support requests that could otherwise be resolved through self-service resources such as documentation, training materials, or FAQs.
5. Abuse & Unreasonable Use
5.1 Unreasonable use of support services, including but not limited to excessive ticket submissions, repeated queries on resolved issues, or abusive behaviour towards support staff, may result in:
a) A formal warning issued to the Customer;
b) Temporary suspension of support services; or
c) Termination of support services without refund, in cases of persistent misuse.
5.2 Abuse of the support system, including misrepresentation of the number of licences owned or circumvention of ticket limits, may result in additional charges or termination of service at the Company’s discretion.
6. Legal Compliance
6.1 This Policy is governed by and construed in accordance with the laws of Ireland.
6.2 Any disputes arising from the enforcement or interpretation of this Policy shall be subject to the exclusive jurisdiction of the Irish courts.
7. Amendments & Updates
7.1 The Company reserves the right to amend this Policy at any time. Any modifications shall be communicated to Customers in writing, and continued use of support services shall constitute acceptance of the revised Policy.
8. Contact Information
For any queries regarding this Fair Usage Policy, please contact the Company’s support team at softwaresupport@profileit.ie.