This aims to provide efficient assistance while preventing abuse, misuse, or excessive usage that may impact the quality of service for all our clients.
1. Response Times
Our Team strives to respond promptly to all enquiries. While we make every effort to provide timely assistance, response times may vary based on the complexity and volume of requests. We aim to respond to emails within 24-48 hours and phone calls during business hours. Our support hours are from Mondays to Fridays, 9:00 am to 5:00 pm AEST.
2. Support Request Complexity
Support requests can vary in complexity, ranging from simple queries to more intricate issues. Clients are requested to differentiate between urgent matters and general enquiries. While we strive to address all support requests, clients are advised to prioritise and consolidate their queries whenever possible.
3. Out of Scope Work
Out of Scope work refers to any tasks, projects, or requests that fall beyond the agreed-upon scope of the initial agreement. These requests are considered additional or supplementary to the original agreement and may require additional time, resources, or expertise.
If a query is determined to be outside the scope of work or requires extensive research or development, we may need to send an additional proposal to accommodate the specific details of the request.
4. Number of Support Requests
Clients are encouraged to seek support where necessary based on their level of engagement. However, to ensure fair access for all users, we have set a limit on the number of support requests within a specified time period.
- Clients are allowed a combination of quick calls and emails, totaling up to three (3) support requests per quarter.
- In total, the support requests should require no more than 15 minutes of our team member's time to resolve per month.
- Support requests exceeding this limit or requiring additional time for resolution may be subject to an extra consulting fee or handled as a separate service engagement, depending on the nature and complexity of the request. Additional assistance can be sought from support@fullstack.com.au or by booking a paid consult with one of our senior advisors here for more complex matters/workshops (i.e. restructures, capital raising readiness, ESOPs, training, tech implementations, etc).
5. FullSupport
Add on service for VIP support queries & 4-hour response time. Up to 30 minutes of support from a senior advisor per month including Priority booking link and Shorter SLA turnaround times. Allow $200+/month depending on the size of the engagement.
6. Rules of Engagement
Engaging in unprofessional behavior towards any member of our team, including using offensive language or making threats, is strictly prohibited. We maintain a zero-tolerance policy for such behavior, and any instances will result in the termination of your engagement.
Clients should refrain from intentionally submitting false or misleading information when seeking support. Providing accurate and honest information will ensure the most effective assistance.
7. Amendments to the Policy
We reserve the right to modify this Fair Usage Policy for Email and Phone Support at any time. Any changes will be communicated through our official channels. Continued use of our support services after the policy updates imply acceptance of the revised terms.
If you have any questions or concerns regarding this Fair Usage Policy or require further clarification, please contact our support team at support@fullstack.com.au