FAIR USAGE POLICY
Customers may contact the Support Desk of The Data Support Agency Ltd via phone, online web chat, email and directly from their unique customer portal. All calls are logged and a unique ticket number allocated, both of which can be seen inside the customer’s portal.
In the event of extreme usage, The Data Support Agency may need to restrict the amount of support agent time per month in order to maintain a consistent level of high quality service for all customers. Should this occur, The Data Support Agency will contact the customer to jointly prioritise their open tickets.
The following table indicates the support agent time allocated to each customer, based on different subscription levels:
|Monthly subscription||Agent Time|
|iCaaS Micro||30 minutes, one-off|
|iCaaS Lite||30 minutes, per month|
|iCaaS Pro||2 hours, per month|
|iCaaS Plus||4 hours, per month|
Customers who have subscribed to the virtual Data Protection Officer or virtual Data Support Officer service will have the time allowance indicated above as part of their inclusive iCaaS service. In addition, they will be allocated 2 hours’ remote consultancy per month with their designated DPO / DSO, or another member of the team if unavailable. This time can be used in blocks, with no more than eight hours in any given month.
The Data Support Agency Ltd. Fair Usage Policy
Last Updated: 14/05/2019