What is the Fair Use Policy (FUP)?
As part of our commitment to providing excellent quality and reliable service, Pioneer IT Support Limited has a Fair Usage Policy on its Onsite Support Services. The Fair Usage Policy (or FUP as its commonly referred too) contains usage guidelines for customers using the Pioneer IT Support Limited Telephone Support services to ensure that customers use the service reasonably.
Why has an FUP been implemented?
While we encourage Pioneer IT Support Limited customers to take full advantage of the excellent quality of service, we have an obligation to ensure that all customers who pay for Onsite support (Complete Account levels or customers paying the additional monthly fee for telephone support on lower packages) receive the best possible service at all times.
The application of the Fair Use Policy (FUP) ensures that we continue to provide an acceptable standard of service in terms of response times to calls and questions raised by our customers
Does the FUP policy apply to me?
This was implemented on 7th of May 2010 to all customers of Pioneer IT Support Limited, with this comes a big focus on ensuring that all customers who are paying for the service are treated equally and get a fair amount of our time and focus to help with their questions and issues.
What are the FUP limits?
Pioneer IT Support Limited reserve the right to limit onsite call outs to 10 (ten) per calendar month. In cases where these are exceeded, may be subject to review.
Why is this FUP here?
Some of our clients use our onsite callout support, as a training tool, talking with one of our many skilled support staff hours, taking away vital support from other customers who pay for the service as well.
We offer individual training sessions and joint venture training sessions with Microsoft at their store on Regent Street.
While we do not want to stop any customer speaking with a member of the team, we must also provide the same level of service to all our customers in an equal proportion.
Support calls are monitored by the Help Desk Manager and collated in terms of time and support quality to ensure that all customers are treated equally and provided the best service possible and value for money.