Support Fair Usage Policy (FUP)

What is the Fair Use Policy (FUP)?

As part of our commitment to providing excellent quality and reliable service, Sage operates a Fair Usage Policy on its Support Services. The Fair Usage Policy, or FUP as its commonly referred to, ensures that all customers using the Sage Support services get fair and equal access to the service.

All eligible customers paying for support can contact Support Services, however, excessive use might be deemed as training rather than support and may be subject to review.

Therefore, Sage reserves the right to limit the time our support team spend with any customer who in Sage’s reasonable opinion makes excessive use of the services.

Support is monitored and collated in terms of time and support quality to make sure that all customers are treated equally and provided with the exact service they have paid for.

Why has an FUP been implemented?

While we always encourage our customers to take full advantage of the excellent quality of service, we have an obligation to make sure that all customers who pay for support receive the best possible service at all times and we must also provide the same level of service to all our customers in an equal proportion.

Some of our customers use support as a training tool, a data processor or IT support function taking away vital support and time from other customers who pay for the service as well.

The application of the FUP enables us to continue to provide an adequate standard of service in terms of response times and questions raised by our customers.