Support Fair Usage Policy

What is the Fair Use Policy (FUP)?

Sage uses a Fair Use Policy to make sure all customers get equal access to Support Services. All customers who pay for support can contact us, but if usage becomes excessive, we may treat it as training rather than support and review it.

Sage may limit the time spent with customers who use support excessively. We monitor support time and quality to ensure everyone receives the service they have paid for.

Why do we use a Fair Use Policy?

We want every customer who pays for support to receive the same high level of service. Some customers use support as training or general IT help, which reduces availability for others.

The Fair Use Policy helps us maintain fair access, reasonable response times, and a consistent standard of support for all customers.