Fair Use Policy for Symbiant Support
Effective Date: April 2026
This Fair Use Policy forms part of the Symbiant Terms & Conditions and applies to all standard and Premium Support services provided by Symbiant Ltd.
Capitalised terms have the meanings given in the Terms & Conditions.
1. Purpose
This Fair Use Policy sets out the acceptable and fair use of Symbiant support services.
Its purpose is to ensure high quality, effective support for all customers while preventing misuse, excessive demand, or use of support services as a substitute for consultancy or bespoke development.
2. Scope
This policy applies to all customers receiving support from Symbiant, including both standard support and Premium Support.
3. Principles of Fair Use
Support usage must be reasonable, proportionate, and consistent with the intended purpose of product support.
Symbiant reserves the right, acting reasonably and in good faith, to determine whether a customer’s use of support services exceeds fair and reasonable levels.
4. What Support Covers
Support services are intended to cover:
- assistance with product functionality;
- configuration guidance within the standard capabilities of the platform;
- troubleshooting and fault resolution;
- general usage guidance and clarification.
Support does not include consulting services, training delivery, project management, or bespoke development unless expressly agreed in writing.
5. Premium Support – Unlimited Configuration Clarification
Where Premium Support includes unlimited configuration work, this does not include:
- repeated rework of the same changes;
- reversal or undoing of previously implemented changes;
- extensive redesign or scope expansion;
- work that would reasonably be classified as consulting, training, or bespoke development.
Such requests may, at Symbiant’s discretion, be treated as chargeable services.
6. Examples of Excessive or Abusive Usage
The following are examples of usage that may be considered excessive or abusive:
- repeated requests for the same issue without following prior guidance;
- requests that effectively substitute for training, consulting, or project work;
- excessive requests for meetings where issues can reasonably be resolved via written support;
- sharing support access with unauthorised users or third parties;
- disrespectful, aggressive, or inappropriate behaviour towards support staff.
These examples are illustrative and not exhaustive.
7. Online Meetings
Online meetings are provided solely at Symbiant’s discretion and only where Symbiant determines that the issue cannot reasonably be resolved via written support or available documentation.
Where a customer schedules a meeting but fails to attend, cancels unnecessarily, or no longer requires the meeting for the original purpose, the meeting may be treated as chargeable.
8. Reversal of Changes
Requests to undo or reverse previously implemented changes, whether made under standard support or Premium Support, will be treated as chargeable support requests.
Customers will be informed of applicable charges before work proceeds.
9. Enforcement
Where support usage exceeds fair and reasonable levels, Symbiant may, without prejudice to any other rights:
- limit or suspend support availability;
- require the purchase of additional services;
- convert further support requests into chargeable work;
- adjust support prioritisation or delivery.
10. Relationship to the Agreement
Failure to comply with this Fair Use Policy may be treated as a breach of the Terms & Conditions.
Enforcement of this policy does not limit or replace any other contractual rights held by Symbiant.