Reasonable Use Policy for IT Support
**Scope of IT Support:**
1. **Covered Issues:**
Our IT support services are provided under a “reasonable use policy.” This means we offer support for software and technical issues that Black Rabbit Digital can reasonably be expected to have access to and the ability to fix. Examples of covered issues include, but are not limited to:
– Email problems and configurations
– Website functionality and troubleshooting
– CRM (Customer Relationship Management) software issues
– Other technical issues within the scope of Black Rabbit Digital’s expertise and access
2. **Virtual IT Support:**
You will have access to dedicated virtual IT support 20 hours per day. This support is aimed at resolving issues related to email, website functionality, CRM software, and other technical problems as outlined above.
**Reasonable Use Guidelines:**
– **Access:** IT support is provided for systems and software to which Black Rabbit Digital has legitimate access and authorization.
– **Expertise:** Support is limited to issues that fall within the technical expertise of Black Rabbit Digital. For software or systems beyond our knowledge or access, we may recommend third-party support.
– **Fair Use:** While we strive to assist with a wide range of technical issues, the service is subject to fair use principles. Excessive use of IT support services beyond reasonable expectations may result in additional charges or limitations on services.
**Limitations and Exclusions:**
– IT support does not include custom software development, hardware repairs, or support for third-party software that Black Rabbit Digital does not have access to or knowledge of.
– Support requests that fall outside of the covered hours or that exceed reasonable use may incur additional fees or be scheduled for a later time.
By using our IT support services, you agree to adhere to this reasonable use policy. If you have any questions or need further clarification, please contact Black Rabbit Digital support.
