I am looking for an AUP that can be used in our contracts to our clients. I saw where a previous one was posted, but that was more for use by the client to "their" employees. I am looking for one from us "the msp" to our corporate clients as a whole. Does anyone have one that they are willing to share?
This is the fair use policy that we use, which is incorporated within out complete terms and conditions of our SLA.
It should provide you with something to go off for how your delivering your services fairly, without being screwed over yourselves.
Just add in your name / services where the XXXXXXX is placed.
21. Fair use Policy:
To ensure the continued availability of unlimited calls or support tickets being raised on fixed cost services, XXXXXXXX has a 'Fair Use Policy' to make sure our services are not subject to excessive, unwarranted “out of scope” and/or improper use.
We have designed our services to be generous, but we do not want those generous terms abused.
If we believe your requests are out of scope “such as support for products out of warranty, support for systems not in the SLA agreement or home support on non business infrastructure, we may refuse you access to this feature and begin applying quota restrictions on your account.
To ensure we do not unreasonably restrict our customers, the following steps will occur if we consider that a service is showing excessive or improper use:
XXXXXXXX may contact individual customers identified as exceeding 1.5 times the average usage of all XXXXXXXX Business customers whom are on the same service level agreement, to discuss their usage requirements.
Where a peak in usage occurs but is not expected to continue, no alternative arrangements are necessary.
If excessive or improper usage continues in a second month, a second communication may be made to discuss an alternative agreement, solution or a proposal made for training services to better serve the customer’s needs and ensure maximum productivity to the business.
If the excessive usage continues into the third billing period, the customer may be informed that quota counting will be activated on their service and that they may be charged accordingly.
Excessive use is a continuing and unreasonably disproportionate use of the service when compared to other customers. In the case of monitoring, management and reporting; excessive report requests and excessive support calls or tickets raised that are in excess of 1.5 times the average usage of all XXXXXXXX customers on the same service level agreement is considered excessive use.