Fair Usage Policy (Effective Date 20/07/2022)

Why do we have a Fair Usage Policy?

Qucate is a multi-tenant service. This means that our services are used concurrently by several subscribers. If a single customer places very high demands on the services, then it is possible that this will affect the experience for other users.

Most of our customers use their service considerately and their usage levels during peak hours don't disproportionately affect the shared network and service capacity. However, even though only a very small number of our customers may use the service inappropriately, such activity has the potential to affect the service for others. Our Fair Use Policy manages inappropriate use and makes sure the service can be used fairly by everyone.

The Fair Usage Policy

Support

Support is typically provided free of charge for Qucate. To ensure that all customers have equal access to support, we may restrict or suspend access to support for any customer that is consuming more support time or logging more support issues than a typical customer with similar users and a similar subscription.

Storage

Within your SaaS environment you can upload and store documents, images, and videos. To make sure there is enough storage for everyone, we may limit the amount of data you can save. The amount of storage will depend on the number of active users within your Qucate subscription. If we detect that your subscription saves more data than we consider to be fair and normal, we'll contact you to discuss this.

Network Traffic and Bandwidth

To prevent a negative effect of excessive network traffic on your user experience or that of others, we monitor the traffic. We compare your use to the average use of all our customers with a similar subscription. With normal use you don't have to worry about the network bandwidth available to you. If we detect a situation that could lead to a decrease in service, we will contact you to discuss the situation. In some situations, we can intervene by limiting the available bandwidth.

Amount of sent and received emails

To prevent spam, we use worldwide blacklists, and spam blockers among other things. To guarantee smooth email traffic from Qucate for you and our other customers, we monitor the mail servers. Spam and blacklisting could happen when excessive amounts of emails are sent from Qucate, for example. We maintain very broad margins based on the average use of our customers with a similar subscription. When we detect abnormal values that could negatively impact the service, we may limit the number of emails you can send or take other action as appropriate. Before we do this, or in urgent situations immediately after doing so, we'll contact you to discuss possible solutions.

Compute and Load

To prevent a negative effect of excessive use of compute resources, on your user experience or that of others, we monitor the compute resources. We compare your use to the average use of all our customers with a similar subscription. With normal use you don't have to worry about the compute services available to you. Where increased usage is caused by the normal growth of users and customers, we will scale the resources available. If we detect a situation that reflects abnormal use or that could lead to a decrease in service, we will contact you to discuss the situation. In some situations, we can intervene by limiting the available compute resource.

Urgent and Extreme Cases

In an urgent or extreme case, for example where services are likely to be significantly impacted, or where we believe your system or ours is under attack (a DDOS - denial of service attack for instance) or where we believe your system or ours has been compromised (for example a hacker or potential a security breach) we may stop the services, or temporarily block your access to them. Before we do this, or in urgent situations immediately after doing so, we'll contact you to discuss possible solutions.

In some cases, even without an attack or breach, if your use of the services continues to impact other users, is expected to do so, or is generating costs to us that are not normal when compared to other customers on a similar subscription and make our service to you unprofitable to maintain, we may isolate your services from the multi-tenanted environments and pass the costs onto you. Before we do this, or in urgent situations immediately after doing so, we'll contact you to discuss possible solutions.

Extenuating Circumstances

We understand customers will occasionally have very high volumes of traffic outside of normal usage patterns. In those cases where this traffic can be predicted by the customer, we request to be informed with as much notice as possible to ensure that service delivery remains consistently high.

Changes to the Fair Usage Policy

This Fair Usage Policy may be updated from time to time, and the latest version of the document is available at https://qucate.com/legal/fair-usage-policy.