Support Services Reasonable Use Policy

It is important to us that all users can access support when needed.

We have developed a Reasonable Use Policy which is designed to ensure that all our users can enjoy this access, and to safeguard the quality and reliability of our support services.

It applies to ensure that you use Deswik’s support services in a fair and responsible way, and not in a way that’s unintended, unreasonable or excessive. For example:

• Using support in a way which isn’t the purpose for which our support services were intended.
• Using support in a way that a reasonable person wouldn’t regard as ordinary, or in a way which commercially disadvantages Deswik or other users.
• Requesting support that would be considered “excluded” under the terms of your support agreement.

We reserve the right to apply our Reasonable Use Policy at our discretion, and on a case-by-case basis. We are not liable for any damages of any nature whatsoever suffered by you or any third party resulting from the exercise of our rights under this Reasonable Use Policy.  While we have no obligation to do so, we may from time to time monitor your use of our support services to ensure that you comply with this Reasonable Use Policy.

If we consider you are in breach of the Reasonable Use Policy, we will contact you and, if appropriate, ask you to modify your use of the service or recommend an alternative approach such as a formal training course, one-on-one mentoring or another arrangement including payment of additional support fees.

 

Named User Licensing

The following additional constraints apply where you have licensed a Deswik product which is provided under a “Named User Per Site” licensing model.

You may:

• Allocate licenses to named individuals for their exclusive use.
• Reallocate the license of an employee who has left your business on a permanent basis to another employee.
• Temporarily reallocate the license of an employee who has gone on extended leave or is otherwise unavailable for an extended period to another employee for the leave period, and then return the license to the original user at the end of the leave period.

You may not:

• Systematically swap license allocation between different users based on who is actively at work, for example on each shift change.  Specifically:

• 1. Different teams working different shifts require separate licenses for each team member.
  2. You may not swap licenses between crew members on shift changes.
  3. You may not swap licenses between crew members as roster cycles change.

• Share login details (username / password) between different individual users so that more than one individual can log into the software using a single named user license.
• Set up login details with a generic username, for example “Day Shift 1” or similar.  Logins need to be allocated to an individual, and usernames should follow standard company naming conventions for user accounts.

 

Per-device Licensing

The following additional constraints apply where you have licensed a Deswik product which is provided under a “per-device” licensing model.

You may:

• Allocate licenses to specific devices.
• Reallocate the license from one device to another when the original device is no longer operable.  For example, it has been damaged or is being upgraded such that the original device will no longer be used with Deswik products at the site.

You may not:

• Systematically swap licenses between devices based on which devices are being used for a particular shift. The number of licenses should be no less than the total number of devices in use at the site.

 

General Principles

If we consider you are in breach of a Reasonable Use Policy, we will contact you and, if appropriate, ask you to modify your use of the Support Service or the Software (as applicable); and:

• specifically for the Support Service Reasonable Use Policy – we may recommend an alternative approach to the Support Service, such as a formal training course, one-on-one mentoring or another arrangement including payment of additional support fees; or
• specifically for the Licensing Reasonable Use Policies – we may require an alternative licensing approach including purchase of additional software licenses.

We reserve the right to apply these Reasonable Use Policies at our reasonable discretion, and on a case-by-case basis. We are not liable for any damages of any nature whatsoever suffered by you or any third party resulting from the exercise of our rights under the Reasonable Use Policies.  While we have no obligation to do so, we may from time to time monitor your use of our Support Services or Software licensing to ensure that you comply with these Reasonable Use Policies.