This Fair Usage Policy is designed to ensure that all WP Sprints customers receive high-quality service and that resources are not disproportionately utilized by any single account, potentially impacting other customers. This policy applies to the services provided by WP Sprints as outlined in the “Services" sections of the sources.
- Technical Issues and Programming Needs:
- To maintain efficient service delivery and provide support to all our customers, the time dedicated to addressing Technical Issues or Programming Needs under our care plans is subject to a fair usage limit. While we aim to resolve all legitimate technical issues and fulfill reasonable programming requests, we have a guideline of 8-10 hours per month for these types of tasks per website on a care plan.
- This guideline is in place to ensure that complex or extensive development work, which goes beyond routine maintenance and support, is appropriately scoped and does not detract from our ability to support our broader customer base.
- If your needs consistently exceed this guideline, we will communicate with you to discuss potential solutions, which may include custom development packages or adjustments to your service plan to better suit your requirements.
- Communication Guidelines:
To ensure clarity, accuracy, and efficiency in our support process, we request that all communication regarding your WordPress website is conducted through the following channels:
- Email: Email at support@wpsprints.com should be the primary method for submitting requests, providing detailed information about issues, and outlining tasks. This allows for a written record of all communications and helps our team track and manage requests effectively.
- Zoom Calls: For more complex issues that require detailed discussion or screen sharing, WP Sprints may schedule Zoom calls. These calls will be summarized and recorded internally to ensure accurate understanding and documentation of the solutions discussed and agreed upon.
- Utilizing these communication methods allows us to maintain organized records and ensures that all team members have access to the necessary information to assist you effectively.
- Providing Clear Vision, Context, and Instructions:
To help us address your needs efficiently and effectively, we kindly request that you provide clear vision, sufficient context, and specific instructions for all requests. This includes:
- Clearly articulating the issue you are experiencing or the task you need completed.
- Providing any relevant background information or context that will help us understand your request fully.
- Outlining precise steps or instructions on how you would like the task to be carried out.
We want to emphasize that while our team is expert in WordPress, we are not mind readers nor do we have specific expertise in the intricacies of every industry or business model our customers operate within. Therefore, the more detailed and clear your communication, the better we can understand your needs and deliver the desired outcome.
We appreciate your calmness and courteousness in all interactions with our team. Maintaining a respectful and professional dialogue ensures a positive and productive support experience for everyone involved.
By adhering to this Fair Usage Policy, we can continue to provide reliable and efficient WordPress support and maintenance services to all our valued customers.