Zing Support Services: Fair Usage Policy

Purpose

This Fair Usage Policy applies to all Zing support services and associated addons.

Its purpose is to ensure services are delivered in a sustainable, predictable, and high-quality manner, while providing customers with transparency as their operational needs evolve.

All services are priced on the assumption of a reasonable and steady level of usage, consistent with the scope and intent of the service purchased.

General Principles of Fair Usage

Fair usage assumes that:

• Requests are operational in nature, aligned to the defined service scope
• Demand is predictable and proportionate to the size and complexity of the customer’s platform
• Services are not relied upon as a dedicated, full‑time resource unless explicitly agreed
• Usage patterns reflect a production operating environment, not continuous change or delivery activity

Most customers operate comfortably within these assumptions.

What Constitutes Fair Usage

Fair usage is assessed in the context of the Customer’s contracted support tier and any applicable add‑on services.

Activities are only considered “in scope” where they align to the Customer’s contracted services and fall within the defined ticket and effort allowances.

The examples below are illustrative only and do not expand the scope of services beyond those expressly purchased.

‍Examples of fair usage include (non‑exhaustive):

• Routine support tickets raised as issues arise
• Day‑to‑day administrative and configuration requests
• Periodic platform or account changes
• Reasonable incident volumes consistent with platform maturity
• Planned maintenance and optimisation activities within the agreed scope
• Normal operational activity during agreed service hours

What May Be Considered Excessive Usage

Usage may be considered outside fair use where one or more of the following patterns are observed on a sustained basis:

• High‑frequency or continuous requests, indicating ongoing operational dependency
• A persistent need for urgent or time‑critical responses outside normal prioritisation
• Usage that effectively requires dedicated or near‑dedicated support capacity
• Repeated rework caused by unclear, changing, or revolving requirements
• Use of support services to substitute for:
  
  • Project delivery
  • Development or build work
  • Continuous testing or campaign activity
• Regular requests outside agreed service hours without the appropriate service coverage in place

While fair usage is typically assessed based on patterns of usage over time, Zing reserves the right to treat any single request asexcessive where its scope, complexity, effort required, or nature is inconsistent with the Customer’s contracted support tier or purchased add‑on services.

Monitoring and Review

Usage is monitored as part of normal service delivery.

Where usage approaches or exceeds fair use expectations:

• Zing will proactively notify the customer
• Usage trends will be discussed during service or operational reviews
• Recommendations will be made to better align service structure with actual needs

The objective is always to address requirements collaboratively and transparently.

Where Usage Exceeds Fair Use

If elevated usage continues over a sustained period, Zing may propose one or more of the following:

• A review of service capacity and associated commercial terms
• Adjustments to service scope or operating model
• Introduction of additional services or add‑ons to better support demand
• Agreement that specific requests are delivered on a fixed‑fee or time‑and‑materials basis

Any changes will be discussed and agreed in advance.

Out of Scope Clarification

The Fair Usage Policy does not expand the scope of any service. Activities explicitly defined as out of scope remain excluded regardless of usage levels, including but not limited to:

• Development or build work
• Custom application changes
• Third‑party system configuration or troubleshooting
• Legal, regulatory, or compliance advisory services beyond platform configuration

Policy Intent

This policy is not designed to restrict legitimate operational needs.

It exists to:

• Protect service quality
• Ensure fair and consistent delivery
• Provide a clear framework for scaling services as customer requirements grow

As platforms mature or operational demands increase, services are designed to scale in a structured and predictable way.