1. Introduction

At Teradek, we are committed to providing exceptional customer service to all our clients. This Fair Use Policy outlines the support services available to non-paid customers, ensuring that everyone has access to the help they need while maintaining a high level of service for Pro Care customers.

2. Support Hours for Non-Paid Customers

Non-paid customers are welcome to contact our support department during our standard business hours, Monday through Friday, from 9 AM to 5 PM Pacific Time (PT). Please note that support services for non-paid customers are not available outside of these hours or on weekends and public holidays.

3. Support Duration Limit

To ensure that we can provide timely assistance to all our customers, non-paid customers are limited to a maximum of 30 minutes of support per call. Our support team will do their best to resolve your issue within this time frame. If additional support is required, we encourage you to consider upgrading to Pro Care, which offers extended support hours and priority assistance.

4. Fair Use and Responsiveness

We ask that non-paid customers respect the fair use of our support services by limiting their inquiries to genuine issues and seeking assistance only when necessary. This helps us maintain a high level of service for all customers, including those with Pro Care.

5. Upgrading to Pro Care

For customers who require more extensive support or prefer access to our support team during extended hours, we offer Pro Care that includes priority assistance, faster response times, and additional benefits. To learn more about Pro Care options and how they can enhance your customer experience, please contact our sales team.

6. Commitment to Customer Service

As customer support experts, we are dedicated to providing exceptional customer service to all our clients, regardless of their support plan. We will continue to strive for excellence in our support services and work diligently to address your needs within the parameters of this Fair Use Policy.

7. Policy Updates

Teradek reserves the right to modify this Fair Use Policy at any time. We encourage you to review this policy periodically to stay informed about any changes.

By using our support services as a non-paid customer, you agree to abide by the terms and conditions outlined in this Fair Use Policy. Thank you for your understanding and cooperation.


*Manufactured under licence
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