Fair Use Policy

1. When this policy applies

This policy applies to recurring Gratia Group services alongside your signed agreement and Scope Sheet or Statement of Work. The scope defines the users, devices, systems, hours and work covered by your fees.

A recurring fee covers the agreed service. It does not imply an unlimited right to request any project, system change or support service.

2. Normal use within the scope

Included work covers normal day-to-day needs in the agreed environment. Depending on the service, this may include:

• Help desk requests and routine troubleshooting during agreed service hours.
• Monitoring response, patching and endpoint management within Managed IT.
• Routine Microsoft 365 account and access administration within the relevant plan.
• Reporting, evidence-register maintenance and scheduled reviews within Managed Compliance.

The policy does not expand a standalone Microsoft 365 management service into a full help desk or device-management plan.

3. Work that is separately scoped

New projects, migrations, major restructures, substantial automation changes, unsupported software or hardware, and work outside the agreed service hours are separately scoped unless your agreement includes them.

Where a request appears to be project work, we explain the proposed scope and cost before proceeding. A security assessment does not include all resulting remediation unless that work has been commissioned.

4. Sustained changes in demand

If request volumes or environment complexity are significantly and repeatedly different from the basis of the engagement, we review this with you. We consider your user count, the type of requests and whether the original scope still fits the business.

We do not impose an undisclosed ticket quota or silently change fees under this policy. Any adjusted scope or price is discussed and agreed in writing in accordance with the engagement.

5. Service hours and priorities

Automated monitoring can run around the clock, while human support operates during the hours in your agreement. Priority and response arrangements follow the agreed service terms, not a guarantee that every request will be resolved immediately.

Clients should use the agreed support channel, provide sufficient information and ensure an authorised contact is available where needed. Do not send passwords through a website enquiry or ordinary support message.

6. Questions and disputes

If there is disagreement about whether a request is included, we compare it with the written scope and explain our position. Contact info@gratiagroup.co.uk to discuss the scope or raise a concern.

The signed agreement and applicable mandatory rights take precedence over this policy.