Fair Use Policy

Introduction

Last updated: September 21, 2026

This Fair Use Policy explains how Unlimited Support works under Vincere's Growth partnership plan, and how support differs from development work.

1. What unlimited support includes

Reasonable day-to-day assistance with the systems and solutions Vincere manages, including:

  • Questions about how existing systems or processes work

  • Troubleshooting issues with systems we manage

  • Assistance with existing workflows, automations and functionality

  • Guidance for you or your team

  • Investigation of errors or unexpected system behaviour

  • Minor configuration adjustments handled as part of support

There is no set limit on the number of reasonable support requests a Growth client may submit each month.

2. Support vs. Development

Unlimited Support does not mean unlimited development, implementation or project work. Work that creates, changes or expands functionality is development, and is allocated against the included monthly development hours. Examples include:

  • Building new automations or workflows

  • Creating new forms, pages or funnels

  • New integrations or custom development

  • Major website changes or data migration

3. Fair use

Where support usage becomes unusually high, repetitive, or would reasonably be considered development or project work, Vincere may recommend a more appropriate arrangement, allocate the work to development hours, or provide a separate quote. We will always discuss this with you before undertaking additional chargeable work.

4. Third-party issues

We provide reasonable assistance with third-party platforms connected to systems we manage, but cannot guarantee resolution of issues caused by outages, platform changes or external providers. Substantial work required because of a third-party issue may be treated as development or separately scoped.

5. Response times

Unlimited Support does not mean immediate or 24/7 support. Requests are handled during normal operating hours and prioritised by urgency and impact. Growth clients receive priority support over limited-support plans. Emergency or after-hours support may require a separate arrangement.

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