Policy on Exceeding Contractual Limits: Procedures and Consequences

In the case of annual/multi-year contracts

Policy

When customers exceed their contractual limits in terms of usage or service term, it is essential to establish clear procedures and consequences to maintain service integrity while ensuring compliance with the terms of the contract. This document outlines the steps that will be taken in such scenarios.

1. Initial Warning Period

Upon exceeding the agreed-upon limits, customers will receive a warning notification on the Trail Platform and email. This notification will include:

• Duration: A specified warning/grace period (7 days).
• Opportunity to Renew: Customers will have the chance to renew their contract or adjust their usage to comply with the limits

This step aims to provide customers with a clear understanding of their current status and options available to them.

2. Degraded Performance Phase

If the customer fails to take action during the warning period, services will transition into a degraded performance phase. This phase will last 15 days after the warning period and includes:

• Reduced Throughput: Services will continue to operate but at a reduced throughput
• Notification: Customers will be notified of their current service level and reminded of the need to renew their contract.

This phase allows for continued access while encouraging compliance without completely shutting down services.

3. Complete Shutdown

Should the customer continue to exceed their contractual limits without resolution past Phase 2, a complete shutdown of services will occur. This includes:

• No Access: Services will be entirely suspended, and customers will not receive any responses or support until compliance is restored.
• Final Notification: A final notice will be sent informing them of the shutdown and the steps required for reinstatement.

This measure protects both parties' interests and reinforces the importance of adhering to contractual agreements.