Fair Use Policy
As part of our commitment to providing fast and reliable service, Lakeside Software has implemented this Fair Use Policy for our SysTrack Cloud service.
EFFECTIVE DATE: 07/26/2024
The Fair Use Policy contains guidelines for customers’ use of the SysTrack Cloud service to ensure that each customer has a consistently high-quality user experience. Lakeside Software takes certain steps to ensure customer usage of SysTrack Cloud is within reasonable parameters, consistent with customer license grants, and otherwise in accordance with applicable laws.
Why do we have a Fair Use Policy?
Lakeside Software’s proprietary SysTrack Cloud is a multi-tenant cloud service. This means that our service and the resources that support it are shared concurrently by our customers. Even if a single customer imposes very high demands on the service and/or our systems then it is possible that other customers’ user experience will be negatively impacted. This Fair Use Policy is therefore intended to manage inappropriate, disruptive, or disproportionate use of SysTrack Cloud so that all customers of the service have the most optimal experience possible.
The Fair Use Policy
Usage of SysTrack Cloud is monitored on a continuous basis by Lakeside Software. However, only those customers that repeatedly exceed the service limits or violate the other parameters set forth in this Fair Use Policy (or their license grant) will be subject to its enforcement and/or the penalties contemplated hereunder. Lakeside Software will, whenever possible, reach out to a customer to discuss any Fair Use Policy violations before imposing any penalties on such customer.
SysTrack Cloud Group Limits per tenant
SysTrack Cloud Custom VU Limits:
SysTrack Intelligence Package
The SysTrack Intelligence Package relies upon Azure OpenAI’s resources, which are deployed regionally. Each region shares Azure OpenAI imposed usage and quota limits. Exceeding these Azure OpenAI limits may lead to throttling or timeouts which could impact the availability or responsiveness of the applicable feature or function.
Anomalies Detection
- Customer maintenance activity may result in “false positives”
Intelligent Support
- Intelligent Support may only be utilized for IT related activity (i.e., no generalized conversations unrelated to SysTrack content)
Natural Language Queries
- Natural language queries may only be used for IT related activity (i.e., no generalized queries unrelated to SysTrack content)
- Agent Queries:
- For agent queries, where the query is executed directly on the agent, certain guardrails are in place to ensure efficient resource utilization. Each agent query is limited to 200 rows of data per agent.
- Central Queries:
- Central queries are limited to retrieving a maximum of 2 million rows of data. In addition, the system may implement a timeout to prevent queries that are considered resource-intensive to ensure optimal performance for all users.
- Use may not exceed the query limit(s) in the applicable ordering document(s). In addition, Lakeside reserves the right to impose daily or monthly query limits at a future date with such limits to be made effective upon renewal of the applicable ordering document.
API usage
API limits per API Account (Tier I) –default
API limits per API Account (Tier II) – contact your account representative
API limits per API Account (Tier III) – contact your account representative
*Direct API calls are those that are made outside of the product UI and not from the collection agents themselves.
General Acceptable Use Parameters
Customers may use SysTrack Cloud as permitted by their applicable license grant and subject to the limitations set forth in their ordering document(s). Lakeside Software reserves all other rights. But in no instance may customers or their users use SysTrack Cloud (including but not limited to any SysTrack Intelligence Package products or features):
- in a way prohibited by law, regulation, governmental order, or decree;
- to violate the rights or compromise the privacy of others;
- to try to gain unauthorized access to or disrupt any service, device, data, account, system, or network;
- to collect, process, or solicit security information, payment card information, government identifiers, API keys, or passwords;
- to spam, scam, mislead, deceive, facilitate unauthorized monitoring, or distribute malware;
- in a way that could harm the SysTrack Cloud service or impair any other use of it;
- in a way that could lead to the death or serious bodily injury of any person, or to severe physical or environmental damage,
- to substitute for human oversight or professional advice,
- to knowingly or intentionally cause harm to Lakeside Software or any third party;
- or to assist or encourage anyone to do any of the above.
Extenuating Circumstances
Lakeside Software understands that customers may occasionally have atypical data volume outside of their normal usage patterns. Where customer can predict that atypical usage, Lakeside Software requests that customer provide a minimum of a 30-day notice for evaluation or Lakeside Software may charge Customer additional fees.
Non-Compliance Penalties
Should a Customer violate the terms of this Fair Use Policy, Lakeside Software reserves the right to:
Changes to the Fair Use Policy
This Fair Use Policy may be updated by Lakeside from time to time and the latest version of the document will be made available on this page.