Repetitive Support Communication Policy

Customer support is intended to identify, investigate, and resolve customer issues. Customers are welcome to ask questions, provide relevant information, and respond to proposed resolutions.

When a matter has been addressed, however, repeated correspondence that restates previously answered questions, arguments, or requests may not receive additional substantive responses.

Exclaim may consolidate or limit further communication when correspondence becomes repetitive, excessive, or no longer contributes new information necessary to resolve the issue. In these circumstances, Exclaim may:

• Request that the customer identify only new or unresolved issues.
• Assign a single point of contact for further communication.
• Decline to respond further to matters that have already been addressed.
• Provide a final determination and close the support request.
• Reopen or reconsider the matter if materially new information is subsequently provided.

The length, frequency, or tone of a customer's correspondence alone does not determine whether communication will be limited. The primary consideration is whether continued correspondence provides new information or identifies an unresolved issue requiring further action.

This policy does not prevent customers from reporting new problems or providing new information relevant to an existing matter.