At Alcove, we are committed to providing timely, respectful, and efficient communication to all tenants. To ensure our phone support remains accessible and productive for everyone, we have implemented the following Phone Communication Policy.
Purpose
This policy establishes clear guidelines for appropriate use of Alcove’s phone lines and outlines the consequences of repeated misuse, including excessive call durations, inappropriate language, or unproductive interactions.
Acceptable Use
Phone support is intended for:
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Time-sensitive inquiries that cannot be effectively resolved via email or support ticket
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Clarifying complex issues that require verbal explanation
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Emergency maintenance concerns (where applicable)
Inappropriate Use
Examples of misuse include, but are not limited to:
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Repeatedly calling for non-urgent matters already being addressed via other channels
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Using abusive, threatening, or inappropriate language with Alcove staff
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Extended calls that exceed a reasonable time limit without a clear resolution path
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Harassing or argumentative behavior
Enforcement and Limitations
If a tenant repeatedly misuses phone support, Alcove reserves the right to restrict phone privileges in the following manner:
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Inbound calls from the tenant will no longer be accepted.
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All communications must be submitted via email or support ticket.
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Tenants can only schedule one, 15 minute phone call per week
These limitations are not intended to prevent tenants from accessing necessary support. Email and support ticket submissions will continue to be monitored and responded to in a timely manner.
Acknowledgment
By using Alcove’s communication channels, tenants agree to uphold respectful, constructive interactions with Alcove staff.
For any questions about this policy, please contact support@alcoverooms.com.