SERVICE CONTRACT (SLA) - GENERAL

1. Purpose

(“Alexem Studio”) and its clients, regardless of the type of mandate. It completes specific service contracts (Web design; Hosting/email/domain/site management; Graphic design, video and illustration; Visual identity development or redesign; Copywriting, editing, translation and optimization; Organic content management and production).

In the event of any discrepancy, the provisions of the specific contract shall prevail for the area in question.

2. Scope and definitions

Range

• Covers common rules: communications, planning, quotations and estimates, pricing and payments, approvals and deliveries, use of third parties, performance and out-of-scope interventions, confidentiality and termination.
• Operational requirements specific to a service (e.g. technical deadlines, SEO, hosting, e-mail, domains, print proofs, community moderation, incident matrices) are dealt with exclusively in the specific contracts.

Definitions

• “Contract”: the agreement binding Alexem Studio and the customer; the present document constitutes its general basis. It is supplemented by specific contracts.
• “Project”: any intervention entrusted to Alexem Studio (brand/identity, website, graphics, video, printed material, signage, content, strategy, etc.).
• “Impact/impact”: any action or inaction that makes performance by the other party unrealistic (including delay or failure to respond within a reasonable time, unless previously agreed).
• “SLA”: service level agreement governing the way in which services are rendered and monitored.

3. Communications and planning

• Communications and deliverables are via e-mail, Google Drive (shared folders) and ClickUp.
• Informal channels (social networks, text messaging) are not monitored at the same level of service.
• Emails processed on Mondays, Wednesdays and Fridays; first response time approx. 48 working hours.
• Any urgency must be explicitly stated in the subject line (e.g. “URGENT – [subject]”).
• Calls returned once per working day, subject to availability.
• Minimum 48 h notice for standard requests.
• The technical deadlines for each service (web, print, social content, etc.) are specified in the specific contracts.
• Out-of-window requests may be accepted with a rush surcharge if capacity permits.

4. Quotations, estimates and confidentiality

• Lump-sum quotations: clearly define scope, revisions, deliverables and deadlines. Any additional requests or overruns caused by the customer must be confirmed in writing with an indication of the charges.
• Estimates: used when the actual cost cannot be accurately determined at the outset. Provide an indicative range; billing will reflect actual hours.
• Usual validity of bids/estimates: 30 days, unless otherwise stated.
• All quotations, estimates and shared documents are confidential and may not be disclosed without written consent.
• The special “Solidarity Offer” rate is offered at Alexem Studio’s discretion, upon receipt of the requested proofs before work begins.

5. Pricing and payment

• Current fees are published on the Alexem Studio website. An annual increase may take effect in January to reflect inflation.

Payment thresholds

• Services of $500 or less: 100% payable on delivery.
• Services over $500: 50% on acceptance and 50% on delivery (unless otherwise decided by Alexem Studio).
• Time banks: 100% payable on purchase (non-negotiable). If work begins before payment at customer’s request, invoicing at standard hourly rate.
• Hourly rates: payable on the 1st of each month within the required 30-day period. Any delay in payment automatically suspends the time plan and Alexem Studio’s obligations.

Terms and deadlines

• Invoices payable on receipt, with 30-day grace period.
• Interest of 20% per annum on invoices unpaid after 30 days (taxes included).
• Automated reminders can be issued.
• Automated interest invoices after the last reminder invoice.

Other terms and conditions

• Periodicity: invoicing at the end of the month; reconciliation of payments received no more than every two weeks.
• Payment methods: bank transfer, check or credit card if authorized by Alexem (via QuickBooks or Alexem website – WooCommerce).
• Billing granularity: minimum 15 minutes, then in 1-minute increments.

6. Approvals, validations and deliveries

• Digital proofs are sent for validation (affirmative response required by e-mail or telephone).
• The customer must proofread and validate the accuracy of the information. Errors not notified at the time of approval are the responsibility of the customer, even after publication, distribution or printing.
• Post-approval changes: may incur delays and costs. If production has already been launched, the customer will assume the full initial cost and the same cost to relaunch the new version.
• Default delivery by e-mail, shared Google Drive folder or WeTransfer. Any other method may incur charges or delays.

7. Use of third parties

• Alexem Studio can act as an agent and mandate third parties (e.g. printers, integrators, platforms).
• Third-party costs may be advanced and billed to the customer.
• Alexem Studio selects and instructs third parties with reasonable care, but exercises no control over their performance and disclaims all liability for their services.

8. Performance and third-party interventions

• Alexem Studio uses reasonable efforts to deliver in accordance with the agreed specification.
• If a specified item that we have agreed to work on and deliver does not work, Alexem Studio will investigate and correct it at no charge up to the original inclusion.
• If the problem is not covered by the scope, Alexem Studio will provide a report and a costed proposal; work will begin upon approval.
• Any third-party intervention or modification by the customer with administrator/super-administrator access may invalidate the correction guarantee and result in charges.
• Performance commitments (site, speed, security, SEO, hosting, availability, printing, views, notoriety, etc.) are governed by specific contracts, but are in reality obligations of means only. Alexem Studio accepts no responsibility for performance.
• Alexem Studio cannot be held responsible for defects, problems or risks not detectable at the time of the order, nor for those beyond its reasonable competence or knowledge.

9. Intellectual property

• Until full payment, all work, work files, configurations and content remain the property of Alexem Studio.
• Any use prior to full payment requires written authorization.
• Detailed rules for the transfer of rights and uses are set out in each specific contract.

10. Privacy

• Customer information is used solely for the provision of services, commercial relationship management, credit control and market research.
• Documents are stored in Google Workspace / Google Cloud with restricted access (2FA).
• Confidentiality agreements (NDA) can be added on request or depending on the nature of the mandate.

11. Termination and default

• In the event of insolvency, liquidation of the customer or late payment of more than 90 days, Alexem Studio may terminate the contract, invoice the full value of the work carried out and suspend all services.
• If the customer affects the progress of the project, Alexem Studio may give 14 days’ notice. Failing remedy, the contract is terminated and the work carried out is invoiced.
• If Alexem Studio tries to contact the customer more than three times in 30 days without success, the project may be suspended until a set date. If there is no return, the project will be terminated and up to 80% of the total project cost will be invoiced.
• Default of payment after 30 days will incur the applicable penalties.

12. Document hierarchy and acceptance

• This general contract applies in conjunction with the specific mandate contract. In the event of conflict, the specific provisions shall prevail.
• By accepting a quote or mandating Alexem Studio, the customer acknowledges having read this general service contract and the specific agreements, and accepts them in their entirety.