Service contract - Hosting, e-mail, domain and website management

1. Purpose

This Service Agreement defines the terms and conditions applicable to hosting, email, domain and website management services provided by Alexem Studio Inc. (hereinafter “Alexem Studio”). These services are distinct from conception or design services and are subject to a specific monthly or annual plan.

2. Scope of included services

Management services include:

• Management of website hosting via an external provider (e.g. OVH Cloud, SiteGround, Synotek Solutions or other hosting provider)
• Management of domains and renewals according to agreed terms
• Management of business e-mail accounts via external providers (e.g. Google Workspace, Microsoft, SiteGround)
• SSL certificate configuration and renewal
• Website availability watch (basic monitoring to detect major interruptions)
• Regular backups (weekly or daily, depending on the plan or supplier)
• Regular updates (weekly or daily, depending on the plan or supplier)
• Regular updates (at least 6 times a year) of WordPress, plugins and the active theme
• Renewal and management of premium licenses held by Alexem Studio (plugins or themes)
• Basic technical support (email connection, DNS configuration, WordPress troubleshooting)

Any services not specified in the tender or plan must be covered by a separate order.

3. Obligations of Alexem Studio

Alexem Studio is committed to:

• Manage included services according to industry standards
• Act in good faith, according to knowledge, skills and information available at the time of intervention
• Use reasonable efforts to ensure continuity of service

Commitment of means and good faith:

Services are rendered with an obligation of means and not of result. Alexem Studio cannot guarantee or be held responsible for defects, problems or risks beyond its reasonable knowledge, beyond its competence or beyond an explicit request from the customer to manage them.

4. Customer’s responsibilities

The customer must :

• Paying for your plan with Alexem Studio
• If he chooses to manage certain elements himself (domain, e-mail or hosting), assume full responsibility for them.
• Provide the necessary information (host access, DNS, domain authorization codes, etc.) within the required deadlines.
• Respect good security practices (secure passwords, two-factor authentication)
• Inform Alexem Studio promptly of any problems you encounter

Blocking or dependencies:

If an Alexem Studio intervention is delayed due to lack of access, information or payment from the customer, Alexem Studio cannot be held responsible for any associated interruptions, delays or losses.

5. External tools and licensed resources

• Alexem Studio may use external monitoring, backup, optimization or automation tools, including artificial intelligence-based tools, to perform its services.
• These tools are used professionally and in accordance with the terms and conditions of the respective suppliers.
• The customer acknowledges that their use does not confer worldwide exclusivity and that the rights of use are limited to the conditions provided by these platforms.

6. Intellectual property

• The configurations, scripts and automations created by Alexem Studio remain its property until full payment has been received.
• After payment, the customer receives an exclusive right to use the services set up for the duration of the plan.
• Alexem Studio retains the right to document projects anonymously or not in its portfolio or professional communications.

7. Errors and omissions

• Alexem Sutdio takes all reasonable precautions to deliver quality service
• In the event of human or technical error, its liability is limited to the correction of the error within a reasonable time.
• Alexem Studio cannot be held responsible for errors or defects not reported by the customer, nor for problems not detectable or known at the time of execution.
• Any indirect loss (loss of income, damage to reputation, loss of clientele) is excluded.

8. Limitation of liability

Alexem Studio cannot be held responsible for:

• Breakdowns, faults, attacks or interruptions caused by third parties (hosts, DNS, e-mail, plugins)
• Changes, updates or discontinuation of support by external suppliers
• Speed, technical performance or final availability of services, which depend in particular on hosting and external suppliers
• Organic search engine optimization (SEO) or search engine positioning, which are not part of this type of plan.
• Data loss beyond the last available and restorable backup
• The commercial, financial or reputational impact of interruptions, failures or data loss

In all circumstances, Alexem Studio’s maximum liability, should it be incurred, is strictly limited to the amount paid by the customer for his management plan in the six (6) months preceding the incident.

9. Force majeure

Alexem Studio cannot be held responsible for any delay or failure in performance resulting from events beyond its control, including widespread breakdowns, computer attacks, natural disasters or failures of third-party suppliers.

10. Duration and termination

• This service contract is valid as long as the customer maintains an active plan with Alexem Studio.
• In the event of termination, services cease immediately and Alexem Studio’s liability ends.
• All sums due remain payable until the end of the invoiced period.
• Technical transfers (site, domain, e-mail) are subject to full payment and may incur additional charges in the event of migration to another provider.

11. Acceptance

By subscribing to a hosting, email, domain or website management plan with Alexem Studio, the customer acknowledges:

• have read the present “Hosting, e-mail, domain and website management” service contract and accept it in its entirety
  
  
• have read and accepted the “Service Level Agreement (SLA) – General”.
  
  
• have read and, where applicable, accepted the other specific service contracts applicable to its mandate (e.g. Web design; Branding; Copywriting/SEO; Organic content management and production), which take precedence over their respective domains