{"id":37538,"date":"2025-09-24T18:44:58","date_gmt":"2025-09-24T22:44:58","guid":{"rendered":"https:\/\/alexemstudio.com\/?page_id=37538"},"modified":"2026-05-05T17:10:11","modified_gmt":"2026-05-05T21:10:11","slug":"sla-banks-plans-volume","status":"publish","type":"page","link":"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-banks-plans-volume\/","title":{"rendered":"Banks, plans and volume-based agreements"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"37538\" class=\"elementor elementor-37538 elementor-37537\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f71c264 e-flex e-con-boxed e-con e-parent\" data-id=\"f71c264\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a57740b elementor-widget elementor-widget-text-editor\" data-id=\"a57740b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5>1. Purpose<\/h5><p>This contract defines the conditions applicable to the banks, plans and guaranteed annual volume of hours offered by Alexem Studio Inc.  <span style=\"font-weight: 400;\">&#8220;Alexem Studio&#8221;). These packages give customers access to graphic design, web design, branding, copywriting, illustration and content production services on a flexible, priority basis.  By purchasing a bank, a plan or a guaranteed volume of hours, the customer agrees to comply fully with this contract.  <\/span><\/p><h5>2. Scope of included services<\/h5><p>Banks, plans and hours give access to:<\/p><ul><li>Diversified services (graphic design, web, branding, copywriting, illustration, organic content).<\/li><li>The flexibility to use hours for different types of mandates.<\/li><li>Priority availability of the Alexem Studio team.<\/li><li>Preferential rates compared to the standard hourly rate.<\/li><\/ul><h6>Exclusions:<\/h6><ul><li>No lump-sum estimates or detailed quotations apply to banks, plans or volumes of hours.<\/li><li>Services not covered by Alexem Studio or covered by a specific contract must be covered by a separate mandate.<\/li><\/ul><h6><span style=\"font-size: 16px;\">3. Obligations of Alexem Studio<\/span><\/h6><p>Alexem Studio is committed to:<\/p><ul><li>Provide the services requested within the limits of the hours available.<\/li><li>Record the use of hours in a tracking system shared with the customer.<\/li><li>Inform the customer when the bank, plan or volume of hours has expired or been used up.<\/li><\/ul><h5>4. Customer&#8217;s responsibilities<\/h5><p>The customer must:<\/p><ul><li>Pay according to the chosen formula:<ul><li><strong>Time bank:<\/strong> payment in full before work begins.<\/li><li><strong>Hourly plan:<\/strong> automatic monthly payments by credit card.<\/li><li><strong>Guaranteed annual volume:<\/strong> payment on schedule.<\/li><\/ul><\/li><\/ul><h5>5. Conditions, duration and termination<\/h5><ul><li><strong>Banked hours <\/strong>are valid for one (1) year from the date of payment. Unused hours expire after this period. <\/li><li><strong>Hour plans<\/strong> are in effect for a period of one (1) year from the first active month decided upon (e.g. January<sup>1<\/sup> to December 31). Hours included must be used during the plan year. Hours not used by the end of the plan year can only be carried forward if the plan is renewed for a new period.  <\/li><li><strong>Guaranteed annual volumes<\/strong> are calculated on a twelve (12) month basis.  <\/li><\/ul><p><strong>Special financial conditions<\/strong><\/p><ul><li>Specific discounts on the hourly rate are defined for each bank, plan or volume agreement.<\/li><li>If additional hours are consumed beyond the initial volume, Alexem Studio may, at its discretion, apply the same preferential rate for as long as the agreement remains in force.  <\/li><li>Time banks are non-refundable. Plans and agreements are subject to a termination clause.  <\/li><\/ul><p><strong>Cancellation<\/strong><\/p><ul><li>Alexem Studio may suspend or terminate a bank, plan or agreement in the event of non-payment, contractual default or breach of customer obligations. <\/li><li>In the event of early termination of a plan or agreement by the customer, the hours used and costs incurred remain due. The discount applied to hours already used is cancelled: a retroactive adjustment is then invoiced to bring these hours back to the standard hourly rate. <\/li><\/ul><h5>6. Acceptance<\/h5><p>By purchasing a bank, plan or volume of hours from Alexem Studio, the customer acknowledges:<\/p><ul><li>Have read the present contract and accept it in its entirety.<\/li><li>Have read and accepted the <span style=\"font-weight: 400;\">&#8220;Service Level Agreement (SLA) &#8211; General&#8221;, which forms an integral part of the present contract. <\/span> <\/li><li>Have taken cognizance of and, where applicable, accept other specific contracts applicable to its mandates that may be carried out within the framework of a plan, bank or volume agreement (e.g. web design, branding, graphic content, copywriting, etc.), which prevail in their respective fields.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ecc8b9e elementor-widget elementor-widget-heading\" data-id=\"ecc8b9e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SPECIFIC SERVICE CONTRACTS (SLA)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5100d2c elementor-list-item-link-inline elementor-align-start elementor-icon-list--layout-traditional elementor-widget elementor-widget-global elementor-global-37829 elementor-global-37524 elementor-widget-icon-list\" data-id=\"5100d2c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/alexemstudio.com\/contrat-de-services\/sla-banques-plans-volume\/\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-external-link-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M432,320H400a16,16,0,0,0-16,16V448H64V128H208a16,16,0,0,0,16-16V80a16,16,0,0,0-16-16H48A48,48,0,0,0,0,112V464a48,48,0,0,0,48,48H400a48,48,0,0,0,48-48V336A16,16,0,0,0,432,320ZM488,0h-128c-21.37,0-32.05,25.91-17,41l35.73,35.73L135,320.37a24,24,0,0,0,0,34L157.67,377a24,24,0,0,0,34,0L435.28,133.32,471,169c15,15,41,4.5,41-17V24A24,24,0,0,0,488,0Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Banks, plans and volume-based agreements<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/alexemstudio.com\/contrat-de-services\/sla-conception-web\/\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-external-link-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M432,320H400a16,16,0,0,0-16,16V448H64V128H208a16,16,0,0,0,16-16V80a16,16,0,0,0-16-16H48A48,48,0,0,0,0,112V464a48,48,0,0,0,48,48H400a48,48,0,0,0,48-48V336A16,16,0,0,0,432,320ZM488,0h-128c-21.37,0-32.05,25.91-17,41l35.73,35.73L135,320.37a24,24,0,0,0,0,34L157.67,377a24,24,0,0,0,34,0L435.28,133.32,471,169c15,15,41,4.5,41-17V24A24,24,0,0,0,488,0Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Web design<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/alexemstudio.com\/contrat-de-services\/sla-gestion-web-hebergement-courriels-domaines\/\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-external-link-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M432,320H400a16,16,0,0,0-16,16V448H64V128H208a16,16,0,0,0,16-16V80a16,16,0,0,0-16-16H48A48,48,0,0,0,0,112V464a48,48,0,0,0,48,48H400a48,48,0,0,0,48-48V336A16,16,0,0,0,432,320ZM488,0h-128c-21.37,0-32.05,25.91-17,41l35.73,35.73L135,320.37a24,24,0,0,0,0,34L157.67,377a24,24,0,0,0,34,0L435.28,133.32,471,169c15,15,41,4.5,41-17V24A24,24,0,0,0,488,0Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">HOSTING, E-MAIL, DOMAIN AND WEBSITE MANAGEMENT<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/alexemstudio.com\/contrat-de-services\/sla-conception-graphique-video-illustration\/\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-external-link-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M432,320H400a16,16,0,0,0-16,16V448H64V128H208a16,16,0,0,0,16-16V80a16,16,0,0,0-16-16H48A48,48,0,0,0,0,112V464a48,48,0,0,0,48,48H400a48,48,0,0,0,48-48V336A16,16,0,0,0,432,320ZM488,0h-128c-21.37,0-32.05,25.91-17,41l35.73,35.73L135,320.37a24,24,0,0,0,0,34L157.67,377a24,24,0,0,0,34,0L435.28,133.32,471,169c15,15,41,4.5,41-17V24A24,24,0,0,0,488,0Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">GRAPHIC DESIGN, VIDEO AND ILLUSTRATION<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/alexemstudio.com\/contrat-de-services\/sla-branding\/\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-external-link-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M432,320H400a16,16,0,0,0-16,16V448H64V128H208a16,16,0,0,0,16-16V80a16,16,0,0,0-16-16H48A48,48,0,0,0,0,112V464a48,48,0,0,0,48,48H400a48,48,0,0,0,48-48V336A16,16,0,0,0,432,320ZM488,0h-128c-21.37,0-32.05,25.91-17,41l35.73,35.73L135,320.37a24,24,0,0,0,0,34L157.67,377a24,24,0,0,0,34,0L435.28,133.32,471,169c15,15,41,4.5,41-17V24A24,24,0,0,0,488,0Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">DEVELOPMENT OR REDESIGN OF VISUAL IDENTITY (BRANDING)<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/alexemstudio.com\/contrat-de-services\/sla-redaction-revision-traduction-optimisation\/\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-external-link-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M432,320H400a16,16,0,0,0-16,16V448H64V128H208a16,16,0,0,0,16-16V80a16,16,0,0,0-16-16H48A48,48,0,0,0,0,112V464a48,48,0,0,0,48,48H400a48,48,0,0,0,48-48V336A16,16,0,0,0,432,320ZM488,0h-128c-21.37,0-32.05,25.91-17,41l35.73,35.73L135,320.37a24,24,0,0,0,0,34L157.67,377a24,24,0,0,0,34,0L435.28,133.32,471,169c15,15,41,4.5,41-17V24A24,24,0,0,0,488,0Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">WRITING, EDITING, TRANSLATION AND CONTENT OPTIMIZATION<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/alexemstudio.com\/contrat-de-services\/sla-gestion-production-contenu-organique\/\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-external-link-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M432,320H400a16,16,0,0,0-16,16V448H64V128H208a16,16,0,0,0,16-16V80a16,16,0,0,0-16-16H48A48,48,0,0,0,0,112V464a48,48,0,0,0,48,48H400a48,48,0,0,0,48-48V336A16,16,0,0,0,432,320ZM488,0h-128c-21.37,0-32.05,25.91-17,41l35.73,35.73L135,320.37a24,24,0,0,0,0,34L157.67,377a24,24,0,0,0,34,0L435.28,133.32,471,169c15,15,41,4.5,41-17V24A24,24,0,0,0,488,0Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">MANAGEMENT AND PRODUCTION OF ORGANIC CONTENT (SOCIAL MEDIA, NEWSLETTERS, WEBSITE)<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>1. Purpose This contract defines the conditions applicable to the banks, plans and guaranteed annual volume of hours offered by Alexem Studio Inc. &#8220;Alexem Studio&#8221;). These packages give customers access to graphic design, web design, branding, copywriting, illustration and content production services on a flexible, priority basis. By purchasing a bank, a plan or a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":29180,"parent":22887,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-37538","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service Level Agreement (SLA) Design &amp; websites | Alexem Studio<\/title>\n<meta name=\"description\" content=\"Service level agreement between Alexem Studio and its clients. 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