{"id":37821,"date":"2025-09-24T18:44:59","date_gmt":"2025-09-24T22:44:59","guid":{"rendered":"https:\/\/alexemstudio.com\/hosting-e-mail-domain-and-website-management\/"},"modified":"2026-10-04T17:40:31","modified_gmt":"2026-10-04T21:40:31","slug":"sla-hosting-e-mail-domain-and-website-management","status":"publish","type":"page","link":"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-hosting-e-mail-domain-and-website-management\/","title":{"rendered":"Hosting, e-mail, domain and website management"},"content":{"rendered":"<style>\n.ax-contrat{--ink:#111;--muted:#5b5b5b;--line:#e6e2dc;--cream:#f8f8f8;--accent:#ffa1fd;--accent-pale:#ffe8ff;max-width:1180px;margin:0 auto;padding:64px 24px 96px;color:var(--ink);font-size:17px;line-height:1.7}\n.ax-contrat *{box-sizing:border-box}\n.ax-head{border-bottom:1px solid var(--line);padding-bottom:32px;margin-bottom:48px}\n.ax-head .ax-kicker{text-transform:uppercase;letter-spacing:.12em;font-size:13px;color:var(--ink);font-weight:600;margin:0 0 8px}\n.ax-head h1{margin:0 0 16px}\n.ax-head p{max-width:720px;color:var(--muted);margin:0}\n.ax-grid{display:grid;grid-template-columns:260px minmax(0,1fr);gap:64px;align-items:start}\n.ax-toc{position:sticky;top:190px;padding-left:14px;margin-left:-14px;font-size:14px;line-height:1.4;max-height:calc(100vh - 210px);overflow:auto;padding-right:8px}\n.ax-toc h3{font-size:12px;text-transform:uppercase;letter-spacing:.12em;color:var(--ink);font-weight:600;margin:0 0 12px}\n.ax-toc ul{list-style:none;margin:0 0 28px;padding:0}\n.ax-toc li{margin:0}.ax-toc h3 a.ax-h{display:inline;padding:0;border:0;background:none;color:inherit}.ax-toc h3 a.ax-h:hover{text-decoration:underline}\n.ax-toc a{display:block;position:relative;padding:5px 0;color:var(--ink);text-decoration:none}.ax-toc a[href^=\"#\"]{display:grid;grid-template-columns:30px minmax(0,1fr);align-items:baseline}\n.ax-toc a:hover .t,.ax-toc a.ax-x:hover{text-decoration:underline;text-underline-offset:3px}.ax-toc a.is-active::before{content:\"\";position:absolute;left:-14px;top:6px;bottom:6px;width:2px;background:var(--accent)}.ax-toc a.ax-x::after{content:\" \u2192\"}\n.ax-toc a .n{font-weight:600;color:var(--ink)}\n.ax-toc em,.ax-art h5 em{font-style:normal;font-size:11px;text-transform:uppercase;letter-spacing:.08em;background:var(--accent);color:#000;padding:2px 6px;border-radius:3px;vertical-align:middle;margin-left:4px}\n.ax-main{max-width:740px}\n.ax-art{padding:8px 0 36px;margin-bottom:36px;border-bottom:1px solid var(--line);scroll-margin-top:170px}\n.ax-art h5{margin:0 0 16px}\n.ax-art h6{margin:24px 0 8px}\n.ax-art p{margin:0 0 14px}\n.ax-art ul{margin:0 0 14px;padding-left:22px}\n.ax-art li{margin-bottom:10px}\n.ax-art mark{background:var(--accent-pale);color:inherit;padding:0 2px}\n.ax-new{background:var(--cream);padding:28px 28px 20px;border:1px solid var(--line);border-radius:6px}\n.ax-bref{display:flex;flex-wrap:wrap;gap:8px;align-items:center;margin:0 0 20px}\n.ax-bref strong{font-size:12px;text-transform:uppercase;letter-spacing:.1em;margin-right:4px}\n.ax-bref span{background:#fff;border:1px solid var(--line);border-radius:999px;padding:4px 12px;font-size:14px}\n.ax-spec{display:grid;grid-template-columns:repeat(auto-fill,minmax(220px,1fr));gap:12px;list-style:none;padding:0!important;margin:16px 0 0}\n.ax-spec li{margin:0}\n.ax-spec a{display:block;height:100%;padding:16px 18px;border:1px solid var(--line);border-radius:6px;text-decoration:none;color:var(--ink);font-size:15px;line-height:1.4;background:#fff}\n.ax-spec a:hover{border-color:var(--ink)}\n.ax-spec a::after{content:\" \u2192\"}\n@media (max-width:900px){.ax-grid{grid-template-columns:1fr;gap:24px}.ax-toc{position:static;max-height:none;border:1px solid var(--line);border-radius:6px;padding:16px}.ax-contrat{padding-top:40px;font-size:16px}.ax-new{padding:20px 16px 12px}}\n<\/style><div class=\"ax-contrat\">\n<header class=\"ax-head\"><p class=\"ax-kicker\">Contrat de services sp\u00e9cifique \u00b7 Version d\u2019octobre 2026<\/p><h1>Gestion d\u2019h\u00e9bergement, de courriels, de domaines et de sites web<\/h1><p>Ce contrat s\u2019applique conjointement avec le <a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/\">contrat de services g\u00e9n\u00e9ral<\/a>. En cas de divergence, il pr\u00e9vaut pour le domaine vis\u00e9.<\/p><\/header>\n<div class=\"ax-grid\">\n<nav class=\"ax-toc\" aria-label=\"Sommaire\"><h3>Ce contrat<\/h3><ul><li><a href=\"#art-1\"><span class=\"n\">1<\/span><span class=\"t\">Objet<\/span><\/a><\/li><li><a href=\"#art-2\"><span class=\"n\">2<\/span><span class=\"t\">Port\u00e9e des services inclus<\/span><\/a><\/li><li><a href=\"#art-3\"><span class=\"n\">3<\/span><span class=\"t\">Obligations d\u2019Alexem Studio<\/span><\/a><\/li><li><a href=\"#art-4\"><span class=\"n\">4<\/span><span class=\"t\">Responsabilit\u00e9s du client<\/span><\/a><\/li><li><a href=\"#art-5\"><span class=\"n\">5<\/span><span class=\"t\">Outils externes et ressources sous licence<\/span><\/a><\/li><li><a href=\"#art-6\"><span class=\"n\">6<\/span><span class=\"t\">Propri\u00e9t\u00e9 intellectuelle<\/span><\/a><\/li><li><a href=\"#art-7\"><span class=\"n\">7<\/span><span class=\"t\">Erreurs et omissions<\/span><\/a><\/li><li><a href=\"#art-8\"><span class=\"n\">8<\/span><span class=\"t\">Limitation de responsabilit\u00e9<\/span><\/a><\/li><li><a href=\"#art-9\"><span class=\"n\">9<\/span><span class=\"t\">Force majeure<\/span><\/a><\/li><li><a href=\"#art-10\"><span class=\"n\">10<\/span><span class=\"t\">Dur\u00e9e et r\u00e9siliation<\/span><\/a><\/li><li><a href=\"#art-11\"><span class=\"n\">11<\/span><span class=\"t\">Acceptation<\/span><\/a><\/li><\/ul><h3>Contrat g\u00e9n\u00e9ral<\/h3><ul><li><a class=\"ax-x\" href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/\">Contrat de services g\u00e9n\u00e9ral<\/a><\/li><\/ul><h3>Autres contrats sp\u00e9cifiques<\/h3><ul><li><a class=\"ax-x\" href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-banks-plans-volume\/\">Banques, plans et ententes bas\u00e9es sur le volume d\u2019heures<\/a><\/li><li><a class=\"ax-x\" href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-web-design\/\">Conception web<\/a><\/li><li><a class=\"ax-x\" href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-graphic-design-video-and-illustration\/\">Conception graphique, vid\u00e9o et illustration<\/a><\/li><li><a class=\"ax-x\" href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-development-or-redesign-of-visual-identity-branding\/\">D\u00e9veloppement ou refonte d\u2019identit\u00e9 visuelle (branding)<\/a><\/li><li><a class=\"ax-x\" href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-writing-editing-translation-and-content-optimization\/\">R\u00e9daction, r\u00e9vision, traduction et optimisation de contenu<\/a><\/li><li><a class=\"ax-x\" href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-content-organic-social-media-newsletters\/\">Gestion et production de contenu organique (m\u00e9dias sociaux, infolettres, site web)<\/a><\/li><\/ul><\/nav>\n<main class=\"ax-main\"><section id=\"art-1\" class=\"ax-art\"><h5>1. Objet<\/h5><p>Le pr\u00e9sent contrat de services d\u00e9finit les conditions applicables aux services de gestion d\u2019h\u00e9bergement, de courriels, de domaines et de sites web fournis par Alexem Studio Inc. <span>(ci-apr\u00e8s \u00ab Alexem Studio \u00bb). Ces services sont distincts des services de conception ou de design et font l\u2019objet d\u2019un plan mensuel ou annuel sp\u00e9cifique.<\/span><\/p><\/section><section id=\"art-2\" class=\"ax-art\"><h5>2. Port\u00e9e des services inclus<\/h5><p>Les services de gestion comprennent:<\/p><ul><li>La gestion de l\u2019h\u00e9bergement du site web via un fournisseur externe (ex. OVH Cloud, SiteGround, Synotek Solutions ou autre h\u00e9bergeur)<\/li><li>La gestion des domaines et renouvellements selon les termes convenus<\/li><li>La gestion des comptes courriels professionnels via des fournisseurs externes (ex. Google Workspace, Microsoft, SiteGround)<\/li><li>La configuration et le renouvellement des certificats SSL<\/li><li>La vigie de disponibilit\u00e9 du site web (monitoring de base pour d\u00e9tecter les interruptions majeures)<\/li><li>Les sauvegardes r\u00e9guli\u00e8res (hebdomadaires ou quotidiennes selon le plan ou le fournisseur)<\/li><li>Les mises \u00e0 jour r\u00e9guli\u00e8res (hebdomadaires ou quotidiennes selon le plan ou le fournisseur)<\/li><li>Les mises \u00e0 jour r\u00e9guli\u00e8res (minimum 6 fois par ann\u00e9e) de WordPress, des plugins et du th\u00e8me actif<\/li><li>Le renouvellement et la gestion des licences premium d\u00e9tenues par Alexem Studio (plugins ou th\u00e8mes)<\/li><li>L\u2019assistance technique de base (connexion courriels, configuration DNS, d\u00e9pannage WordPress)<\/li><\/ul><p>Toute prestation non sp\u00e9cifi\u00e9e dans la soumission ou le plan doit faire l\u2019objet d\u2019un mandat distinct.<\/p><\/section><section id=\"art-3\" class=\"ax-art\"><h5>3. Obligations d\u2019Alexem Studio<\/h5><p>Alexem Studio s\u2019engage \u00e0:<\/p><ul><li>G\u00e9rer les services inclus selon les standards de l\u2019industrie<\/li><li>Agir de bonne foi, selon ses connaissances, ses comp\u00e9tences et les informations disponibles au moment de l\u2019intervention<\/li><li>Fournir les efforts raisonnables pour assurer la continuit\u00e9 des services <\/li><\/ul><p><strong>Engagement de moyens et bonne foi:<\/strong><\/p><p>Les services sont rendus avec une obligation de moyens et non de r\u00e9sultat. Alexem Studio ne peut garantir ni \u00eatre tenu responsable de d\u00e9fauts, probl\u00e8mes ou risques hors de son champ de connaissance raisonnable, hors de sa comp\u00e9tence ou hors d\u2019une demande explicite du client de les g\u00e9rer.<\/p><\/section><section id=\"art-4\" class=\"ax-art\"><h5>4. Responsabilit\u00e9s du client<\/h5><p>Le client doit :<\/p><ul><li>S\u2019acquitter des frais de son plan avec Alexem Studio<\/li><li>S\u2019il choisit de g\u00e9rer lui-m\u00eame certains \u00e9l\u00e9ments (domaine, courriels ou h\u00e9bergement), en assumer l\u2019enti\u00e8re responsabilit\u00e9<\/li><li>Fournir les informations n\u00e9cessaires (acc\u00e8s h\u00e9bergeur, DNS, codes d\u2019autorisation de domaine, etc.) dans les d\u00e9lais requis<\/li><li>Respecter les bonnes pratiques de s\u00e9curit\u00e9 (mots de passe s\u00e9curis\u00e9s, authentification \u00e0 deux facteurs)<\/li><li>Informer rapidement Alexem Studio de tout probl\u00e8me constat\u00e9<\/li><\/ul><p><strong>Blocage ou d\u00e9pendances:<\/strong><\/p><p>Si une intervention d\u2019Alexem Studio est retard\u00e9e faute d\u2019acc\u00e8s. d\u2019informations ou de paiement du client, Alexem Studio ne pourra \u00eatre tenu responsable des interruptions, d\u00e9lais ou pertes associ\u00e9es. <\/p><\/section><section id=\"art-5\" class=\"ax-art\"><h5>5. Outils externes et ressources sous licence<\/h5><ul><li>Alexem Studio peut recourir \u00e0 des outils externes de monitoring, de sauvegarde, d\u2019optimisation ou d\u2019automatisation, incluant des outils bas\u00e9s sur l\u2019intelligence artificielle, pour ex\u00e9cuter ses services<\/li><li>Ces outils sont utilis\u00e9s de mani\u00e8re professionnelle et conforme aux conditions des fournisseurs respectifs<\/li><li>Le client reconna\u00eet que leur utilisation ne conf\u00e8re pas d\u2019exclusivit\u00e9 mondiale et que les droits d\u2019utilisation son limit\u00e9s aux conditions pr\u00e9vues par ces plateformes<\/li><\/ul><\/section><section id=\"art-6\" class=\"ax-art\"><h5>6. Propri\u00e9t\u00e9 intellectuelle<\/h5><ul><li>Les configurations, scripts et automatisations r\u00e9alis\u00e9s par Alexem Studio demeurent sa propri\u00e9t\u00e9 jusqu\u2019au paiement complet<\/li><li>Apr\u00e8s paiement, le client re\u00e7oit un droit d\u2019utilisation exclusif des services mis en place pour la dur\u00e9e de son plan<\/li><li>Alexem Studio conserve le droit de documenter anonymement ou non les projets dans son portfolio ou ses communications professionnelles.<\/li><\/ul><\/section><section id=\"art-7\" class=\"ax-art\"><h5>7. Erreurs et omissions<\/h5><ul><li>Alexem Sutdio prend toutes les pr\u00e9cautions raisonnables pour livrer un service de qualit\u00e9<\/li><li>En cas d\u2019erreur humaine ou technique, sa responsabilit\u00e9 se limite \u00e0 la correction de l\u2019erreur dans un d\u00e9lai raisonnable<\/li><li>Alexem Studio ne peut \u00eatre tenu responsable d\u2019erreurs ou de d\u00e9fauts non signal\u00e9s par le client, ni de probl\u00e8mes non d\u00e9celables ou connus au moment de l\u2019ex\u00e9cution<\/li><li>Toute perte indirecte (perte de revenus, atteinte \u00e0 la r\u00e9putation, perte de client\u00e8le) est exclue<\/li><\/ul><\/section><section id=\"art-8\" class=\"ax-art\"><h5>8. Limitation de responsabilit\u00e9<\/h5><p>Alexem Studio ne peut \u00eatre tenu responsable de:<\/p><ul><li>Pannes, failles, attaques ou interruptions caus\u00e9es par des tiers (h\u00e9bergeurs, DNS, courriels, plugins)<\/li><li>Changements, mises \u00e0 jour ou fins de support d\u00e9cid\u00e9s par des fournisseurs externes<\/li><li>La vitesse, la performance technique ou la disponibilit\u00e9 finale des services, qui d\u00e9pendent notamment de l\u2019h\u00e9bergement et des fournisseurs externes<\/li><li>Le r\u00e9f\u00e9rencement organique (SEO) ou la position dans les moteurs de recherche, qui ne font pas partie de ce type de plan<\/li><li>La perte de donn\u00e9es au-del\u00e0 de la derni\u00e8re sauvegarde disponible et restaurable<\/li><li>L\u2019impact commercial, financier ou r\u00e9putationnel des interruptions, pannes ou pertes de donn\u00e9es<\/li><\/ul><p>En toute circonstance, la responsabilit\u00e9 maximale d\u2019Alexem Studio, si elle devait \u00eatre engag\u00e9e, est strictement limit\u00e9e au montant pay\u00e9 par le client pour son plan de gestion dans les six (6) mois pr\u00e9c\u00e9dant l\u2019incident.<\/p><\/section><section id=\"art-9\" class=\"ax-art\"><h5>9. Force majeure<\/h5><p><span>Alexem Studio ne peut \u00eatre tenu responsable d\u2019un retard ou d\u00e9faut d\u2019ex\u00e9cution r\u00e9sultant d\u2019\u00e9v\u00e9nements hors de son contr\u00f4le, incluant pannes g\u00e9n\u00e9ralis\u00e9es, attaques informatiques, catastrophes naturelles ou d\u00e9faillances de fournisseurs tiers.<\/span><\/p><\/section><section id=\"art-10\" class=\"ax-art\"><h5>10. Dur\u00e9e et r\u00e9siliation<\/h5><ul><li>Le pr\u00e9sent contrat de services est valide tant que le client maintient un plan actif avec Alexem Studio<\/li><li>En cas de r\u00e9siliation, les services cessent imm\u00e9diatement et la responsabilit\u00e9 d\u2019Alexem Studio prend fin<\/li><li>Toute somme due demeure exigible jusqu\u2019\u00e0 la fin de la p\u00e9riode factur\u00e9e<\/li><li>Les transferts techniques (site, domaine, courriels) sont conditionnels au paiement int\u00e9gral et peuvent entra\u00eener des frais additionnels en cas de migration vers un autre fournisseur<\/li><\/ul><p>En cas de d\u00e9faut de paiement de toute facture du client, quelle que soit la nature des services factur\u00e9s, Alexem Studio pourra, apr\u00e8s l\u2019avis \u00e9crit de dix (10) jours pr\u00e9vu au contrat g\u00e9n\u00e9ral, suspendre temporairement les services d\u2019h\u00e9bergement, de courriels et de domaines jusqu\u2019au paiement complet du solde du compte, sans responsabilit\u00e9 pour les pertes en d\u00e9coulant et sans pr\u00e9judice \u00e0 son droit de r\u00e9siliation.<\/p><\/section><section id=\"art-11\" class=\"ax-art\"><h5>11. Acceptation<\/h5><p><span>En souscrivant \u00e0 un plan de gestion d\u2019h\u00e9bergement, de courriels, de domaines ou de sites web aupr\u00e8s d\u2019Alexem Studio, ou en autorisant de toute autre mani\u00e8re le d\u00e9but des services (notamment par une confirmation verbale ou \u00e9crite, y compris par courriel), le client reconna\u00eet :<\/span><\/p><ul><li><span>avoir pris connaissance du pr\u00e9sent contrat de services \u00ab Gestion d\u2019h\u00e9bergement, de courriels, de domaines et de sites web \u00bb et l\u2019accepter dans son int\u00e9gralit\u00e9<\/span><p> <\/p><\/li><li><span>avoir pris connaissance et accepter le \u00ab Contrat de services (SLA) \u2013 G\u00e9n\u00e9ral \u00bb<\/span><p> <\/p><\/li><li><span>avoir pris connaissance et, le cas \u00e9ch\u00e9ant, accepter les autres contrats de services sp\u00e9cifiques applicables \u00e0 son mandat (p. ex. Conception web; Branding; R\u00e9daction\/SEO; Gestion et production de contenu organique), lesquels pr\u00e9valent sur leurs domaines respectifs<\/span><\/li><\/ul><\/section>\n<section id=\"autres\" class=\"ax-art\" style=\"border-bottom:0\"><h5>Contrat g\u00e9n\u00e9ral et autres contrats sp\u00e9cifiques<\/h5><ul class=\"ax-spec\"><li><a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/\">Contrat de services g\u00e9n\u00e9ral<\/a><\/li><li><a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-banks-plans-volume\/\">Banques, plans et ententes bas\u00e9es sur le volume d\u2019heures<\/a><\/li><li><a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-web-design\/\">Conception web<\/a><\/li><li><a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-graphic-design-video-and-illustration\/\">Conception graphique, vid\u00e9o et illustration<\/a><\/li><li><a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-development-or-redesign-of-visual-identity-branding\/\">D\u00e9veloppement ou refonte d\u2019identit\u00e9 visuelle (branding)<\/a><\/li><li><a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-writing-editing-translation-and-content-optimization\/\">R\u00e9daction, r\u00e9vision, traduction et optimisation de contenu<\/a><\/li><li><a href=\"https:\/\/alexemstudio.com\/en\/service-level-agreement\/sla-content-organic-social-media-newsletters\/\">Gestion et production de contenu organique (m\u00e9dias sociaux, infolettres, site web)<\/a><\/li><\/ul><\/section>\n<\/main><\/div><\/div>\n<script nowprocket=\"\" data-cfasync=\"false\">(function(){var a=[].slice.call(document.querySelectorAll('.ax-toc a[href^=\"#\"]'));var s=a.map(function(x){return document.getElementById(x.getAttribute('href').slice(1))});a.forEach(function(x,k){x.addEventListener('click',function(ev){ev.preventDefault();ev.stopImmediatePropagation();var y=s[k].getBoundingClientRect().top+window.scrollY-170;var h=document.documentElement,o=h.style.scrollBehavior;h.style.scrollBehavior='auto';window.scrollTo(0,y);h.style.scrollBehavior=o;u();history.replaceState(null,'','#'+s[k].id);},true)});function u(){var y=window.scrollY+200,i=0;s.forEach(function(e,k){if(e&&e.getBoundingClientRect().top+window.scrollY<=y)i=k});a.forEach(function(x,k){x.classList.toggle('is-active',k===i)})}window.addEventListener('scroll',u,{passive:true});u();})();<\/script>","protected":false},"excerpt":{"rendered":"<p>Contrat de services sp\u00e9cifique \u00b7 Version d\u2019octobre 2026 Gestion d\u2019h\u00e9bergement, de courriels, de domaines et de sites web Ce contrat s\u2019applique conjointement avec le contrat de services g\u00e9n\u00e9ral. En cas de divergence, il pr\u00e9vaut pour le domaine vis\u00e9. Ce contrat 1Objet 2Port\u00e9e des services inclus 3Obligations d\u2019Alexem Studio 4Responsabilit\u00e9s du client 5Outils externes et ressources [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":29180,"parent":22887,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-37821","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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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