Customer Support Policy and SLA

Preamble

This support policy sets out the conditions under which Axel REGNOULT, operating under the trade name Axelo (SIRET 895 214 989 00017 — 128 rue de la Boétie, 75008 Paris, France), provides customer assistance in relation to the Services offered on the website https://www.web-agency.app.

This policy supplements the GTCS, the ToU, the SaaS GST, the Hosting Terms and the BCP.

Article 1 — Support channels

Customer support is provided exclusively by email at the following address:

• Email: legal@web-agency.app
• Recommended subject: "Support — [order or subscription reference] — [short description]" to facilitate processing.

No support is provided by telephone, by public instant messaging or via social networks. This choice ensures a written, readable and auditable record of every exchange, in the mutual interest of the parties.

Article 2 — Working hours and public holidays

Support is provided during the following working hours:

• Monday to Friday, from 9 a.m. to 6 p.m. (CET / CEST — Paris time).
• Excluding French statutory public holidays (1 January, Easter Monday, 1 May, 8 May, Ascension Day, Whit Monday, 14 July, 15 August, 1 November, 11 November, 25 December).
• Excluding annual closure periods announced at least fifteen (15) days in advance by banner on the website and/or by email to active Customers.

Requests sent outside working hours are recorded and processed on the next working day.

Article 3 — Indicative response times

The times below are indicative best-effort response times, calculated in working days from receipt of the complete request:

• Acknowledgement of receipt: a maximum of two (2) working days;
• Detailed response to a complaint or to a routine question: a maximum of five (5) working days;
• Handling of a complex issue requiring in-depth investigation (technical anomaly, non-standard GDPR request): a maximum of thirty (30) calendar days.

For GDPR rights exercise requests (art. 12 of the GDPR), the statutory one-month period applies as a matter of law, extendable by two months for complex or numerous requests.

Article 4 — Scope of support

Support includes, at no extra cost for the Customer holding an active Axelo Service:

• Usage questions: help with onboarding, basic configuration, understanding of existing features;
• Blocking anomalies: malfunctions making normal use of the Service impossible (500 error, session loss, core feature unavailable);
• GDPR requests: access, rectification, erasure, portability, objection, withdrawal of consent;
• Billing assistance: duplicates, explanation of a line item, fiscal receipt requests;
• Statutory warranties: implementation of the legal warranty of conformity (art. L.217-3 et seq. / L.224-25-12 et seq. C. conso) and the warranty against hidden defects (art. 1641 CC), in accordance with article 24 of the GTCS.

Article 5 — Out-of-scope and quoted services

The following services are not included in support and are subject to a separate quote:

• Training on new tools or on advanced features beyond basic onboarding;
• Feature evolutions or bespoke developments requested by the Customer (new features, custom integrations, redesign);
• Data recovery beyond the contractual retention period (see SaaS GST art. 8 and BCP);
• Intervention on third-party components not supplied by Axelo (external CMS, partner integrations, marketing tools);
• Migrations from or to third-party platforms;
• In-depth security, accessibility or performance audits other than those provided for in the Accessibility Statement and the DPA.

Any out-of-scope request is subject to a prior quoted estimate, subject to the Customer's written acceptance before any start of execution.

Article 6 — Escalation and mediation

6.1 — Consumer Customers (B2C). In the event of a dispute unresolved by support and after formal notice that has remained ineffective for a reasonable period, the consumer Customer may refer the matter free of charge to the consumer mediator in accordance with article L.612-1 of the French Consumer Code:

• CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice — 14 rue Saint-Jean, 75017 Paris;
• Website: www.cm2c.net — email: cm2c@cm2c.net;
• European Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.

6.2 — Professional Customers (B2B). The professional Customer first sends a written formal notice to legal@web-agency.app. Failing amicable resolution within thirty (30) days, the dispute is brought before the Paris Commercial Court (see art. 21 of the GTCS).

Article 7 — Best-effort undertaking — no contractual SLA

Unless an express Service Level Agreement has been signed in writing, the provision of support constitutes a best-effort undertaking and not an obligation of result. The times indicated in article 3 are internal Axelo targets and do not give rise to any automatic penalty in the event of exceedance.

Axelo's liability in the context of support remains limited under the conditions set out in article 9 of the ToU and in the corresponding article of the GTCS.

Article 8 — Governing law and jurisdiction

This policy is governed by French law. Rules on jurisdiction and mediation are identical to those set out in article 21 of the GTCS:

• Consumer Customer (B2C): courts competent under the French Code of Civil Procedure, mediator CM2C;
• Professional Customer (B2B): exclusive jurisdiction of the Paris Commercial Court.