This Service Level Agreement (the “SLA”) governs the Starter and Growth subscription packages offered by ELXAO SASU and supplements the Master Service Agreement (MSA), the Data Processing Agreement (DPA) and the Non-Disclosure Agreement (NDA). In the event of conflict between this SLA and the MSA, the MSA prevails except where this SLA expressly states otherwise.
Scope of subscription services
Subscription packages bundle a recurring allocation of marketing-operations work across modules, coordinated end-to-end by a dedicated Project Manager (PM). The number of hours, channels covered and number of deliverables per cycle depend on the package selected at checkout.
| Item | Starter | Growth |
|---|---|---|
| Modules covered | Up to 3 active modules, changeable anytime | Up to 6 active modules, changeable anytime |
| Hours/month (operational) | Up to 40h | Up to 90h |
| Dedicated PM | Yes — shared with a small portfolio | Yes — assigned with priority allocation |
| Strategic review | Quarterly | Monthly |
| On-site / event days included | Up to 1 day/quarter in Île-de-France | Up to 2 days/month worldwide (travel billed extra at cost) |
| Response time (priority issues) | 1 Working Day | 4 Working Hours |
Project Manager role
The PM is your single operational point of contact and is responsible for the full delivery of the subscription. PM duties expressly include both digital and real-world work:
- Digital scope: backlog management, sprint planning, briefing of specialists (SEO, paid, design, dev, CRM, social), QA and sign-off of digital deliverables, weekly status reports, monthly KPI dashboards.
- Real-world work: attendance at and facilitation of in-person meetings, workshops, kick-offs and client visits; participation in steering committees on the Client’s premises.
- Event organisation: end-to-end production of professional events (conferences, product launches, trade shows, webinars, roadshows, executive dinners): venue scouting, supplier sourcing, run-of-show, attendee management, on-site coordination, photography/recording capture, post-event reporting.
- Event participation: representing the Client and/or ELXAO at industry events, networking, lead capture and follow-up.
- Coordination: management of third-party suppliers (printers, photographers, caterers, AV providers, translators, freelancers), travel logistics and procurement on behalf of the Client.
Meeting cadence
- Weekly status (30 min, video): progress, blockers, next steps.
- Monthly review (60 min): KPI dashboard, pipeline of deliverables, scope adjustments.
- Quarterly business review (90 min, on-site for Growth in Île-de-France): strategic alignment, roadmap, expansion opportunities.
- Ad-hoc: PM is reachable by email and Slack/Teams during Working Hours; emergency line for Growth subscribers.
Hour usage, rollover & overage
Hours are allocated monthly and tracked by the PM in a shared timesheet. Up to 20% of unused hours roll over to the next month (Starter) or the next two months (Growth). Hours that exceed the monthly allocation may, with your written approval, be performed at the standard out-of-package rate of 140 EUR excl. VAT per hour. Unused rolled-over hours expire at the end of their rollover window and are not refunded.
Response & resolution targets
| Priority | Definition | Starter response | Growth response |
|---|---|---|---|
| P1 — Critical | Production outage of a Client-facing service managed by ELXAO. | 1 Working Day | 4 Working Hours |
| P2 — High | Major feature degraded, no acceptable workaround. | 2 Working Days | 1 Working Day |
| P3 — Normal | Standard operational requests, minor bugs. | 3 Working Days | 2 Working Days |
| P4 — Low | Information requests, scheduled enhancements. | Next sprint | Next sprint |
Reporting
You will receive a weekly written status, a monthly KPI dashboard tailored to the modules in scope, and a quarterly written executive summary. All reports are stored in a shared workspace and remain accessible during the term and for ninety (90) days after termination.
Out of scope
- Paid media budgets (paid to platforms directly or recharged at cost).
- Third-party SaaS subscriptions (CMS, CRM, analytics, ad tools).
- Travel and accommodation outside the included on-site days.
- Venue rental, catering, AV production, photography, printing and other event suppliers.
- Custom development beyond the modules currently active in your plan.
Billing & term
Subscriptions are billed monthly in advance via the payment method on file. The initial term is twelve (12) months, renewing automatically for successive twelve (12)-month periods. You may cancel at least thirty (30) days before the end of the current annual term via your account or by email to [email protected]. Cancellation stops the following year’s renewal and takes effect at the end of the current annual term; it does not entitle you to a refund of any month already invoiced within that term or of the notice period.
Service credits
If ELXAO repeatedly misses the P1 response target in a given month without a force-majeure cause, you may, by written notice within thirty (30) days, request a service credit equal to 5% of that month’s subscription fee per missed P1, capped at 25% of that month. Service credits are the sole and exclusive remedy for missed response targets.
Termination, IP, confidentiality, governing law
Termination, intellectual property, confidentiality, personal-data protection, liability, force majeure, governing law and jurisdiction are governed by the MSA, the NDA and the DPA.