This Service Level Agreement (the “SLA”) governs CRM & Email services provided by ELXAO SASU — lifecycle programmes, marketing automation, transactional email, deliverability and CRM hygiene — purchased à la carte or as part of a Subscription Package. It supplements the MSA, DPA and NDA.
Platforms covered
HubSpot, Salesforce + Marketing Cloud / Pardot, Klaviyo, Customer.io, Mailchimp, Brevo, Iterable, Braze, ActiveCampaign, Postmark, SendGrid. Other platforms may be added via a change request.
Scope of services
- Lifecycle strategy: lead-to-customer journey, segmentation, scoring, lifecycle stages.
- Email design, HTML build (modular, dark-mode-tested), copy and bilingual versions.
- Automation flows: welcome, onboarding, abandoned cart/checkout, post-purchase, win-back, churn.
- Transactional and operational emails: order confirmations, password reset, notifications.
- Deliverability: SPF, DKIM, DMARC, BIMI, warm-up plans, list hygiene, complaint and bounce management.
- CRM hygiene: deduplication, normalisation, enrichment, GDPR-compliant consent records.
Deliverables
Lifecycle blueprint, email design system, HTML templates and components, automation flow specs and live flows, segmentation queries, deliverability audit and monthly performance report.
Production volume
Default cycle (per active month): up to four (4) campaign emails, up to two (2) new automation flows or substantial flow updates, and ongoing maintenance of existing flows. Beyond this, work is billed at the standard hourly rate.
Email sending consent & compliance
You warrant that all recipients have given a valid consent compliant with applicable law (GDPR, ePrivacy, CAN-SPAM, CASL) for the message types being sent, and that you maintain auditable records of such consent. ELXAO refuses to send to purchased or scraped lists. Each marketing message includes a one-click unsubscribe and a postal address.
Deliverability
ELXAO configures authentication (SPF, DKIM, DMARC, BIMI), monitors sender reputation, applies a warm-up plan when needed, and pauses or reduces sending in case of abnormal complaint or bounce rates. ELXAO does not guarantee any specific inbox-placement rate, which depends on mailbox providers.
QA & approval
Every send requires written approval from your Authorised Representative on the final preview (subject, sender, segment, content, links, dynamic blocks). ELXAO is not liable for content errors approved by the Client.
Personal data
Subscriber and customer data are processed in accordance with the DPA. Retention periods are configured according to your documented policy. Suppression lists are honoured across platforms.
Client responsibilities
- Provide admin access to the CRM, ESP, e-commerce platform and any product-data sources required.
- Maintain a lawful consent collection process and notify ELXAO of any change in privacy policy.
- Validate sends and flow logic within the agreed turnaround.
- Pay platform licence fees directly to vendors.
Out of scope
Out of scope by default: SMS/WhatsApp at scale (purchased separately), push notifications platform implementation, custom CDP modelling, large-scale data migration, and translation beyond the languages stated in the order (see Localization SLA).
IP, confidentiality, governing law
Intellectual property, confidentiality, personal-data protection, liability, force majeure, governing law and jurisdiction are governed by the MSA, the NDA and the DPA.