Support Policy

[TERM_8] Created on: 28.06.2022 - Last modified / reviewed: 08.05.2026

1. Definitions

The following capitalised terms have the meanings set out below throughout this Support Policy and any Order Form or Agreement that incorporates it by reference.

Agreement	means the master services agreement, order form, or other written contract between Scaleflex and Customer governing use of the Scaleflex Technology.
Business Hours	means the hours during which support is available for the Customer's Support Plan, as specified in Section 7.
Calendar Day	means 24 hours (00:00–23:59)
Cloudimage	means the Scaleflex image optimisation and CDN delivery service, including all APIs, SDKs, plugins, and supporting infrastructure.
Customer	means the legal entity that has entered into an Agreement with Scaleflex.
Data Backup Service (DBS)	means Scaleflex's optional service preserving digital media for a Customer-specified retention period of 30–90 days from upload.
Data Durability	means the ability of the Scaleflex platform to maintain stored data in a complete and uncorrupted state, free from bit rot, drive failure, or corruption.
Data Replication Service (DRS)	means Scaleflex's baseline data protection mechanism, which replicates Customer data across at least two geographically distinct data centres.
Fees	means the amounts payable by Customer to Scaleflex under the Agreement for the relevant subscription period.
Free Trial	means any trial period during which Customer accesses Scaleflex Technology before the commencement of a paid subscription. No SLA or service credit entitlement applies during a Free Trial.
Incident	means an unplanned interruption or degradation of the Scaleflex Technology reported to Scaleflex via a supported channel.
Monthly Availability Percentage	means, for a given calendar month: (A ÷ (B − C)) × 100, where A = minutes the Scaleflex Technology was available (including interruptions under 5 consecutive minutes, excluding minutes counted under C); B = total minutes in that month; C = minutes of unavailability attributable to a Scaleflex Technology Exclusion. "Available" means the Scaleflex Technology is accessible to Customer for transmitting and receiving data, as measured by Scaleflex server logs.
Monthly Availability SLA	has the meaning set out in Section 8.
Response Time	means the elapsed time between Scaleflex's receipt of a valid support request and its first substantive acknowledgement, measured in Business Hours or calendar hours as specified per plan.
Scaleflex	means Scaleflex SAS and its affiliates operating the Scaleflex Technology.
Scaleflex Technology	means collectively Cloudimage, the Visual Experience Platform (VXP), and any associated APIs, management consoles, and platform infrastructure made available under the Agreement.
Scaleflex Technology Exclusion	has the meaning set out in Section 9.
Scaleflex Technology SLA Support Channel	means the designated email address [email protected], or such other channel as Scaleflex may notify Customer of in writing.
Scheduled Downtime	has the meaning set out in Section 8(b).
Service Credit	means a credit applied against Customer's future Fees as described in Section 9, constituting Customer's sole and exclusive remedy for an SLA Failure.
SLA Failure	means any failure by Scaleflex Technology to attain the applicable Monthly Availability SLA in a calendar month, excluding failures attributable to a Scaleflex Technology Exclusion.
Support Plan	means the tier of support (Standard, Advanced, or Premium) purchased by Customer under the Agreement.
Visual Experience Platform (VXP)	means the Scaleflex digital asset management and experience platform, including storage, workflow, transformation, and delivery features.

2. Scope of Support

2.1. Included Support Activities

Scaleflex technical support covers the following in relation to the Scaleflex Technology:

• Diagnosis and resolution of platform-level Incidents reported by Customer;

• Guidance on configuration of Scaleflex APIs, SDKs, plugins, and integrations;

• Assistance with onboarding and initial platform setup;

• Interpretation of platform behaviour and documented feature operation;

• Communication of workarounds where a permanent resolution is pending;

• Provision of release notes, upgrade notices, and Scheduled Downtime communications.

2.2. Excluded Activities

The following are outside the scope of technical support:

• Development, debugging, or modification of Customer's own application code or third-party integrations;

• Training services (available separately under a statement of work);

• Issues arising from Customer's failure to comply with documented implementation guidelines;

• Support for unsupported, end-of-life, or beta product features;

• Issues attributable to a Scaleflex Technology Exclusion (see Section 10).

2.3. Language of Support

Due to Scaleflex’s global customer base, our primary languages for support are English and French. However, as a courtesy, Scaleflex Support accepts tickets submitted to [email protected] in other languages and will make reasonable efforts to respond in the same language.

Please note that any calls or live interactions will be conducted in English or French only. German and Spanish may be available on a case-by-case basis.

3. Supported Products

3.1. Cloudimage

Cloudimage is Scaleflex's image CDN and optimisation service. Support covers the core delivery pipeline (CDN caching, URL-based image transformations, resizing, compression, format conversion), the Cloudimage API and management console, and officially supported plugin integrations.

3.2. Visual Experience Platform (VXP)

VXP is Scaleflex's digital asset management and experience platform. Support covers asset upload, storage, tagging, search, workflow automation, asset transformation, and delivery features, including the VXP API, web application, and official integrations.

4. Support Access Model

Scaleflex offers three Support Plans for paid subscriptions, as specified in the Order Form. During any Free Trial period, regardless of the plan indicated, only best-efforts support applies, and no SLA commitment is in force.

Feature	Standard	Advanced	Priority **
Support Availability	Mon–Fri 09:00–17:00 CET	Mon–Fri 04:00–23:00 CET	24 / 7 / 365
Uptime SLA	99.90%	99.95%	99.99%
Contact Channels	Email / Ticketing	Email / Ticketing	Dedicated Email + Ticketing + Chat
Dedicated resources Support Engineer Success Manager	No No	Optional 8-hours allocated	Custom Custom
Support language Written Oral	Global English, French	Global English, French	Global English, French
Free Trial	Best-Efforts only

^{** Note: We may cover oral technical support in German and Spanish.}

Response time commitments are measured in Business Hours unless otherwise specified. Business Hours for each plan tier are defined in Section 7.

5. Incident Severity Levels

All Incidents must be assigned a Severity level at the time of submission. Scaleflex reserves the right to reclassify an Incident if the reported Severity does not accurately reflect the operational impact. Escalation and reclassification requests are handled under the process in Section 12.

5.1. Severity 1 (S1) — HIGH

S1 is declared when the Scaleflex Technology is entirely unavailable or experiencing a failure that renders core functionality inaccessible for all or a material proportion of Customer's end-users, and no viable workaround exists.

Operational examples:

• Complete failure of Cloudimage CDN delivery (images not loading across all or most regions);

• Full unavailability of the VXP platform, including asset management and delivery APIs;

• Severe data integrity failure affecting stored assets at the platform level;

• Service outage exceeding 5 consecutive minutes as recorded in Scaleflex server logs.

Upon S1 declaration, Scaleflex will assign a dedicated Incident manager, provide status updates at least every 60 minutes, and engage all appropriate engineering resources until resolution or a confirmed workaround is in place.

5.2. Severity 2 (S2) — MEDIUM

S2 is declared when one or more significant features are substantially degraded, affecting a meaningful subset of Customer's end-users or use cases, and while a workaround may exist, it is insufficient or adds an unsustainable workload for continued normal business operation.

Operational examples:

• Significant Cloudimage CDN performance degradation (elevated error rates or latency exceeding documented thresholds);

• VXP upload or workflow automation failures affecting a material portion of assets;

• Prolonged loss of access to the management console without impact to live delivery.

5.3. Severity 3 (S3) — LOW

S3 is declared for issues with low operational impact where full workarounds are available, and business operations continue without material disruption. S3 also covers general usage questions, configuration assistance, and non-urgent feature requests.

Operational examples:

• Incorrect metadata display for a limited number of assets in VXP;

• Questions about API parameters, SDK usage, or integration configuration;

• Non-urgent feature enquiries or documentation clarifications.

6. Response and Resolution Targets

The table below sets out contractually committed Response Time targets by Severity level and Support Plan. Resolution time targets are operational objectives and do not constitute separate SLA commitments, given that resolution timelines depend on the nature and complexity of the underlying issue.

Severity	Definition	Standard	Advanced	Priority
S1 – Critical	Complete service unavailability or severe data integrity failure affecting all or a majority of end-users. No viable workaround. Includes full Cloudimage CDN outage or VXP pipeline failure.	< 4 Business Hours	< 4 Business Hours	< 2 Hours (24/7)
S2 – Major	Significant degradation of core features impacting a subset of users. A partial workaround exists, but is insufficient for normal operations. Includes degraded transformation speeds or intermittent API failures.	< 1 Business Day	< 12 Business Hours	< 6 Business Hours
S3 – Minor	Low-impact issue affecting limited users or non-critical features. Full workaround available. Includes UI cosmetic defects, non-urgent configuration questions, or feature enquiries.	< 2 Calendar Days	< 1 Calendar Day	< 12 Business Hours

S1 Incidents: For Standard or Advanced plan customers, S1 Incidents occurring outside Business Hours will receive an initial response within 1 hour of the next Business Day opening. Priority plan customers receive S1 response 24/7/365 within 2 hours of reporting.

Service Outage (> 5 consecutive minutes): Regardless of Support Plan, when a verified service outage exceeding 5 consecutive minutes is confirmed, all Customers gain access to 24x7 email support at [email protected] with a guaranteed response time of 1 hour until the outage is resolved.

7. SLA and Service Availability Framework

7.1. Scheduled Downtime

Scaleflex may, at its discretion, modify or upgrade the Scaleflex Technology in a manner requiring planned unavailability ("Scheduled Downtime"). Scaleflex will:

• Use commercially reasonable efforts to limit Scheduled Downtime to under four (4) hours per event;

• Provide Customer with at least seventy-two (72) hours' prior written notice of any Scheduled Downtime;

• Conduct Scheduled Downtime during low-traffic windows wherever practicable.

• Scheduled Downtime is excluded from Monthly Availability Percentage calculations and does not constitute an SLA Failure.

7.2. Measurement

Monthly Availability is measured using Scaleflex's server logs and internal monitoring systems. Scaleflex maintains records of uptime data for a minimum of three (3) months.

7.3. Data Durability

Scaleflex ensures data durability through two mechanisms:

• Data Replication Service (DRS): All Customer Data is replicated across a minimum of two geographically separate data centres. Customer acknowledges that if an asset is deleted by an authorised user, it will be removed from all replication locations and will not be recoverable. Basic archiving using cold storage, where applicable, is performed in a single location only and does not benefit from multi-site replication. Scaleflex will not retain Customer Data beyond the period required under its Data Privacy Policy and applicable law, including the GDPR.

• Data Backup Service (DBS): Available as an optional add-on, DBS preserves all digital media uploaded to the Scaleflex environment for a retention period specified by the Customer, ranging from 30 to 90 days from the date the data is stored and backed up. The applicable retention period must be agreed upon in the Order Form. In the event of a system-wide disaster, Scaleflex targets restoration from backup within one (1) Calendar Day.

8. Service Credits

8.1. Credit Schedule

If Scaleflex fails to achieve the applicable Monthly Availability SLA in any calendar month for reasons other than a Scaleflex Technology Exclusion, Customer is entitled to a Service Credit in accordance with the following schedule:

Monthly Availability	Standard (target 99.90%)	Advanced (target 99.95%)	Priority (target 99.99%)
≥ 99.99%	No credit	No credit	5% of monthly fee
99.95% – 99.98%	No credit	No credit	7.5% of monthly fee
99.90% – 99.94%	No credit	5% of monthly fee	7.5% of monthly fee
< 99.90%	5% of monthly fee	7.5% of monthly fee	10% of monthly fee

Maximum credit cap (all tiers): 10% of the affected calendar month's Fees. Credits may not be cumulated above this cap

Service Credits are calculated as a percentage of the Fees paid by Customer for the affected calendar month, prorated to the Scaleflex Technology service experiencing the SLA Failure. Credits will not be awarded or accumulated in excess of the 10% monthly cap under any circumstances.

8.2. Exclusive Remedy

Service Credits constitute Customer's sole and exclusive remedy for any SLA Failure. No SLA Failure shall entitle Customer to a cash refund, termination for cause, or any other remedy not expressly set out in this Support Policy, except as may be required by mandatory applicable law.

8.3. Credit Request Procedure

To be eligible for a Service Credit, Customer must submit a claim to [email protected] within the calendar month immediately following the month in which the SLA Failure occurred. The claim must include all of the following:

• The affected calendar month;

• The specific date, start time (including time zone), duration, and Scaleflex Technology service(s) impacted for each alleged incident;

• The affected Customer account token;

• Documented evidence corroborating the claimed incident (for example, error logs or monitoring screenshots; confidential information should be redacted before submission).

• Failure to provide sufficient detail to allow Scaleflex to verify the claim will result in the claim being rejected. Scaleflex will not extend deadlines for Service Credit claim submissions.

8.4. Credit Application

Where a valid claim is confirmed, Scaleflex will apply the applicable Service Credit against the Fees payable by Customer for the month immediately following the month in which the claim is confirmed. Service Credits may not be applied retroactively, exchanged for cash, or transferred to a third party.

8.5. Non-Eligible Circumstances

Service Credits do not apply in the following circumstances:

• During any Free Trial period;

• Where the unavailability is attributable to a Scaleflex Technology Exclusion (Section 10);

• Where Customer has an outstanding overdue payment at the time the SLA Failure occurred;

• Where Customer's failure to comply with Section 11 contributed to the SLA Failure;

• Where the claim is submitted outside the required timeframe.

9. Exclusions and Limitations

9.1. Scaleflex Technology Exclusions

No failure to achieve an SLA shall constitute an SLA Failure, and no Service Credit shall be payable, where such failure is caused directly or indirectly by any of the following:

a. Free Trial: Any availability failure occurring during a Free Trial period.

b. Scheduled Downtime

c. Customer Direction: Actions or omissions by Scaleflex in compliance with a written request or instruction from Customer.

d. Unauthorised Use: Access to or use of the Scaleflex Technology contrary to the Agreement or Scaleflex's published acceptable use policies.

e. Customer Breach: Any failure attributable to Customer's breach of the Agreement.

f. Customer Non-Participation: Customer's failure to respond in a timely manner to requests for participation in the identification or resolution of an Incident.

g. Infrastructure and Connectivity Failures: Failures, degradations, or fluctuations in electrical supply, internet connectivity, network infrastructure, or telecommunications equipment, including those caused by Customer's conduct or circumstances beyond Scaleflex's reasonable control.

h. Third-Party Technology: Failures caused by Customer's or a third party's equipment, software, or services not within the exclusive control of Scaleflex.

i. Security Threats: Limitation or suspension of the Scaleflex Technology in response to a significant security threat to the platform or Customer data (for example, a DDoS attack or malware incident).

j. Unauthorised Modifications: Modifications to the Scaleflex Technology not made or expressly authorised in writing by Scaleflex, including custom HTML, CSS, or JavaScript injected by Customer.

k. Non-Essential Components: Unavailability of components not essential to core service delivery, including the Scaleflex public website, reporting dashboards, and administration tools, provided the core service remains operational.

l. Pre-Release Features: Unavailability of features designated as alpha, beta, Early Access Programme, trial, or released for testing purposes.

m. Internet Access: Issues arising from internet access or connectivity problems beyond Scaleflex's network demarcation point.

n. Suspension or Termination: Unavailability arising from Scaleflex's lawful suspension or termination of Customer's access rights under the Agreement.

o. Force Majeure: Events beyond Scaleflex's reasonable control, including natural disasters, governmental or regulatory actions, court orders, strikes or labour disputes, acts of civil disobedience, and acts of war.

9.2. General Limitations

Support does not extend to: (i) products, features, or versions no longer supported by Scaleflex; (ii) issues reproducible only in non-production or customer-managed environments; (iii) consulting or professional services activities; or (iv) matters arising from Customer's failure to apply recommended updates or patches within a reasonable period after notification.

10. Customer Responsibilities

Customer must fulfil the following responsibilities to enable effective support and to maintain eligibility for SLA commitments and Service Credits:

• Designated Contacts: Customer must designate at least one authorised technical contact responsible for submitting and managing support requests, and must notify Scaleflex promptly of any changes.

• Incident Reporting: Customer must report Incidents promptly and accurately through designated support channels. Initial reports should include: the affected service(s), Severity level, a description of the issue, steps to reproduce, impact assessment, and relevant logs or error messages.

• Cooperation: Customer must cooperate actively with Scaleflex's support personnel during investigation and resolution of Incidents, including providing access to relevant systems, configurations, or logs as reasonably requested.

• Timely Response: Customer shall respond promptly to all reasonable requests for information or action from Scaleflex. Any Incident placed on hold due to Customer delay or failure to respond shall be excluded from Response Time targets and all related SLA calculations for the duration of such hold period.

• Implementation Compliance: Customer must implement and use the Scaleflex Technology in accordance with Scaleflex's published documentation, API guidelines, and integration specifications.

• Security Obligations: Customer is responsible for maintaining the security of its account credentials, authorised users, and any custom integrations.

• Update Management: Customer is encouraged to apply recommended platform updates, patches, and configuration changes within a reasonable period following notification by Scaleflex.

11. Escalation Process

11.1. Standard Escalation Path

If Customer believes an Incident is not being addressed with appropriate urgency, Customer may request escalation at any time by:

Notifying the assigned support engineer via the active support ticket, requesting escalation to a senior engineer or Incident manager;

For verified or suspected S1 Incidents, contact [email protected] directly with the subject line: "ESCALATION – [Ticket Number] – S1".

11.2. Escalation Response

Upon receipt of a valid escalation request, Scaleflex will:

• Acknowledge the escalation within 2 Business Hours;

• Assign an Incident manager or senior engineer to review the case;

• Provide Customer with an updated assessment of status, timeline, and next steps within 4 Business Hours of acknowledgement.

11.3. Severity Reclassification

Either party may request reclassification of an Incident's Severity level if circumstances change or if the initial classification is believed to be inaccurate. Reclassification will be agreed between the Customer's designated contact and the assigned Scaleflex Incident manager. Response Time targets will be recalculated from the time of reclassification.

11.4. Escalation to Management

Where a Customer remains dissatisfied with the resolution of an escalated Incident, or where an S1 Incident is not resolved within 8 hours, Customer's Account Manager or Customer Success Manager (if applicable) may be engaged to coordinate executive-level attention. Premium plan customers may request direct engagement with Scaleflex's Head of Support at any time.

12. Governing law

This Support Policy, and any dispute or claim arising out of or in connection with it or its subject matter (including non-contractual disputes or claims), is governed by and construed in accordance with the law of France, consistent with the Agreement and Scaleflex's Terms of Service (§21.1).

13. Versioning and Policy Updates

Scaleflex reserves the right to modify this Support Policy at any time in accordance with Scaleflex's Terms of Service (§22.8) and the applicable Legal Center.