🧾 Support Terms (SLA, Official Channels & Legal Framework)

This section reflects Zelty’s official commitments as defined in the General Terms of Service (CGS v2.3).

In case of discrepancy, the CGS shall prevail.

Zelty is subject to an obligation of means, not an obligation of result.

📩 1. Official Support Channel

Corrective maintenance is accessible at:

📧 [email protected]

Interventions resulting from misuse of the Solution may give rise to specific billing.

Zelty reserves the right to use subcontractors for maintenance services.

🚨 2. Incident Classification

Anomalies are classified according to the nature of the malfunction observed.

🔴 Blocking Anomaly

A malfunction that prevents the use of all or part of the essential features of the Solution.

Zelty undertakes to:

• Correct any blocking anomaly

  or

• Implement a workaround

within seven (7) business days from notification by the Client.