Support Terms and Conditions

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IMPORTANT: THESE GENERAL SUPPORT TERMS AND CONDITIONS CONSTITUTE A LEGAL AGREEMENT BETWEEN YOU (AN INDIVIDUAL OR AN ENTITY) AND ADK MEDIA. BY SUBMITTING A TICKET OR USING THE SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE, YOU MAY NOT USE THE SUPPORT SERVICES.

1. Scope

ADK Media is a limited liability company (SARL) registered in the Trade Register under No. 4381. These General Terms of Support (the "Terms") govern the assistance services provided by ADK Media to its customers (the "Customer" or "you").

These Terms apply in addition to the General Terms of Sale and to the offer subscribed by the Customer. In case of conflict, these Terms prevail with respect to support.

2. Provision of Support

Subject to these Terms, ADK Media shall use commercially reasonable efforts to assist the Customer, exclusively through the ticket system available in the Customer's client area, in resolving incidents related to ADK Media services.

• Services are provided during ADK Media business hours (Monday to Friday, 9:00 am to 6:00 pm, Moroccan time, excluding Moroccan public holidays) and are not guaranteed 24/7, except for major infrastructure incidents.
• Response and resolution times are indicative only and do not constitute a contractual commitment.

All support content (tutorials, FAQs, forums, online documentation) is provided "as is" and is used by the Customer at its sole risk.

3. Submission and Management of Tickets

• One (1) ticket is to be created per department. The Customer agrees to describe the incident clearly and completely (symptoms, error messages, affected URL, software versions).
• ADK Media may request any additional information or technical access required for diagnosis. Insufficient information relieves ADK Media of any obligation to process the ticket.
• ADK Media determines, in its sole discretion, what constitutes an incident within its scope of intervention, and reserves the right to categorize, merge, transfer or close any ticket, in particular where the issue relates to third-party software, hardware or a network not provided by ADK Media.
• A closed ticket entitles the Customer to no further intervention without a new request.

4. Civility and Communication Rules

Support is a professional service. The Customer agrees to maintain a polite, respectful and professional communication towards ADK Media staff in all exchanges (tickets, phone, social media).

The following are deemed abusive conduct, without limitation:

• insults, defamation, humiliating, mocking or demeaning remarks;
• threats, intimidation, blackmail, moral or sexual harassment;
• discriminatory remarks (origin, religion, gender, orientation, social status);
• political, racist, xenophobic remarks or incitement to hate;
• public disclosure of technical exchanges or defamatory posts on social media;
• repeated bad-faith conduct (denial, false reports, abuse of support, repeated out-of-scope requests).

5. Suspension and Restriction of Support Access

ADK Media attaches great importance to the well-being and to the physical and mental health of its employees, and will not tolerate any abusive conduct as defined in Article 4.

• In case of a minor breach, ADK Media may issue a written warning to the Customer and close the ticket without processing it.
• In case of a serious breach (threats, harassment, defamation) or a repeat offence, ADK Media reserves the right, in its sole discretion and without prior notice: (a) to refuse to process any ticket; (b) to temporarily or permanently suspend the Customer's access to viewing and opening tickets, by any technical means (banning the account, blocking the e-mail address or IP address, suspending the account); (c) to terminate the Customer's contract immediately, without notice or compensation.
• The Customer acknowledges that termination of the contract under this Article results in the termination of all subscribed services, in accordance with the General Terms of Sale.
• These measures give rise to no refund, in whole or in part, of any amounts already due or paid for the elapsed period.
• In the event of a criminal offence (insults, threats, harassment, cybercrime), ADK Media may retain the evidence (tickets, screenshots, logs) and report it to the competent Moroccan authorities.
• ADK Media's failure to exercise these rights at any time does not constitute a waiver.

6. Technical Data

To diagnose and resolve incidents, ADK Media may request from the Customer access credentials (SSH, control panel, databases, mailboxes) or other technical data ("Support Data"). ADK Media undertakes to use such data exclusively for the purpose of handling the incident and not to process it for any other purpose. The Customer remains solely responsible for the accuracy and legitimacy of the information provided. The processing of such data complies with Moroccan legislation in force on personal data protection.

7. Intellectual Property

All software, scripts, interfaces, documents, trademarks and logos used or provided by ADK Media remain the exclusive property of ADK Media or its partners. These Terms do not transfer any property right to the Customer. Suggestions, ideas and feedback submitted to ADK Media through tickets may be freely used by ADK Media, without compensation or confidentiality obligation.

8. Fees

Support is included in the hosting offers on the published terms. Any additional service (migration, development, specific intervention) is subject to a quote or prior agreement with the Customer. Fees may change at any time, subject to informing the Customer.

9. Term and Termination

These Terms apply for the entire duration of the contractual relationship. ADK Media may amend them at any time; the version published on the website shall prevail. Amendments take effect upon publication. Upon termination of the Customer's contract, access to support immediately ceases.

10. Limitation of Liability

SUPPORT SERVICES ARE PROVIDED "AS IS". WITHOUT PREJUDICE TO THE MANDATORY PROVISIONS OF MOROCCAN LAW, ADK MEDIA DISCLAIMS ALL EXPRESS OR IMPLIED WARRANTIES, INCLUDING WARRANTIES OF QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INTERRUPTION. ADK MEDIA'S CUMULATIVE LIABILITY UNDER THESE TERMS SHALL NOT EXCEED THE AMOUNTS ACTUALLY PAID BY THE CUSTOMER FOR THE SERVICE CONCERNED DURING THE LAST TWELVE (12) MONTHS. ADK MEDIA SHALL NOT BE LIABLE FOR INDIRECT DAMAGES, LOSS OF BUSINESS, LOSS OF DATA OR LOSS OF REVENUE. THE CUSTOMER IS REQUIRED TO BACK UP ITS DATA ON A REGULAR BASIS.

11. Governing Law and Jurisdiction

These Terms are governed by Moroccan law. In case of dispute, the parties first undertake to seek an amicable settlement. Failing agreement within thirty (30) days, the dispute shall be exclusively submitted to the El Jadida courts.

12. Miscellaneous

If any provision of these Terms is held null or unenforceable, such nullity shall not affect the other provisions, which remain in force. Ticket and notification exchanges between the parties are valid and constitute written evidence. These Terms, together with the General Terms of Sale, constitute the entire agreement of the parties with respect to support.