Alumni β Support Policy
Last updated: December 2025
This Support Policy describes the level of assistance offered by Alumni, a service operated by AIUMNI SAS, and outlines the scope, availability, contact options, and limitations of customer support for all users.
1. Purpose of the Support Policy
The purpose of this policy is to:
Define the support services available to users.
Provide clear communication channels for assistance.
Describe response times and service levels.
Clarify the scope and limitations of support offered by AIUMNI SAS.
This policy applies to all users of the Alumni platform, including Alumni individuals, Businesses, and Schools.
2. Support Channels
Alumni provides multiple support channels depending on the nature of the inquiry:
2.1. General Support
For all non-technical, account-related, or general inquiries:
π§ generalsupport@aiumni.com
2.2. Technical Support
For issues related to bugs, errors, outages, or technical malfunction:
π§ technical@aiumni.com
2.3. Press & Media
For interviews, publications, collaborations, or communication requests:
π§ press@aiumni.com
2.4. Partnerships & Business Offers
For organizations seeking collaborations or commercial partnerships:
π§ partnerships@aiumni.com
2.5. Data Protection & Privacy Requests
For GDPR inquiries, data access requests, account data deletion, or privacy concerns:
π§ dpo@aiumni.com
These email addresses represent the official and exclusive channels for contacting Alumni.
2.6. Phone Support
For urgent matters or users who prefer voice contact (availability subject to support hours):
π +33 9 72 21 03 02
Phone support is provided on a best-effort basis and may redirect you to email channels for follow-up or documentation.
3. Support Levels by Subscription Type
3.1. Free Users (Schools and Basic Alumni Accounts)
Free users have access to:
Standard email support via generalsupport@aiumni.com
Access to FAQs and help articles
Non-urgent response handling subject to availability
3.2. Paid Subscribers (Alumni Premium, Businesses)
Paid subscribers benefit from:
Priority support, as referenced in the Terms of Sale
Faster response times
Dedicated handling of advanced feature inquiries
Priority support does not include custom development or consulting services.
4. Support Hours and Response Times
Support Hours: Monday to Friday, 09:00β18:00 CET (French business days)
Standard Response Time: 3β5 business days
Priority Response Time (Paid Users): 1β2 business days
Response times may vary depending on complexity or volume.
5. Scope of Support
Support services cover:
Login and account access issues
Subscription and billing assistance
Guidance on features included in the userβs plan
Troubleshooting platform functionality
Bug reports and technical incidents
Privacy or data protection requests (via dpo@aiumni.com)
Alumni support does not cover:
Third-party products or services
Legal or professional advice
Career coaching or recruitment consulting
Recovery of deleted data when recovery is not possible
Resolution of disputes between users
Custom integrations or development services
6. Temporary Service Issues
As outlined in the Terms of Sale:
Alumni operates under a best-effort obligation.
Service interruptions may occur due to maintenance or third-party provider downtime (hosting, payment processors, etc.).
AIUMNI SAS is not liable for indirect damages (loss of profit, data, reputation, etc.).
Support will provide updates when possible but cannot guarantee immediate resolution.
7. Payment & Subscription Support
Support can assist with:
Payment confirmation
Subscription cancellation guidance
Billing questions
Important rules:
Refunds are not provided for unused subscription periods unless required by mandatory law.
Purchases via App Store / Play Store must be managed through those platforms.
AIUMNI SAS never stores card information and cannot modify external payment details.
8. Abuse of Support Channels
AIUMNI SAS may limit or restrict access to support in cases of:
Harassment or abusive communication
Spamming or misuse of support services
Attempts to bypass platform rules or security
Fraudulent or dishonest behavior
Severe misuse may lead to account suspension or termination, per the Account Deletion Policy and Terms of Sale.
9. Security & Privacy Reporting
Security concerns or privacy-related requests must be directed to:
π§ dpo@aiumni.com
Users should not include passwords or sensitive credentials in support emails.
10. Changes to the Support Policy
AIUMNI SAS reserves the right to modify this Support Policy at any time in accordance with applicable law. Updates are published on the Alumni website and mobile app.