Digital Product Support and Retention Policy

1. Purpose

This Digital Product Support and Retention Policy ("Policy") explains how we provide support for digital products and how we manage access and retention for downloads, license keys, and digital entitlements across the Soufiane Boudarraja ecosystem (the "Ecosystem"). It is designed to provide a single consistent approach for all digital-first offerings so separate policies are not required per brand, course, or product line.

2. Scope

This Policy applies to:

• Digital downloads (PDFs, templates,      workbooks, checklists, slide decks, and similar files).

• Online courses and training materials      delivered digitally (where offered).

• Software downloads and installers,      including Outbound Assistant and related components (where offered).

• License keys, activation tokens, access      codes, and other entitlement mechanisms (where applicable).

• Digital bundles combining multiple files      or multiple formats.

This Policy applies in addition to the Terms and Conditions, Privacy Policy, Acceptable Use Policy (AUP), EULA (where applicable), and Licensing and Usage Rights Policy. If a Business Agreement (enterprise agreement, statement of work, or order form) includes different support terms, that agreement prevails for that engagement.

3. Definitions

"Digital Product" means any digital content or digital service provided through the Ecosystem (including downloads, course access, and software).

"Entitlement" means the right to access a Digital Product (for example a download link, account access, license key, or activation token).

"Support" means assistance with access, delivery, basic functionality, and defect handling within the scope described in this Policy.

"Retention" means how long we keep digital delivery links, entitlement records, and support-relevant transaction records.

4. What support we provide

Support under this Policy is limited to the following categories:

4.1 Access and delivery support

• Help with missing or failed download links      when you purchased a Digital Product through our storefront or checkout      flow.

• Help confirming your entitlement (order      lookup, access verification), subject to identity verification where      appropriate.

• Help with account access issues for      platforms we control (password reset guidance, access restoration where      feasible).

4.2 Product integrity and defect support

• Correction of corrupted files or incorrect      file versions provided through our delivery system.

• Fixes for reproducible defects in Digital      Products where we control the product (for example broken links, missing      pages, or packaging errors).

• For software: reasonable support to      reproduce and triage errors, and to provide patches or workarounds where      feasible.

4.3 Clarification support (limited)

For certain products (for example templates or learning materials), we may provide limited clarification on how to use the product as intended. This does not include coaching, consulting, implementation work, or customisation unless you purchase such services separately.

5. What support we do not provide

Unless explicitly included in your purchase or Business Agreement, we do not provide:

• Custom consulting, coaching, or      implementation services related to a Digital Product.

• Ongoing technical administration of your      systems, accounts, or third-party tools.

• Compatibility guarantees for all devices,      printers, apps, or third-party platforms.

• Support for third-party products or      services (for example printer drivers, Microsoft/Google/Apple account      issues, CRM tools, outreach platforms, payment providers).

• Legal, financial, medical, or regulated      professional advice via support channels.

6. Support channels and how to request support

To request support, use our contact page: https://www.soufianeboudarraja.com/contactwith the subject line "Digital Product Support" and include:

• Your full name and the email used at      checkout (or business name if applicable).

• Order reference, invoice number, or      purchase date (as available).

• Product name and a clear description of      the issue.

• Screenshots or error messages where      relevant.

• Your operating system and app version for      software issues (where relevant).

7. Response expectations

We aim to respond to support requests within a reasonable time. Response times may vary depending on workload, complexity, and time zone. Unless a Business Agreement provides service-level commitments, support is provided on a best-effort basis.

8. Retention and access windows

Digital Products are delivered through download links, account access, license keys, or similar entitlements. Retention and access vary by product type as described below.

8.1 Downloads (files)

Unless otherwise stated on the product page or in your order confirmation:

• We aim to keep download links available      for at least twelve (12) months from the purchase date.

• You are responsible for downloading and      securely storing your files during the access window.

• If a link expires, we may restore access      after verifying your purchase, but we do not guarantee indefinite      re-delivery.

8.2 Online course access

If a Digital Product includes online course access, the access period will be stated on the product page, checkout page, or order confirmation. Where no period is stated, we aim to provide access for at least twelve (12) months from purchase, subject to platform availability.

We may change course hosting platforms for operational reasons. If a platform change occurs, we aim to maintain continuity of access for active access periods.

8.3 Software downloads and activation

Software access may require a license key, activation token, or account-based entitlement. License term and access rules are defined in the EULA and/or your order terms. We aim to retain entitlement records (license issuance and activation history) for at least twenty-four (24) months from the end of the license term, unless a longer period is required for legal, accounting, or security purposes.

9. Updates and versioning

We may update Digital Products to correct errors, improve clarity, or reflect operational changes. Whether updates are included depends on the product description, plan, or Business Agreement.

Unless stated otherwise:

• Minor updates (typos, formatting, small      corrections) may be provided without notice.

• Material updates may result in a new      version number and may be released as an updated download file.

• We may not be able to maintain backwards      compatibility with all prior formats or third-party tooling changes.

10. Refunds and cancellations for digital products

Refund and cancellation rules are defined in the Terms and Conditions and mandatory consumer protection laws. For digital content, withdrawal or cancellation rights may be limited once immediate delivery or download has begun, where you have provided the required consent and acknowledgement. If you experience access failure or defective files that we cannot reasonably remedy, we may provide a refund or replacement delivery as appropriate.

11. Security and account integrity

You are responsible for maintaining the security of your accounts, devices, and download storage. In particular:

• Do not share download links, license keys,      or activation tokens outside your licensed scope.

• Use appropriate security controls (strong      passwords, multi-factor authentication where available).

• If you believe your entitlement has been      compromised, notify us promptly so we can take reasonable steps (for      example key rotation or access reset).

12. Abuse and enforcement

We may suspend or revoke access to Digital Products if we reasonably believe there is misuse, fraud, or a violation of our Licensing and Usage Rights Policy, EULA, or Acceptable Use Policy (AUP). We may request additional verification before restoring access.

13. Changes to this Policy

We may update this Policy to reflect legal, operational, product, or platform changes. The "Last updated" date indicates when changes took effect. Material changes will be posted through our Websites.

14. Contact

Questions about this Policy may be sent to Soufiane Boudarraja. To submit a question, use our contact page: https://www.soufianeboudarraja.com/contact.

For statutory legal entity and address details, see the Impressum / Legal Notice on our website.