Update!
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In the meantime, I have received the correct contract. Although it took a long time and communication with support remains quite sluggish, my request and concerns were still taken seriously. For that reason, I am raising my rating to 3 stars. If ACADLE continues to perform well, I will gladly increase my rating further. Good work!
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I have not received any response or feedback for months regarding my essential questions about the GDPR. I purchased the Tier-5 package back then and cannot use the tool because I am still missing the DPA with valid SCCs. They advertise EU GDPR compliance, but do not fulfill it. There is no contract, no communication, no support, and no help – nothing.

I am very disappointed and can only advise everyone who values the security of customer data and GDPR compliance against using ACADLE. Should I unexpectedly receive a proper contract, I will reconsider my review. As long as that is not the case, I will stick to the rating "miserable."