Kingdom of Saudi Arabia
Version 2.4
Effective date: 1 May 2026
These Terms of Service (the “Terms”) govern the provision and use of the Sira platform. They form an integral part of the service agreement (the “Agreement”) signed between Roboost for Advanced Solutions (“Roboost”) and the client named in that Agreement (the “Client”). Where the Agreement and these Terms conflict, the Agreement prevails.
1. Definitions
Platform / System. The Sira platform for the management and analysis of customer feedback and customer data, including its APIs, applications, dashboards, databases, and any updates or developments made to it by Roboost.
Service. The software as a service (SaaS) offering that gives the Client access to the Platform over the internet, together with technical support, hosting, and training.
Authorised Users. The Client’s employees who have been granted access credentials (username and password) to use the Platform for business purposes.
Licence. The right granted to the Client to use the Platform. It is non-exclusive, non-transferable, and limited in duration, geographic scope, and number of branches as stated in the Agreement.
Source Content. The raw customer feedback content ingested into or entered on the Platform, including reviews, review text, ratings, comments, direct messages, conversation threads, and free-text survey responses.
Derived Data. The analytics, metrics, scores, classifications, topic and root cause categorisations, trends, summaries, insights, and reports generated by the Platform from Source Content.
Data. Source Content and Derived Data together, along with branch records and any other information entered or processed by the Client through the Platform.
Confidential Information. All information not available to the public, whether commercial, technical, financial, or in the form of customer lists, disclosed by one party to the other, which must be protected and not disclosed.
Service Levels (SLA). The agreed standards for service performance, covering response time to reported issues, fault resolution time, and Platform availability.
Critical Incidents. Any fault that takes the Platform fully out of service or prevents core functions from operating, for example customers being unable to submit feedback.
Contract Year. A period of twelve (12) calendar months starting from the date of signature (the effective date) or from the renewal date.
Force Majeure. Any exceptional event outside the control of the parties that could not be foreseen or prevented, for example war, epidemic, natural disaster, global internet outage, or sovereign government decisions, and which makes performance of obligations impossible.
Material Breach. Failure by either party to comply with a fundamental obligation under the Agreement, for example non-payment of amounts due, disclosure of confidential information, infringement of intellectual property, or repeated service interruption without resolution.
Business Day. An official working day in the Kingdom of Saudi Arabia, from Sunday to Thursday, excluding public holidays and feast days.
2. Licence and permitted use
2.1 Roboost grants the Client a non-exclusive, non-transferable licence, limited to the term of the Agreement, to use the Platform for the Client’s own internal operational and commercial purposes.
2.2 The licence extends to the Client’s Authorised Users, the number of branches specified in the Agreement, and the territory of the Kingdom of Saudi Arabia. There is no cap on the number of Authorised Users.
2.3 The Client may not resell, lease, sublicense, or otherwise make the Platform available to any third party.
2.4 The Client may not carry out reverse engineering on the Platform in any form.
2.5 The Client shall use the Platform for its own lawful and legitimate business purposes only.
3. Term, renewal and termination
3.1 The term of the Agreement is stated in the Agreement and runs from the date of signature. It renews by agreement between the parties.
3.2 The Agreement remains in force and produces its full effects without interruption until it expires or is terminated by either party.
3.3 Termination does not affect any rights or obligations that arose under the Agreement before the termination date, even where those rights or obligations fall due after that date.
3.4 Either party may terminate the Agreement by giving thirty (30) days’ prior notice through the channels set out in Clause 17.
3.5 Roboost may terminate the Agreement without the need for warning, notice, or a court order where the Client breaches its financial obligations under the Agreement and its annexes. In that case the Client bears all costs and subscription expenses incurred by Roboost. This is without prejudice to any compensation due to either party.
4. Roboost’s obligations
4.1 Maintain the confidentiality of all data and information obtained from the Client, and not use it, present it, or disclose it to any party other than the Client.
4.2 Provide technical support for the Platform throughout the term of the Agreement, in line with the service level commitments in Clause 8.
4.3 Where an update is made to the Platform, train the Client’s staff on that update where the update requires training.
4.4 Assign one of its employees as the Client’s point of contact.
4.5 Train the Client’s management, contact centre team, and operations team through two online sessions.
4.6 Roll out Sira knowledge across the Client’s full branch network once onboarding is complete.
4.7 Put the relevant questions to the Client’s designated contact in order to clarify the issue to be resolved.
4.8 Provide a help centre covering the topics the Client most frequently needs to review against its operations.
4.9 Respond on the help desk and live chat in line with the service levels in Clause 8, during official working hours from 9:00 to 18:00 Riyadh time.
5. Client obligations
5.1 Use the Platform for its own business purposes and for lawful, legitimate purposes only.
5.2 Pay the agreed fees on the dates set out in the Agreement.
5.3 Send a relevant description of any requirement or issue, supported by screenshots or video where this gives the clearest picture.
5.4 Raise issues through one of the official channels: the Platform, the applications, the official software, or email. Phone calls are not an official channel for communication or documentation.
5.5 Provide branch data.
6. Fees, invoicing and payment
6.1 The fees, the number of branches covered, and the payment schedule are set out in the Agreement.
6.2 The fees stated in the Agreement exclude value added tax applicable in the Kingdom of Saudi Arabia.
6.3 The fees do not cover travel and accommodation costs where the Client requests Roboost to attend on site.
6.4 Roboost may not increase subscription fees during the term in force. Any change in prices is limited to renewal, and requires the Client’s prior written approval.
6.5 Where the Client requests additional services, the fees for those services are agreed separately and in writing.
6.6 Subscription fees are paid by bank transfer to the account stated in the Agreement.
6.7 Instalments are paid in advance, in Saudi Riyals (SAR).
6.8 Branch overage. Where the Client adds branches beyond the number covered in the Agreement, those branches are invoiced separately at the point of addition. The charge is calculated on the per branch rate stated in the Agreement, for the period remaining to the end of the term.
7. Onboarding and integration
7.1 Where a Sira connector is used. Sira is responsible for building the connector between the Client’s point of sale system and the Platform.
7.2 Where APIs are used. The Client is responsible for building the connector to the Sira system.
7.3 Where there is no integration (manual). The Client is responsible for supplying customer data so that branches can be added to Sira.
8. Support and service levels
Roboost responds to reported issues within the following targets. Response and resolution times are counted in working hours and business days during official working hours (9:00 to 18:00 Riyadh time).
Severity
Response
Resolution
Description
Critical
1 working hour
3 working hours
The Platform is fully out of service, data is lost, or a fault prevents all users from carrying out core operations with no temporary workaround available.
Serious
2 working hours
1 business day
The Platform is running but major functions are down and operations are severely affected, for example reporting failure or sync failure, with no acceptable workaround.
Moderate
1 business day
3 business days
A fault affecting non core functions, or an issue with a temporary workaround that can be used until the permanent fix is applied, which does not block the main workflow.
Minor
3 business days
8 business days
Cosmetic issues that do not affect Platform function, for example interface typos, colour formatting, or simple general queries.
Custom
4 business days
Scoped per request
Requests for new feature development, custom reports not present in the original Platform, or additional integration requests outside the scope of the current Agreement.
9. Intellectual property
9.1 The Client acknowledges and agrees that Roboost is the owner of all intellectual property rights associated with the Platform, the website, and the application.
9.2 Neither party may remove or obscure any trademark or copyright notice appearing on the other party’s materials or documents.
9.3 Neither party acquires any rights of any kind in the other party’s trademarks, service marks, trade names, or product names.
10. Data ownership, retention, protection and confidentiality
10.1 All data collected or processed through the Platform, including the Client’s own customer data, is the private and exclusive property of the Client.
10.2 Both parties undertake not to disclose any confidential information to any person, in any form, and under any circumstances, without first obtaining written permission from the party to whom the information belongs.
10.3 Roboost maintains the confidentiality of all Client data and does not use it, present it, or disclose it to any third party.
10.4 Retention of Source Content. Roboost retains Source Content on the Platform for seventy (70) days from the date it is ingested or entered. At the end of that period the Source Content is permanently deleted from the Platform’s live systems.
10.5 Retention of Derived Data. Derived Data is retained for the term of the Agreement and is not affected by the deletion of Source Content under Clause 10.4. Reports, analytics, and insights generated before deletion remain available to the Client.
10.6 Export. The Client may export Source Content from the Platform at any time within the seventy (70) day retention period. Roboost is under no obligation to reproduce Source Content once it has been deleted, and deleted Source Content cannot be restored.
10.7 Third party sources. Deletion under Clause 10.4 applies only to the copy of the Source Content held on the Platform. It does not affect the original content held by the platform on which the customer published it, such as a review published on a third party review or delivery platform, which remains subject to that platform’s own terms and retention rules.
10.8 Backups. Source Content may persist in Roboost’s encrypted backup systems for a limited period after deletion under Clause 10.4, until it is overwritten in the normal backup cycle. Backup copies are not accessible through the Platform and are not used for any purpose other than disaster recovery.
11. Non-solicitation
Neither party may solicit or hire an employee of the other party, or obtain from that employee any information belonging to the other party that is not authorised for disclosure.
12. Publicity
Either party may announce the collaboration between them and use publicly known information in advertising, promotion, and publication on social media and other channels, subject to prior written approval from the other party.
13. Service availability
Roboost does not warrant that the Service will run without interruption where the interruption results from a technical fault or from poor internet quality on the Client’s side.
14. Force majeure
Neither party is liable to the other under the Agreement where it is prevented from performing its obligations, delayed in performing them, or delayed in carrying out its business, as a result of acts, events, or incidents outside its control, or as a result of any other event constituting force majeure. The affected party must notify the other party of the event and its expected duration. Government acts are treated as a form of force majeure for the purposes of the Agreement.
15. Relationship of the parties
Each party is independent in its own right. Neither party is a partner, agent, or subsidiary of the other, and neither represents the other before the courts or before third parties. The relationship between them is not subject to labour law, and neither party nor any of its staff are employees of the other. The Agreement is a service provision agreement governed by the terms and conditions set out in it and in these Terms.
16. Assignment, amendment and severability
16.1 Neither party may assign the Agreement to a third party without the written approval of the other party.
16.2 No amendment to the Agreement is valid unless it is in writing and signed by both parties.
16.3 The invalidity of any clause of the Agreement or of these Terms does not render the Agreement invalid as a whole.
16.4 The Agreement is executed in two identical originals, one held by each party for it to act upon.
17. Notices
17.1 All correspondence, notices, and judicial notifications are made in writing to each party’s address as set out in the Agreement.
17.2 A notice served to that address is valid and effective against the party unless that party has notified the other in writing of any change to its address within the week following the change.
17.3 Notices are served by registered mail with acknowledgement of receipt, by hand against a receipt, by formal legal notice, or by email.
18. Governing law and jurisdiction
Where a dispute arises in connection with the Agreement, the parties shall make every sincere effort to settle it by negotiation. Where no amicable settlement is reached, the competent commercial courts of the Kingdom of Saudi Arabia have jurisdiction over the dispute, and the laws and regulations in force in the Kingdom of Saudi Arabia are the applicable law.
19. Changes to these Terms
19.1 Roboost may update these Terms. Each version carries a version number and an effective date.
19.2 The version in force on the date the Agreement is signed applies for the duration of that Contract Year.
19.3 Roboost will notify the Client of any material change at least thirty (30) days before it takes effect. Material changes apply to the Client from the start of the next renewal term.
19.4 Previous versions are available on request at legal@roboost.app.
20. Language
These Terms are published in Arabic and English. Where a discrepancy arises between the two versions, the Arabic version prevails.
Altawgeeh Alzaky
6647 An Najah, Ar Rimal, Riyadh, Saudi Arabia
+966 50 379 2459
info@roboost.ai