1. Definitions

• “Ranen”, “we”, “us”: Insejam Technology Contracting Company (انسجام التقنية للمقاولات), a limited liability company registered in the Kingdom of Saudi Arabia under Commercial Registration No. 1010611445, headquartered in Riyadh, which owns and operates the Ranen platform.
• “Customer”, “you”: the organisation that uses the service or requests a demo, and anyone using the service on its behalf.
• “Service”: the Ranen voice AI agent platform, including answering and placing calls, understanding and processing, system integrations, the dashboard, reports and support.
• “Customer Data”: calls, recordings, transcripts, summaries, caller data and any content the Customer provides or that is generated for it while using the service.
• “Order Form”: the quotation or written agreement that sets the scope, term and fees of the service.

2. Scope and order of precedence

These terms apply to the website and to the service. They are supplemented by your Order Form, the Data Processing Agreement and the Service Level Agreement that applies to you.

If they conflict, the documents apply in this order: the Order Form, then the Data Processing Agreement, then the Service Level Agreement, then these terms.

3. The service

We provide the service as described in the Order Form and improve it continuously. We may add or change features, but we will not materially reduce the agreed functionality during a subscription term.

Demos and features labelled as beta are provided “as is” for evaluation and are not covered by service level commitments.

4. Eligibility and accounts

• The service is intended for organisations and public entities, not for personal use.
• You must provide accurate information, protect your sign-in credentials, set your users’ permissions and tell us promptly about any unauthorised use.
• You are responsible for activity carried out through your accounts within the permissions you grant.

5. Your obligations towards callers

As the controller of caller data, you will:

• Tell callers at the start of the call that they are speaking to an automated agent and that the call may be recorded, and give them the option to speak to a person
• Have a lawful basis to process caller data under the Personal Data Protection Law and its regulations, and obtain any required consents
• Comply with the rules on telecommunications and telemarketing when placing outbound calls, including not calling anyone who has asked not to be contacted
• Set the limits of the actions Ranen may take, and regularly review the settings and content you provide to it

6. Acceptable use

You may not use the website or the service to:

• Carry out unlawful activity or fraud, or impersonate any person or organisation
• Place bulk or marketing calls without a lawful basis or consent
• Operate emergency services, or any context where an error could endanger life, without direct human supervision
• Attempt unauthorised access, disrupt the service or test its vulnerabilities without written permission
• Reverse engineer or copy the service, or use it to build a competing product
• Introduce malicious code or send automated or misleading submissions through the website’s forms

We may suspend non-compliant use immediately where it puts the service or others at risk, and we will tell you why.

7. Customer Data and its protection

• Customer Data remains yours. We process it as a processor on your behalf, under your documented instructions, and only to provide, support and secure the service.
• Call data, recordings and transcripts are hosted in data centres inside the Kingdom of Saudi Arabia and encrypted in transit and at rest.
• We do not use Customer Data to train models that serve other customers. We do not sell it, and we share it only with service providers bound by confidentiality and legal requirements.
• The Data Processing Agreement sets out the processing details, sub-processors, security measures and incident notification.
• When a subscription ends, you can export your data for 30 days, after which we delete it from active systems unless the law requires us to keep it.

8. AI outputs

Ranen relies on AI models that can occasionally misunderstand or respond incorrectly. The service therefore lets you set limits for each action, hand off to a person and review every call and action.

You remain responsible for decisions your organisation takes based on the service’s outputs, and for reviewing content you rely on for actions with legal or financial effect.

9. Fees and payment

• Fees are set in the Order Form and usually include a one-time setup fee and usage-based operating fees.
• Prices exclude VAT, which is added in accordance with applicable law.
• Invoices are due within 30 days of issue unless agreed otherwise.
• We may suspend the service for late payment after written notice and at least 14 days to pay.

10. Service levels and support

We meet the availability and response times in the Service Level Agreement that applies to you. The service credits it sets out are the remedy for missing those levels, unless the Order Form says otherwise.

We announce scheduled maintenance in advance and publish the service status on our website.

11. Intellectual property

Ranen retains all intellectual property rights in the service, the website, the software and its marks. During your subscription we grant you a limited, non-exclusive, non-transferable licence to use the service for your organisation’s internal purposes. The Intellectual Property Statement describes these rights in detail.

12. Confidentiality

Each party will protect the other’s confidential information with at least the care it uses for its own, and use it only for the purposes of this relationship. This does not apply to information that is public or that must be disclosed by law.

13. Third-party services and systems

The service works with telecom providers, your own systems and third-party services you choose. We are not responsible for their availability or performance, and they are subject to their providers’ terms.

14. Term, termination and suspension

• Subscriptions run for the term in the Order Form and renew as it provides.
• Either party may terminate for a material breach by the other that is not cured within 30 days of written notice.
• We may suspend all or part of the service to prevent imminent harm to the service or others, or to comply with a legal order, and will tell you and restore the service once the cause is removed.
• Confidentiality, intellectual property, limitation of liability and dispute resolution survive termination.

15. Warranties

We will provide the service with reasonable professional care and as described in the Order Form. Otherwise, the service and website are provided “as is” to the extent permitted by law, and we do not warrant that they will be error-free or uninterrupted.

Content, figures, simulations and examples on the website are illustrative and do not guarantee any particular result.

16. Limitation of liability

To the extent permitted by law, neither party is liable for indirect or consequential damages, lost profits or loss of reputation.

Each party’s total liability is limited to the fees paid or payable by the Customer in the twelve months before the event. These limits do not apply to breaches of confidentiality, payment obligations or liability that cannot be limited by law.

17. Indemnities

The Customer will indemnify Ranen against claims arising from Customer content or from use of the service in breach of these terms or the law. Ranen will indemnify the Customer against claims that the service, as we provide it, infringes a third party’s intellectual property rights.

18. Force majeure

Neither party is in breach for a delay or failure caused by circumstances beyond its reasonable control, such as disasters, public telecom network outages or government decisions, provided it makes reasonable efforts to limit their effects.

19. Use of the website

The website lets you learn about Ranen, try interactive demos and request a demo. Using the website alone does not create a contract for the service. Personal data you send through the website is covered by our Privacy Policy.

20. Changes

We may update these terms from time to time and show the effective date above. We will notify customers of material changes 30 days before they take effect, and no change will override a signed Order Form during its current term.

21. Governing law and disputes

These terms are governed by the laws of the Kingdom of Saudi Arabia. The parties will try to settle any dispute amicably within 30 days of written notice; failing that, the courts of Riyadh have jurisdiction.

22. General

• The Customer may not assign its rights or obligations without our written consent.
• If any provision is found invalid, the rest remain in force.
• Formal notices are sent in writing to the address or email in the Order Form, and to us at [email protected].
• The Arabic text of these terms prevails over any translation.

23. Contact

For any question about these terms, email [email protected].