These terms govern the use of the EngageOps AI platform by business customers and their authorised users. They apply together with the order or agreement signed with the Operator, which prevails in case of conflict.
Scope of the service
EngageOps AI is a software-as-a-service platform for customer engagement: a shared team inbox for WhatsApp conversations, contacts, tickets, campaigns, automation, knowledge bases, governance tools and a simulated contact-center module, accessible at app.engageopsai.com (the "Service"). The Operator is شركة افاق الاتمتة لحلول البرمجية / ذات مسؤولية محدودة, Amman, Jordan.
Capabilities marked as pilot or planned on the website or in the application are offered as such. Simulated modules (for example the contact-center simulator) are clearly labelled in the application and do not place or receive real calls.
The Service is provided to businesses. It is not offered to consumers.
Business customer obligations
- Provide accurate organisation and contact details and keep them current.
- Hold the rights needed for the WhatsApp Business Account, phone numbers, brand assets and content connected to or uploaded into the workspace.
- Obtain and record any consent or opt-in the law and Meta's policies require before messaging people, and honour opt-outs.
- Give the people whose data is processed the notices the law requires, and answer their requests; the Operator assists as described in the Privacy Policy.
- Configure retention, roles, visibility and security settings appropriately for your organisation.
- Use the Service in compliance with the laws that apply to you, including telecommunications, consumer protection and data protection law.
Third-party integrations
The Service depends on third-party platforms, in particular the WhatsApp Business Platform operated by Meta. Meta decides whether a business account, phone number or message template is approved, what messaging limits apply and which fees it charges the business. The Operator does not control these decisions and is not responsible for delays, rejections, limits, outages or changes imposed by Meta or any other third party to the extent they are outside the Operator's reasonable control.
Connecting a WhatsApp Business Account grants the Service access to that account for the purpose of operating the workspace. You can disconnect the channel at any time in the application, which stops the Service from sending through it and from accepting notifications for it; see the data deletion page for what this does and does not do at Meta.
Optional integrations that the Operator may offer in the future (for example generative AI providers under keys you own, or a telephony carrier) are subject to the terms of those providers and are activated only at your request.
Accounts and access security
- Each user account is personal. Credentials must not be shared. Multi-factor authentication is mandatory for owner, administrator and other privileged roles and is strongly recommended for everyone.
- You are responsible for the actions taken through your users' accounts and for removing users who leave your organisation.
- Notify the Operator without delay of any suspected unauthorised access.
- The Operator may suspend credentials or sessions that show signs of compromise to protect the Service and other customers.
Customer data and intellectual property
You keep all rights in the data your organisation enters into or receives through the Service ("Customer Data"). You grant the Operator the licence necessary to host, process, transmit and display Customer Data in order to provide the Service, and for no other purpose.
The Operator and its licensors keep all rights in the Service, its software, design, documentation and trademarks. Fonts and open-source components are used under their respective licences. You receive a non-exclusive, non-transferable right to use the Service during the term of your agreement.
Suggestions you make about the Service may be used by the Operator without obligation; they never include Customer Data.
Confidentiality and data protection
Each party keeps the other's confidential information confidential and uses it only for the agreement. The processing of personal data is described in the Privacy Policy, which forms part of these terms. Where the law requires a separate data processing agreement, the parties sign one.
Service limitations
- The Service is in a pilot phase. Features may change, and modules labelled pilot or planned may be limited, suspended or withdrawn.
- Service levels, support hours and response times apply only if agreed in writing. Without such an agreement the Service is provided on a reasonable-efforts basis.
- Maintenance windows may cause short interruptions. The Operator aims to announce planned maintenance to workspace owners in advance.
- Message delivery depends on Meta and on the recipient's device and network; delivery is not guaranteed.
- Usage limits (messages, storage, automation runs, AI executions) protect the platform and may apply per workspace.
Suspension and termination
The Operator may suspend a workspace or a user, after notice where practicable, if it reasonably believes that the Service is being used in breach of these terms or of Meta's policies, that it creates a security risk, or that the law requires it. Suspension is lifted when the cause is resolved.
Either party may terminate the agreement as it provides. On termination the workspace is closed: its users lose access and their sessions end. Closure by itself neither disconnects the workspace's WhatsApp channels (a channel left connected keeps receiving notifications) nor deletes Customer Data, which remains stored: disconnect your channels in the application before closure, and submit a verified request for the deletion of the workspace data as described on the data deletion page; the Operator assesses each request individually, subject to the retention exceptions and the technical limits stated there. Before closure you can export your data with the tools in the application.
No fixed export window or deletion deadline applies after termination: export your data before the workspace is closed; links to export files expire 24 hours after they are generated. After closure no further export is possible, and deletion follows the process on the data deletion page.
Warranties and liability
The Service is provided as described in the documentation and with reasonable skill and care. To the extent permitted by law, the Operator gives no other warranty, in particular no warranty that the Service is uninterrupted or error-free, and is not liable for indirect or consequential loss, loss of profit, or loss caused by third-party platforms or networks outside the Operator's control, by your content or by your use of the Service in breach of these terms.
Each party remains liable for damage caused by its wilful misconduct or gross negligence, for death or personal injury caused by its negligence, and for any other liability that cannot be excluded or limited under the applicable law. Nothing in these terms limits the mandatory rights of a customer, and no fixed financial cap on liability applies unless agreed in the written agreement with the Operator.
Governing law and disputes
These terms are governed by the laws of the Hashemite Kingdom of Jordan. The competent courts of Amman have jurisdiction over disputes arising from them, subject to mandatory laws that confer jurisdiction elsewhere. These terms contain no arbitration clause. The parties try to resolve disagreements amicably first.
Changes to these terms
The Operator may update these terms. Changes are published on this page with a new version number and effective date, and workspace owners are informed of material changes by e-mail to their registered address before the changes apply. If you do not accept a material change, you may terminate the agreement before its effective date as the agreement provides; continued use after the effective date constitutes acceptance of the changed terms.
Contact
Operator: شركة افاق الاتمتة لحلول البرمجية / ذات مسؤولية محدودة, Al Thuraya Complex, 3rd Floor, Abu Nseir, Amman, Jordan. Registration number 80575, national establishment number 200211022.
Legal notices: [email protected].