Terms of service.

These terms govern your use of the services provided by Alliance Call Centre ("Alliance", "we", "us"), Office 2C-0237, Residence 1072, Al Muteena, Dubai, United Arab Emirates, and of the website alliancecallcentre.com.

By creating an account, starting a trial or signing an order form, you ("the client") accept these terms on behalf of the business you represent and confirm that you are authorised to do so. If you have signed a separate order form or master services agreement with us, its terms prevail where they differ from these.

Alliance provides infrastructure for contact centres, including:

• SIP trunking and voice connectivity through our carrier partners;
• call routing, queue routing and automatic failover between trunks and carriers;
• real-time monitoring of call quality (jitter, packet loss, latency, MOS) and alerts to your team in tools such as Slack or Microsoft Teams;
• call history, reports and, where enabled, call recording;
• integrations with dialers, contact centre platforms and CRMs.

The features available to you depend on your plan. We may improve or change features over time; we will not materially reduce the core service during a paid term without notice.

You are responsible for the accuracy of your account details, for keeping credentials secure, and for all activity under your account. Tell us immediately at info@alliancecallcentre.com if you suspect unauthorised access.

Free line audits and trials are offered for evaluation. They are provided as they are, may be limited in volume or duration, and may be ended at any time. Nothing is charged for a trial unless you choose a paid plan.

• Plans are priced per month in US dollars and include the call allowance shown on the pricing page or in your order form. Prices exclude VAT and other applicable taxes, which are added to the invoice.
• Calls above the included allowance, international termination and premium numbers may be charged at the rates in your order form.
• Fees are billed monthly in advance unless agreed otherwise and are due within 14 days of the invoice date.
• If payment is more than 30 days late, we may suspend the service after giving you written notice.
• We may change prices on 30 days' notice; the change applies from your next billing period.

You agree not to use the services, and not to let anyone else use them, to:

• make unsolicited or illegal marketing calls, robocalls or spam, or ignore do-not-call requests and applicable telemarketing rules in the UAE or the destination country;
• spoof caller ID or present numbers you are not entitled to use;
• commit fraud, including toll fraud, artificially inflated traffic or traffic pumping;
• harass, threaten or deceive anyone;
• record calls without the notices and consents the law requires;
• interfere with or attempt to gain unauthorised access to our network or other clients' accounts.

We may block traffic or suspend an account immediately if we reasonably believe it breaches this section or puts the network, our carriers or other clients at risk. Where possible we will contact you first.

• Hold the rights to the phone numbers you route through us and comply with the requirements of the Telecommunications and Digital Government Regulatory Authority and other regulators that apply to your calls.
• Give callers and agents the information and obtain the consents required for call recording and for any processing of their personal data.
• Provide equipment, networks and software on your side that meet our published technical requirements.
• Keep emergency calling arrangements in place. Our services are not intended to replace a dedicated emergency calling service unless agreed in writing.

We design our network for high availability and target 99.99% monthly uptime for the core voice service, measured by our operations centre. The service level commitment, any service credits and the exclusions that apply are set out in your order form or service level agreement.

Planned maintenance is announced in advance and scheduled outside peak hours where possible. Support response times depend on your plan, from email support on Starter to a named engineer on Scale.

Calls travel across networks of third-party carriers that we do not control. We are not responsible for failures of those networks, of the public internet or of your own systems, although we will reroute traffic where our service allows.

You own your data. We process call data and other personal data on your behalf only to provide the services, under the data processing terms that form part of this agreement and our Privacy policy. Call data stays in the region you choose.

Each party will keep the other's confidential information secret, use it only for the purposes of this agreement and protect it with at least reasonable care. This does not apply to information that is public, already known to the recipient, or that must be disclosed by law.

Alliance and its licensors own all rights in the services, software, documentation and this website. During your subscription we grant you a non-exclusive, non-transferable right to use the services for your internal business purposes. You may not copy, resell, reverse engineer or build a competing product from the services.

If you send us feedback, we may use it to improve the services without any obligation to you.

Monthly plans renew automatically each month until cancelled. Either party may cancel a monthly plan with 30 days' written notice. Fixed-term agreements run for the term stated in the order form.

Either party may terminate immediately if the other materially breaches these terms and does not fix the breach within 15 days of written notice. On termination you can export your call history and reports for 30 days, after which we delete your data, except where the law requires us to keep it.

We provide the services with reasonable skill and care. Except as stated in these terms or your order form, the services are provided without other warranties, express or implied, to the extent permitted by law.

Neither party is liable for indirect or consequential losses, or for lost profits, revenue or data, arising from this agreement. Each party's total liability in any 12-month period is limited to the fees paid or payable by the client for the services in that period. These limits do not apply to fraud, to liability that cannot be limited by law, or to the client's payment obligations and breaches of the acceptable use section.

You will compensate Alliance for claims by third parties arising from calls or content you send through the services in breach of these terms or the law.

These terms are governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates. The courts of Dubai have exclusive jurisdiction over any dispute, unless the parties agree in writing on another forum.

We may update these terms from time to time. We will notify clients of material changes at least 30 days before they take effect; continuing to use the services after that date means you accept the updated terms.