https://www.scopesolutions.ae

Effective Date: 23 December 2024

These General Terms and Conditions (“Terms”) govern the relationship between Scope Solutions ME FZCO (“Scope”) and its clients (“Clients”). These Terms apply to all agreements entered into with Scope, including software and services agreements, unless otherwise expressly stated. In case of any discrepancies between these Terms and the specific provisions of a Software and Services Agreement, the terms of the Software and Services Agreement shall prevail.

1. Compliance with Laws

Both parties agree to comply with all applicable UAE laws and regulations, including Free Zone rules and international trade control and sanctions laws.

2. Confidentiality

2.1 Both parties agree to keep all non-public information exchanged under agreements confidential for 10 years following termination.

2.2 Confidentiality obligations do not apply to information:

  • Already in the public domain;
  • Disclosed due to legal obligations; or
  • Independently developed by the receiving party.

2.3 Upon termination, both parties shall return or destroy confidential information unless retention is required by law.

2.4 During termination or data export, both parties shall maintain confidentiality using industry-standard security measures, including encryption for all shared data.

3. Intellectual Property

3.1 Scope retains ownership of all pre-existing intellectual property, tools, and methodologies.

3.2 Scope also retains a perpetual license to reuse non-Client-specific customisations or configurations.

3.3 Customisations or configurations developed specifically for the Client will belong to the Client unless otherwise agreed in writing.

4. Data Protection

4.1 Scope complies with UAE Federal Decree Law No. 45 of 2021, including obligations for data processing, retention, and protection. Scope’s Privacy Policy, detailing how personal data is collected, processed, and stored, forms an integral part of these Terms and can be accessed at https://scopecloudsolutions.com/ae/privacy-policy.

4.2 Clients must ensure compliance with applicable data protection laws when sharing data.

4.3 International data transfers, if applicable, will comply with UAE regulations, and Scope will implement safeguards for secure data processing.

4.4 The Client shall indemnify Scope against liabilities arising from data breaches caused by the Client’s failure to follow security protocols.

5. Service Level Agreement (SLA)

5.1 Support Hours

  • Support is available Monday to Friday, 9:00 AM – 6:00 PM GST, excluding UAE public holidays.

5.2 Response Times

Priority Definition Response Time
Critical Complete outage impacting all users with no workaround 2 hours
High Major functionality impaired, workaround available 4 hours
Medium Partial functionality or minor issues affecting a subset of users 1 business day
Low General inquiries, minor bugs, or feature requests 2 business days

5.3 Exclusions

Scope is not responsible for delays or failures caused by factors beyond its control, including but not limited to:

  • Bugs, outages, or issues originating in third-party software systems;
  • Internet connectivity issues or infrastructure failures;
  • User errors or improper configuration of the software;
  • Force majeure events, as defined in these Terms.

Scope will act as an intermediary with third-party vendors to escalate and communicate the status of issues to the Client.

5.4 Updates

SLA terms are subject to periodic updates, with at least 30 days’ prior notice provided to the Client.

5.5 Performance Reporting
Scope will track SLA compliance and provide quarterly performance reports to the Client upon request.

6. Limitation of Liability

6.1 Scope’s liability is capped at 100% of the fees paid for the relevant services during the 12 months preceding the claim.

6.2 This cap applies cumulatively across all claims during the term of the Agreement, except for liabilities arising from:

  • Breaches of confidentiality;
  • Data protection obligations; or
  • Gross negligence.

6.3 Scope is not liable for indirect or consequential damages, including loss of profits or business.

7. Termination Obligations

7.1 Upon termination, the Client shall have 30 days to access the system for data export or subscription transfer. After this period, all access will cease.

7.2 Any deferred fees for unbilled implementation efforts will become payable upon termination.

7.3 Additional fees may apply for support provided during the post-termination access period.

8. Warranties and Representations

8.1 Scope warrants that it has the legal right to provide the Software Licences and Services.

8.2 The Client warrants that it will:

  • Use the software in compliance with applicable laws; and
  • Adhere to third-party software End-User Licence Agreements (EULAs).

9. Force Majeure

Neither party shall be liable for delays caused by events beyond their reasonable control, including acts of God, government actions, or third-party outages.

10. Governing Law and Jurisdiction

10.1 These Terms shall be governed by UAE laws.

10.2 Any disputes shall be resolved under the exclusive jurisdiction of the Abu Dhabi Global Market (ADGM) Courts.

Contact Information

Scope Solutions ME FZCO
Address: IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates
Email: [email protected]
Phone: +971 (0) 4549 0384