Effective July 6, 2026

Terms of Service

These Terms of Service govern access to and use of Spinek, including the Spinek website, ticketing system, customer experience platform, workflow tools, SLA features, integrations, knowledge base features, AI-assisted support capabilities, and related services.

1. About Spinek

Spinek is a customer experience and ticketing platform that helps organizations centralize, review, automate, and resolve customer requests.

Spinek may support:

Ticket management

Workflow automation

SLA tracking

Customer profile management

Manual request handling

Genesys call-related cases

WhatsApp and social media requests

External application tickets

Knowledge base content

AI-assisted agent support

Reporting and operational visibility

Tenant-based access control

The available features may depend on your subscription, contract, deployment model, configuration, and enabled integrations.

2. Eligibility and Authorized Use

Spinek is intended for business and organizational use.

You may use Spinek only if:

You are authorized by your organization

You comply with these Terms

You use the platform for lawful business purposes

You follow applicable security and access policies

You do not misuse the platform or attempt unauthorized access

Your organization is responsible for all activity performed through its tenant, accounts, users, integrations, and configurations.

3. Accounts and Access

To use Spinek, your organization may create user accounts for administrators, supervisors, agents, managers, or other authorized users.

You are responsible for:

Keeping login credentials secure

Using strong passwords where applicable

Not sharing accounts with unauthorized users

Immediately reporting suspected account misuse

Ensuring user permissions match business roles

Removing users who no longer need access

We may suspend or restrict access if we believe an account is being misused, compromised, or used in a way that may harm Spinek, other users, or customer data.

4. Customer Data

“Customer Data” means data uploaded, submitted, processed, generated, or stored through Spinek by or on behalf of your organization.

Customer Data may include:

Ticket content

Customer profile data

Comments and internal notes Attachments

Workflow history

SLA records

Agent activity

Audit logs

Knowledge base content

Integration data

Communication history

Your organization remains responsible for the accuracy, legality, quality, and use of Customer Data submitted to Spinek. Spinek will process Customer Data to provide, secure, support, maintain, and improve the services according to the applicable agreement, Privacy Policy, and customer configuration.

5. Privacy and Data Protection

Use of Spinek is also governed by our Privacy Policy.

Spinek may process personal data as part of ticketing, support, integrations, AI-assisted features, security monitoring, and platform operations. Personal data processing should be handled according to applicable data protection requirements, including Saudi PDPL where applicable. SDAIA describes PDPL as protecting individuals’ personal data and defining obligations for controllers.

Your organization is responsible for ensuring that it has the required notices, permissions, consents, or legal basis to collect and process personal data through Spinek.

6. Hosting and Data Residency

For Saudi Arabia deployments, Spinek can be hosted inside the Kingdom of Saudi Arabia using Saudi-based infrastructure or approved hosting environments, depending on the customer’s contract and deployment model.

This helps support:

KSA data residency requirements

Regional hosting preferences

Lower latency for Saudi users

Improved governance and operational control

CST-aligned hosting discussions

Enterprise security and compliance reviews

Final compliance depends on the selected hosting provider, deployment model, customer configuration, and applicable legal or regulatory obligations.

7. AI-Assisted Features

Spinek may include AI-assisted capabilities to help authorized users search knowledge base content, understand system usage, summarize information, or respond faster to customer inquiries.

When AI features are enabled, Spinek may process relevant ticket content, knowledge base content, customer inquiries, and operational data to provide assistance.

You agree not to use AI-assisted features to:

Generate unlawful, harmful, or misleading content

Process data that your organization is not authorized to use

Bypass approval, compliance, or review processes

Make fully automated decisions where human review is required

Upload sensitive data without proper authorization

AI-generated content should be reviewed by authorized users before being shared with customers or used for important business decisions.

8. Integrations and Third-Party Services

Spinek may integrate with third-party systems such as:

Genesys platforms

WhatsApp channels

Social media channels

External business applications

Identity providers

Notification services

Analytics or reporting tools

Your organization is responsible for approving, configuring, and managing integrations.

Third-party services may have their own terms, privacy policies, pricing, limitations, and availability. Spinek is not responsible for third-party systems outside our control.

9. Acceptable Use

You agree not to use Spinek to:

Violate any law or regulation

Upload illegal, harmful, abusive, or infringing content

Access data without authorization

Attempt to bypass security controls

Interfere with platform performance

Reverse engineer, copy, or misuse the platform

Upload malware or malicious code

Send spam or unauthorized communications

Misrepresent identity or business authority

Use the platform to harm customers, users, or third parties

We may suspend or terminate access if the platform is used in a way that creates security, legal, operational, or reputational risk.

10. Customer Responsibilities

Your organization is responsible for:

Managing users and permissions

Configuring workflows and SLAs correctly

Approving integrations and data flows

Ensuring ticket content is lawful and appropriate

Training users on proper platform usage

Managing customer notices and permissions

Maintaining accurate account and billing information

Reviewing AI-assisted outputs before use

Following internal security and compliance policies

Spinek provides the platform, but your organization controls how it is configured and used.

11. Service Availability and Support

Spinek aims to provide a reliable and secure service experience.

Support level, availability targets, response times, maintenance windows, and service credits, if any, are governed by the applicable contract or service-level agreement.

Unless a separate SLA is agreed, Spinek does not guarantee uninterrupted or error-free operation.

We may perform planned or emergency maintenance to improve security, reliability, performance, or functionality.

12. Security

Spinek applies technical and organizational measures designed to protect platform and customer data.

Security controls may include:

Tenant-based data separation

Role-based access control

Secure authentication

Encryption in transit

Encryption at rest where applicable

Audit logging Access monitoring

Backup and recovery controls

Infrastructure security

Application security practices

Incident response procedures

No digital system can be guaranteed to be completely secure. Your organization must also follow proper security practices, including access management, password protection, permission review, and user offboarding.

13. Intellectual Property

Spinek, including its software, design, interface, workflows, platform structure, branding, logos, documentation, and related materials, is owned by Spinek or its licensors.

You may not copy, modify, distribute, reverse engineer, resell, or create derivative works from Spinek unless expressly permitted in writing.

Your organization retains ownership of Customer Data submitted to the platform.

By using Spinek, you grant us the limited rights needed to host, process, display, secure, transmit, and support Customer Data for the purpose of providing the service.

14. Confidentiality

Both parties may receive confidential information, including business data, technical information, security details, product plans, customer records, pricing, and operational information.

Each party agrees to protect confidential information and use it only for the purpose of providing or receiving Spinek services.

Confidential information does not include information that is publicly available, already known without restriction, independently developed, or lawfully received from another source.

15. Beta, Trial, or Preview Features

Spinek may offer beta, trial, preview, or experimental features.

These features may be incomplete, changed, suspended, or removed at any time. They may not be covered by the same support, warranty, or availability commitments as production features.

Use of beta or preview features is at the customer’s discretion.

16. Suspension and Termination

We may suspend or terminate access to Spinek if:

Fees are not paid when due

The platform is misused

Security risk is detected

Legal or regulatory risk arises

The customer violates these Terms

Required information is inaccurate or incomplete

Continued access may harm Spinek, customers, or third parties

Upon termination, access to the platform may be disabled. Data export, deletion, or retention will be handled according to the applicable agreement, Privacy Policy, and retention procedures.

17. Disclaimers

Spinek is provided on an “as available” basis unless otherwise agreed in writing.

We do not guarantee that:

The service will be uninterrupted

All errors will be corrected immediately

The platform will meet every customer-specific requirement

Third-party integrations will always remain available

AI-assisted outputs will always be accurate or complete

Customers are responsible for reviewing platform outputs, configuring workflows correctly, and making final business decisions.

18. Limitation of Liability

To the maximum extent permitted by applicable law, Spinek will not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of revenue, loss of business opportunity, or loss of data.

Where liability cannot be excluded, Spinek’s total liability will be limited to the amount paid by the customer for the service during the period specified in the applicable contract.

19. Indemnity

Your organization agrees to defend and hold Spinek harmless from claims arising from:

Misuse of the platform

Unauthorized use of Customer Data

Violation of applicable laws

Customer-controlled integrations

Content uploaded by users

Breach of these Terms

Violation of third-party rights

This applies to the extent permitted by applicable law and subject to the applicable customer agreement.

20. Changes to the Service

We may improve, update, modify, or discontinue parts of Spinek from time to time.

We aim to avoid material disruption to customers, but some changes may be required for security, performance, legal, operational, or product improvement reasons.

21. Changes to These Terms

We may update these Terms from time to time.

When we make updates, we will revise the “Last Updated” date. For material changes, we may notify customers through appropriate channels.

Continued use of Spinek after changes become effective means acceptance of the updated Terms.

22. Governing Law and Dispute Resolution

Unless otherwise agreed in writing, these Terms are governed by the laws of the Kingdom of Saudi Arabia.

Any disputes will be handled by the competent courts or dispute resolution body in:

[Riyadh, Saudi Arabia]

Update this section according to your legal entity, customer contracts, and preferred jurisdiction.

Questions about Terms of Service?

Contact Spinek at sales-spinek@alasilaicx.sa for questions, requests, or concerns about this Privacy Policy or the way your information is handled.