Enterprises Terms of Service

This section applies to companies and organisations (“the Enterprise Client”) that contract with Resal for enterprise services (“Enterprise Services”). This section supplements the General Terms and does not replace them.

  • “Service Level Agreement (SLA)”: the defined commitments regarding availability and performance levels.
  • “Production Environment”: the live infrastructure hosting the client’s services.
  • “Data Processor”: Resal, in its capacity as processor of personal data on behalf of the Enterprise Client.

1. Service Level Agreements

Resal commits to providing the following service levels to enterprise clients:

  • Availability rate: 99.9% on a monthly basis, excluding scheduled maintenance windows.
  • Initial response time: within four business hours for highest-priority (P1) incidents.
  • Resolution time: 24 hours for P1 incidents and 72 hours for P2 incidents.
  • Compensation for SLA breach: a service credit calculated at 10% of the monthly fees for every 0.1% of availability below the agreed level.

Service level agreements are reviewed annually or at the client’s request, and any amendment is documented in an addendum signed by both parties.

2. Enterprise Pricing and Payment Terms

Fees for enterprise services are subject to the prices set out in the service contract concluded with the client (the “Master Agreement”). The following terms apply unless the Master Agreement provides otherwise:

  • Billing is monthly in arrears, based on actual usage.
  • Invoices are payable within thirty (30) days from the date of issue.
  • A late payment penalty of 1.5% per month applies to overdue amounts after the grace period ends.
  • Resal is entitled to review prices once annually, up to a maximum of 10%, with sixty (60) days’ prior notice.

3. Data Processing and Security Governance

Resal acts as a data processor on behalf of the Enterprise Client under the following terms:

  • A Data Processing Agreement (DPA) is concluded as a mandatory addendum to the Master Agreement.
  • Resal grants the client the ability to conduct an annual audit or to request SOC 2 Type II reports.
  • All data processing operations are carried out within a specific geographical scope agreed between the parties in advance.
  • The client is notified immediately (within 72 hours) of any security breach that may affect its data.

4. Limitation of Liability and Jurisdiction for Enterprises

Resal’s maximum liability towards the Enterprise Client is limited to the total fees paid during the twelve (12) months preceding the incident giving rise to liability.

The following are excluded from this limit:

  • Damages arising from gross negligence or wilful misconduct on the part of Resal.
  • Breaches of confidentiality set out in non-disclosure agreements (NDAs).
  • Infringements of intellectual property rights.

This section is subject exclusively to the jurisdiction of the commercial courts in the city of Riyadh.