The following terms carry the meanings defined below throughout this agreement. Singular forms include the plural and vice versa where context requires it.

• “Arkan Cloud Connect”—Arkan"'s Cloud Session Border Controller as a Service (Cloud SBC-as-a-Service), powered by the Ribbon SBC SWE Edge platform, enabling Microsoft Teams Direct Routing, Zoom Phone BYOC, Genesys Cloud BYOC, and Five9 integration for enterprise customers.
• “Arkan "Wasel"—Arkan's CST-licensed, carrier-grade SIP trunking service providing enterprise PSTN/ISDN connectivity within the Kingdom of Saudi Arabia, delivered as a managed infrastructure layer.
• “Session Border Controller ("SBC)"—The network element responsible for signaling control, media relay, security enforcement, and protocol interworking between enterprise communication environments and PSTN or cloud platforms, in Arkan’s case implemented via the Ribbon SBC SWE Edge.
• “SIP Trunk”—A voice over IP connection using Session Initiation Protocol (SIP) to connect an enterprise PBX or UCaaS platform to the public switched telephone network (PSTN) via a licensed carrier.
• “Customer” — The organization or legal entity that has subscribed to one or more Arkan services and is bound by this agreement.
• “Service” — Any product, managed service, infrastructure component, or platform integration offered by Arkan under this agreement or any associated sales order.
• “CST”—The Communications, Space & Technology Commission, the regulatory authority governing telecommunications in the Kingdom of Saudi Arabia.
• “Uptime”—The percentage of time within a calendar month during which a service is accessible and operational as measured from Arkan’s infrastructure boundary.
• “Service Outage”—A confirmed, continuous interruption of a service lasting five (5) or more minutes, excluding scheduled maintenance windows and events outside Arkan’s reasonable control.
• “TLS” — Transport Layer Security (version 1.2 or 1.3), the protocol used for encrypted SIP signaling between customer environments and Arkan infrastructure.
• “SRTP”—Secure Real-time Transport Protocol, used for encrypted media transport. SRTP is supported and available as an optional configuration on Arkan Cloud Connect.
• “E.164” — The international standard for telephone number formatting. Numbers routed toward cloud platforms are formatted with a leading “+” (e.g., +966XXXXXXXXX); numbers routed toward Arkan proxies are formatted without a leading "+."

This agreement governs the Customer's acquisition and use of all services provided by Arkan Solutions LLC. Arkan operates as a telecommunications infrastructure layer—not as a platform vendor, software reseller, or end-user application provider. Arkan's role is to enable, structure, and operate the communication infrastructure upon which enterprise platforms depend.

2.1 Arkan Cloud Connect

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  a. Unless otherwise specified in the applicable sales order or service agreement, the initial term of this agreement is twelve (12) months from the service activation date.
• b. This agreement will automatically renew for successive periods equal to the initial term unless either party provides written notice of non-renewal at least thirty (30) calendar days prior to the end of the then-current term.
• c. Notice of non-renewal must be submitted to Arkan in writing via email to info@arkan.solutions or through the customer's designated account manager.
• d. Renewal is subject to the commercial terms in effect at the time of renewal, which may reflect adjustments notified to the Customer in accordance with Section 16 (Price Changes).
  
  

• a. Arkan will initiate service provisioning upon receipt of a signed sales order and confirmation of initial payment clearance. Provisioning timelines are specified in the applicable service agreement.
• b. The customer is responsible for providing accurate organizational and technical contact information at the time of onboarding, including primary technical contact details, billing contact, and a valid email address not hosted on services being provisioned.
• c. For services requiring number porting, CST-regulated number allocation, or DID provisioning, the Customer must supply all required documentation as specified by Arkan during onboarding. Delays caused by incomplete documentation are not attributable to Arkan.
• d. The Customer must maintain accurate and current contact information throughout the term of this agreement. Arkan bears no responsibility for service interruptions or missed communications arising from outdated customer contact records.
  
  

• a. Recurring service fees are due on the billing cycle established in the applicable sales order. Initial payment is due upon service activation.
• b. Accounts that are forty-five (45) calendar days past due will be subject to automatic service suspension without further notice. Restoration of suspended services is subject to a minimum reinstatement fee of SAR 500 or 10% of the applicable monthly service charge, whichever is greater.
• c. Arkan may charge one-time setup fees, recurring service fees, usage-based charges, and fees for optional or requested professional services, collectively referred to as "Service Fees."
• d. In the event that payment is not received from the Customer's designated payment method, the Customer agrees to settle all outstanding balances upon demand. Arkan reserves the right to charge an administrative fee for failed payment instruments.
• e. The Customer is responsible for all usage-related charges incurred under their account, including consumption arising from unauthorized access or compromise of the account.
• f. Arkan reserves the right to modify service fees with reasonable notice provided to the customer in accordance with Section 16.
• g. All fees are stated exclusive of applicable Saudi VAT. VAT will be applied at the prevailing rate in accordance with the VAT regulations of the Kingdom of Saudi Arabia.
  
  

The customer is responsible for maintaining a network environment that meets the technical prerequisites for each Arkan service. Failure to maintain these requirements may affect service quality and will not constitute an Arkan SLA breach.

Arkan's services are designed and operated to comply with the telecommunications regulatory framework of the Kingdom of Saudi Arabia as administered by the Communications, Space & Technology Commission (CST). Both parties bear independent obligations under this framework.

By subscribing to Arkan's services, the Customer acknowledges and agrees to comply with Arkan's Acceptable Use Policy (AUP), available at arkan.solutions/en/acceptable-use-policy, and Arkan's Privacy Policy, available at arkan.solutions/en/privacy-policy. Both policies are incorporated by reference into this agreement.

Third-party violations of the AUP conducted via the Customer's service account, IP addresses, or infrastructure will be treated as violations by the Customer.

Arkan operates a zero-tolerance policy for unsolicited bulk communications, including unsolicited email, SMS, voice messages, and fax transmissions. Accounts found to be engaged in spam activity will be terminated without notice.

Arkan's telephony services, including Arkan Cloud Connect and Arkan Wasel, are provisioned for legitimate enterprise business use. The following activities are prohibited:

• Illegal, obscene, threatening, harassing, defamatory, fraudulent, or invasive communications of any kind.
• Caller ID spoofing or the falsification of originating number information in SIP signaling headers.
• Auto-dialing, predictive dialing, or robocalling using automated systems without the prior written consent of Arkan and in compliance with applicable regulations.
• Sending unsolicited bulk voice messages, SMS, or fax transmissions.
• Permitting more than one registered legal entity to share a single SIP trunk allocation, except where explicitly authorized by Arkan in writing.
• Use of services in excess of volumes consistent with normal enterprise business operations, or in a manner that degrades service quality for other Arkan customers.
• International re-origination, grey-route call termination, or any traffic manipulation designed to circumvent regulated termination rates.
• Resale or sublicensing of Arkan's SIP trunking or SBC capacity to third parties without prior written authorization from Arkan.
• Circumventing or attempting to circumvent technical controls, security measures, or rate limits implemented within Arkan's infrastructure.
• Storing protected health information (PHI) or other regulated data categories on Arkan infrastructure on a non-transient basis, unless a specific data protection addendum is in place.

Arkan reserves the right to suspend services immediately upon detection of prohibited use, with or without prior notice, and to report violations to the relevant regulatory authorities.

• a. The customer is solely responsible for the data, configurations, and files residing within their provisioned services. Arkan is not liable for data loss resulting from customer actions, account compromise, or misconfiguration.
• b. Arkan may generate automated backups of shared hosted environments. Dedicated or customer-managed environments are not automatically backed up unless a backup service is explicitly included in the service agreement.
• c. In the event of data loss attributable to an Arkan infrastructure failure, Arkan will make reasonable commercial efforts to restore data from the most recent available backup at no charge. Data restoration requests resulting from customer-side errors or negligence are subject to a restoration fee of SAR 850 per incident.
• d. Call detail records (CDRs) and SIP signaling logs generated by Arkan's infrastructure are retained in accordance with CST regulatory retention requirements and Arkan's internal data governance policies. Customers may request access to their CDRs through the Arkan support portal.
• e. Arkan processes customer data in accordance with its Privacy Policy and applicable Saudi data protection regulations. Arkan does not sell, transfer, or disclose customer data to third parties except as required by law, regulation, or as necessary to deliver the contracted services.

• a. All intellectual property rights in Arkan's platforms, infrastructure, documentation, and proprietary tools remain the exclusive property of Arkan Solutions LLC or its licensed technology partners.
• b. The Customer is granted a non-exclusive, non-transferable, limited right to use the services as specified in this agreement and the applicable sales order. No intellectual property rights are transferred to the Customer under this agreement.
• c. The Customer must not reverse engineer, decompile, disassemble, or attempt to derive the source code of any Arkan platform or licensed product, except to the extent expressly permitted by applicable law.
• d. The Customer must not remove, modify, or obscure any proprietary notices, trademarks, or labels within Arkan's systems or documentation.
• e. Third-party software, platforms, and components integrated with Arkan's services (including but not limited to Ribbon Communications, Microsoft, Zoom Video Communications, Genesys, Five9, and 3CX) are subject to their respective intellectual property and licensing terms.
  
  

IP addresses assigned by Arkan in connection with the provisioned services remain the property of Arkan at all times and are not portable. The Customer holds no transferable rights to any IP address allocated by Arkan. Arkan may reassign, modify, or revoke IP address allocations at any time in its reasonable discretion, with reasonable notice provided where operationally feasible.

Telephone numbers, including Saudi DIDs and international numbers, provisioned through Arkan Wasel or Arkan Cloud Connect are allocated in compliance with CST regulations and remain subject to CST number allocation rules. The Customer may retain numbers subject to applicable number portability regulations.

Where Arkan procures third-party software licenses on the Customer's behalf—including but not limited to Microsoft 365, Zoom Phone, Genesys Cloud, Five9, and 3CX—those licenses are subject to the terms and pricing of the respective software manufacturer.

Price adjustments imposed by software manufacturers will be passed through to the customer and will be notified in advance. Continued use of the service following notification constitutes acceptance of the adjusted licensing terms.

• a. Arkan reserves the right to cancel service accounts at any time in the event of material breach of this agreement, regulatory non-compliance, or non-payment.
• b. The Customer may cancel services by providing written notice as specified in Section 3. Cancellation does not relieve the Customer of payment obligations for the remaining committed term, unless otherwise agreed in writing.
• c. Setup fees and first-period service fees are non-refundable.
• d. Following the initial thirty (30) days of service, the Customer is committed to the remaining contracted term. Arkan does not pro-rate refunds for unused service periods. Customers may continue using the service for the full paid period regardless of cancellation intent.
• e. Number porting-out requests are subject to CST regulations and Arkan's number management procedures. Porting requests should be submitted with a minimum of thirty (30) business days' notice.

• Arkan provides services on a commercially reasonable efforts basis. Arkan makes no warranties, express or implied, beyond those explicitly stated in this agreement, including no implied warranty of merchantability or fitness for a particular purpose. The Customer acknowledges that telecommunications services are inherently subject to variability based on network conditions, third-party platform availability, and regulatory changes. Arkan does not warrant uninterrupted or error-free service. For services where Arkan offers SLA credits, such credits represent the Customer's sole and exclusive remedy for service interruptions under this agreement, except where direct, proven damages are recoverable under applicable law up to the limits specified in Section 18.

Arkan provides services on a commercially reasonable efforts basis. Arkan makes no warranties, express or implied, beyond those explicitly stated in this agreement, including no implied warranty of merchantability or fitness for a particular purpose.

The Customer acknowledges that telecommunications services are inherently subject to variability based on network conditions, third-party platform availability, and regulatory changes. Arkan does not warrant uninterrupted or error-free service.

For services where Arkan offers SLA credits, such credits represent the Customer's sole and exclusive remedy for service interruptions under this agreement, except where direct, proven damages are recoverable under applicable law up to the limits specified in Section 18.

To the maximum extent permitted by applicable law, Arkan's total liability to the Customer for any claim arising from or related to this agreement—whether in contract, tort, or otherwise—shall be limited to the lesser of:

• The total service fees actually paid by the Customer to Arkan in the three (3) calendar months immediately preceding the date on which the claim arose;
• Direct, proven damages; or
• SAR 5,000 (five thousand Saudi Riyals).

In no event shall Arkan or its affiliates, directors, officers, employees, or agents be liable for indirect, consequential, incidental, exemplary, punitive, or special damages, including but not limited to lost profits, loss of data, or business interruption, regardless of whether Arkan has been advised of the possibility of such loss.

The customer agrees to defend, indemnify, and hold harmless Arkan Solutions LLC, its affiliates, officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses—including reasonable legal fees—arising from or related to:

• The Customer's use or misuse of Arkan's services;
• Any breach of this agreement or Arkan's Acceptable Use Policy by the Customer;
• Any violation of applicable law or regulation by the Customer;
• Third-party claims arising from content transmitted through Arkan's services by the Customer;
• Infringement of intellectual property rights by the Customer using Arkan's services.

The indemnification obligations in this section survive the termination or expiration of this agreement.

Neither party shall be liable for delays or failures in performance resulting from causes beyond its reasonable control, including but not limited to acts of war, natural disasters, governmental actions, national emergencies, telecommunications infrastructure failures outside the party's network, or widespread internet disruptions not caused by the party's own actions.

The affected party must provide prompt written notice of the force majeure event and use reasonable commercial efforts to restore normal operations. If a force majeure event prevents Arkan from delivering the contracted service for a continuous period of thirty (30) or more days, the Customer may terminate the affected service without financial penalty, with no further liability on Arkan's part beyond the return of any prepaid fees attributable to the undelivered period.

This agreement and the rights of the parties herein shall be governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia, without regard to its conflict of laws principles.

Any dispute arising from or relating to this agreement that cannot be resolved through good-faith negotiation between the parties shall be referred to the competent judicial or regulatory authority in the Kingdom of Saudi Arabia, or to binding arbitration in accordance with applicable Saudi arbitration regulations, as agreed between the parties in writing at the time the dispute arises.

The Customer is responsible for maintaining accurate and current contact information on their Arkan account throughout the term of this agreement. Arkan bears no responsibility for missed communications or service disruptions arising from outdated customer contact records.

Notices from Arkan to the Customer will be delivered via email to the address registered on the Customer's account. Email notice is deemed effective upon transmission to the registered address, regardless of the customer's actual receipt.

Notices from the Customer to Arkan must be submitted via email to info@arkan.solutions or through the Customer's designated account manager. Notices are effective upon written acknowledgment by Arkan.