SourceIQ legal terms

Version 1.0 · Effective 4 November 2026 · Applies to sourceiq.bid, the SourceIQ web and mobile applications, Nova, the SourceIQ connectors and all related services.

Draft for review by qualified counsel in the UAE. Items in [brackets] are still to be confirmed.

Contents: 1. Terms of Service · 2. Acceptable Use Policy · 3. AI and Nova Terms · 4. Data, Benchmarking and GPO Terms · 5. Supplier Terms · 6. Privacy Policy · 7. Data Processing Addendum · 8. Subprocessors · 9. Cookie Notice · 10. Service Levels and Support

1. Terms of Service

1.1 The agreement

1.1.1 These Terms of Service, together with the documents referred to in them (the Acceptable Use Policy, the AI and Nova Terms, the Data, Benchmarking and GPO Terms, the Supplier Terms where relevant, the Privacy Policy, the Data Processing Addendum, any Order Form and any plan description on our website) form a binding agreement (the Agreement) between Splash Procurement by MPJB LLC, trading as SourceIQ, a limited liability company licensed by Sharjah Media City (Shams) Free Zone, United Arab Emirates, with licence number 1906709.01 and its registered address at Sharjah Media City (Shams), Sharjah, United Arab Emirates (SourceIQ, we, us) and the company or organisation that registers for or uses the Services (the Customer, you). 1.1.2 By clicking to accept, by signing an Order Form, or by accessing or using the Services, you agree to the Agreement. If you accept on behalf of an organisation, you confirm that you have authority to bind it. If you do not have authority or do not agree, do not use the Services. 1.1.3 If there is a conflict, the order of precedence is: (a) a signed Order Form, (b) the Data Processing Addendum for personal data matters, (c) these Terms of Service, (d) the other policies. 1.1.4 The Services are provided for business purposes only. They are not offered to consumers.

1.2 Definitions

Account: the Customer's access to the Services, including all User logins. Aggregated Data: data combined from several customers or sources so that no individual customer, user or supplier price can be identified. AI Features: Nova and any other feature that uses machine learning or large language models. Customer Data: data that the Customer or its Users upload or enter into the Services, including purchase records, prices, specifications, documents and messages. De identified Data: Customer Data from which identifying elements have been removed or replaced so that it cannot reasonably be linked to the Customer or a natural person. GPO: a group purchasing organisation or buying group operated by or with SourceIQ or its partners. Order Form: an ordering document, quotation, online checkout or plan selection that references these Terms. Output: content produced by AI Features. Services: the SourceIQ platform, websites, mobile apps, Nova, connectors, APIs, support and related services. Supplier or Vendor: a business that supplies goods or services to Customers through or in connection with the Services. Usage Data: technical and usage information generated by use of the Services (logs, events, device and browser data, feature use, performance data). User: an individual authorised by the Customer to use the Services.

1.3 Accounts and Users

1.3.1 You are responsible for all activity under your Account and for your Users' compliance with the Agreement. Actions taken by a User, by an integration you enable, or by Nova under settings you or your Users configured are treated as your actions. 1.3.2 Keep credentials confidential. Each login is for one named User and may not be shared. Notify us without delay at support@sourceiq.bid of any unauthorised access. 1.3.3 You must provide accurate registration information and keep it up to date, including company details, authorised signatories and billing contacts. 1.3.4 We may verify your identity and business details, and may refuse or close an Account where information is false or verification fails.

1.4 Plans, usage limits and fair use

1.4.1 The features, number of Users, events, actions, discovery runs, storage, integrations and other limits of each plan are described on our pricing page or in your Order Form (the Usage Limits). Nova actions, discovery runs, API calls, messages and storage are measured by our systems, and our records are conclusive unless shown to be manifestly wrong. 1.4.2 If you exceed the Usage Limits, we may (a) notify you, (b) throttle or pause the relevant feature until the next period, (c) charge for additional usage at the then current rates, or (d) require an upgrade. Plans described as unlimited or fair use are subject to reasonable use consistent with normal business use of a customer of similar size; automated, bulk or abnormal use may be limited. 1.4.3 Free plans, pilots, trials and beta features are provided as is, may be changed or withdrawn at any time, may have lower limits and no service levels, and may be deleted after the trial ends. 1.4.4 We may set technical limits (rate limits, file sizes, batch sizes, retention periods) to protect the Services for all customers.

1.5 Fees, invoicing and taxes

1.5.1 You will pay the fees in the Order Form or the plan you select. Unless stated otherwise, fees are billed annually in advance, in USD or AED, and are non cancellable and non refundable, except as expressly provided in the Agreement or required by law. 1.5.2 Fees exclude VAT and other taxes, which you will pay in addition where applicable. If you must withhold tax, you will gross up the payment so that we receive the full amount. 1.5.3 Invoices are due within 30 days of the invoice date unless stated otherwise. Late amounts bear interest at 1% per month or the maximum allowed by law, whichever is lower, and we may suspend the Services after 15 days' notice of non payment. 1.5.4 Savings guarantee, success fee, rebate share or other performance based fees are calculated on the method described in the Order Form and on the data in the Services. Our calculation is final unless you dispute it in writing with supporting evidence within 30 days of the statement. 1.5.5 We may change prices on renewal with at least 30 days' notice. Usage based and add on prices may change with 30 days' notice. 1.5.6 Subscriptions renew automatically for the same period unless either party gives notice of non renewal at least 30 days before the end of the current period.

1.6 Customer Data

1.6.1 As between the parties, you own Customer Data. You grant SourceIQ, its affiliates and subprocessors a worldwide, non exclusive, royalty free licence to host, copy, process, transmit, analyse, display and otherwise use Customer Data to provide, secure, support, maintain and improve the Services, to comply with law, and as described in the Data, Benchmarking and GPO Terms and the AI and Nova Terms. 1.6.2 You are responsible for the accuracy, quality and legality of Customer Data and for having all rights, notices and consents needed for us to process it as described in the Agreement, including personal data of your employees, suppliers and contacts. 1.6.3 You will not upload data you are not permitted to share, including data subject to confidentiality obligations to third parties, unless you have the right to do so.

1.7 Suppliers and transactions

1.7.1 The Services help you run sourcing events, place orders and manage suppliers. Contracts for goods and services are between you and the Supplier. SourceIQ is not a party to them, is not a seller, buyer, agent or broker for either party unless expressly agreed in writing, and is not responsible for Supplier performance, quality, delivery, pricing, compliance, payment or disputes. 1.7.2 Supplier information, ratings, scores, risk flags, pre qualification results and discovery results are provided for information. You are responsible for your own due diligence and decisions. 1.7.3 Where we or a GPO receive rebates, fees or commissions from Suppliers in connection with your purchases, this is permitted under the Agreement and is described in the Data, Benchmarking and GPO Terms or your Order Form.

1.8 Integrations and third party services

1.8.1 You may connect third party services, such as ERP or CRM systems (for example Zoho), email, WhatsApp, payment providers, Claude or ChatGPT. Your use of those services is governed by their terms. You authorise us to exchange data with them as needed to run the integration. 1.8.2 We are not responsible for third party services, their availability, security or changes, and we may stop supporting an integration if the third party changes its service or terms.

1.9 Communications

1.9.1 You consent to receive service communications from us by email, in app notification, SMS and WhatsApp, including invitations, reminders, approvals, alerts, statements, security notices and changes to the Agreement. 1.9.2 You authorise us to send communications to Suppliers and Users on your behalf when you or Nova invite, remind, chase, award or message them through the Services. You are responsible for the content you instruct to be sent. 1.9.3 We may send you product updates and offers. You can opt out of marketing messages at any time; service messages cannot be turned off while you use the Services.

1.10 Security

1.10.1 We maintain administrative, technical and physical safeguards appropriate to the nature of the data, including encryption in transit, access controls, row level security, logging and backups, as described in the Data Processing Addendum. 1.10.2 No system is completely secure. You are responsible for securing your devices, Users, passwords and integrations, and for configuring roles, approval limits and Nova settings appropriately. 1.10.3 We may monitor use of the Services for security, abuse, fraud, performance and compliance with the Agreement.

1.11 Confidentiality

1.11.1 Each party will protect the other's Confidential Information with at least reasonable care, use it only for the Agreement and disclose it only to personnel, advisers, affiliates and subprocessors who need to know and are bound by similar obligations. This does not apply to information that is public, already known, independently developed or received lawfully from a third party, or that must be disclosed by law. 1.11.2 Supplier bid prices are kept confidential from other Suppliers. Aggregated Data and De identified Data are not your Confidential Information.

1.12 Intellectual property

1.12.1 SourceIQ and its licensors own the Services, software, models, prompts, workflows, designs, documentation, Aggregated Data, De identified Data, indices (including the Source Index), benchmarks, analytics and all improvements, including those based on feedback or usage. 1.12.2 Subject to payment and the Agreement, we grant you a non exclusive, non transferable right for your Users to use the Services during the subscription for your internal business purposes. 1.12.3 You grant us a perpetual, irrevocable, royalty free right to use any feedback, suggestions or ideas you provide, without obligation. 1.12.4 You may not copy, modify, reverse engineer, decompile, scrape, frame, resell, sublicense or build a competing product from the Services, or remove proprietary notices.

1.13 Warranties and disclaimers

1.13.1 We will provide the Services with reasonable skill and care, substantially as described in the documentation. 1.13.2 Except as expressly stated, the Services, AI Features, Outputs, benchmarks, indices, savings estimates, supplier data and discovery results are provided as is and as available. To the maximum extent permitted by law, we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose, accuracy, non infringement and uninterrupted or error free operation. 1.13.3 Savings, benchmarks, price indices and forecasts are estimates based on available data. We do not guarantee any level of savings unless a savings guarantee is expressly set out in an Order Form, in which case only that remedy applies.

1.14 Limitation of liability

1.14.1 Neither party is liable for indirect, incidental, special, consequential or punitive loss, or for loss of profits, revenue, savings, goodwill, data or business opportunity, however arising. 1.14.2 Each party's total liability arising out of or in connection with the Agreement in any 12 month period is limited to the fees paid or payable by the Customer for the Services in the 12 months before the event giving rise to the claim. For free plans, our total liability is limited to USD 100. 1.14.3 These limits do not apply to the Customer's payment obligations, to a party's indemnity obligations, to breach of the Acceptable Use Policy, or to liability that cannot be limited by law.

1.15 Indemnities

1.15.1 You will defend and indemnify SourceIQ, its affiliates, officers and employees against claims, losses and costs arising from Customer Data, your Users' or your integrations' use of the Services, your dealings with Suppliers, actions taken under your Nova settings, or your breach of the Agreement or of law. 1.15.2 We will defend you against a third party claim that the Services, as provided by us, infringe that party's intellectual property rights, and pay damages finally awarded, provided you notify us promptly, give us control of the defence and cooperate. This does not apply to claims arising from Customer Data, Outputs, third party services, combinations not provided by us, or use in breach of the Agreement. We may modify the Services, obtain a licence, or terminate and refund prepaid unused fees.

1.16 Suspension

We may suspend Users, features or the Account immediately if we reasonably believe there is a security risk, unlawful use, breach of the Acceptable Use Policy, non payment after notice, or a risk to the Services or other customers. We will restore access once the issue is resolved.

1.17 Term, termination and data

1.17.1 The Agreement lasts for the subscription period and any renewals. Either party may terminate for material breach not cured within 30 days of written notice, or immediately if the other party becomes insolvent. 1.17.2 On termination, your right to use the Services ends and all unpaid fees become due. For 30 days after termination you may request an export of Customer Data in a standard format; after that we may delete Customer Data, except for backups that are overwritten in the normal cycle, data we must keep by law, and Aggregated Data and De identified Data, which we may keep and use indefinitely. 1.17.3 Sections on fees owed, Customer Data licence for retained data, Aggregated and De identified Data, intellectual property, confidentiality, disclaimers, limitation of liability, indemnities and governing law survive termination.

1.18 Changes

1.18.1 We may update the Services from time to time. We will not materially reduce core functionality of a paid plan during a paid period. 1.18.2 We may update the Agreement. For material changes we will give at least 30 days' notice by email or in the Services. Changes apply from the next login after the effective date or the next renewal, whichever is earlier. If you do not agree, you may stop using the Services and, for a material adverse change to a paid plan, terminate and receive a pro rata refund of prepaid unused fees.

1.19 Governing law and disputes

1.19.1 The Agreement is governed by the laws of the Emirate of Sharjah and the federal laws of the United Arab Emirates [to be confirmed by counsel]. 1.19.2 The parties will try to resolve disputes through good faith discussion between senior representatives for 30 days. Unresolved disputes will be finally resolved by arbitration under the rules of the Sharjah International Commercial Arbitration Centre (Tahkeem), seated in Sharjah, in English, by one arbitrator [to be confirmed by counsel]. Either party may seek urgent injunctive relief in any competent court.

1.20 General

Assignment: you may not assign the Agreement without our consent; we may assign it to an affiliate or in a merger, acquisition or sale of assets. Force majeure: neither party is liable for delay caused by events beyond reasonable control. Subcontractors: we may use subcontractors and subprocessors and remain responsible for them. Notices: to us at support@sourceiq.bid; to you at the account owner's email. Independent contractors; no third party beneficiaries; no waiver; severability; entire agreement. Language: these terms are written in English; any translation is for convenience and the English version prevails. Publicity: we may name you as a customer and show your logo, unless you ask us not to in writing. Export and sanctions: you will not use the Services in breach of applicable sanctions or export laws.

2. Acceptable Use Policy

You and your Users must not, and must not allow others to: 1. Break any law, including competition law, anti bribery law, sanctions, data protection and consumer protection law. 2. Use the Services to coordinate prices, allocate markets or exchange competitively sensitive information between competitors, except within a lawful GPO structure operated by SourceIQ. 3. Upload malicious code, probe or test vulnerabilities, bypass security or rate limits, or access data you are not authorised to access. 4. Scrape, crawl, bulk export or systematically extract data, prices, supplier lists or benchmarks, except through features we provide for that purpose. 5. Use Supplier information obtained through the Services to contact Suppliers outside the Services for the purpose of avoiding fees, rebates or GPO arrangements during the subscription and for 12 months after. 6. Send spam or unsolicited messages, misrepresent identity, or use the Services to harass any person. 7. Use AI Features to create unlawful, deceptive, defamatory or harmful content, or to make decisions with legal or similarly significant effects on individuals without human review. 8. Resell, sublicense or provide the Services to third parties, or use them to build a competing product or benchmark for publication. 9. Interfere with the Services or other customers' use of them.

We may investigate suspected breaches, remove content, suspend Users and cooperate with authorities.

3. AI and Nova Terms

3.1 What Nova is

Nova is the AI agent in SourceIQ. It can answer questions, search the catalogue, draft and run sourcing events, suggest and invite Suppliers, discover new Suppliers on the internet, send reminders and messages, compare bids, draft purchase orders, suggest reorders, help with support, and act under the Autopilot settings you choose.

3.2 Your control and responsibility

3.2.1 Nova acts within the permissions of the User who instructs it and within the Autopilot settings configured for your Account. Actions marked "Nova does it" are carried out without further confirmation. Actions marked "Ask me first" require confirmation. Purchase orders created by Nova are drafts until approved through your approval process. 3.2.2 Actions taken by Nova at a User's request or under your Autopilot settings are your actions and your responsibility, including messages sent to Suppliers, invitations, reminders and changes to records. 3.2.3 You are responsible for reviewing Outputs before relying on them, especially for awards, prices, contracts, compliance, payments and decisions that affect individuals.

3.3 Accuracy

AI Outputs may be inaccurate, incomplete, out of date or inappropriate. Supplier discovery relies on public internet sources that we do not control. Outputs are not professional, legal, tax or financial advice.

3.4 AI providers and data

3.4.1 AI Features use third party model providers listed in the Subprocessors section (currently Anthropic and, where selected, OpenAI). We send them only the data needed to perform the requested task. 3.4.2 Under our agreements with these providers, data sent through their commercial APIs is not used to train their models by default. Providers may retain data for a limited period for abuse and safety monitoring under their terms. Zero data retention arrangements may be available for enterprise plans on request. 3.4.3 We may use prompts, Outputs, feedback, ratings, corrections and Usage Data relating to AI Features, in De identified or Aggregated form, to evaluate, secure and improve Nova and the Services, including by building prompts, rules, playbooks, evaluation sets and features. We do not sell Customer Data. 3.4.4 You may switch AI Features off, choose the provider where offered, and restrict Autopilot steps in your settings. Some features will not work without AI Features.

3.5 Support and automatic fixes

3.5.1 Support requests, captured errors, diagnostics and the steps Nova takes are stored as support records. 3.5.2 You authorise Nova and SourceIQ staff to inspect your Account data as needed to diagnose and fix problems, and to apply fixes through approved playbooks or, where you or SourceIQ choose "Fix with AI", through tested repairs that are logged and reviewed. Data repairs are tested before they are applied.

3.6 Usage

Nova actions, discovery runs and messages count towards your Usage Limits. We may limit AI usage that is abnormal or harmful.

4. Data, Benchmarking and GPO Terms

4.1 Why this matters

SourceIQ's value comes from combining purchasing data across many buyers: price benchmarks, the Source Index, savings measurement, supplier performance and the buying power of the GPO. By using the Services you agree that we may use your data in the following ways.

4.2 Aggregated and De identified Data

4.2.1 We may create Aggregated Data and De identified Data from Customer Data and Usage Data, including prices, quantities, specifications, categories, supplier performance, response rates, cycle times and savings. 4.2.2 We may use, combine, analyse, publish, commercialise and share Aggregated Data and De identified Data for any lawful purpose, during and after the Agreement, including: price indices and benchmarks (such as the Source Index and cost benchmarks by star rating, operator and package), market reports, supplier scorecards and network statistics (such as likelihood to respond), negotiations with Suppliers on behalf of GPO members, product improvement, and AI improvement. 4.2.3 We will not disclose your identity together with your specific prices to other customers or Suppliers without your consent, and we apply minimum group sizes before publishing benchmarks.

4.3 GPO participation

4.3.1 If you are a member of a GPO operated by or with SourceIQ, you authorise SourceIQ and the GPO to: share your purchase volumes, forecasts, categories and specifications with Suppliers in aggregated or identified form as needed to negotiate and administer programme agreements; verify your purchases against programme prices; audit invoices; and receive information from Suppliers about your purchases. 4.3.2 SourceIQ, the GPO or their partners may receive rebates, administration fees, marketing funds or other payments from Suppliers based on members' purchases. These payments belong to their recipient unless your Order Form provides for a share to you. 4.3.3 Programme prices and terms are confidential to members and may not be shared with non members. 4.3.4 You will use reasonable efforts to buy programme items from programme Suppliers where you have committed to do so in your Order Form.

4.4 Supplier data and network data

Information about Suppliers, including bids, response history, performance, documents, certifications and ratings, may be used across the SourceIQ network in Aggregated or De identified form, and in identified form for pre qualification, scorecards and risk flags visible to customers who work with that Supplier.

4.5 Data you provide about others

You confirm that you may provide personal data of your employees and Supplier contacts for these purposes, and that you have given any notices required by law.

5. Supplier Terms

These terms apply to Suppliers and distributors that register for or use the Services, in addition to the Terms of Service. 1. Free use. Core supplier features are free unless a paid supplier plan is agreed. 2. Invitations and bids. Bids submitted through the Services are offers to the inviting customer on the terms of the event, valid for the period stated. You are responsible for accuracy, including prices, units, pack sizes, lead times, VAT and Incoterms. 3. Confidentiality. Your prices are not shown to other Suppliers. After an event closes we may show you your rank and the gap to the best price in bands, never competitor names or prices. 4. Pre qualification and documents. You will keep company information, licences, certificates and insurance up to date. Customers may rely on them. We may verify them and screen against sanctions and adverse media lists. 5. Performance data. Delivery, quality, invoice accuracy, response rates and ratings may be shown to customers you work with and used in Aggregated form across the network. 6. Discovery and outreach. If we or Nova found your business through public sources and invited you, we used business contact details published by you. You can ask us to stop contacting you at any time by replying STOP or writing to support@sourceiq.bid. 7. GPO programmes. Where you join a GPO programme, rebates and fees are as set out in your programme agreement, and you authorise us to receive and verify purchase data for the programme. 8. Non circumvention. You will not use the Services to obtain customer leads and then avoid programme rebates or fees agreed with SourceIQ or a GPO. 9. Distributor referrals. Referral rebates are calculated on the gross rebate as set out in the referral programme and are paid only for converted customers that were not already in the GPO.

6. Privacy Policy

6.1 Who we are

Splash Procurement by MPJB LLC (trading as SourceIQ) is the controller of personal data processed for its own purposes (website, accounts, billing, marketing, security, network analytics). For personal data within Customer Data, the Customer is the controller and SourceIQ is a processor, as set out in the Data Processing Addendum. Contact: support@sourceiq.bid.

6.2 What we collect

Account and contact data (name, email, phone, job title, company); authentication data; business data you enter; communications and support records; usage and device data (IP address, browser, device, pages, actions, errors); location at country or city level; payment and billing data; data about Supplier contacts from public business sources; data from integrations you connect.

6.3 How we use it

To provide and secure the Services; to authenticate Users; to send service messages, invitations and reminders; to provide support and fix problems; to run AI Features; to measure savings and performance; to create Aggregated and De identified Data; to discover and invite Suppliers; to bill; to market our services to business contacts (with opt out); to comply with law; to prevent fraud and abuse; to improve the Services.

6.4 Legal bases

Performance of a contract, legitimate interests (running and improving a business to business platform, security, network benchmarks, Supplier discovery using business contact details), consent where required (for example certain marketing and WhatsApp messages), and legal obligations.

6.5 Sharing

With our subprocessors (see section 8); with Suppliers and customers as needed for transactions you initiate; with GPO partners as described in section 4; with professional advisers; with authorities where required by law; with a buyer or successor in a corporate transaction. We do not sell personal data.

6.6 International transfers

Data may be processed outside the UAE and Saudi Arabia, including in the European Union and the United States, by us and our subprocessors. We use contractual and organisational safeguards as required by applicable law, including the UAE Personal Data Protection Law and the Saudi Personal Data Protection Law where they apply.

6.7 Retention

Account data while the Account is active and for up to 6 years after for legal, tax and dispute purposes; support records for 3 years; security logs for 12 months; Aggregated and De identified Data indefinitely.

6.8 Your rights

Depending on applicable law, you may request access, correction, deletion, restriction, objection, portability and withdrawal of consent. Requests about Customer Data should be made to the Customer that controls it. Contact support@sourceiq.bid. You may complain to the competent data protection authority.

6.9 Security

See section 7.4.

6.10 Changes

We may update this policy and will notify material changes.

7. Data Processing Addendum

7.1 Roles. For personal data in Customer Data, the Customer is controller and SourceIQ is processor. SourceIQ processes it only on documented instructions, which are the Agreement and the Customer's use and configuration of the Services, including Nova settings. 7.2 Details. Subject matter: provision of the Services. Duration: the term plus the export period. Nature and purpose: hosting, processing, analysis, AI assistance, communications, support. Data subjects: Customer employees and Users, Supplier contacts, other contacts in Customer Data. Categories: identification and contact data, job data, communications, transaction data. No special category data is intended; the Customer will not upload it unless agreed. 7.3 Personnel. Persons authorised to process personal data are bound by confidentiality. 7.4 Security measures. Encryption in transit (TLS) and at rest at the hosting provider; role based access and row level security; least privilege for staff; secrets in a managed vault; audit logs of changes and Nova actions; backups; vulnerability management; separation of customer data by tenant; incident response procedure. 7.5 Subprocessors. The Customer gives general authorisation to the subprocessors in section 8. We will notify changes at least 14 days in advance by updating the list and, for paid plans, by email; the Customer may object on reasonable data protection grounds, and if we cannot resolve the objection, terminate the affected Service. 7.6 Assistance. We will provide reasonable assistance with data subject requests, impact assessments and consultations, at the Customer's cost where effort is significant. 7.7 Breach notification. We will notify the Customer without undue delay, and where feasible within 72 hours, after becoming aware of a personal data breach affecting Customer Data, with the information reasonably available. 7.8 Deletion and return. As set out in section 1.17.2. 7.9 Audits. We will provide information reasonably necessary to demonstrate compliance, such as summaries of security controls and third party reports where available. On site audits are at the Customer's cost, once a year, with 30 days' notice, under confidentiality and without access to other customers' data. 7.10 Transfers. Transfers outside the country of origin are made with safeguards required by applicable law.

8. Subprocessors

9. Cookie Notice

We use cookies and similar storage that are strictly necessary for sign in, security and preferences (such as remembered filters and language). We may use privacy friendly analytics to understand usage of our website. We do not use third party advertising cookies in the application. You can control cookies in your browser; blocking necessary cookies may stop the Services from working.

10. Service Levels and Support

10.1 Availability target. 99.5% monthly for paid plans, excluding planned maintenance, emergency maintenance, issues caused by third party services, the Customer, or force majeure. Service credits, if any, are set out in the Order Form and are the sole remedy for availability shortfalls. 10.2 Support. First response by Nova Support at any time. Human response targets by criticality: critical 1 hour, high 4 hours, medium 1 business day, low 3 business days. Business days are Monday to Friday, UAE time, excluding public holidays. 10.3 Fixes. Problems may be fixed by Nova through approved playbooks, by tested AI assisted repairs, or by SourceIQ engineers. All fixes are logged against the ticket.

Acceptance. By clicking "I agree", or by using the Services, you accept these terms on behalf of your organisation. We record the version, date and time and the User who accepted.