Call ManagerTerms of Service

1. Introduction

These Terms of Service govern business access to and use of Active Call Manager services for Call Manager UAE, GCC and MENA business customers, including AI telephony, CRM integration, call recording, AI receptionist, DNCR workflows, SIP/SIM calling, reporting, support, setup, configuration, and related services.

By paying, approving, requesting, renewing, reactivating, continuing, accessing, or using the Services, the Customer agrees to be bound by these Terms of Service published at https://activecallmanager.com/terms-of-service/, the applicable proforma invoice or invoice, the Refund Policy published at https://activecallmanager.com/refund-policy/, and any linked or published Call Manager website policies that apply to the Services.

2. Legal Entity, Brand and Naming

The Services are provided by Suhub Raqamya Software Design, operating the Call Manager brand. References to Call Manager, Active Call Manager, activecallmanager.com, we, us, or our mean Suhub Raqamya Software Design and the Call Manager service, unless the context requires otherwise.

The Customer means the business, company, organization, or professional entity receiving, paying for, approving, accessing, or using the Services.

For clarity, references to Call Manager or Active Call Manager in these Terms refer only to the service operated by Suhub Raqamya Software Design at activecallmanager.com. The Service is independent and is not Cisco CallManager, Cisco Unified Communications Manager, Cisco Systems, Inc., or any Cisco product or service.

3. Business Use Only and Authority

The Services are offered only for business and professional use. They are not intended for consumer, household, or personal use.

The person approving, paying for, requesting, renewing, reactivating, continuing, accessing, or using the Services represents and confirms that they are authorized to bind the Customer to all terms, conditions, payment obligations, refund rules, suspension rights, limitations of liability, dispute resolution provisions, policies, notices, and service conditions stated in or linked from the applicable proforma invoice or invoice, these Terms of Service published at https://activecallmanager.com/terms-of-service/, the Refund Policy published at https://activecallmanager.com/refund-policy/, and any other Call Manager policy, page, notice, or condition published on the Call Manager website or referenced in written payment or service communication.

4. Definitions

Services means Call Manager products, modules, setup, configuration, support, AI features, telephony features, integrations, reports, workflows, and related services provided or enabled for the Customer.

Customer Data means data, files, recordings, call logs, CRM records, AI outputs, user data, configuration data, contact data, and other information provided by or generated through the Customer’s use of the Services.

AI Features includes AI receptionist, transcription, summaries, analytics, classification, lead detection, call notes, and related AI-assisted functions.

Invoice includes a proforma invoice, invoice, tax invoice, renewal invoice, payment request, accepted quotation, payment link, or other written payment communication issued by Call Manager.

5. Services Covered

The Services may include, depending on the Customer’s subscription and enabled modules, AI telephony, AI receptionist, call recording, call transcription, call summaries, analytics, CRM integration, DNCR workflows, call routing, SIP/SIM calling support, dashboards, reporting, setup, configuration, support, and related professional or technical services.

Call Manager may change, improve, suspend, discontinue, or replace features, providers, workflows, technical components, or delivery methods where needed for service delivery, security, compliance, infrastructure, provider requirements, or business operations.

6. Proforma Invoices, Invoices and Acceptance

Because Call Manager may use a proforma invoice instead of a separate order form, the applicable proforma invoice may operate as the commercial offer for the Services described in it. Payment, written approval, requested activation, renewal, reactivation, continuation, continued access, or continued use of the Services confirms acceptance of the applicable invoice and the terms and policies referenced in it.

Each invoice may refer to these Terms of Service, the Refund Policy, service pages, support terms, policies, or other website pages published by Call Manager. Those referenced or published terms form part of the Customer’s agreement with Call Manager where applicable to the Services.

7. Subscription Terms and Payment

The Services are provided on a prepaid subscription or prepaid service-period basis unless Call Manager expressly agrees otherwise in writing. Payment must be completed by the due date stated in the applicable invoice.

Use of the Services for any part of a contract period, subscription period, billing period, quarterly period, annual period, renewal period, or other agreed service period entitles Call Manager to charge for the full applicable period, even if the Customer stops using the Services, requests cancellation, prevents service delivery, or does not use all available features during that period.

Unless the applicable invoice states otherwise, amounts are due immediately upon issue. Call Manager may treat non-payment by the due date as a material breach.

8. Quarterly Subscriptions

Quarterly subscriptions are separate three-month prepaid service terms unless Call Manager states otherwise in writing. Call Manager may request renewal confirmation and payment before the active term expires, including thirty (30) days before expiry.

If the Customer does not renew, confirm, or pay by the required renewal deadline, the subscription may expire at the end of the active term. Any later request to continue, reconnect, reactivate, or resume the Services may be treated as a new subscription and may be subject to setup, activation, configuration, integration, reactivation, or other applicable fees.

9. Annual Subscriptions

Annual subscriptions are twelve-month commitments. If Call Manager allows the Customer to pay an annual subscription in quarterly installments, that arrangement is only a payment schedule and does not divide the annual subscription into separate quarterly contracts or give the Customer a right to cancel during the annual term.

Call Manager may issue an invoice for the next quarterly installment before the current quarter ends. Unless the invoice states otherwise, the amount is due immediately upon issue. Failure to pay any installment when due is a breach of the annual commitment, even if the current active quarter has not yet ended.

10. Annual Discount Reversal

Annual Discount Reversal means reversing the pricing discount obtained because the Customer committed to a one-year service contract. If the Customer does not complete the annual term, fails to pay an installment when due, requests early cancellation, prevents delivery of the Services, or otherwise breaches the annual commitment, Call Manager may recalculate the fees for the period already provided on the basis of the standard quarterly subscription price instead of the discounted annual price.

For example, if the annual contract price is AED 12,000, billed as AED 3,000 per quarter, and the standard quarterly contract price for the same service is AED 4,000 per quarter, a Customer who uses the service into the seventh month has received service across three quarterly periods. The quarterly-basis value for those periods is AED 4,000 × 3 = AED 12,000. If the Customer has already paid three proforma invoices of AED 3,000 each, totaling AED 9,000, Call Manager may charge AED 3,000 as Annual Discount Reversal, together with any other unpaid fees, third-party costs, reactivation fees, recovery costs, or amounts due.

If the amount already paid equals or exceeds the amount recalculated on the standard quarterly basis for the period already provided, Call Manager may terminate the Services without further Annual Discount Reversal, while preserving its right to charge any other fees, charges, costs, or dues that remain payable.

11. Suspension, Restriction, Disconnection and Refusal to Reconnect the Services

If the Customer fails to pay any due amount under any subscription, fails to renew by the required deadline, initiates a chargeback, misuses the Services, creates a security or regulatory risk, breaches an annual commitment, breaches these Terms, breaches the Refund Policy, or fails to comply with any applicable invoice, Call Manager reserves the right, and may enforce that right at its discretion and without further notice, to suspend, restrict, disable, disconnect, terminate, refuse renewal, or refuse reactivation of all or part of the Services.

Unless otherwise stated in writing, if payment is not received within three (3) business days after the due date, Call Manager may enforce the rights stated above. Call Manager may choose to allow additional time without waiving its rights.

Suspension, restriction, disconnection, termination, or refusal to reconnect may affect inbound calls, outbound calls, call routing, SIP/SIM connectivity, user access, CRM integrations, AI features, AI receptionist, call recording, transcription, reporting, dashboards, support, and related services, and the Customer will not be entitled to any refund, credit, extension, compensation, damages, lost profits, lost leads, missed calls, business interruption, penalties, reputational harm, customer complaints, or any other claim or loss against Call Manager, Active Call Manager, or Suhub Raqamya Software Design.

12. Refunds and Credits

The Refund Policy published at https://activecallmanager.com/refund-policy/ applies by default to refunds, credits, cancellations, and non-refundable charges unless the applicable invoice expressly states a different refund or cancellation rule.

Unless expressly stated in the applicable invoice or Refund Policy, prepaid service fees are not refundable. Setup fees, onboarding fees, activation fees, reactivation fees, configuration fees, integration fees, customization fees, professional service fees, third-party costs, and similar charges are non-refundable once paid.

If a specific invoice expressly states a different refund or cancellation rule for a specific transaction, that specific invoice rule applies to that transaction. Otherwise, the published Refund Policy applies.

13. Customer Compliance, Legal Advice and Required Notices

The Customer is exclusively responsible for obtaining any required legal advice before using any Call Manager Service that may require notices, consents, internal approvals, employee notices, customer notices, regulatory permissions, call recording notices, telemarketing permissions, privacy notices, employment approvals, or other legal or operational approvals.

By approving, paying for, requesting, renewing, reactivating, continuing, accessing, or using the Services, the Customer confirms that it has independently assessed its legal, regulatory, employment, privacy, call recording, telemarketing, and internal approval obligations and will not claim that Call Manager failed to advise it to obtain such advice, notices, consents, approvals, or permissions.

Call Manager does not provide legal advice and does not accept responsibility for the Customer’s failure to obtain required approvals, notices, consents, policies, permissions, or legal advice.

14. AI Features, AI Receptionist and AI Outputs

AI Features are assistive tools. AI transcripts, summaries, classifications, recommendations, receptionist outputs, and analytics may be incomplete, inaccurate, delayed, or unsuitable for a particular purpose.

The Customer is responsible for reviewing AI outputs before relying on them for business, legal, compliance, HR, sales, medical, financial, regulatory, or customer decisions. The Customer is also responsible for the accuracy and legality of any knowledge base, instructions, business rules, dynamic sources, scripts, or connected systems provided to or used by AI Features.

Call Manager may use third-party providers, tools, models, APIs, cloud services, infrastructure, and technical components to provide AI Features and other Services. Customer Data may be processed or transmitted through such third-party services where necessary to provide, maintain, secure, support, analyze, or improve the Services.

15. DNCR and Telemarketing Compliance

Call Manager may provide DNCR checks, blocking workflows, logs, reports, and related compliance-support tools. These tools do not replace the Customer’s own legal, regulatory, operational, or telemarketing compliance obligations.

The Customer remains exclusively responsible for ensuring that its campaigns, phone numbers, calling activities, customer lists, consents, agent actions, scripts, approvals, and business practices comply with applicable telemarketing, privacy, data protection, DNCR, consumer protection, employment, call recording, and communications laws and regulations.

Call Manager may suspend, restrict, block, or refuse any use that it considers unlawful, abusive, risky, misleading, non-compliant, or harmful to Call Manager, its infrastructure, providers, regulators, or third parties.

16. Call Recording, Transcription and Call Data

The Customer is exclusively responsible for ensuring that call recording, transcription, monitoring, storage, playback, analysis, and CRM syncing are lawful for its business, users, employees, agents, customers, callers, and jurisdictions.

The Customer is responsible for required notices, consents, employee policies, caller notices, retention settings, access rules, and deletion or export decisions relating to call recordings, transcripts, summaries, analytics, and related records.

17. CRM and Third-Party Integrations

Where CRM or third-party integrations are enabled, the Customer authorizes Call Manager to exchange relevant data with the connected systems according to the enabled configuration, permissions, and workflows.

Call Manager is not responsible for third-party CRM downtime, API changes, permission errors, data mapping issues, incorrect Customer configuration, deleted fields, revoked access, rate limits, or failures caused by third-party systems.

18. Client-Controlled Storage

Call Manager may be configured so that recordings, call logs, AI outputs, reports, and related data are stored in the Customer’s own local or cloud storage environment, or in another client-approved storage model.

Where client-controlled storage is used, the Customer is responsible for availability, access rights, permissions, security, backup, retention, deletion, legal use, storage costs, and continuity of that storage environment.

19. Service Restoration, Technical Assessment and Operational Decisions

If any Service failure, interruption, degradation, delay, error, missed call, failed call, failed recording, delayed AI output, failed CRM sync, support delay, data issue, or service unavailability occurs for any reason, Call Manager’s responsibility is limited to using commercially reasonable efforts to restore the affected Service to working condition.

The Customer agrees that Call Manager, Active Call Manager, and Suhub Raqamya Software Design will not be liable for refunds, credits, penalties, lost profits, lost revenue, lost sales, lost leads, missed calls, failed calls, failed recordings, delayed AI outputs, failed CRM sync, business interruption, reputational harm, customer complaints, data loss, or any other claim, damage, liability, or loss arising from any Service failure, interruption, degradation, delay, error, or unavailability.

Nothing in this section limits Call Manager’s right to suspend, restrict, disconnect, terminate, refuse renewal, refuse reactivation, or withhold Services without liability where the action relates to Customer non-payment, non-renewal, chargeback, misuse, breach, regulatory risk, security risk, or failure to comply with these Terms, the Refund Policy, any invoice, or applicable law.

For support, service administration, billing, suspension, SLA classification, root-cause classification, restoration priority, and operational decisions, Call Manager’s system records, platform logs, call records, configuration records, monitoring data, provider reports, and technical assessment will be the primary and binding basis for determining the relevant cause and required action. The Customer accepts Call Manager’s technical determination as final and binding for service administration and support purposes and may not object to, challenge, or require Call Manager to accept any third-party fault determination unless Call Manager agrees in writing.

20. Acceptable Use

The Customer must not use the Services for unlawful telemarketing, spam, harassment, fraud, abusive calling, unauthorized monitoring, unlawful recording, privacy violations, security attacks, reverse engineering, interference with service operation, or any use that may harm Call Manager, providers, regulators, third parties, or infrastructure.

Call Manager may investigate, restrict, suspend, block, or terminate use that it considers risky, unlawful, abusive, non-compliant, or harmful.

21. Intellectual Property and Confidentiality

Call Manager and its licensors retain all rights in the platform, software, workflows, designs, dashboards, reports, interfaces, documentation, trade names, brand assets, methods, configurations, and underlying technology. The Customer retains ownership of Customer Data, subject to the rights necessary for Call Manager to provide and support the Services.

Each party must protect confidential information received from the other party and use it only for purposes connected to the Services, unless disclosure is required by law or permitted in writing.

22. Indemnity

The Customer must indemnify and hold harmless Call Manager, Active Call Manager, Suhub Raqamya Software Design, and their owners, employees, contractors, providers, suppliers, representatives, and partners from claims, losses, damages, penalties, costs, and expenses arising from the Customer’s use of the Services, Customer Data, unlawful calls, unlawful recordings, privacy violations, telemarketing violations, DNCR violations, CRM data issues, failure to obtain required consents or notices, misuse, breach, or violation of applicable law.

23. Governing Law and Arbitration

These Terms and any dispute arising out of or relating to the Services, any invoice, payment obligation, refund request, cancellation, suspension, disconnection, Annual Discount Reversal, or relationship between the parties shall be governed by the laws of the United Arab Emirates as applicable in the Emirate of Dubai.

Before starting arbitration, either party must give written notice of the dispute and allow thirty (30) days for the parties to attempt to resolve the matter commercially.

If the dispute is not resolved, it shall be referred to and finally resolved by arbitration under the rules of the Dubai International Arbitration Centre (DIAC). The seat of arbitration shall be Dubai, United Arab Emirates. The language of arbitration shall be English. The tribunal shall consist of three (3) arbitrators.

For disputes arising from non-payment, chargeback, early cancellation, breach of annual commitment, Annual Discount Reversal, refund claims, refusal to pay, or recovery of amounts due, the Customer must reimburse Call Manager’s reasonable legal, arbitration, collection, bank, payment processing, and enforcement costs to the maximum extent permitted by applicable law and subject to the arbitral tribunal’s award.

Call Manager may seek urgent, interim, injunctive, collection, enforcement, or protective relief from any competent court where permitted by law.

24. Changes, Notices and Contact

Call Manager may update these Terms from time to time by publishing the updated version at https://activecallmanager.com/terms-of-service/. Continued use of the Services after publication or notice of updated Terms confirms acceptance of the updated Terms.

Legal notices to Call Manager should be sent to legal@activecallmanager.com.