1. Customer Compliance & Outbound Responsibilities
By initializing a SilaSend workspace, Customer agrees to comply strictly with all international email standards and regional privacy laws:
- Lawful Processing Basis: Customer warrants that all lead records uploaded into the Sila Segment Matrix possess a verified legal processing basis (explicit Consent or Legitimate Interest under EU GDPR).
- Regulatory Compliance: Customer outreach must adhere strictly to statutory regulations including the US CAN-SPAM Act, EU GDPR, UK GDPR, CASL, and regional UAE business laws.
- Suppression List Integrity: Customer must respect opt-out requests and ensure suppressions are continuously synchronized.
2. Infrastructure Provider Disclaimer
3. Deliverability & Outcome Disclaimer
While SilaSend provides advanced deliverability features (such as automated IP warming logic, ZeroBounce integration, and AI Spintax), Customer explicitly acknowledges that:
- Inbox placement rates, open metrics, reply volumes, and business outcomes depend heavily on external factors beyond SilaSend's control, including Customer domain age, DNS alignment (SPF/DKIM/DMARC), email body copy quality, offer relevance, recipient ISP algorithms (Google/Microsoft), and historical domain reputation.
- SilaSend makes no express or implied guarantee of specific meeting conversion rates, response percentages, or primary inbox placement.
4. Limitation of Liability & Damages
To the maximum extent permitted by applicable law, in no event shall Intequra Enterprise Solutions, SilaSend, or its officers be liable for any indirect, incidental, special, consequential, or punitive damages (including loss of business profits, data corruption, domain reputation damage, or service interruptions).
5. Service Availability & Maintenance Windows
SilaSend strives for 99.9% core infrastructure uptime. However, service access may be temporarily impacted by:
- Scheduled maintenance windows communicated in advance via workspace banners.
- Emergency security patches, database upgrades, or subprocessor API downtime.
- Automatic protective throttling triggered by excessive recipient hard-bounce surges.
6. Acceptable Use & Suspension Rights
To safeguard network IP stability for all enterprise tenants, SilaSend maintains absolute right to immediately suspend or terminate any workspace found violating acceptable use standards, including:
- Hard-bounce rates exceeding 3% on unverified CSV dispatches.
- High spam complaint reports from receiving ISPs (>0.1% threshold).
- Distribution of malware, phishing templates, adult content, or fraudulent pitches.
- Credential misuse or attempting to breach multi-tenant database boundaries.
7. Governing Law & Jurisdiction
These Terms shall be governed by and construed under the laws of the United Arab Emirates. Any disputes or claims arising hereunder shall be subject to the exclusive jurisdiction of the courts of Ajman, UAE.