1 Introduction

These Terms of Service ("Terms") govern your use of all digital, subscription and licensed services provided by Beyon Connect Company B.S.C. (C) ("Beyon Connect") including but not limited to digital identity, digital authentication, KYC, digital signing, and electronic invoicing (the “Services”). By purchasing, subscribing to or using our services, you (the “Customer”) agree to be bound by these Terms, which constitute a legally binding agreement between Beyon Connect and the Customer.

2 Acceptable Use

You agree to use the Services only for lawful purposes and in accordance with these Terms. Specifically:

Compliance: Your use of the Services must comply with all applicable laws, regulations, and industry standards, including but not limited to the Personal Data Protection Law of the Kingdom of Bahrain.
Prohibited Use: You may not use the Services for any illegal, fraudulent, harmful, or abusive activities. This includes but is not limited to unauthorized access or attempts to gain unauthorized access to systems or accounts; engaging in fraudulent activities such as identity theft or misrepresentation; using the Services to transmit malicious software or harmful content, including viruses or phishing schemes; misuse of the biometric authentication process or storing biometric data in violation of these Terms or applicable law.
No Harm: You agree not to take any action that could damage, disrupt, or impair the Services, including interfering with other users’ access to the Services.

3 User Data and Privacy

As part of using our Services, personal data, including biometric data, may be processed for identity verification and authentication. We are committed to protecting this data in compliance with Bahraini data protection laws. Your responsibilities include:

Data Usage: All personal data must be processed in accordance with Bahraini data protection laws. You are responsible for informing your end-users of how their data will be used and stored.
Data Security: We use industry-standard encryption and security protocols to protect any data which we process. However, you are responsible for ensuring that your own systems and processes also meet appropriate security standards to prevent unauthorized access, data breaches, or data leaks.

4 Account Management

You are responsible for ensuring that administrative access to the Services is secure. This includes:

Account Security: You are responsible for securing any administrative account(s) associated with the Services by taking reasonable security measures, such as using strong passwords and enabling multi-factor authentication (MFA) where available. You are accountable for all activities conducted under your account, whether they are authorized or unauthorized.
Authorized Users: You are responsible for managing the users who have access to the Services under your administrative account(s). Only individuals explicitly authorized by you may administer the Services, and you must ensure they comply with these Terms.
Unauthorized Access: You must notify Beyon Connect immediately if you suspect any unauthorized access to your account or systems.

5 Support Service Levels for EKEY-B Services (Private Sector Licensees)

5.1 Introduction

The Government of Bahrain owns and operates the national digital identity, biometric facial verification, user authentication and electronic know your customer (eKYC) platform known as “EKEY”.

The Government of Bahrain has appointed Beyon Connect as the exclusive reseller of EKEY authentication and eKYC services to the private sector, and these services are known as “EKEY for Business” or “EKEY-B”.

Beyon Connect offers licenses to private sector companies (each a “Licensee”) for the use of the EKEY-B platform, governed by the terms and conditions specified in the particular agreement entered into between Beyon Connect and a Licensee (the “Service Agreement”) and these Terms.

This section of the Terms governs the support for EKEY-B Services provided by Beyon Connect to its private sector EKEY-B Licensees.

5.2 Parties Responsible for Support

The responsibility for EKEY-B support to the private sector is shared between Beyon Connect, the Information eGovernment Authority (iGA) and the EKEY-B Licensee, depending on the nature of the issue, as described in the remainder of this Section ‎5:

5.3 Licensee Technical Support

Technical support required by the Licensee in relation to integration and configuration is the responsibility of Beyon Connect, and is provided by the Beyon Connect Support Team.

24 x 7 Support (Enterprise customers only): Round-the-clock support for enterprise clients, ensuring issues are addressed promptly at any time of day.
Dedicated Relationship Manager (Enterprise customers only): An assigned Relationship Manager for enterprise customers to provide personalized support and strategic guidance.
Tailored Operating Model (Enterprise customers only): Customized support and operational model designed to fit the specific needs of enterprise clients.
Integration Assistance: Help with integrating the Services, including API integration and technical setup.
Configuration Issues: Assistance in resolving configuration problems that could impact performance, security, or user experience.
Incident Response: Timely support for identifying, managing, and resolving any system disruptions affecting the Services. This includes investigation, mitigation, and coordination to restore normal operations as quickly as possible.
Technical Documentation: Access to comprehensive technical documentation to assist with setup, integration, and troubleshooting.
Technical Training: Training provided to Licensee teams to ensure successful use of the Services, including best practices for integration and maintenance.
Troubleshooting Guide: A detailed guide to help diagnose and resolve common issues encountered during the use of the Services.
Product Update Release Notes: Documentation outlining changes, improvements, and new features included in software updates.
Maintenance Window Announcement: Advanced notifications of scheduled maintenance windows to minimize service disruptions and allow the Licensee to plan accordingly.

5.4 EKEY Onboarding Support

EKEY onboarding support required by end users is the responsibility of the Information eGovernment Authority (iGA), and is provided by the EKEY Call Centre operated by the Government of Bahrain. More complex issues are escalated from the EKEY Call Centre to Beyon Connect.

5.5 Licensee App & Website Support

The Licensee is responsible for providing first-level support to its own end-users experiencing issue using the Licensee’s app or website.

The remainder of this section outlines Beyon Connect’s responsibilities for Licensee Technical Support.

5.6 Incident Definitions

5.6.1 P1 – Critical Issue

A critical issue that significantly impairs the use of a Service, rendering it inoperable or causing major business disruptions that prevent normal operations.

P1 issues represents problems that cause severe disruption to the software, making it unusable and preventing any functional operation. It includes issues causing significant business interruptions that may result in financial losses, data corruption, or breaches in security. Examples include system outages, data loss, or major security vulnerabilities. These issues require immediate attention and resolution as they halt critical business processes and significantly affect users.

5.6.2 P2 – High Priority Issue

A high-priority issue that substantially impacts users but allows continued operation, though with limited functionality or efficiency.

P2 issues are high-impact problems that, while not halting operations completely, severely affect the user experience or business efficiency. This could mean that critical features or functionalities are partially unavailable, causing delays, increased workload, or reduced productivity. Users can still use the software, but performance is compromised, leading to potential business inefficiencies. These issues are typically addressed quickly but do not require the same level of urgency as P1 problems. Examples include slow response times, intermittent system failures, or specific functionality not working as expected.

5.6.3 P3 - Moderate to Low Priority Issue

A moderate-to-low-priority issue that has a minimal impact on users, or for which a workaround is readily available, allowing business processes to continue with little to no interruption.

P3 issues are problems with limited impact on the user experience or business processes. These are typically minor bugs or inconveniences that do not significantly affect software performance or productivity. A workaround is often available, meaning users can continue their work with little to no interruption. P3 issues may involve minor display problems, non-critical errors, or optional feature malfunctions. While such issues should be resolved, they have a lower level of urgency relative to P1 and P2 problems. All support issues related to sandboxes, temporary environments and staging environments shall be logged as P3 issues.

5.7 Response Times

When an incident occurs, it is assigned a priority level based on its severity and its impact on the Licensee’s business operations. The response time to address each issue is dictated by the specific support package subscribed by the Licensee. The following priority levels and corresponding response times apply:

Support Package	Response Time
Support Package	P1	P2	P3
Enterprise	1 hour, 24/7	2 hours on business days	1 business day
Pro	1 hour on business days	1 business day	2 business days
Standard	1 business day	2 business days	4 business days

'Business day' refers to a period of 24 business hours. Business hours are Sunday to Thursday, excluding public holidays, between 9:00 AM and 5:00 PM Bahrain time.

5.8 Support Hours for Customers subscribing to Enterprise Support

For customers subscribing to an Enterprise Support Package, P1 support is available 24 hours, 7 days a week. P2 & P3 support is available during business hours (Sunday to Thursday, 9:00 AM – 5:00 PM Bahrain time excluding public holidays).

5.9 Support Hours for Customers subscribing to Standard & Pro Support

For customers subscribing to a Standard or Pro Support Package P1, P2 & P3 support is available during business hours (Sunday to Thursday, 9:00 AM – 5:00 PM Bahrain time excluding public holidays).

5.10 Requesting Support

Licensees can access Beyon Connect’s support services through its dedicated Online Support Portal. The support portal is available 24/7 for customers to submit, track, and monitor their support tickets. This portal also includes a knowledge base with guides and FAQs for common issues.

5.11 Customer Responsibilities

To ensure the efficient resolution of issues, the licensees must adhere to the following responsibilities:

Provide Necessary Information: When reporting an incident, the Licensee must supply accurate and detailed information, including error logs, screenshots, system configurations, and a clear description of the problem.
Designate Technical Contacts: Licensees should designate technical contacts within their organization who can work closely with the Beyon Connect support team to diagnose and resolve issues. These contacts should be knowledgeable about their environment and the EKEY-B solution’s configuration.
Follow Best Practices: The Licensee is responsible for following the guidelines and recommendations provided by Beyon Connect for optimal system performance, including maintaining up-to-date system documentation, backups, and security practices.
Test all Updates: The Licensee should thoroughly test any changes in their infrastructure that could impact the EKEY-B solution, such as network reconfigurations, system upgrades, or changes in user access policies before moving such changes into production.

5.12 Exclusions

The following scenarios are outside the scope of Beyon Connect’s support services. Notwithstanding, Beyon Connect will provide all reasonable assistance in diagnosing and resolving such issues if requested, and may charge Beyon Connect’s prevailing rates:

User Misuse: Issues caused by incorrect use of the EKEY-B solution, such as failure to follow recommended procedures.
Third-Party Changes: Problems resulting from modifications to the EKEY-B solution by third-party providers or software unless those changes were authorized and supported by Beyon Connect.
External Factors: Any disruptions caused by external factors, Force Majeure events, internet outages, the failure of any infrastructure or system managed by the Government of Bahrain, or other events beyond Beyon Connect’s control.
Unsupported Software: Any issues related to software that is not supported or no longer maintained by the manufacturer.
Unsupported Devices: Any issues caused by using the EKEY-B solution on unsupported devices or mobile platforms.

5.13 Service Interruptions

Any scheduled service interruptions or maintenance activities that may affect the availability of the EKEY-B solution will be communicated to customers at least 2 business days in advance, subject to such notice being provided by the Government of Bahrain who owns and operates the EKEY platform.

5.14 Compensation for Response Delays

Beyon Connect is the reseller of the EKEY-B services and is committed to responding to Licensee issues within the agreed-upon response times. However, Beyon Connect is not responsible for service uptime or resolution times, as the underlying EKEY and EKEY-B platforms are owned and operated by the Government of Bahrain.

In the event that Beyon Connect fails to meet its response time obligations for addressing service issues, Licensee will be entitled to a support fee credit (the “Support Fee”) as outlined below:

5.14.1 P1 (Critical Issues)

If Beyon Connect misses the response time for P1 issues, the Licensee will receive a Support Fee credit equal to 10% of the monthly fee for each delay, as follows:

Customers subscribing to an Enterprise support package: Per full hour of delay, 24x7.
Customers subscribing to a Pro support package: Per full hour of delay on business days.
Customers subscribing to a Standard support package: Per full business day of delay.

5.14.2 P2 (High Priority Issues)

If Beyon Connect misses the response time for P2 issues, the Licensee will receive a Support Fee credit equal to 10% of the monthly fee for each delay, as follows:

Customers subscribing to an Enterprise support package: Per 2 full hours of delay on business days.
Customers subscribing to a Pro support package: Per full business day of delay.
Customers subscribing to a Standard support package: Per 2 full business days of delay.

5.14.3 P3 (Moderate to Low Priority Issue)

If Beyon Connect misses the response time for P3 issues, the Licensee will receive a Support Fee credit equal to 10% of the monthly fee for each delay, as follows:

Customers subscribing to an Enterprise support package: Per full business day of delay.
Customers subscribing to a Pro support package: Per 2 full business days of delay.
Customers subscribing to a Standard support package: Per 4 full business days of delay.

Compensation is capped at 40% of the monthly Support Fee per month for all support packages.

6 Support Service Levels for EKEY-B Services (Semi-Government Licensees)

6.1 Introduction

The Government of Bahrain owns and operates the national digital identity, biometric facial verification, user authentication and electronic know your customer (eKYC) platform known as “EKEY”.

The Government of Bahrain has appointed Beyon Connect as the exclusive reseller of EKEY authentication and eKYC services to semi-Government agencies, and these services are known as “EKEY for Business” or “EKEY-B”.

For the purposes of this section, ‘semi-Government agency’ refers to any entity or organization that is established by the Government of Bahrain or any public authority to perform specific public functions or services but operates with a degree of autonomy from direct governmental control. This includes statutory bodies, government-owned corporations, or any organization that, while not a direct department of the government, carries out governmental or public purposes and may possess a separate legal identity.

Beyon Connect offers licenses to semi-Government agencies (each a “Licensee”) for the use of the EKEY-B platform, governed by the terms and conditions specified in the particular agreement entered into between Beyon Connect and a Licensee (the “Service Agreement”) and these Terms.

This section of the Terms governs the support for EKEY-B Services provided by Beyon Connect to its semi-Government EKEY-B Licensees.

6.2 Parties Responsible for Support to Semi-Government Licensees

The responsibility for EKEY-B support to semi-Government Licensees is shared between Beyon Connect, the Information eGovernment Authority (iGA) and the EKEY-B semi-Government Licensee, depending on the nature of the issue, as described in the remainder of this Section ‎6:

6.3 Technical Support

Technical support required by the Licensee in relation to initial integration and configuration is the responsibility of Beyon Connect.

All technical support required by the Licensee following completion of initial integration and configuration is the responsibility of the Information eGovernment Authority (iGA), and shall be governed by such service level agreements that may be established between the semi-Government Licensee and the iGA.

6.4 EKEY Onboarding Support

6.5 Licensee App & Website Support

The Licensee is responsible for providing first-level support to its own end-users experiencing issue using the Licensee’s app or website.

7 Notification of Breaking Changes

In the event that breaking changes (significant updates that may potentially impact existing integrations) are planned to be introduced to any Service, Beyon Connect will work closely with any potentially affected Customers and will provide an appropriate period of advance notice, including detailed information regarding the nature of the changes and any integration changes required to accommodate them.

8 Force Majeure

Beyon Connect will not be liable for any failure to perform or delays in the performance of its obligations under these Terms caused by events outside its reasonable control. These events include, but are not limited to acts of God (e.g., earthquakes, floods, fires); war, riots, or civil unrest; Government actions or regulatory changes; cyber-attacks or data breaches caused by external actors; any other event that is beyond the reasonable control of Beyon Connect.

In the event of a force majeure event, Beyon Connect will notify you as soon as possible and make every effort to resume services as quickly as practicable.

9 Relationship with Other Agreements

These Terms apply in addition to any other agreements you have with Beyon Connect, including but not limited to Service Agreements, Licencing Agreements or Subscription Agreements. In the event of any conflict or inconsistency between these Terms of Service and any other agreement, the conflicting clauses of these Terms shall take precedence and govern the relationship between the parties, unless explicitly stated otherwise in a written amendment mutually agreed upon by both parties.

10 Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Kingdom of Bahrain. Any disputes arising from these Terms or the use of the Services shall be subject to the exclusive jurisdiction of the Bahraini courts.

11 Amendments & Modifications

Beyon Connect reserves the right to amend or modify these Terms at any time. If we make significant changes to these Terms, we will provide notice to you in advance. Your continued use of the Services after the changes become effective constitutes your acceptance of the new Terms.

12 Contact Information

For any questions or inquiries about our Terms of Service, please contact us at:

Beyon Connect Company B.S.C. (C)
Building 1095, Road 1425 Block 1014
Hamala, Kingdom of Bahrain

info@beyonconnect.com

Terms of Service