Effective date: August 26, 2026
These Terms and Conditions (“Terms”) govern the provision of outsourced, chat-based customer support services (the “Services”) by StraitDesk (“StraitDesk”, “we”, “us”, or “our”), a company based in Tangier, Morocco, to its business clients (“Client”, “you”). By engaging StraitDesk’s Services, signing a service order, or otherwise instructing StraitDesk to begin work, the Client agrees to be bound by these Terms.
StraitDesk provides real-time, chat-based customer support to the Client’s end customers across agreed platforms and channels. Specific scope, coverage hours, channels, staffing levels, pricing, and performance expectations for each engagement will be set out in a separate service order, statement of work, or agreement (“Service Order”) between StraitDesk and the Client. In the event of any conflict between a Service Order and these Terms, the Service Order prevails for that engagement.
The Client agrees to:
StraitDesk will use commercially reasonable efforts to staff agreed chat coverage hours and respond to end-customer chats within the timeframes set out in the applicable Service Order. Coverage hours, response-time targets, and any service credits or remedies for missed targets will be defined in the Service Order and are not implied by these Terms.
Fees for the Services will be set out in the applicable Service Order. Unless otherwise agreed in writing:
Each party agrees to keep confidential any non-public business, technical, or customer information disclosed by the other party in connection with the Services, and to use such information only for purposes of performing under these Terms and the applicable Service Order. This obligation survives termination of the relationship for a period of three (3) years, except with respect to trade secrets, which remain protected for as long as they qualify as such under applicable law.
Where StraitDesk processes personal data of the Client’s end customers in the course of providing the Services, StraitDesk acts as a data processor on the Client’s instructions and will process such data in accordance with the Client’s documented instructions, applicable data protection law (including Moroccan Law 09-08 and, where relevant, the GDPR), and StraitDesk’s Privacy Policy. The parties may enter into a separate data processing agreement where required by applicable law or Client policy.
Each party retains ownership of its pre-existing intellectual property, including software, scripts, know-how, and materials it brings to the engagement. Any custom materials, scripts, or macros developed specifically for the Client under a Service Order will be owned as specified in that Service Order; absent such specification, StraitDesk grants the Client a non-exclusive license to use such materials for its internal business purposes.
StraitDesk may monitor, record, or review chat transcripts for training, quality assurance, and compliance purposes, consistent with applicable law and the Privacy Policy.
To the maximum extent permitted by applicable law, StraitDesk’s total liability arising out of or related to the Services shall not exceed the total fees paid by the Client to StraitDesk in the three (3) months preceding the event giving rise to the claim. Neither party shall be liable for indirect, incidental, special, or consequential damages, including loss of profits or business opportunity, except in cases of gross negligence, willful misconduct, or where such limitation is not permitted by applicable law.
These Terms remain in effect for as long as an active Service Order exists between the parties. Either party may terminate a Service Order for convenience with 30 days’ written notice, unless otherwise agreed. Either party may terminate immediately for material breach not cured within 15 days of written notice, or in the event of the other party’s insolvency. Upon termination, the Client remains liable for fees accrued up to the termination date.
Neither party will be liable for delay or failure to perform its obligations (other than payment obligations) due to causes beyond its reasonable control, including natural disasters, government action, internet or telecommunications failures, or labor disputes.
StraitDesk performs the Services as an independent contractor. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between the parties or between StraitDesk’s personnel and the Client.
StraitDesk may update these Terms from time to time, with notice to active Clients. Changes will not apply retroactively to a Service Order already in effect unless required by law or agreed in writing. Continued use of the Services after updated Terms take effect constitutes acceptance.
These Terms and any dispute arising out of or in connection with them shall be governed by the laws of the Kingdom of Morocco, without regard to its conflict-of-law principles. The courts of Tangier, Morocco shall have exclusive jurisdiction over any dispute, subject to any mandatory consumer or data protection venue rules that may apply where a Client or end user is located in the EEA or UK.
These Terms, together with any applicable Service Order and Privacy Policy, constitute the entire agreement between the parties regarding the Services and supersede any prior agreements or understandings on the subject matter.
Questions about these Terms should be directed to:
StraitDesk
Tangier, Morocco
Email: info@straitdesk.com
