Terms and Conditions of Use

1. Acceptance of Terms

By accessing or using the SYNOV Gloo platform (hereinafter "the Platform"), operated by SYNOV Tech Drive Solutions (hereinafter "SYNOV"), you agree to be bound by these Terms and Conditions of Use. If you do not agree with any of these terms, you must not use the Platform. Continued use of the Platform constitutes acceptance of any modifications to these terms.

2. Definitions

• Platform: The SYNOV Gloo web application, including all its features, APIs, and integrations.
• Tenant: An organization or company registered to use the Platform under an isolated environment.
• User: A natural person authorized by a Tenant to access the Platform.
• Customer Data: All information, files, and content that the Tenant or its Users upload, create, or process on the Platform.
• Services: The set of functionalities provided by the Platform according to the contracted plan.

3. Eligibility and Account

To use the Platform, you must:

• Be at least 18 years old or of legal age in your jurisdiction.
• Provide truthful, complete, and up-to-date information during registration.
• Maintain the confidentiality of your access credentials and immediately notify any unauthorized use.

4. Description of Service

SYNOV Gloo is a multi-tenant low-code platform that enables:

• Design and execution of automated workflows
• Creation of custom user interfaces
• Integration with AWS services and third-party APIs
• Data management with secure storage in Amazon DynamoDB
• Use of artificial intelligence models through Amazon Bedrock

5. Multi-Tenant Architecture and Data Isolation

The Platform operates under a multi-tenant model with the following guarantees:

• Complete logical data isolation between Tenants through tenant_id partitioning.
• IAM access policies that ensure no Tenant can access another Tenant's data.
• Encryption of data at rest (AES-256) and in transit (TLS 1.2+).

6. Identity and Access (AWS Cognito and IAM)

Identity and access management is implemented through:

• Authentication via AWS Cognito with MFA (multi-factor authentication) support.
• Role-based access control (RBAC) with predefined roles: Owner, Admin, Builder, Executor, Viewer.
• JWT tokens with configurable expiration and automatic renewal.

7. Information Security

SYNOV implements the following security measures:

• AES-256 encryption for data at rest and TLS 1.2+ for data in transit.
• Continuous monitoring with AWS CloudTrail, GuardDuty, and CloudWatch.
• Automatic daily backups with configurable retention.
• Detailed access audits by Tenant and User.

Despite these measures, no system is completely invulnerable. SYNOV does not guarantee absolute security but commits to responding diligently to any incident.

8. Acceptable Use and Restrictions

The User agrees not to:

• Attempt to access data or environments of other Tenants.
• Reverse engineer, decompile, or disassemble any component of the Platform.
• Use the Platform for illegal, fraudulent activities, or activities that violate the rights of third parties.
• Intentionally overload the infrastructure or perform denial-of-service attacks.
• Share access credentials or allow unauthorized access to the account.

9. Customer Data, Ownership and License of Use

Regarding Customer Data:

• The Tenant retains full ownership of their Customer Data.
• SYNOV obtains a limited license to process the data solely for the purpose of providing the Services.
• SYNOV will not use Customer Data for marketing purposes, training proprietary AI models, nor share it with third parties without explicit consent.

10. Backup, Retention and Deletion

SYNOV performs automatic daily backups of Platform data. Data is retained for the duration of the contract and for an additional period of 30 days after termination. After this period, data will be permanently deleted. The Tenant may request the export of their data at any time during the term of service.

11. Availability, Support and Maintenance

SYNOV strives to maintain 99.9% Platform availability. Scheduled maintenance windows will be notified at least 48 hours in advance. Technical support is provided according to the level of the contracted plan, with response times defined in the corresponding Service Level Agreement (SLA).

12. Billing, Payments and Plan Limits

Billing terms include:

• Plans are billed monthly or annually according to the selected option.
• The limits of each plan (users, credits, storage) are specified on the pricing page.
• Exceeding resource usage may result in additional charges or temporary service suspension.

13. Third-Party Integrations and AWS Services

The Platform allows integrations with third-party services and AWS. SYNOV is not responsible for the operation, availability, or privacy policies of third-party services. The use of integrations is subject to the terms of service of the corresponding provider.

14. Platform Intellectual Property

The SYNOV Gloo Platform, including its source code, design, architecture, documentation, and brand, are the exclusive property of SYNOV Tech Drive Solutions. Use of the Platform does not grant the User any license or right over SYNOV's intellectual property, beyond the limited right of use pursuant to these Terms.

15. Confidentiality

Both parties agree to maintain the confidentiality of all sensitive information exchanged during the business relationship. This confidentiality obligation survives the termination of the contract for a period of 2 years.

16. Incidents and Notification

In the event of a security incident affecting Customer Data, SYNOV will notify the affected Tenant within 72 hours of discovering the incident, providing information about the nature of the incident, the data affected, and the corrective measures implemented.

17. Warranties and Limitation of Liability

The Platform is provided "as is" and "as available." SYNOV does not warrant that:

• The Platform will function without interruptions or errors.
• The results obtained will be accurate or reliable in all cases.
• SYNOV's total liability shall not exceed the amount paid by the Customer in the last 12 months.

18. Suspension, Termination and Effects

SYNOV may suspend or terminate access to the Platform if the User breaches these Terms, fails to make corresponding payments, or uses the Platform in a manner that jeopardizes the security or operation of the service. In the event of termination, the Tenant will have 30 days to export their data before permanent deletion.

19. Changes to the Platform and These Terms

SYNOV reserves the right to modify these Terms and the functionalities of the Platform at any time. Significant changes will be notified at least 30 days in advance. Continued use of the Platform after notification constitutes acceptance of the changes.

20. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Panama. Any dispute shall be submitted to the competent courts of Panama City, with the parties waiving any other jurisdiction that may correspond to them.

21. Contact

For inquiries about these Terms or the Platform: