Terms and Conditions of Use

1. Acceptance of Terms

By accessing or using the solutions, platforms, products, or services offered by SYNOV (hereinafter, "the SYNOV Solutions" or "the Services"), operated by Products and Solutions Network, S.A. (hereinafter "SYNOV", "we", or "the Company"), 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 Services. Continued use of the Services constitutes acceptance of any modifications to these terms.

If the Client and SYNOV have signed a Master Services Agreement (MSA), Service Agreement, or any other contract between the parties, the terms of such signed contract shall prevail over these Terms in case of conflict. These Terms shall continue to apply to anything not expressly regulated by the signed contract, as well as to website visitors, pre-contractual users (demos, trials, account registration), and employees or representatives of the Client who use the SYNOV Solutions.

2. Definitions

• SYNOV Solutions or Services: The set of products, platforms, APIs, integrations, voice agents, operational automations, digitization tools, artificial intelligence models, and other functionalities offered by SYNOV under any brand or commercial presentation, in accordance with the plan or contract subscribed by the Client.
• Client: Organization or company that contracts the SYNOV Solutions under an isolated environment and through a service contract.
• User: A natural person authorized by a Client to access the SYNOV Solutions.
• Customer Data: All information, files, communications, voice recordings, messages, documents, and content that the Client or its Users upload, create, or process through the SYNOV Solutions, as well as the data of End Users that SYNOV processes on behalf of the Client.
• End Users: Natural persons whose data is processed by SYNOV through the Services on behalf of the Client and under SYNOV's role as data processor.

3. Eligibility and Account

To use the SYNOV Solutions, you must:

• Be an authorized representative of a Client and at least 18 years old.
• 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 provides Applied Operational Intelligence solutions that enable enterprises to transform their backoffice into an intelligent operation, task by task. Depending on the contracted plan, the Services may include:

• Digitization, automation, and structuring of operational processes
• Intelligent voice agents and AI-powered communication processing
• Integration with WhatsApp Business and other digital channels
• Document data extraction through AI
• Training of AI models specific to the Client's operation, under contractual authorization

5. Data Isolation Between Clients

The SYNOV Solutions operate under a model that ensures data isolation for each Client with the following guarantees:

• Logical data isolation between Clients through partitioning and unique identifiers.
• Access control policies that ensure no Client can access another Client's data.
• Encryption of data at rest (AES-256) and in transit (TLS 1.2+).

6. Identity and Access

Identity and access management for the SYNOV Solutions is implemented through:

• Robust authentication with multi-factor authentication (MFA) support where applicable.
• Role-based access control (RBAC) with profiles differentiated by function.
• Session tokens with configurable expiration and revocation capability.

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 of production systems.
• Automatic backups with configurable retention.
• Detailed access audits by Client 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 Clients.
• Reverse engineer, decompile, or disassemble any component of the SYNOV Solutions.
• Use the SYNOV Solutions 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 Client retains full ownership of their Customer Data.
• SYNOV obtains a limited license to process the data solely for the purpose of providing the contracted Services.
• SYNOV will not use Customer Data for marketing purposes, will not train general or cross-client AI models with it, and will not share it with third parties without explicit consent. When the Client contractually authorizes the training of models specific to its own data, such models will be for the exclusive use of the Client and will not be used to feed cross-client or general SYNOV models.
• When processing End User communications (WhatsApp Business messages, voice calls, etc.) on behalf of the Client, SYNOV acts as data processor in accordance with applicable data protection legislation.

10. Backup, Retention and Deletion

SYNOV performs automatic backups of Service data. Customer Data is retained for the duration of the contract and for an additional period of 30 days after termination. After this period, Customer Data will be permanently deleted, except where applicable legislation requires longer retention (for example, accounting and tax records). The Client may request export of their data at any time during the term of service.

11. Availability, Support and Maintenance

SYNOV strives to maintain high availability of the Services. 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, conversations, calls, etc.) are specified in the contract or pricing page.
• Exceeding resource usage may result in additional charges or temporary service suspension.

13. Third-Party Integrations

The SYNOV Solutions allow integrations with third-party services (including, without limitation, AWS, Meta/WhatsApp Business, SignalWire, Anthropic, and OpenAI). 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. Intellectual Property of the SYNOV Solutions

The SYNOV Solutions, including their source code, design, architecture, documentation, and brand, are the exclusive property of Products and Solutions Network, S.A. (operating as SYNOV). Use of the Services does not grant the Client or 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 Client 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 SYNOV Solutions are provided "as is" and "as available." SYNOV does not warrant that:

• The Services 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 Client in the last 12 months.

18. Suspension, Termination and Effects

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

19. Changes to the SYNOV Solutions and These Terms

SYNOV reserves the right to modify these Terms and the functionalities of the SYNOV Solutions at any time. Significant changes will be notified at least 30 days in advance. Continued use of the Services 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 SYNOV Solutions: