Privacy Policy

Introduction

Synergi ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform. Please read this privacy policy carefully. If you do not agree with the terms of this privacy policy, please do not access the platform.

We reserve the right to make changes to this Privacy Policy at any time and for any reason. We will alert you about any changes by updating the "Last updated" date of this Privacy Policy. You are encouraged to periodically review this Privacy Policy to stay informed of updates.

Information We Collect

Account Information

When you create an account and register for our services, we collect:

• Name and contact information (email, phone number, address)
• Login credentials (excluding your password, which is encrypted)
• Company details, including organization name and billing information
• User roles and permissions within your organization

Customer Data

Our service processes customer data that you upload or provide to us, including:

• Customer reviews and feedback in CSV format
• Call center transcripts in text format
• Associated metadata such as dates and identifiers

This data remains your property, and we process it solely to provide our analysis services to you. We act as a data processor for this information.

Usage Data

When you use our platform, we automatically collect:

• Device information, including IP address, browser type, operating system
• Platform usage statistics, such as features accessed and analysis runs
• Log data, error reports, and performance metrics
• Storage utilization and processing metrics

Cookie Information

We use cookies and similar tracking technologies to collect information about your activities on our platform. These technologies help us deliver a better and more personalized service, including remembering your preferences, analyzing usage patterns, and detecting security issues.

How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our platform services
• Process and analyze the customer data you upload according to your instructions
• Generate insights, reports, and visualizations through our analyzers
• Manage your account, including storage allocation and usage tracking
• Send service notifications, updates, and security alerts
• Bill you for our services and maintain payment records
• Respond to your support requests and inquiries
• Identify and prevent fraudulent or abusive activities
• Send marketing communications if you've opted in (with the ability to opt out at any time)
• Improve our platform through usage analysis and aggregated statistics

Data Storage and Processing

Synergi is committed to maintaining high standards of data protection:

• Storage Location: All customer data is stored on bare metal servers in Johannesburg, South Africa, hosted by fly.io.
• Data Processing: Data processing occurs through our batch processing analyzers and, when required, through secure API calls to OpenAI for analysis purposes.
• Data Separation: We maintain strict tenant isolation, ensuring that data from different organizations is securely separated.
• Retention: We retain your data as long as you maintain an active account. After account termination, we may retain certain information for billing, compliance, or analytical purposes, but customer data will be deleted within 30 days unless otherwise specified by contract.

Third-Party Services

We use select third-party services to support our platform:

• Infrastructure: Cloud provider for secure hosting in Johannesburg
• AI Analysis: OpenAI for certain advanced analysis features
• Payment Processing: Secure payment processors to handle billing
• Analytics: Website analytics tools to improve our service
• Communication: Email service providers for notifications

All third-party service providers are carefully selected and are contractually obligated to protect your data according to our standards.

Data Security

We implement appropriate technical and organizational security measures to protect your information:

• Data encryption in transit using TLS and at rest
• Secure authentication with access controls
• Regular security assessments and monitoring
• Multi-tenant architecture with strong data isolation
• Comprehensive logging and audit trails

While we implement industry-standard safeguards, no system is 100% secure. We continuously work to improve our security measures to protect your data.

Your Rights

Depending on your location, you may have certain rights regarding your personal information:

• Access: Request details of personal information we hold about you
• Correction: Request correction of any inaccurate information
• Deletion: Request deletion of your personal information (subject to legal requirements)
• Portability: Request transfer of your data in a structured format
• Objection: Object to certain types of processing
• Marketing: Opt-out of marketing communications

To exercise these rights, please contact us at the email address listed below. We will respond to your request within the legally required timeframe.

Data Protection for South African Users

As our services are hosted in South Africa, we comply with the Protection of Personal Information Act (POPIA). Under POPIA, you have the right to:

• Be notified when your personal information is collected
• Know if your personal information is being accessed or acquired by an unauthorized person
• Request correction, destruction, or deletion of your personal information
• Object to the processing of your personal information
• Submit a complaint to the Information Regulator
• Institute civil proceedings regarding alleged interference with your personal information

We act as both an "operator" and "responsible party" under POPIA, depending on the data processing activities.

Children's Privacy

Our services are not intended for use by children under the age of 18. We do not knowingly collect or maintain information from persons under 18 years of age, and no part of our platform is directed to persons under 18. If you are under 18, please do not use or access our platform at any time or in any manner. If we learn that personal information has been collected from persons under 18 years of age, we will take the appropriate steps to delete this information.

Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Contact Us

If you have any questions about this Privacy Policy, please contact us at:

Email: hello@immersion-group.com

Address: Johannesburg, South Africa