Legal

Privacy Policy

Your privacy and your customers' data protection are foundational to Sytira. Here is how we collect, process, and safeguard information across our live chat, WhatsApp, and cloud platform.

Effective Date: October 17, 2026 GDPR & CCPA Compliant

1. Overview & Scope

This Privacy Policy describes how Sytira ("Sytira", "we", "us", or "our") collects, uses, and discloses information when you use our website, customer support application, live chat widgets, APIs, and services (collectively, the "Platform").

By using Sytira, you understand that your information will be processed in accordance with this Privacy Policy and our Terms of Service.

2. Data Controller vs. Data Processor

Clarification of Roles Under Privacy Law

When you create an account to use Sytira, we act as a Data Controller for your account profile and billing details. When you and your agents interact with your customers (end-users) through our inboxes, chat widgets, and WhatsApp channels, you act as the Data Controller and Sytira acts as a Data Processor processing conversation data on your behalf.

3. Information We Collect

We collect information in three categories:

Account & Registration Information: Name, work email address, company name, workspace avatar, and encrypted authentication credentials.
Customer Interaction Data (Processed on Your Behalf): Messages, attachments, contact email addresses, phone numbers, browser metadata, and custom contact attributes sent through your live chat or WhatsApp inboxes.
Usage & Diagnostic Data: IP addresses, browser user-agent, operating system details, error logs, and performance metrics collected automatically to maintain system uptime and security.

4. How We Use Information

We use the collected information for the following specific purposes:

To provide, operate, maintain, and improve the Sytira platform.
To process transactions and send related billing notifications via Stripe.
To authenticate team members and prevent fraudulent or unauthorized access.
To deliver automated conversation routing, canned responses, and AI copilot summaries.
To comply with legal obligations, enforce our agreements, and defend against security incidents.

5. Sytira AI Privacy Policy

Sytira offers optional AI features (such as automated reply suggestions and message summarization) powered by enterprise LLM APIs.

Zero Public Model Training Guarantee

Your customer conversations, contact data, and workspace messages are never used to train, retrain, or improve public machine learning models. Data transmitted to AI endpoints is processed ephemerally and encrypted in transit via TLS 1.3.

6. Sub-processors & Cloud Infrastructure

Sytira utilizes vetted third-party sub-processors to deliver core cloud infrastructure. All sub-processors are subject to rigorous data processing agreements (DPAs):

Cloud Hosting & Databases: Certified enterprise European Union (EU) data centers (ISO 27001, SOC 2 Type II certified).
Payment Processing: Stripe, Inc. (PCI DSS Level 1 compliant). Sytira never stores raw credit card details.
Official WhatsApp Delivery: Meta Platforms Ireland Ltd. for official WhatsApp Cloud API message relay.
Transactional Email: SendGrid / AWS SES for password resets, team invitations, and alert emails.

7. Data Retention & Erasure

We retain personal data only for as long as necessary to fulfill the purposes outlined in this Privacy Policy:

Account Data: Retained for the active duration of your workspace subscription plus 30 days following workspace deletion.
Conversation History: Stored according to your workspace data retention policies, with self-service deletion controls available to administrators.
Right to Erasure ("Right to Be Forgotten"): Customers and end-users can request complete erasure of their conversation and contact history at any time.

8. International Data Transfers

Sytira is engineered with European Union (EU) data residency priority. If any cross-border data transfer occurs to provide ancillary services, we ensure compliance using standard contractual clauses (SCCs) approved by the European Commission.

9. Your GDPR & CCPA Rights

Depending on your jurisdiction, you have the following enforceable rights:

Access: The right to request copies of your personal data held by Sytira.
Rectification: The right to correct inaccurate or incomplete contact information.
Erasure: The right to request permanent deletion of your personal records.
Data Portability: The right to export your conversations and contacts in machine-readable JSON/CSV formats.
Non-Discrimination: We do not sell personal information and will never discriminate against users exercising privacy rights.

10. Security & Encryption

We employ enterprise-grade security measures to safeguard your information, including AES-256 encryption at rest, TLS 1.3 in transit, role-based access control (RBAC), and continuous vulnerability monitoring. For full details, review our Security Standards.

11. Cookies & Tracking Technologies

Sytira uses essential session cookies strictly necessary to maintain your logged-in state and ensure application security. We do not use third-party behavioral advertising cookies or cross-site tracking pixels on our dashboard.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect operational or legal updates. When changes are material, we will provide notification through your account dashboard or via email prior to the changes taking effect.

13. Privacy Contact & Data Protection Officer

If you have questions about this Privacy Policy or wish to exercise your data rights, please contact our Data Protection team:

Sytira Privacy & Compliance
Email: privacy@sytira.com
Website: https://sytira.com