Terms of Service

1. Agreement to Terms

By registering for an account, accessing, or using the services provided by Sytira ("Sytira", "we", "us", or "our"), you ("Customer", "User", or "you") agree to be bound by these Terms of Service ("Terms") and our Privacy Policy. If you are entering into this agreement on behalf of a company, organization, or other legal entity, you represent and warrant that you have the authority to bind such entity to these Terms.

If you do not agree with any part of these Terms, you must not access or use the Sytira platform.

2. Description of Services

Sytira provides an omnichannel customer communication management platform. The services include, without limitation:

• Website Live Chat: Embeddable live chat widget, lead capture forms, pre-chat prompts, and visitor presence tracking.
• Unified Team Inbox: Multi-agent ticketing and conversation routing across WhatsApp, Live Chat, Email, and supported social channels.
• Official WhatsApp Cloud API: Integration with Meta WhatsApp Cloud API for automated and live customer messaging.
• Captain AI Copilot: Automated response suggestions, thread summarization, and tone rewriting powered by large language models.
• Reports & Analytics: First response time, CSAT metrics, agent resolution statistics, and webhook audit logs.

3. Account Registration & Security

To access Sytira, you must register for an account by providing accurate, current, and complete information. You are solely responsible for:

• Maintaining the confidentiality of your account credentials, API tokens, and webhooks.
• All activities that occur under your account, including actions performed by invited team members and agents.
• Promptly notifying Sytira of any unauthorized use or security breach related to your account.

4. Acceptable Use Policy

You agree not to use the Sytira platform to:

• Send unsolicited commercial bulk messaging (SPAM) or violate the CAN-SPAM Act, GDPR, or telephone consumer protection laws.
• Transmit any unlawful, defamatory, harassing, abusive, fraudulent, or harmful content.
• Reverse engineer, decompile, or compromise the integrity or security of Sytira’s infrastructure.
• Interfere with or disrupt the servers, databases, or networks connected to the service.
• Resell or sublicense access to Sytira without an authorized Enterprise partnership agreement.

5. WhatsApp & Meta Cloud API Policy

Customers are responsible for obtaining explicit opt-in consent from their end-users before initiating outbound template messages over WhatsApp.

6. Captain AI & Copilot Features

Sytira offers optional AI-powered features, including message summarization, smart reply generation, and automated FAQs. By using these features, you acknowledge that:

• AI-generated text is provided for assistance and should be reviewed by human agents prior to sending critical information.
• Customer conversation data sent to LLM endpoints is processed in real time and is never used to train public foundation models without your express written consent.
• You can disable AI features at any time in your Super Admin settings without affecting core messaging functionality.

7. Subscription Fees, Trials & Refunds

Free Trial: Sytira offers a 14-day free trial on selected subscription plans. No credit card is required to register. At the end of the trial period, continued access requires an active paid subscription.

Billing Cycle: Subscriptions are billed in advance on a recurring monthly or annual basis. All payments are processed through secure third-party payment gateways (e.g., Stripe).

Cancellations: You may cancel your subscription at any time via your dashboard billing settings. Cancellation takes effect at the end of the current billing cycle, with no partial refunds for mid-cycle cancellations.

8. Intellectual Property & Customer Data Ownership

Customer Data: You retain 100% ownership of all customer data, conversation transcripts, contact records, and media uploaded to your Sytira account. Sytira does not claim any intellectual property rights over your data.

Sytira Property: Sytira and its licensors retain all right, title, and interest in and to the platform, including logos, visual interfaces, documentation, and software.

9. Data Processing Agreement (DPA)

To the extent Sytira processes personal data on your behalf as a data processor under the General Data Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA), the terms of our Data Processing Agreement apply:

• We process customer data only in accordance with your documented instructions.
• We implement industry-standard technical and organizational security measures, including TLS 1.3 encryption in transit and AES-256 encryption at rest.
• We assist you in fulfilling data subject requests (access, rectification, and erasure).

10. Service Level Agreement & Availability

We strive to maintain a 99.9% uptime across our global cloud infrastructure. Scheduled maintenance windows are communicated in advance. Emergency maintenance or third-party upstream outages (such as Meta WhatsApp outages or AWS connectivity issues) are excluded from uptime guarantees.

11. Limitation of Liability & Warranties

To the maximum extent permitted by applicable law, Sytira is provided "as is" and "as available" without warranties of any kind, whether express or implied. In no event shall Sytira, its directors, or affiliates be liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits arising out of your use of the services.

12. Termination & Suspension

We reserve the right to suspend or terminate your access immediately if you breach these Terms, engage in fraudulent activity, or violate our Acceptable Use Policy. Upon termination, your right to use the platform ceases, and you may request an export of your customer data within 30 days.

13. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with applicable laws, without regard to conflict of law principles. Any legal disputes shall be resolved in the competent courts having jurisdiction over Sytira’s governing entity.

14. Contact Information

If you have questions, feedback, or legal notices concerning these Terms of Service, please contact our legal and support team: