Synkora | Customer Success Platform

Last Updated: May 5, 2025

1. Introduction

Synkora ("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 customer success platform and related services (collectively, the "Services").

We take your privacy seriously and have developed this policy to help you understand how we handle your data. Please read this Privacy Policy carefully. By accessing or using our Services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

Account Information: When you register for an account, we collect your name, email address, company name, job title, and password.
Profile Information: Information you provide in your user profile, such as your photo, contact details, and professional background.
Billing Information: Payment details, billing address, and other information necessary for processing payments.
Customer Data: Information about your customers that you upload or input into our platform.

2.2 Usage Data

We automatically collect certain information when you use our Services:

Log Data: IP address, browser type, operating system, referring URLs, access times, and pages viewed.
Device Information: Device type, model, operating system, and unique device identifiers.
Usage Patterns: How you interact with our platform, features you use, and time spent on various sections.
Performance Data: System performance metrics and error reports.

3. How We Use Your Information

We use the information we collect for various purposes, including:

Providing, maintaining, and improving our Services
Processing transactions and managing your account
Sending you technical notices, updates, security alerts, and administrative messages
Responding to your comments, questions, and customer service requests
Developing new products, services, and features
Monitoring and analyzing trends, usage, and activities in connection with our Services
Detecting, preventing, and addressing technical issues, fraud, and security breaches
Personalizing your experience and providing content and features relevant to your needs

4. Customer Success Data Processing

As a customer success platform, we process data that helps businesses manage their customer relationships. This includes:

Customer Health Scores: Metrics and indicators of customer satisfaction and engagement
Interaction History: Records of communications between you and your customers
Usage Analytics: How your customers use your products or services
Success Plans: Goals, milestones, and strategies for customer success

We process this data solely for the purpose of providing our Services to you and in accordance with your instructions.

5. Data Sharing and Disclosure

We may share your information in the following circumstances:

With Service Providers: Third-party vendors and service providers who need access to your information to help us provide our Services (e.g., cloud hosting providers, payment processors).
For Legal Reasons: If required by law, regulation, legal process, or governmental request.
Business Transfers: In connection with a merger, acquisition, reorganization, or sale of all or a portion of our assets.
With Your Consent: When you have given us permission to share your information.
Aggregated or De-identified Data: We may share aggregated or de-identified information that cannot reasonably be used to identify you.

6. Data Security

We implement appropriate technical and organizational measures to protect your information against unauthorized access, alteration, disclosure, or destruction. These measures include:

Encryption of sensitive data at rest and in transit
Regular security assessments and penetration testing
Access controls and authentication mechanisms
Employee training on data security and privacy
Incident response procedures

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your information, we cannot guarantee its absolute security.

7. Your Rights and Choices

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

Access: You can request a copy of the personal information we hold about you.
Correction: You can ask us to correct inaccurate or incomplete information.
Deletion: You can request that we delete your personal information in certain circumstances.
Restriction: You can ask us to restrict the processing of your information.
Data Portability: You can request a copy of your data in a structured, commonly used, and machine-readable format.
Objection: You can object to our processing of your information in certain circumstances.

To exercise these rights, please contact us using the information provided in the "Contact Us" section below.

8. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to collect information about your browsing activities and to distinguish you from other users of our Services. This helps us provide you with a good experience when you use our Services and allows us to improve our platform.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our Services may become inaccessible or not function properly.

9. International Data Transfers

Your information may be transferred to, and processed in, countries other than the country in which you reside. These countries may have data protection laws that are different from the laws of your country.

We have implemented appropriate safeguards to ensure that your personal information remains protected in accordance with this Privacy Policy when transferred internationally, including when transferred to countries that may not provide the same level of protection as the laws in your country of residence.

10. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes for which we collected it, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorized use or disclosure, the purposes for which we process your personal information, and whether we can achieve those purposes through other means.

11. Children's Privacy

Our Services are not intended for children under the age of 18, and we do not knowingly collect personal information from children under 18. If we learn that we have collected personal information from a child under 16, we will take steps to delete such information as soon as possible.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes by posting the updated Privacy Policy on our website and updating the "Last Updated" date at the top of this Privacy Policy.

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us at:

Synkora Limited.
6th Floor, The Arch Place,
Nyangumi Rd Kilimani,
Nairobi
Email: info@synkora.com
Phone: +254 701 684 754