Legal

Privacy policy

Last updated: October 25, 2026

This page is maintained by Sylar Cloud to answer the most common privacy questions. Binding legal terms are governed by the specific contracts signed between the parties.

1. Information we collect

We collect the information needed to provide, maintain and improve our services. This may include:

• Registration and profile data: name, email, company name and login credentials.
• Usage information: activity logs within the platform, settings and preferences.
• Communication data: conversations, tickets and call records processed through the platform, as allowed by your account settings.
• Customer interaction data and databases loaded into the system: records of interactions, campaigns, interaction history, contacts and any database the customer hosts or integrates into Sylar Cloud.
• Technical information: IP address, browser type, cookies and diagnostic data.

2. How we use your information

We use the information we collect to:

• Operate and maintain the Sylar Cloud platform.
• Provide technical support and customer service.
• Improve the user experience and develop new features.
• Comply with legal and regulatory obligations.
• Send relevant communications about the service, updates or important changes.

3. Information sharing

We do not sell your personal information. We may share data with authorized service providers that help us operate the platform, always under confidentiality and security obligations.

We may also disclose information when required by law, court order, or to protect our rights, property or safety.

4. Google account data (Gmail)

Administrators of a customer company can link a Gmail or Google Workspace mailbox to Sylar Cloud from Mail › Accounts, so that their agents can handle their customers' emails from the platform. The link is authorized on Google's consent screen.

Data we access and what we use it for:

• Read emails (permission gmail.readonly): we read new messages in the linked mailbox, their full thread (sender, recipients, subject, body and attachments) and Gmail labels, to create the case in the corresponding service queue and show it to the agent.
• Send emails (permission gmail.send): from the same mailbox we send the replies written by the company's agents or AI assistant, and the satisfaction surveys the company has configured.
• Account address (permission userinfo.email): we identify the linked mailbox.

Sylar Cloud does not modify, delete, archive or mark emails in the Gmail mailbox. Google data is only used to provide these functions to the company that linked the mailbox.

What we do not do with Google data:

• We do not sell it or use it for advertising, ad profiling or resale to third parties.
• We do not share it with third parties, except with providers needed to deliver the service, when required by law, or with the customer's consent.
• We do not use it to train or improve general artificial intelligence models.
• No person reads the content of emails, except the customer company's agents while handling them, with the customer's consent for technical support, for security (investigating abuse) or due to a legal obligation.

Artificial intelligence: if the company enables the AI assistant for Mail, the email content and its thread are sent to our language model provider only to draft the reply at that moment. The provider cannot use that data to train its models.

Retention and revocation: emails that become cases are kept in Sylar Cloud as part of the customer company's service history, according to its contract. When the account is deleted in Mail › Accounts, Sylar Cloud revokes access on Google immediately. You can also remove access at any time from myaccount.google.com/connections. To request deletion of data obtained from Google, write to us at info@sylar.com.co.

Sylar Cloud's use and transfer of information received from Google APIs complies with the Google API Services User Data Policy, including the Limited Use requirements.

Sylar Cloud's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

5. Information security

We implement technical and organizational measures designed to protect your information against unauthorized access, alteration, disclosure or destruction. However, no system is completely secure; we recommend keeping your login credentials confidential.

6. Retention and deletion

We keep your information for as long as necessary to fulfill the purposes described in this policy, resolve disputes, meet legal obligations and enforce our agreements. When the information is no longer needed, we securely delete or anonymize it.

7. Your rights

Depending on your jurisdiction, you may have the right to access, correct, delete or restrict the use of your personal information. To exercise these rights, contact us by phone at +57 302 519 2224 or by email at info@sylar.com.co.

8. Changes to this policy

We may update this privacy policy from time to time. We will notify you of material changes and the date of the last update will appear at the top of this page. Continued use of the platform after any change constitutes your acceptance of the revised policy.

9. Contact

If you have questions about this privacy policy or about how we handle your information, you can contact us by phone at +57 302 519 2224 or by email at info@sylar.com.co.