Terms of Service

Capitalized terms have the meanings given below or where first defined.

• Agreement means these Terms, every document incorporated by reference in Section 10, and each Order.
• Affiliate means an entity that controls, is controlled by, or is under common control with a party, where control means ownership of more than fifty percent of the voting interests.
• AI Features means the parts of the Services that use automated speech recognition, large language models, speech synthesis, text embeddings, classification, or summarization. This includes the assistant that answers calls and messages, the conversation flow generator, call summaries, routing classification, and email triage.
• Authorized User means an individual you permit to access a Workspace, including your employees and contractors and, for an Agency Workspace, the users of your Sub-Accounts.
• Confidential Information means non-public information disclosed by one party to the other that is designated as confidential or that a reasonable person would understand to be confidential from its nature or the circumstances of disclosure.
• Customer Configuration means everything you determine and control about how the Services operate for you: your use case; the conversation flows you build and the branches they take; the prompts and instructions you give the assistant, the questions it asks, and the information it collects; your knowledge-base content; your recording-consent and AI-disclosure settings; your message templates; the registration information you supply for messaging or telephony purposes; your escalation and transfer targets; your business hours; and the Third-Party Platforms you connect.
• Customer Data means any data, content, or other information of any type that is submitted to the Services by or on behalf of Customer, or that is collected through the Services in the course of Customer's use of them, expressly including information about End Users. Call audio and recordings, transcripts, conversation summaries, message bodies, chat and email content, contact details, call metadata, knowledge-base content, prompts, and flow configurations are all Customer Data.
• Customer Property means a website, phone number, chat surface, email address, or other property you operate and connect to the Services.
• Documentation means the product documentation and in-product guidance we publish for the Services.
• End User means any person who interacts with you through the Services: a caller, a message recipient, a web chat visitor, a person who emails you, or a person to whom a conversation is transferred.
• Order means your selection of a plan and any add-ons through the checkout in your Workspace, or a written order form or enterprise agreement signed by both parties.
• Services means the suite of customer support software-as-a-service solutions Syntax Voice offers through its online platform across voice, text messaging, web chat, and email, together with the dashboard, the flow builder, the APIs, the Documentation, and any human escalation service you purchase.
• Service Data means configuration, account, billing, usage-counter, security-log, and diagnostic telemetry records that we generate to operate, secure, support, and bill for the Services. Service Data does not include the contents of End User conversations.
• Sub-Account means a Workspace created beneath an Agency Workspace for one of the agency's own clients.
• Third-Party Platform means any product or service not provided by us that you connect to or use with the Services, including telephony carriers, calendars, customer relationship management systems, field service software, and endpoints you configure to receive outbound webhooks.
• Workspace means the tenant boundary within the Services. Every record in the platform is scoped to a Workspace.

• Billing. Subscriptions are billed in advance. Usage overages, meaning minutes exceeding your plan’s included allowance, are billed at the published rate, currently $0.10 per minute on the Solo, Growth, and Pro plans and $0.09 per minute on Agency. Enterprise rates are set in your Order. You are responsible for all passed-through taxes, telecom surcharges, and registry fees.
• 30-day guarantee. New Workspaces may cancel within the first 30 days for a full refund of base subscription fees (usage and carrier fees excluded).
• Suspension. Failure to pay undisputed invoices may result in account suspension.

• Our IP. We own the Services, software, and AI configurations.
• Your data. You retain full ownership of all Customer Data, including End User conversations. You grant us a license to process this data solely to operate the Services.
• Deletion. Deleted workspaces permanently erase conversational data after a 30-day grace period, excluding legally mandated records such as SMS opt-outs.
• Confidentiality. Both parties agree to protect each other’s Confidential Information with reasonable care.

We warrant that we will provide the Services professionally and will not materially decrease core functionality.

• By Syntax Voice. We will defend you against third-party claims alleging our platform infringes on intellectual property rights.
• By Customer. You will defend and indemnify us against claims arising from your Customer Data, your End User interactions (including recording and messaging compliance claims), inaccurate campaign registrations, or your failure to route emergency calls.

Subscriptions automatically renew unless canceled. Either party may terminate for an uncured material breach. We may suspend or terminate immediately for acceptable-use violations, unpaid invoices, or severe security or legal risks.

• Governing law. Texas law applies.
• Dispute resolution. Mandatory 30-day informal resolution process. Unresolved disputes go to individual binding arbitration via the AAA in Collin County, Texas.
• Opt-out. You may opt out of arbitration by emailing hello@syntaxvoice.com within 30 days of accepting these Terms.

The Acceptable Use Policy, Data Processing Addendum, Business Associate Agreement (if applicable), Communications Policy, and Website Terms of Use are incorporated by reference.