Buyer's pack · Updated 1 November 2026
Where your data is hosted.
Your data is stored in your own region at Amazon Web Services: a UK organisation's in London, a South African organisation's in Cape Town, and anyone else's in the region in their country, or the nearest one. Answers are written by OpenAI's language models in the United States, which are not trained on your data.
Hosting region
| Your organisation | Hosted at | What runs there |
|---|---|---|
| Organisations in the UK | Amazon Web Services, London (eu-west-2) | The application, its database, backups, file storage and outbound email all run in the London region. |
| Organisations in South Africa | Amazon Web Services, Cape Town (af-south-1) | The application, its database, backups and file storage run in the Cape Town region. Outbound email runs in AWS London. |
| Organisations anywhere else | Amazon Web Services, the region in your country, or the nearest one where AWS has none | We deploy in your region before you go live: the application, its database, backups, file storage and outbound email. |
Sub-processors
These companies process your organisation's data on our behalf, under written contracts that give it the same protection as our data processing agreement. We tell clients at least 30 days before adding or replacing one.
| Sub-processor | Purpose | Data | Location | Used |
|---|---|---|---|---|
| Amazon Web Services EMEA SARL | Hosting: servers, database, backups, file storage, outbound email, text to speech | All service data | Your region (see above) | Always |
| OpenAI, L.L.C. | Language models that write answers, route questions, translate, and turn speech into text | Questions, recent conversation, the knowledge passages used for the answer, and workflow fields an AI step is given | United States | Always |
| Google LLC (Maps Platform) | Geocoding and travel times for scheduling field technicians | Job addresses | United States | Only if you use technician scheduling |
| Trustpilot A/S | Importing your public reviews | Your account connection; reviews are read, not sent | European Union | Only if you connect Trustpilot |
The language model provider
- OpenAI does not use data sent through its API to train or improve its models.
- OpenAI keeps API requests in abuse-monitoring logs for up to 30 days, unless the law requires longer.
- Syntalyze uses the Chat Completions API, which stores no conversation state at OpenAI.
- The transfer to the United States is made under the UK International Data Transfer Addendum, as part of our data processing agreement with OpenAI.
Only what is needed for the answer is sent: the question, the recent conversation and the passages from your knowledge that answer it. Your database is never sent as a whole, and optional redaction keeps contact details, names and addresses out of stored conversations.
Your account with us
Two services handle your organisation's account with us, not your customers' data. We use them as controller, under our own privacy notice:
- Stripe: Card payments for self-serve plans. Billing contact and payment details.
- Google (sign-in): "Sign in with Google" for your staff, if they choose it. Staff name and email.