Syncro’s Approach to AI Security and Data Privacy

Our Principles

• Human oversight and control. AI in Syncro assists your technicians and administrators. By default, AI-generated suggestions, summaries, and classifications are inputs to a human decision. Where Syncro offers AI features that can act automatically on your behalf, such as assigning a ticket or applying a suggested resolution, you choose whether to turn that automation on, and you can always step in, review, and override.
• Data protection first. Your data is not used to train AI models outside of Syncro’s own systems and features. We do not share your data with third-party AI vendors for the purpose of training their models.
• Transparency. We disclose, at a category level, what AI does in the Syncro platform, how it is surfaced, and what control you have over it. This document is reviewed and updated as our AI capabilities evolve.
• Your control. AI features in Syncro are administrator controlled. You can see when AI is active in the product, and you can turn AI features off.

This statement describes our approach at the level of principle, not implementation. It is intended to remain accurate as our AI capabilities evolve, and it does not enumerate specific features, models, or vendors. Those details change; our commitments to you do not

Compliance

Syncro maintains SOC 2 compliance, audited by A-LIGN, and complies with GDPR, HIPAA, and CCPA for the handling and protection of customer data. These commitments apply across the platform, including AI-powered features. See our compliance details for certification specifics and documentation requests.

How AI Works in the Syncro Platform

Syncro uses AI to assist with tasks that are repetitive, time consuming, or context heavy for your technicians, primarily around ticket management and service delivery. Examples include summarizing ticket history and troubleshooting context, classifying and routing incoming tickets, suggesting which technician is best suited to handle a given issue based on past resolution patterns, and suggesting resolution steps based on similar past tickets.

AI in Syncro can work in two ways, depending on how you configure it:

• Assistive by default. AI-generated summaries, classifications, and suggestions are surfaced to a human technician or administrator for review. Scripts, remediations, and resolutions are executed based on a human decision.
• Automatic, if you choose. For certain workflows, such as ticket assignment or applying a suggested resolution, you can configure Syncro to act on the AI’s output automatically rather than waiting for a human to confirm it. This is your choice to turn on, not a default behavior, and you can step in, review, or reverse an automated action at any time.

AI features in Syncro are administrator controlled and clearly surfaced in product:

• AI features, including whether they run automatically or require human confirmation, are enabled and configured from an AI Preferences area in Syncro’s admin settings, at the account level.
• Where an AI feature is active on a given screen, such as a ticket summary or an automatically assigned ticket, it is visually distinguished from human entered content or a human made decision, and you can provide feedback on its output.

Syncro also supports your own AI connections: you can connect your own AI tools and assistants to your Syncro data through Syncro’s MCP (Model Context Protocol) integration, allowing you to bring the AI provider of your choice to query and act on your own Syncro environment under your own control.

Related: About Syncro’s AI Features | Syncro MCP Integrations

How Your Data Is Handled

Does Syncro use your data to train AI models?
Syncro uses your data to improve Syncro’s own AI features, for example refining the prompts and internal models behind ticket summarization based on technician feedback. Your data is not sent to third-party AI vendors to train their models, and is not used to improve AI systems outside of Syncro’s own platform.

Where is your data processed when an AI feature runs?
AI features run within Syncro’s own cloud infrastructure. Data used by AI features is not stored or processed outside the infrastructure Syncro already uses to run the rest of the platform.

What control do you have over AI feature usage?
You can enable or disable AI features at the account level from Syncro’s AI Preferences settings, choose whether an AI feature runs automatically or requires human confirmation, and turn off Syncro’s use of your account data for AI improvement. Your technicians can flag AI output as helpful or not helpful from within the product, and can review or reverse any action an AI feature took automatically.

Data Processing Agreements
Syncro enters into Data Processing Agreements with you on a contractual, case-by-case basis. If you have questions about your DPA, contact your account manager or reach out to Syncro Support.

AI in How We Build the Product

Syncro’s engineering and product teams use AI tools to assist with software development, including code generation, code review, and testing. This internal use is governed by Syncro’s internal AI use policy. Every employee agrees and signs the AI policy which directs what tools are available for AI use and how those tools should be used.

No customer data is used in Syncro’s internal engineering or development tooling.

Third-Party AI Providers

Syncro’s AI features are built on third-party AI infrastructure and model providers. We do not commit to a fixed set of providers, since the specific vendors and models we use may change over time.

What does not change is our review process:

• Third-party AI vendors are assessed for their security practices before being used to power any Syncro AI feature.
• Syncro maintains Data Processing Agreements with its AI vendors, consistent with the rest of our subprocessor program.
• Syncro’s infrastructure subprocessors, which support the platform as a whole including AI features, are Amazon Web Services (AWS) and Microsoft Azure.

Syncro includes a full list of our subprocessors within our compliance documentation which can be requested through your account manager or Syncro Support.

Learn More

• Syncro MCP Server
• About Syncro’s AI Features
• Syncro MCP Integrations
• Syncro Compliance
• Platform Safeguards

If you have questions about AI at Syncro, contact: security@syncrosecure.com