Scope
These Service Terms describe the public baseline terms SynchrotronAI expects to use for professional services, managed services, implementation work, cloud engineering, systems integration, support, maintenance, pilots, and related service operations.
These Service Terms apply only when they are incorporated into a signed agreement, order, statement of work, managed services agreement, support plan, or other written contract with SynchrotronAI Inc. If a signed agreement includes different terms, the signed agreement controls for that engagement.
Relationship to other terms
The Terms of Use govern public website use. The Data Processing Agreement governs customer personal data when incorporated into an agreement. The Security page summarizes public security practices. The Acceptable Use Policy applies to systems, accounts, support channels, and environments connected to SynchrotronAI services.
For a customer engagement, the order of precedence is the signed master agreement, the signed order or statement of work, any signed support plan or security schedule, the signed DPA, these Service Terms, and then the public website Terms of Use, unless the signed documents state a different order.
Statements of work and orders
Professional services and managed services should be documented in a written statement of work, order, support plan, or similar engagement document. The document should define the services, deliverables, assumptions, timeline, fees, customer responsibilities, data categories, deployment model, third-party systems, support expectations, and any project-specific security requirements.
Website descriptions, conversations, intake submissions, proposals, roadmaps, estimates, pricing examples, and planning discussions are not binding service commitments unless SynchrotronAI accepts them in a signed agreement or approved order.
Scope control and changes
SynchrotronAI is responsible only for the work expressly included in the signed scope. Work outside scope may require a written change order, revised estimate, additional fees, adjusted timeline, or a separate order.
Scope changes may include new integrations, new data sources, additional environments, production hardening, migration work, reporting, training, documentation, security controls, after-hours support, performance requirements, regulatory requirements, backup requirements, disaster recovery requirements, or third-party procurement work not included in the original scope.
Professional services deliverables
Professional services deliverables may include code, configurations, workflows, documentation, designs, reports, deployment assets, data mappings, runbooks, integrations, training materials, or other artifacts identified in the applicable statement of work.
Unless a signed agreement says otherwise, a deliverable is accepted when SynchrotronAI provides it and the customer does not report a material nonconformity within the review period stated in the applicable order. If no review period is stated, the default review period is ten business days.
Rework and acceptance issues
If a deliverable materially fails to match the signed scope, SynchrotronAI will use reasonable efforts to correct the issue or provide a workaround. Rework caused by changed requirements, missing customer inputs, inaccurate data, third-party changes, customer environment changes, or requests outside the signed scope may require a change order.
Acceptance does not require a deliverable to include every desired enhancement, future feature, optimization, integration, design variant, or operational control unless that requirement is stated in the signed scope.
Managed services and support scope
Managed services and support may include monitoring, maintenance, troubleshooting, incident coordination, user support, cloud operations, vendor coordination, release support, configuration updates, backup administration, documentation, or ongoing improvement when those activities are included in a signed support plan or managed services scope.
No service level agreement, uptime commitment, response target, after-hours duty, emergency support duty, monitoring duty, backup duty, recovery objective, patching duty, endpoint duty, security operations duty, or help desk obligation exists unless it is stated in a signed agreement, order, or support plan.
Support requests and severity
Customer support should be submitted through the approved support channel identified for the engagement. A support request should include the affected system, business impact, reproduction steps, screenshots or logs when safe to share, recent changes, urgency, and the customer's preferred contact.
Severity classifications, response targets, escalation paths, support hours, and emergency procedures must be documented in the applicable support plan. Unless a support plan states otherwise, response times are targets, not guarantees, and resolution time depends on customer availability, third-party providers, defect complexity, environmental access, data quality, and operational risk.
Customer responsibilities
Customers are responsible for providing timely decisions, accurate information, lawful data, qualified contacts, access approvals, test users, business rules, data owners, system owners, acceptance feedback, third-party vendor contacts, and customer-side configuration when required for the engagement.
Customers remain responsible for customer-managed systems, identity providers, endpoints, networks, security settings, licenses, data sources, administrator actions, user training, business procedures, compliance decisions, and third-party tools unless a signed managed services scope expressly assigns a responsibility to SynchrotronAI.
Customer delays and dependencies
Project dates, launch dates, support outcomes, and managed service performance may depend on customer inputs and third-party providers. SynchrotronAI is not responsible for delay, rework, outage, support failure, missed target, or increased cost caused by late approvals, unavailable systems, incomplete data, inaccurate requirements, blocked access, procurement delays, customer-side incidents, or third-party service changes.
SynchrotronAI may pause work, adjust timelines, or issue a change order when customer dependencies are not met or when new facts materially change the risk, effort, or scope.
Remote access and administrative privileges
If a customer authorizes SynchrotronAI to access customer systems, cloud accounts, repositories, devices, SaaS tools, databases, or networks, the customer represents that it has authority to provide that access and that the access complies with law, contracts, third-party terms, and the customer's internal policies.
Remote access should use approved, secure, least-privilege methods. Customers should not send credentials through public forms, ordinary chat messages, screenshots, tickets, or unapproved documents. Customers are responsible for granting, reviewing, limiting, and revoking customer-controlled access unless SynchrotronAI is expressly responsible under the signed scope.
Changes, releases, and maintenance
Changes to production systems should follow the release, review, approval, and rollback process stated in the applicable scope. If no process is stated, SynchrotronAI may use a reasonable process based on system risk, customer urgency, available access, and operational context.
SynchrotronAI may recommend scheduled maintenance windows for updates, migrations, infrastructure changes, security patches, database work, dependency updates, or provider changes. Emergency maintenance may be required to protect security, availability, data integrity, or third-party provider access.
Monitoring, backups, and recovery
Monitoring, alerting, backup administration, restore testing, disaster recovery, high availability, recovery time objectives, and recovery point objectives are included only when documented in the applicable support plan, managed services scope, architecture, or order.
Monitoring may miss issues, alerts may be delayed, backups may fail, restores may depend on provider behavior, and recovery may be affected by data corruption, customer changes, third-party outages, credentials, configuration, and available personnel. SynchrotronAI does not guarantee uninterrupted operation, complete detection, or zero data loss unless a signed agreement expressly provides a different commitment.
Security operations and incidents
SynchrotronAI will handle security work for systems it operates according to the signed scope and the public Security page. Security responsibilities for customer-managed environments remain shared and should be documented during scoping.
Customers must promptly report suspected unauthorized access, credential compromise, malware, unusual behavior, data exposure, account misuse, provider notices, or other security concerns that may affect the engagement. Incident response, forensic investigation, legal notification, regulator communication, customer notification, and breach counsel coordination require written scope unless they are legally required or already included in the applicable agreement.
Third-party services, licenses, and vendors
Customer-selected systems, cloud providers, SaaS tools, identity providers, payment providers, CRMs, ERPs, data warehouses, AI providers, communication tools, monitoring tools, ticketing systems, and other third-party services are governed by their own terms.
Customers are responsible for third-party subscriptions, license counts, procurement, payment, permissions, vendor approvals, support plans, data processing terms, and contractual authority unless a signed order assigns a specific procurement or vendor-management task to SynchrotronAI. SynchrotronAI will not knowingly bypass third-party terms, licensing limits, security controls, or access restrictions.
Subcontractors and personnel
SynchrotronAI may use employees, contractors, advisors, subcontractors, cloud providers, subprocessors, and specialized vendors to provide services, subject to confidentiality, security, data processing, and customer-specific restrictions in the applicable agreement.
Customer requests for named personnel, background checks, specific certifications, on-site work, restricted access, citizenship requirements, or special training must be stated in the applicable order because they may affect staffing, timing, feasibility, and cost.
Intellectual property and reusable materials
Customer ownership of final deliverables is governed by the signed agreement. Unless a signed agreement says otherwise, SynchrotronAI retains ownership of pre-existing technology, reusable code, templates, design systems, proprietary tools, methods, know-how, generic workflows, development techniques, and improvements that are not uniquely created as customer-owned deliverables.
SynchrotronAI may use general skills, ideas, methods, and know-how learned during an engagement in future work, provided that it does not misuse customer confidential information or customer-owned materials.
Data handling in service work
Customer data should be limited to what is needed for the engagement. Sensitive, regulated, export-controlled, classified, protected health, payment card, child, biometric, or highly confidential data should not be provided unless the signed scope and required safeguards authorize that data.
Service work may involve logs, screenshots, tickets, configuration exports, sample records, data mappings, workflow descriptions, and system metadata. Customers should redact unnecessary personal data, secrets, tokens, credentials, and regulated data before sharing service materials unless a secure handling process has been approved.
Training, documentation, and knowledge transfer
Training, documentation, runbooks, diagrams, standard operating procedures, administrator guides, user guides, handoff sessions, or knowledge transfer are included only when stated in the signed scope.
Customer administrators remain responsible for reviewing documentation, training users, maintaining internal procedures, and updating business process materials unless a signed managed services scope assigns those duties to SynchrotronAI.
Offboarding and transition assistance
At the end of an engagement, SynchrotronAI will provide offboarding or transition assistance only as stated in the applicable agreement or as otherwise agreed in writing. Offboarding may include access removal, documentation handoff, data export, configuration transfer, provider coordination, credential rotation guidance, or transition support.
Customer remains responsible for preserving its own records, exporting data from customer-controlled systems, maintaining third-party accounts, replacing licenses, rotating credentials, revoking access, and arranging successor support unless the signed scope states otherwise.
Fees, expenses, and renewals
Fees, billing cadence, taxes, expenses, payment methods, renewals, nonrenewal procedures, and late-payment consequences must be stated in the applicable order or agreement. Work outside scope, expedited work, after-hours work, travel, special compliance requests, vendor coordination, procurement support, data restoration, incident response, or transition assistance may require additional fees.
SynchrotronAI may suspend or pause services for nonpayment, unresolved security risk, unavailable customer dependencies, unlawful instructions, unacceptable risk, or violation of applicable terms, subject to the signed agreement and applicable law.
Restrictions on instructions
Customers must not instruct SynchrotronAI to violate law, bypass security controls, evade third-party terms, share credentials improperly, hide material risks, access systems without authorization, disable required logging, remove audit evidence, process prohibited data, or take action that SynchrotronAI reasonably believes is unsafe, unlawful, abusive, deceptive, or outside scope.
SynchrotronAI may refuse, pause, or escalate instructions that create legal, security, privacy, operational, ethical, or third-party-provider risk.
Limitations
Managed services, support, cybersecurity work, cloud operations, automation, and AI-assisted workflows reduce risk but do not eliminate risk. SynchrotronAI does not guarantee that systems will be uninterrupted, error-free, breach-free, malware-free, fully recoverable, or always compatible with changing third-party services.
SynchrotronAI is not providing legal, tax, accounting, medical, investment, insurance, customs broker, or other regulated professional services unless a signed agreement expressly says so. Customers are responsible for obtaining advice from qualified professionals when a workflow affects regulated decisions or legal obligations.
Contact
Questions about these Service Terms may be submitted through the workflow review intake or by email at [email protected].