Privacy policy

Effective October 28, 2026

This privacy policy tells how Synnax Labs, Inc. ("Synnax Labs", "we", "us") collects, uses, shares, and protects personal information. It applies when you:

Visit our websites, such as www.synnaxlabs.com and docs.synnaxlabs.com.
Use the Synnax portal at portal.synnaxlabs.com, where you manage your account and licenses.
Use Synnax Desktop.
Contact us, or deal with us in sales, support, or events.

Synnax Labs controls this information. This is also true when your organization gives you access to our services. If you have questions, email privacy@synnaxlabs.com.

The Synnax Core, Console, and Driver that you run on your own computers do not send us the data that you record. A Synnax Core checks its license on its own, with no connection to us. The Console and Synnax Desktop check for updates, as section 1 tells.

1. Information we collect

Information you give us

Portal account: your name, email address, and password. If you log in with Google or Microsoft, we get your name, email address, and profile image from that account. We do not get your Google or Microsoft password. If you turn on two-step login by text message, we keep your phone number.
Organization: the name of your organization, its members, and their roles. When a person invites you to an organization, we get your email address from that person.
Messages: what you send us in a contact form, a feedback form, or an email, such as your name, email address, phone number, company, and message.

Information about your machines and licenses

License records: the licenses of your organization, their terms and seats, and a log of license actions. The log records who did each action and when, and the machine names, fingerprints, and email addresses that the action used.
Machine names: the name that you give a machine when you activate a license. For Synnax Desktop, the host name of the computer.
Host fingerprints: salted, slow hashes of the hardware (MAC) addresses of the network interfaces of a computer. We get the hashes, not the addresses.
Renewals: when each Synnax Desktop computer first logged in and last renewed its license.

Synnax Desktop usage data

After you log in, Synnax Desktop can send usage data. It sends none before you log in. Usage data is linked to the email address and ID of your account, and holds:

Launches: a random ID for the install, the app version, the operating system, the processor type, and the time since the last launch.
Screens: the type of each tab that you look at, such as a line plot or a schematic. Not its name.
Clicks: the parts of the app that you click, with all text masked.
Screen recordings: recordings of the app window, which show what you click and how the screen changes. They show the text in the app, such as channel names, and what you type, but not passwords. Plots, logs, and values show blank.
Actions: when you create a channel, plot, schematic, or range, connect or configure a device, start a task, or deploy an automation. Types only, not names.
The built-in Core: how long it takes to start, how long it ran, why it stopped, and the size of the data that a reset erased.
Crash reports: the error message and where in the app it occurred. An error message can name a channel or a device.
Survey answers: your answers, if you answer a survey in the app.

PostHog, which stores usage data for us, also receives the IP address of the computer. It uses the address to find the country and city, and then discards it. Synnax Desktop does not send recorded data, channel values, or files. We use usage data to find bugs and to learn which features people use.

We use the country of your IP address to choose how the login page asks about usage data. In the EU, the EEA, the UK, Switzerland, and countries that we cannot identify, it asks for your consent, and Synnax Desktop sends usage data only if you agree. Everywhere else, it shows a notice, and usage data is on. To turn usage data off at any time, run the "Change usage data settings" command in the app, and turn off "Share usage data".

Website analytics

On www.synnaxlabs.com, docs.synnaxlabs.com, and the portal, PostHog records the pages that you visit, your clicks, the page that sent you, how fast pages load, and your browser and device type. How it records them depends on cookies:

With cookies: PostHog stores a cookie with a random ID in your browser for one year. The ID shows us when you come back, and connects your visits across our websites. PostHog also makes screen recordings of your visits, which show what you click and how the page changes. Recordings hide what you type in forms. In the portal, recordings hide all text.
Without cookies: PostHog stores nothing in your browser and makes no recordings. To count visitors, it makes a code from your IP address and browser type, with a random value that changes each day. It cannot connect the code to you.

In the EU, the EEA, the UK, Switzerland, and countries that we cannot identify, our websites ask before they use cookies. They count visits without cookies until you choose, and after you reject. Everywhere else, they use cookies. To turn cookies on or off, click "Cookie settings" at the bottom of a page.

If you log in to the portal while cookies are on, we link your website visits to your account and to your Synnax Desktop usage data. PostHog receives your IP address, uses it to find your country and city, and then discards it.

Information we collect automatically

Search: the words that you search for in the documentation.
Updates: while they are open, the Console and Synnax Desktop ask our website for updates every 30 seconds, also before you log in. Our website sends the request on to GitHub, which serves the updates. Both get your IP address.
Logs: our servers and service providers record the IP address, browser, and time of each request, for security and to fix problems.
Cookies and browser storage: the portal uses cookies to keep you logged in and to remember the organization that you chose last. Our websites keep your cookie choice in a cookie for one year, and use the analytics cookie that "Website analytics" tells about. The documentation stores your display choices in your browser, such as the programming language of code examples. We do not use cookies for advertising.

2. How we use information, and our legal bases

We use personal information for these purposes. If the law of the EU, the EEA, the UK, or Switzerland applies to you, the legal basis of each purpose is in parentheses.

To make and run your account and organization, to issue, renew, and check licenses, to count seats, and to send service emails, such as invitations and warnings that a license will expire (contract).
To find bugs in Synnax Desktop and to learn which features people use, with usage data and recordings (consent).
To keep our services and your account safe, to prevent abuse, such as too many license requests in a short time, and to keep logs (legitimate interests: to protect our services and our users).
To learn how people use our websites, and to link their visits to their account, with cookies and recordings (consent).
To count visits without cookies (legitimate interests: to make our websites and documentation better).
To answer your messages and give support (legitimate interests: to answer you).
To keep records for tax, contracts, and disputes, and to obey the law (legal obligation, and legitimate interests: to protect our rights).

To get our assessment of a legitimate interest, email privacy@synnaxlabs.com. We do not sell personal information. We do not share it for targeted advertising.

3. Who we share information with

These service providers process personal information for us, under contracts that limit how they use it:

Clerk: portal accounts, login, and organizations. Clerk also sends login, invitation, and password emails and text messages. When you make an account, Clerk can use Cloudflare Turnstile to check that you are not a bot.
PostHog (US cloud): Synnax Desktop usage data, website analytics, and recordings.
Vercel: hosts our websites and the portal. It finds your country from your IP address, so that our websites and the login page know whether to ask before they use cookies or usage data.
Neon: stores portal records in a database.
Resend: sends emails that a license will expire.
Amazon Web Services: signs license keys. The signed data includes host fingerprints and the ID of your organization.
Formspree: receives contact and feedback forms.
Algolia: runs the documentation search, and gets the words that you search for and your IP address.
DigitalOcean: serves the images and videos on our websites.
GitHub: serves updates for the Console and Synnax Desktop.

Google and Microsoft get information only if you log in with them. We can also share information when the law requires it, to protect our rights, or as part of a merger, sale, or similar change of our company. No other company collects information about your activity across other websites through our services.

4. International transfers

We are in the United States. When you use our services from the EU, the EEA, the UK, or Switzerland, you send your information to us in the United States. We are not certified under the Data Privacy Framework.

Our service providers in the United States get your information under one of these safeguards:

Their certification under the EU-U.S. Data Privacy Framework, its UK Extension, or the Swiss-U.S. Data Privacy Framework.
The standard contractual clauses of the European Commission (Decision (EU) 2021/914), with the UK Addendum and the Swiss changes.

To get a copy of a safeguard, email privacy@synnaxlabs.com.

5. How long we keep information

Account and organization information: while your account is open. When you ask us to delete it, we delete it within 30 days, with the Synnax Desktop usage data and recordings linked to it. Copies in backups expire within 30 days after that. We keep license records as the next item tells.
License records, with their machine names and fingerprints: for the life of the license and 7 years after it ends, for contracts, tax, and disputes.
Synnax Desktop usage data: 25 months after you last use Synnax Desktop. Recordings of the app window: 30 days.
Website analytics: 25 months. Recordings of website visits: 30 days.
Server logs: 30 days.
Messages: as long as we need them to answer you, and 3 years after.

6. How we protect information

We encrypt connections to our services, limit who can get access to personal information, and keep the license signing key in a hardware key service. The portal gets only hashes of network addresses, never the addresses. No system is completely secure, so we cannot promise that information will never be lost or stolen. If a security incident puts your information at risk, we tell you and the authorities as the law requires.

7. Your rights

Your right to object

You can object at any time to our use of your information based on legitimate interests. Email privacy@synnaxlabs.com. We then stop, unless we have strong legal grounds to continue, or we need the information for legal claims.

Your other rights

Depending on where you live, you can also have the right to:

Get a copy of the personal information we have about you.
Correct information that is wrong.
Delete your information.
Get your information in a format that you can move to a different service.
Limit how we use your information.
Withdraw your consent, with no effect on what we did before.
Complain to your data protection authority.

Residents of California and other US states can have the right to know, correct, and delete their information, and to opt out of its sale or sharing. We do not sell or share personal information. We do not treat you differently when you use these rights.

How to use your rights

Email privacy@synnaxlabs.com. We can ask you to confirm who you are. Another person can make a request for you, and we can ask for proof of your permission.
We answer within one month. For a complex request, we can take two more months, and we tell you if we need them.
To stop Synnax Desktop usage data, turn off "Share usage data" in the app.
To turn off website cookies, click "Cookie settings" at the bottom of a page of our websites.
To remove a Synnax Desktop computer from your account, log it out on the Devices page of the portal.

If you are in the UK, you can complain to us first. We confirm that we got your complaint within 30 days.

8. Information you must give

You must give an email address to make an account or to get a license. Without it, we cannot give you an account. All other information is optional. We do not make decisions about you based only on automated processing that have legal or similarly significant effects.

9. Children

Our services are not for people under 18. We do not knowingly collect information from them. If you think that we have such information, email us and we will delete it.

10. Do Not Track

Our websites do not change what they do when a browser sends a Do Not Track signal.

11. Changes to this policy

When we change this policy, we change the effective date at the top. If a change is important, we tell account holders by email before it applies.

12. Contact us

Email privacy@synnaxlabs.com, or write to:

Synnax Labs, Inc.
3064 Whitman Drive, Suite 400
Evergreen, CO 80439
United States