Our Policies

SaaS Product Access

• Instant Access: Immediate access upon subscription confirmation
• 99.9% Uptime SLA: Guaranteed service availability for paid plans
• Maintenance Windows: Scheduled during off-peak hours with 48-hour notice
• API Rate Limits: Based on subscription tier (documented in API docs)

Custom Development Timeline

• Small Projects (1-4 weeks): Web apps, integrations, MVPs
• Medium Projects (1-3 months): Full-stack applications, mobile apps
• Large Projects (3-6 months): Enterprise solutions, complex systems
• Maintenance & Support: Ongoing, based on agreement

Delivery Standards

All deliverables include source code, documentation, deployment guides, and knowledge transfer sessions. Projects follow agile methodology with regular sprint reviews and client feedback incorporation.

Data Protection

• Encryption: All data encrypted at rest and in transit (AES-256, TLS 1.3)
• Backup: Daily automated backups with geo-redundancy
• Access Control: Role-based access with multi-factor authentication
• Compliance: GDPR, CCPA, SOC 2 Type II compliant

Code Security

• Regular security audits and vulnerability assessments
• Secure coding practices and peer code reviews
• Dependency scanning and updates
• Penetration testing for critical applications

Incident Response

24/7 monitoring with immediate incident response team activation. Clients notified within 4 hours of any security incident affecting their data or services.

Support Tiers

Support Channels

• Email: support@syntaxinnovation.com (primary)
• Phone: +1 (737) 313-0370 (business hours)
• Dashboard: In-app support tickets for SaaS products
• Documentation: Comprehensive docs and API references

Issue Resolution

Critical issues prioritized immediately. Non-critical issues addressed based on severity and impact. All issues tracked with ticket numbers and resolution updates.

Permitted Use

• Business and personal projects within legal boundaries
• Development, testing, and production deployments
• Integration with third-party services via APIs
• Educational and non-profit use (special pricing available)

Prohibited Activities

• Illegal activities or content
• Malware, phishing, or security attacks
• Spam or unsolicited communications
• Copyright infringement or piracy
• Reselling services without authorization
• Excessive resource consumption affecting other users

Enforcement

Violations may result in service suspension or termination. We reserve the right to investigate suspected violations and cooperate with law enforcement when required.

Ownership Rights

• Custom Development: Client owns all custom code upon full payment
• SaaS Products: We retain all rights to our platform code
• User Content: You retain ownership of your data and content
• Open Source: Third-party licenses remain in effect

License Grants

• SaaS users receive a non-exclusive license during subscription
• Custom development includes perpetual license for delivered code
• We may showcase projects in portfolio with client permission
• Pre-existing IP and frameworks remain our property

Confidentiality

We maintain strict confidentiality of client information, trade secrets, and proprietary data. NDAs available upon request for sensitive projects.

Performance Standards

• Page load times under 3 seconds (95th percentile)
• API response times under 500ms (95th percentile)
• Database query optimization for sub-second responses
• CDN delivery for static assets globally

Regulatory Compliance

• GDPR: Full compliance for EU data subjects
• CCPA: California Consumer Privacy Act compliant
• HIPAA: Available for healthcare projects (additional terms apply)
• PCI DSS: Payment card data handled securely

Dispute Resolution

Disputes resolved through good faith negotiation, followed by mediation if necessary. Arbitration in Sheridan County, Wyoming as final resort.

Governing Law

All agreements governed by Wyoming state law, USA. International clients subject to applicable international commerce laws.