Skip to content
Sygnyfy
Start free trial

Sygnyfy Terms of Service

The agreement for using Sygnyfy, IC5 Labs' hosted product management service.

Draft. This document is under legal review and isn't in effect yet. Questions? Email support@ic5labs.com.

1. Agreement

These Terms of Service ("Terms") are an agreement between you and IC5 Labs, Inc., a Delaware corporation ("IC5 Labs", "we", "our", or "us"), for Sygnyfy (formerly ProductLab), the hosted service at productlab.ic5labs.com (the "service").

If you use Sygnyfy on behalf of an organization, you agree to these Terms for that organization and confirm you have the authority to do so. "You" then means both you and the organization. If your organization has signed a written agreement with IC5 Labs for Sygnyfy, that agreement controls where it conflicts with these Terms.

Sygnyfy is separate from IC5 Labs' ServiceNow products. It does not run on ServiceNow, and these Terms do not cover those products.

2. The service

Sygnyfy helps product teams capture customer conversations, find customer evidence in them, turn that evidence into prioritized needs, and, on plans that include them, plan features and manage releases. Some features use AI (see section 7).

We may change, add, or remove features. If we remove a feature that is central to the plan you pay for, we will tell you in advance, and you may cancel and receive a prorated refund of fees you paid for the period after the change.

3. Accounts and organizations

  • Sign-in. You sign in with Google, GitHub, Slack, or email through our identity provider. You're responsible for keeping your sign-in secure and for activity under your account. Tell us promptly at support@ic5labs.com if you suspect unauthorized use.
  • Organizations. Your work in Sygnyfy belongs to an organization. The person who creates it is its owner. Owners and admins invite and remove members and set their roles. Your organization is responsible for who it gives access to and for its members' actions.
  • Accurate information. Give accurate information and use an email address you're authorized to use.

4. Plans, trials, and payment

  • Plans and prices. Sygnyfy is sold per paid seat per month, billed annually or monthly, on the plans and at the prices shown on our pricing page when you subscribe. A paid seat is an active member who is an owner or admin of your organization or who holds a manager or admin role in any area. Other members are free contributors and are not billed. Pending invitations are not billed.
  • Founding offer. If your organization receives the founding offer at checkout, the discount shown applies to your subscription for 24 months from your first paid charge. After that, your subscription renews at the then-current list price. The offer has no cash value and ends if you cancel.
  • Merchant of record. Paddle.com Market Limited ("Paddle") sells Sygnyfy subscriptions on our behalf and is the merchant of record. Paddle processes your payment, collects any sales tax or VAT, and issues your invoices, and Paddle's buyer terms also apply to your purchase. Paddle collects your card details; IC5 Labs never receives them.
  • Free trial. New organizations get a 14-day free trial of the plan they choose. A payment method is required to start. Unless you cancel before the trial ends, your subscription starts automatically and Paddle charges the payment method on file for the plan and billing interval you chose. We email the owner 3 days and 1 day before the trial ends. One trial per organization.
  • Adding and removing paid seats. Adding a paid seat, including giving a member a paid role, is charged right away, prorated for the rest of the billing period. Removing a paid seat takes effect at renewal on annual billing and is credited, prorated, on monthly billing.
  • Changing plans or billing. Switching from monthly to annual billing, and upgrading, take effect immediately with proration. Switching from annual to monthly billing, and downgrading, take effect at your next renewal. After a downgrade, data in features your new plan doesn't include stays read-only for 30 days and is then hidden, never deleted.
  • Renewal. Subscriptions renew automatically for the same billing interval until cancelled. Owners can cancel at any time in Settings, Plan and billing; access continues until the end of the period already paid for.
  • Price changes. We may change prices with at least 30 days' notice to owners. Changes apply from your next renewal.
  • Refunds. Refunds are described in our Refund Policy.
  • Failed payments. If a payment fails, Paddle retries it and we email the owner. If payment is still outstanding after Paddle's retries, we may limit your organization to read-only access until it is resolved.

5. AI allowance

Each plan includes a monthly AI allowance per paid seat, pooled across your organization, which resets on your billing date each month. When the allowance is used up, AI actions pause until it resets, and everything else keeps working. We never bill for AI usage beyond your plan.

6. Your data

  • You own your data. Content you and your organization put into Sygnyfy, including transcripts, customer records, evidence, and needs ("Customer Data"), remains yours.
  • Our use of it. You grant IC5 Labs a limited license to host, copy, process, and display Customer Data only as needed to provide, support, and secure the service, and as described in our Privacy Policy and, where it applies, our Data Processing Addendum.
  • Your responsibilities. You're responsible for having the rights and any notices or consents needed for Customer Data, including consent to record and transcribe conversations where the law requires it, and for not uploading special categories of personal data (such as health or financial account information) that Sygnyfy is not designed to handle.
  • Emails to your customers. On plans that include them, Sygnyfy can email your customers on your behalf when you choose to send a report. You are the sender of those emails and are responsible for having a lawful basis to send them. Sygnyfy includes an unsubscribe link and honors opt-outs.
  • Export and deletion. Owners and admins can export Customer Data at any time from Settings, Data export. If the owner deletes the organization, access ends immediately and Customer Data is permanently deleted after 30 days. Backups expire within a further 30 days.
  • Aggregate data. We may use de-identified, aggregated information about how the service is used (for example, how many transcripts are analyzed) to operate and improve Sygnyfy. It never identifies you, your organization, or anyone in your Customer Data.

7. AI features

  • How it works. AI features send text to the model providers listed in our subprocessors through Vercel's AI Gateway. Before any text leaves Sygnyfy, names, email addresses, phone numbers, and other personal data are replaced with placeholders, and the real values are put back when results return. Detecting names that are not already in your Sygnyfy records is best effort.
  • No training. We don't use Customer Data to train AI models, and our model providers' API terms prohibit them from doing so.
  • Human review. AI output is a suggestion and may be incomplete or wrong. Sygnyfy stages AI changes for a person to accept, and you agree that a person reviews AI output before relying on it.

8. Acceptable use

You agree not to:

  • Violate any law or anyone's rights, including privacy and intellectual property rights.
  • Upload malicious code, or try to disrupt, overload, or gain unauthorized access to the service or other customers' data.
  • Probe or test the service's security without our written permission. Report vulnerabilities to security@ic5labs.com.
  • Reverse engineer the service, or use it to build a competing product.
  • Resell or provide the service to third parties, or share accounts.
  • Use the service to send spam or unlawful messages.

We may suspend access that breaks these rules or puts the service or other customers at risk. We will tell you and restore access once the issue is resolved, unless the law or the risk prevents it.

9. Confidentiality

Each of us will protect the other's non-public information shared in connection with the service with reasonable care, use it only for this agreement, and share it only with people who need it and are bound to protect it. This does not apply to information that is public, already known, independently developed, or rightfully received from someone else. Either of us may disclose information when the law requires it, after giving notice where allowed.

10. Support and availability

We provide support at support@ic5labs.com, 9am to 5pm Eastern, Monday to Friday, excluding US holidays. Our initial response targets are four business hours for Severity 1 (Sygnyfy is unavailable or unusable), one business day for Severity 2 (a major feature doesn't work), three business days for Severity 3 (a minor feature doesn't work or there's a workaround), and five business days for Severity 4 (questions and requests). We work to keep Sygnyfy available at all times but don't promise uninterrupted service.

11. Ending the agreement

  • By you. Cancel your subscription at any time; access continues until the end of the paid period. You can also delete your organization from Settings.
  • By us. We may end this agreement if you materially breach it and don't fix the breach within 30 days of notice, or immediately for serious violations of section 8. If we end the agreement without cause, we will give 60 days' notice and refund prepaid fees for the unused period.
  • After it ends. You can export Customer Data for 30 days after your subscription ends, after which we may delete it. Sections 6, 9, 12, 13, 14, and 16 survive.

12. Warranties and disclaimers

We will provide the service in a professional manner, consistent with industry standards, and with the security measures described in our Security page. Except as stated in these Terms, the service is provided "as is", and to the extent the law allows, IC5 Labs disclaims all other warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

13. Limitation of liability

To the extent the law allows, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data, even if advised of their possibility. Each party's total liability arising out of or related to these Terms is limited to the amounts you paid for Sygnyfy in the 12 months before the event giving rise to the claim. These limits don't apply to your payment obligations, a party's indemnity obligations, or liability that cannot be limited by law.

14. Indemnity

We will defend you against third-party claims that the service, as we provide it, infringes their intellectual property rights, and pay resulting damages and costs finally awarded. You will defend IC5 Labs against third-party claims arising from Customer Data or your use of the service in breach of these Terms, and pay resulting damages and costs finally awarded. The defending party must be told promptly and given control of the defense, with reasonable help from the other party.

15. Changes to these Terms

We may update these Terms. We will post the new version with its effective date and, for material changes, email owners at least 30 days in advance. Continuing to use Sygnyfy after the effective date means you accept the changes; if you don't, you may cancel before then and receive a prorated refund for the unused period.

16. Governing law and disputes

These Terms are governed by the laws of the State of Delaware, without regard to its conflict of law rules. Disputes will be resolved exclusively in the state and federal courts for New Castle County, Delaware, and you and IC5 Labs consent to their jurisdiction and venue. Nothing here limits rights you have as a consumer under the law where you live.

17. General

These Terms, together with the documents they reference, are the entire agreement about Sygnyfy. You may not assign them without our consent, except as part of a merger or sale of your business. If any part is unenforceable, the rest still applies. Our failure to enforce a provision is not a waiver. Neither party is liable for delays caused by events beyond its reasonable control.

18. Contact

IC5 Labs, Inc.
[Street address]
Orlando, Florida
support@ic5labs.com