Privacy Policy

Last updated: October 19, 2026

Comprehensive Privacy Notice — SILIA

At Silia, Inc. ("Silia", "we" or "our") we value the privacy of the people we deal with. This Privacy Policy (the "Policy") explains what personal data we process, what we use it for, who we share it with and how you can exercise your rights, in connection with the website www.silia.com (the "Site"), the Agentic Automation Platform (the "Platform") and the other services we offer (together, the "Services").

This Policy should be read together with Silia Inc.'s Master Services Agreement, its Service Schedules and the Terms of Service published on this Site. When Silia processes Customer Data as a processor, that processing is governed by the Master Agreement, the Customer's instructions and the applicable data processing agreement, if one has been entered into.

1. Identity and address of the controller

1.1 The controller of your personal data is Silia, Inc., a company incorporated under the laws of the State of Texas, United States of America, with its address at 1475 S Price Rd, Chandler, AZ 85286, United States of America.

1.2 For privacy inquiries and to exercise your rights, you can write to security@silia.com. For general business inquiries, the contact is central@silia.com. Contractual notices between Silia and its Customers must be sent to the email addresses set out in the Service Schedule, in accordance with the Master Agreement.

2. Scope: controller and processor

2.1 Silia as controller. Silia acts as controller with respect to the personal data it processes for its own purposes: Site visitors, prospects, business contacts, account administrator users, suppliers and event attendees.

2.2 Silia as processor. With respect to the personal data that our business customers (each, a "Customer") upload, process or generate on the Platform, including the data of people who interact with their chat and voice AI Agents (the "Customer Data"), Silia acts, where applicable, as processor and processes that data in accordance with the Customer's instructions, the Master Services Agreement and any applicable data processing agreement. The Customer acts as controller and must provide the required notices and obtain the required consents or rely on other legal bases. If you interacted with a Customer's AI Agent, please direct your requests about that processing to the Customer.

3. Personal data we process

Depending on your relationship with us, we may process the following categories of personal data:

Identification and contact: name, email address, phone number, country and city.
Professional data: company, job title, department, industry and business interests.
Account data: username, credentials (stored in encrypted form), roles, permissions and preferences.
Usage and technical data: IP address, device and browser type, operating system, session identifiers, logs, pages visited, date and time of access and activity on the Platform.
Support data: messages, tickets, recordings or transcripts of support calls and communications with our team.
Billing data: legal name, tax details, billing address and payment history. Silia does not store your card number; payments are processed through certified payment providers.
Marketing data: communication preferences, interaction with emails and attendance at events or demos.
Cookies and similar technologies: as described in section 8.
Third-party data: professional contact information obtained from partners, events or publicly available sources.

Sensitive personal data. Silia does not intentionally request sensitive personal data (for example, health, racial or ethnic origin, religious beliefs, sexual orientation or biometric data) for its own purposes. We ask that you do not provide it through the Site or our contact channels.

4. How we obtain your data

Directly from you: when you fill in forms, request a demo, sign up, subscribe, contact support or attend events.
From your organization: when the Customer you work for creates an account for you or names you as a contact.
Automatically: through cookies, server logs and similar technologies when you browse the Site or use the Platform.
From third parties: business partners, distributors, event organizers, business data providers and publicly available sources, to the extent permitted by law.

5. Purposes of processing

5.1 Primary purposes (necessary for our relationship with you)

Create, manage and protect your account on the Platform.
Provide, operate, maintain and support the Services you have contracted.
Enter into and perform contracts, process payments and issue invoices.
Handle requests, inquiries, complaints and demo requests.
Send operational and service communications (technical, security and maintenance notices, or notices of changes to the terms).
Ensure the security of the Site and the Platform, prevent fraud and misuse and investigate incidents.
Comply with legal and tax obligations and with requirements from competent authorities.

5.2 Secondary purposes (not necessary for the relationship)

Send you commercial information, newsletters, event invitations and Silia news.
Run satisfaction surveys and market research.
Business prospecting and statistical analysis to improve our offering.

If you do not want your data to be processed for the secondary purposes, you may say so at any time by emailing security@silia.com with the subject "Refusal of secondary purposes", or through the unsubscribe link included in our communications. Your refusal will not be a reason to deny you the Services.

Legal bases. Where applicable (for example, under the European Union's General Data Protection Regulation), we process your data on the basis of: (i) the performance of a contract; (ii) our legitimate interest in operating, protecting and improving the Services and in communicating with business contacts; (iii) your consent, where the law requires it (for example, for non-essential cookies or certain marketing communications); and (iv) compliance with legal obligations.

6. Customer Data on the Platform and artificial intelligence

6.1 Silia processes Customer Data exclusively to provide the Services to the Customer itself, including the training, tuning and improvement of the AI Agents deployed specifically for that Customer.

6.2 Silia will not use Customer Data to train, tune or improve general-purpose artificial intelligence models, or models shared among customers, nor make it available to third parties for that purpose, without the Customer's express, prior, informed and revocable consent. Revocation will take effect going forward and will not require reversing, rebuilding or deleting models or improvements that previously incorporated authorized learning, in accordance with Clause Twenty-Fifth of the Master Agreement. Anonymization or pseudonymization measures will be applied where technically feasible.

6.3 Silia does not sell Customer Data or use it for its own behavioral advertising. With respect to the personal data for which Silia is the controller, the use of advertising tools and any disclosures of data are described in sections 8 and 10, with the options and consents required by applicable law.

6.4 Customers that use voice agents are responsible for informing their end users about the recording, transcription and use of artificial intelligence in calls, and for obtaining the consents required by law.

7. Automated decision-making

For its own purposes concerning Site visitors, prospects and business contacts, Silia does not make decisions based solely on automated processing that produce legal effects or similarly significant effects. AI Agents configured by Customers may automate interactions and processes on their behalf; it is for the Customer to determine the legal bases, notices and human oversight measures needed in each case, in accordance with the Master Agreement and applicable law.

8. Cookies and similar technologies

We use cookies and similar technologies on the Site and the Platform, which we classify as follows:

Strictly necessary: enable basic functions, authentication and security. They are used without consent only where applicable law allows it.
Functional: remember your preferences, such as language or region.
Analytics: help us understand how the Site is used so we can improve it.
Advertising: may be used to measure campaigns or show relevant ads. You can manage or withdraw your preferences in the cookie management mechanism available on the Site or the Platform, where applicable, and through your browser's options. Silia shall keep this description consistent with the technologies actually deployed.

9. Commercial communications

You can unsubscribe from our commercial communications at any time through the link included in each email or by writing to contact@silia.com. Even if you unsubscribe, we will continue to send you operational and service communications related to your account.

10. Data transfers and disclosures

We may share your personal data with the following categories of recipients, solely for the purposes described in this Policy:

Providers and subprocessors: cloud and infrastructure, telephony, messaging, payment, support, analytics or marketing providers that process data under instructions and appropriate confidentiality and security obligations. Subprocessors of Customer Data are governed by Clause Twenty-Fourth of the Master Agreement; the current list will be available upon reasonable request.
Customers and account administrators: when you are a user of an account managed by your organization.
Group companies, distributors and authorized partners: to provide or market the Services.
Integrations chosen by the Customer: for example, CRM, ERP or messaging platforms, when the Customer enables them.
Professional advisors: lawyers, auditors and accountants, under a duty of confidentiality.
Authorities and courts: when required by law or a lawful order, or to protect our rights.
Counterparties in corporate transactions: in the event of a merger, acquisition, financing or sale of assets.

Transfers to third parties other than our processors that require your consent under applicable law will only be made if you give it. Transfers that do not require it will be made in the cases provided for by that law.

International transfers. As a U.S. company that uses providers located in different countries, personal data may be stored or processed outside the data subject's country of residence, including in the United States. Where applicable, we will apply the safeguards required by the applicable data protection law. With respect to Customer Data, transfers and disclosures will be subject to the Master Agreement, the Customer's notice and any applicable data processing agreements.

11. Data retention

We keep personal data only for as long as necessary to fulfill the purposes for which it was collected, according to the following criteria:

Prospects and marketing: until you withdraw your consent, object, unsubscribe or the data is no longer needed; we may keep minimal data on suppression lists to respect your decision.
Account and service: for the life of the account and afterwards for as long as necessary for support, security, audit, defense of claims or compliance with applicable obligations, in accordance with our retention policies. This data should not be confused with Customer Data subject to Clause Twenty-Second of the Master Agreement.
Billing, payments and contracts: during the business relationship and for the periods required by applicable tax, accounting and commercial laws.
Security and diagnostic logs: for as long as reasonably necessary to protect the service, investigate incidents, meet legal obligations and maintain traceability, in accordance with the applicable internal retention schedules.
Customer Data: will be kept in accordance with the Master Agreement and the Customer's instructions. Within thirty (30) calendar days after termination, the Customer may request in writing its first free export in a standard format. Once that export is completed or the period to request it has elapsed, Silia will delete the Customer Data from production systems within the following sixty (60) calendar days, unless required by law, an order from an authority, or retention in standard backups subject to their ordinary cycles, in accordance with Clause Twenty-Second of the Master Agreement.

Once these periods have ended, data is securely deleted or anonymized.

12. Information security

Silia implements the administrative, technical and physical security measures set out in Clause Ninth of the Master Agreement, including encryption in transit (TLS 1.3 or higher) and at rest (AES-256), multi-factor authentication (MFA), role-based access controls (RBAC), continuous monitoring and data segregation between customers. In the event of a Security Incident affecting the Platform or the information processed, Silia will notify the Customer within twenty-four (24) hours of discovery and will cooperate under the terms of that clause. Notifications to data subjects or authorities will fall to the party obligated under applicable law and the role it plays in the processing.

13. Your rights and how to exercise them

Depending on your location and the applicable law, you have the right to:

Access: know what personal data we hold about you and how we process it.
Rectification: correct your data if it is inaccurate or incomplete.
Erasure: request the deletion of your data when it is no longer needed or is being processed improperly.
Objection: object to processing for specific purposes, including direct marketing.
Withdraw consent and limit the use or disclosure of your data.
Portability, where applicable.
Opt out of the sale, sharing or targeted advertising, where the law provides for it.
Lodge a complaint with the competent data protection authority.

How to exercise them. You can submit your request by emailing security@silia.com. Your request must include:

Your full name and a means of communicating the response to you.
A document proving your identity or, where applicable, the legal representation of the person acting on your behalf.
A clear and precise description of the data and the right you wish to exercise.
Any element or document that helps locate your data and, in the case of rectification, the documentation supporting the correction.

We will handle requests and honor the rights recognized within the periods established by the law applicable to the data subject and to the processing in question. In Mexico, where the ARCO rights regime of Mexican law applies, its legal deadlines will be observed. Exercising these rights is free of charge, except for costs permitted by law. Data subjects will not be discriminated against for exercising their rights.

14. Minors

Silia's Services are offered to businesses and professionals and are not directed at people under eighteen (18) years of age for direct registration and contracting. Silia does not intentionally request personal data from minors for its own purposes. However, Customer Data processed by AI Agents may include information about minors if the Customer is legally authorized to process it. In those cases the Customer must comply with the special information, consent and protection obligations that apply.

15. Provisions by jurisdiction

15.1 Mexico. This Policy constitutes the comprehensive privacy notice under applicable law. If you believe your right to the protection of personal data has been infringed, you may go to the Secretaría Anticorrupción y Buen Gobierno, the competent authority in this matter, or its successor under current law.

15.2 European Economic Area, United Kingdom and Switzerland. You have the rights provided for in the General Data Protection Regulation, the UK GDPR and applicable Swiss law, including the right to lodge a complaint with the supervisory authority of your country of residence.

15.3 United States. Residents of states with applicable privacy laws (for example, California, Colorado, Virginia or Texas) may have additional rights, including the right to appeal where the law provides. Silia does not sell Customer Data; practices regarding advertising or measurement cookies on the Site are described in section 8 and are subject to the opt-out rights or other options that apply by law.

15.4 Brazil and Canada. Data subjects in Brazil have the rights provided for in the Lei Geral de Proteção de Dados (LGPD), and in Canada those provided for in applicable federal and provincial law. They may exercise them through the means indicated in section 13.

16. Third-party sites and services

The Site and the Platform may contain links or integrations with third-party sites and services. This Policy does not apply to them; we recommend that you review their respective privacy policies.

17. Changes to this Policy

We may update this Policy when our practices, the Services or applicable laws change. We will publish the current version at www.silia.com with its update date. When changes are significant, we will endeavor to notify them at least thirty (30) calendar days in advance by email or notices on the Site or the Platform, to the extent applicable and without altering the amendment mechanisms of the Master Agreement, whose contractual changes are governed by its Preamble. We will request additional consent where the law requires it.

18. Contact

Controller: Silia, Inc.
Address: 1475 S Price Rd, Chandler, AZ 85286, United States of America
Privacy email: security@silia.com
Phone: +52 5547050477

19. Consent

By providing personal data through the Site, registering or using the Services, you acknowledge that you have had access to this Policy. The processing of your data will be based on the legal bases applicable to each purpose and jurisdiction; where the law requires consent, it will be requested through the appropriate means. Acceptance of the Master Agreement and the instructions relating to Customer Data are governed by their contractual provisions.