Operational Excellence for Healthcare Service Teams

Effective Date: January 15, 2024

Last Updated: January 04, 2025

This Privacy Policy describes how SNI-Management © LLC ("SNI," "we," "us," or "our") collects, uses, discloses, and protects personal information when you visit our websites, interact with our marketing, or use our products and services (collectively, the "Services"). This Privacy Policy also describes your choices and rights regarding your personal information.

Company Contact Information

SNI-Management © LLC
200 Mission Street, Suite 1200
San Francisco, CA 94105
United States
Phone: +1 (415) 564-0145
Email: support@sni-management.com

1) Scope

This Privacy Policy applies to personal information we process in connection with:

• Our websites and online properties that link to this Privacy Policy;
• Sales and marketing interactions (including events, demos, and communications);
• Our SaaS products and related support services.

Important note for business customers (B2B): When we provide Services to an organization, we may process personal information on behalf of that organization as a "service provider" or "processor." In those cases, the organization's privacy policy and instructions generally govern how that data is used, and you should direct privacy requests to that organization. Where required, we will support our customers in responding to requests.

2) Personal Information We Collect

We collect personal information from several sources.

A. Information you provide

• Contact and account information: name, work email address, phone number, company, job title/role.
• Inquiry and demo information: details you submit through forms, emails, or calls (e.g., your message, requirements, timeline).
• Support communications: information you provide to our support team, including tickets and correspondence.
• Event and webinar participation: registration details and attendance information.

B. Information we collect automatically

• Device and usage data: IP address, device identifiers, browser type, operating system, pages viewed, links clicked, referring URLs, and approximate location derived from IP.
• Cookie and similar technology data: identifiers and preferences stored via cookies, pixels, local storage, and similar tools (see "Cookies and Tracking Technologies").

C. Information from third parties

• Business contact data: professional contact details from partners, resellers, or public sources.
• Marketing and analytics providers: aggregated or event-level analytics, depending on configuration.

3) How We Use Personal Information

We use personal information for the following purposes:

• Provide and operate the Services: including authentication, customer support, and service communications.
• Sales and marketing: respond to inquiries, provide demos, send newsletters or product updates (where permitted), and personalize outreach.
• Improve and develop our Services: analyze usage trends, conduct research, and enhance features and user experience.
• Security and fraud prevention: protect against malicious, deceptive, fraudulent, or illegal activity; enforce our policies.
• Legal and compliance: comply with applicable laws, regulations, lawful requests, and to establish or defend legal claims.

4) Legal Bases for Processing (Where Applicable)

Where required by law (for example, for certain individuals outside the United States), we rely on one or more of the following legal bases:

• Contract: to provide the Services or take steps at your request.
• Legitimate interests: for security, product improvement, and business operations.
• Consent: where required for certain cookies/marketing communications.
• Legal obligation: to comply with laws and lawful requests.

5) How We Share Personal Information

We may share personal information with:

• Service providers and contractors: hosting, support tools, analytics, communications, security, and payment-related providers as needed to operate our business. These providers are authorized to use personal information only as necessary to provide services to us.
• Business partners: for co-marketing, events, or referrals, where permitted and/or with appropriate notices.
• Affiliates: entities under common ownership or control, consistent with this Privacy Policy.
• Legal and safety disclosures: to comply with law, respond to lawful requests, protect rights and safety, and prevent fraud or abuse.
• Business transfers: in connection with a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets.

We do not "sell" personal information for money. Some jurisdictions define "sale" or "sharing" broadly to include certain analytics/advertising disclosures. See "Your U.S. State Privacy Rights" for more information and opt-out choices.

6) Cookies and Tracking Technologies

We use cookies and similar technologies for:

• Strictly necessary purposes: site functionality, security, and network management.
• Analytics: understanding website performance and usage.
• Preferences: remembering settings and improving experience.
• Marketing (where enabled): measuring campaign performance.

You can control cookies through your browser settings and, where available, our cookie preference tools. If you block certain cookies, parts of the Services may not function properly.

Do Not Track: Some browsers offer "Do Not Track" signals. Because there is no consistent industry standard, we do not respond to DNT signals in a uniform way.

7) Marketing Communications

You can opt out of marketing emails at any time by using the "unsubscribe" link in our emails or by contacting us at support@sni-management.com.

You may still receive transactional or service-related communications (e.g., security notices, billing, and support messages).

8) Data Retention

We retain personal information for as long as reasonably necessary to:

• provide the Services;
• fulfill the purposes described in this Privacy Policy;
• comply with legal obligations;
• resolve disputes and enforce agreements.

Retention periods may vary based on data type, contractual requirements, and operational needs.

9) Security

We implement administrative, technical, and organizational measures designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. No method of transmission or storage is completely secure; therefore, we cannot guarantee absolute security.

10) International Data Transfers

SNI is based in the United States. If you access the Services from outside the United States, your information may be transferred to, stored, and processed in the United States and other jurisdictions where our service providers operate. We take steps intended to ensure appropriate safeguards are in place where required.

11) HIPAA and Healthcare Data Notice

Our Services are designed for healthcare service operations and experience management. SNI is not a healthcare provider.

To the extent our Services process data that qualifies as Protected Health Information (PHI) under HIPAA on behalf of a covered entity or business associate, such processing will be governed by applicable customer agreements and, where required, a Business Associate Agreement (BAA). Customers are responsible for configuring the Services and providing data in compliance with applicable law and their policies.

12) Children's Privacy

Our Services are not directed to children, and we do not knowingly collect personal information from children under 13 (or other age as required by local law). If you believe a child has provided personal information to us, please contact us so we can take appropriate action.

13) Your U.S. State Privacy Rights

Depending on where you live, you may have rights such as:

• Right to know/access personal information we collect, use, and disclose;
• Right to delete personal information (subject to exceptions);
• Right to correct inaccurate personal information;
• Right to opt out of certain processing, including targeted advertising, "sale," or "sharing" as defined by applicable law;
• Right to non-discrimination for exercising privacy rights.

How to submit a request: Email support@sni-management.com with the subject line "Privacy Request" or call +1 (415) 564-0145. We may need to verify your identity and, if applicable, your authority to act on behalf of an organization.

Authorized agents: Where permitted by law, you may use an authorized agent to submit requests on your behalf. We may request proof of authorization and identity verification.

California "Do Not Sell or Share": If applicable, you may opt out of the "sale" or "sharing" of personal information as defined by California law by using the "Do Not Sell or Share My Personal Information" link on our website (if available) or by contacting us using the methods above.

14) Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated version and revise the "Last Updated" date. If changes are material, we will provide additional notice as required by law.

15) Contact Us

If you have questions about this Privacy Policy or our privacy practices, contact us at:

support@sni-management.com
or +1 (415) 564-0145, or write to:
SNI-Management © LLC, 200 Mission Street, Suite 1200, San Francisco, CA 94105, United States.

Effective Date: January 15, 2024

Last Updated: May 22, 2025

These Terms of Service ("Terms") govern your access to and use of the websites, products, and services provided by SNI-Management © LLC ("SNI," "we," "us," or "our"), including our SaaS offerings (collectively, the "Services"). By accessing or using the Services, you agree to these Terms. If you are using the Services on behalf of an organization, you represent that you have authority to bind that organization, and "you" includes that organization.

Company Contact Information

SNI-Management © LLC
200 Mission Street, Suite 1200
San Francisco, CA 94105
United States
Phone: +1 (415) 564-0145
Email: support@sni-management.com

1) Eligibility and Account Responsibilities

1.1 Eligibility. You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Services.

1.2 Accounts. If you create an account, you must provide accurate information and keep it up to date. You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account.

1.3 Administrators. Organizational customers may designate administrators who can manage user access, configurations, and settings. You are responsible for any actions taken by administrators and users under your organization's account.

2) Use of the Services

2.1 Permitted Use. Subject to these Terms and any applicable order form or subscription agreement ("Order"), we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Services for your internal business purposes during the subscription term.

2.2 Restrictions. You will not, and will not allow others to:

• copy, modify, or create derivative works of the Services;
• reverse engineer, decompile, or attempt to discover source code, except where prohibited by law;
• rent, lease, sell, resell, sublicense, or otherwise provide the Services to third parties except as expressly permitted in an Order;
• use the Services to store or transmit malicious code or to interfere with the integrity or performance of the Services;
• access the Services to build a competing product or service;
• use the Services in violation of applicable laws, including privacy, consumer protection, and intellectual property laws.

2.3 Acceptable Use. You agree to use the Services in a manner that is lawful, respectful of others' rights, and consistent with industry-standard security practices.

3) Customer Data and Privacy

3.1 Customer Data. "Customer Data" means data, content, or information submitted to the Services by or on behalf of you or your users, including data collected from your systems and workflows.

3.2 Data Processing. We process personal information as described in our Privacy Policy and, where applicable, pursuant to a data processing addendum and/or business associate agreement (BAA) if required.

3.3 Your Responsibilities for Customer Data. You are responsible for:

• obtaining all necessary rights, permissions, and consents to provide Customer Data to the Services;
• the legality, quality, and accuracy of Customer Data;
• configuring the Services to align with your legal and compliance obligations.

3.4 HIPAA. If Customer Data includes Protected Health Information (PHI) under HIPAA, the parties' obligations regarding PHI will be governed by an executed BAA where required. You agree not to upload or transmit PHI unless and until a BAA is in place (if required), and you have configured the Services appropriately.

4) Subscriptions, Fees, and Payment

4.1 Orders. Access to paid Services may require an Order. Orders may specify subscription term, pricing, user counts, and features.

4.2 Fees and Payment. You agree to pay fees described in the applicable Order. Unless otherwise stated, fees are billed in advance and are non-refundable except as required by law or expressly stated in an Order.

4.3 Taxes. Fees are exclusive of taxes, duties, and levies. You are responsible for all applicable taxes except taxes based on our net income.

4.4 Nonpayment. If payment is overdue, we may suspend access to the Services after providing notice and a reasonable opportunity to cure, consistent with the Order.

5) Term and Termination

5.1 Term. These Terms begin when you first access the Services and continue until terminated.

5.2 Termination by You. You may stop using the Services at any time. Termination of a paid subscription is governed by the applicable Order.

5.3 Termination by SNI. We may suspend or terminate your access to the Services if:

• you materially breach these Terms or an Order and do not cure within a reasonable period after notice;
• your use poses a security risk, could subject us to liability, or could adversely impact the Services;
• required by law.

5.4 Effect of Termination. Upon termination, your right to access the Services ceases. Any outstanding payment obligations accrued prior to termination remain due. Data handling upon termination will follow the applicable Order and/or our standard practices, subject to law.

6) Intellectual Property

6.1 Our IP. The Services, including software, documentation, design, and all related intellectual property rights, are owned by SNI or its licensors. All rights not expressly granted are reserved.

6.2 Your IP. You retain all rights to Customer Data. You grant SNI a limited right to host, process, transmit, and display Customer Data solely to provide and support the Services and as permitted by these Terms and any Order.

6.3 Feedback. If you provide feedback, suggestions, or ideas about the Services ("Feedback"), you grant SNI a worldwide, perpetual, irrevocable, royalty-free license to use and incorporate Feedback without restriction or compensation.

7) Service Levels and Changes

7.1 Service Availability. We aim to provide reliable services but do not guarantee uninterrupted availability. Planned maintenance and unforeseen outages may occur.

7.2 Updates. We may modify, update, or discontinue parts of the Services from time to time. If a change materially reduces core functionality of a paid subscription, we will provide commercially reasonable notice consistent with the Order.

8) Confidentiality

8.1 Confidential Information. Each party may receive the other party's confidential information. Confidential information includes non-public business, technical, and pricing information and any data designated as confidential.

8.2 Obligations. The receiving party will use confidential information only to perform under these Terms and will protect it using reasonable care. Confidentiality obligations do not apply to information that is public through no fault of the receiving party or independently developed.

9) Warranties and Disclaimers

9.1 Limited Warranty. We warrant that we will provide the Services in a professional and workmanlike manner consistent with generally accepted industry standards.

9.2 Disclaimer. EXCEPT AS EXPRESSLY PROVIDED IN THESE TERMS OR AN ORDER, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, SNI DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

9.3 No Professional Advice. The Services may provide analytics, reporting, and workflow tools. The Services do not provide legal, medical, compliance, or professional advice. You are responsible for your decisions and compliance obligations.

10) Limitation of Liability

10.1 Indirect Damages. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY.

10.2 Liability Cap. TO THE MAXIMUM EXTENT PERMITTED BY LAW, EACH PARTY'S TOTAL LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES WILL NOT EXCEED THE AMOUNTS PAID (OR PAYABLE) BY YOU TO SNI FOR THE SERVICES GIVING RISE TO THE CLAIM DURING THE TWELVE (12) MONTHS BEFORE THE EVENT FIRST GIVING RISE TO LIABILITY.

10.3 Exceptions. Some jurisdictions do not allow certain exclusions or limitations. In that case, liability will be limited to the greatest extent permitted by law. The limitations may not apply to liability that cannot be limited by law.

11) Indemnification

11.1 By You. You will indemnify, defend, and hold harmless SNI and its affiliates, officers, directors, employees, and agents from and against claims arising from (a) Customer Data, (b) your use of the Services in violation of these Terms or law, or (c) your breach of confidentiality or intellectual property obligations.

11.2 By SNI. SNI will defend you from third-party claims alleging that the Services, as provided by SNI, infringe a U.S. patent, copyright, or trademark, and will indemnify you for resulting damages finally awarded or agreed in settlement, provided you promptly notify SNI and allow SNI to control the defense. SNI has no obligation to the extent a claim arises from Customer Data, your configurations, or use in violation of these Terms.

11.3 Remedies. If the Services become (or in SNI's reasonable opinion are likely to become) infringing, SNI may: (a) modify the Services to be non-infringing, (b) obtain the right for you to continue using them, or (c) terminate the affected Services and provide a pro-rated refund of prepaid fees for the unused portion of the term, if applicable.

12) Third-Party Services

The Services may interoperate with third-party services (e.g., CRM, ticketing, CCaaS, BI tools). Your use of third-party services is governed by the third party's terms and policies. SNI is not responsible for third-party services.

13) Export Controls and Sanctions

You agree to comply with applicable export control and sanctions laws. You represent that you are not located in, or a national of, any country subject to comprehensive sanctions where the Services are prohibited, and you are not on any restricted party list.

14) Governing Law; Dispute Resolution; Venue

14.1 Governing Law. These Terms are governed by the laws of the State of California, without regard to conflict-of-law rules.

14.2 Venue. Except as otherwise required by law, the state and federal courts located in San Francisco County, California will have exclusive jurisdiction over disputes arising out of or related to these Terms, and each party consents to such jurisdiction and venue.

14.3 Injunctive Relief. Either party may seek injunctive or equitable relief to protect its confidential information or intellectual property rights in any court of competent jurisdiction.

15) Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will provide notice by posting the updated Terms on our website and updating the "Last Updated" date, and/or as otherwise required by law. Your continued use of the Services after the effective date of updated Terms constitutes acceptance.

16) Miscellaneous

16.1 Entire Agreement. These Terms, together with the Privacy Policy and any applicable Orders, form the entire agreement between you and SNI regarding the Services.

16.2 Severability. If any provision is held unenforceable, the remaining provisions will remain in effect.

16.3 Assignment. You may not assign these Terms without SNI's prior written consent. SNI may assign these Terms in connection with a merger, acquisition, or sale of assets.

16.4 No Waiver. Failure to enforce a provision is not a waiver.

16.5 Force Majeure. Neither party is liable for delays or failures due to events beyond reasonable control.

Effective Date: January 15, 2024

Last Updated: September 20, 2025

This Cookie Policy explains how SNI-Management © LLC ("SNI," "we," "us," or "our") uses cookies and similar technologies on our websites and online services that link to this Cookie Policy (collectively, the "Site"). It also describes your choices for managing cookies.

Company Contact Information

SNI-Management © LLC
200 Mission Street, Suite 1200
San Francisco, CA 94105
United States
Phone: +1 (415) 564-0145
Email: support@sni-management.com

1) What Are Cookies?

Cookies are small text files stored on your device by a website. Cookies help websites function, remember preferences, and understand how visitors use the site.

We also use similar technologies, including:

• Pixels / tags / beacons: small code snippets that measure engagement (e.g., page views, email opens).
• Local storage: storage within your browser used to retain preferences.
• SDKs and similar tools: used in some contexts to help deliver or measure services.

For simplicity, we refer to all of these as "cookies" in this Cookie Policy.

2) Why We Use Cookies

We use cookies for the following purposes:

A. Strictly Necessary Cookies

These cookies are required for the Site to work and cannot be switched off in most systems. They are typically set in response to actions you take, such as setting privacy preferences, logging in, or filling out forms. We also use them for security and load balancing.

B. Functional / Preference Cookies

These cookies enable the Site to remember choices you make (such as language or region) and provide enhanced, more personalized features.

C. Analytics Cookies

These cookies help us understand how visitors interact with the Site by collecting information such as pages visited, time spent, and error messages. We use this information to improve site performance and user experience.

D. Marketing / Advertising Cookies (If Enabled)

These cookies may be used to measure marketing campaign performance and to help deliver content that may be more relevant. Depending on configuration, these cookies may support "targeted advertising" and related measurement.

3) Types of Cookies We Use

First-party cookies: set by SNI and used to make the Site function and remember preferences.

Third-party cookies: set by service providers (for example, analytics or marketing vendors) to help us operate, measure, and improve the Site. Third-party providers may collect information about your online activities over time and across different websites, subject to their own privacy policies.

4) How Long Cookies Stay on Your Device

• Session cookies are deleted when you close your browser.
• Persistent cookies remain until they expire or you delete them. The duration varies by cookie and purpose.

5) Your Choices and How to Manage Cookies

You have several options to manage cookies:

A. Cookie Preference Tools

If our Site provides a cookie banner or preference center, you can:

• accept all cookies,
• reject non-essential cookies, and/or
• manage preferences by category.

Your choices may be stored using a strictly necessary cookie so we can remember your preferences.

B. Browser Controls

Most browsers allow you to:

• see what cookies you have and delete them,
• block third-party cookies,
• block all cookies,
• receive a warning before a cookie is stored.

If you block strictly necessary cookies, parts of the Site may not function correctly.

C. Global Privacy Control (GPC) / Opt-Out Preference Signals

Some browsers and extensions support opt-out preference signals such as the Global Privacy Control (GPC). Where required by applicable law, we will treat such signals as a request to opt out of certain disclosures or processing that may be considered "sale" or "sharing" of personal information. Because implementations vary, our response may depend on technical feasibility and legal requirements.

D. Email Tracking

If our marketing emails use tracking pixels to measure engagement, you may be able to disable image loading in your email client to limit this functionality.

6) Do Not Track

Some browsers include a "Do Not Track" (DNT) feature. Because there is no widely accepted standard for how to respond to DNT signals, we do not respond to them in a uniform way.

7) California and Other U.S. State Privacy Disclosures

Certain cookie-related activities (especially involving third-party marketing/advertising cookies) may be considered "selling" or "sharing" personal information or "targeted advertising" under some U.S. state privacy laws, depending on the circumstances.

If applicable, you can opt out by:

• using the "Do Not Sell or Share My Personal Information" link on our Site (if available),
• adjusting cookie preferences to reject non-essential cookies, and/or
• using supported opt-out preference signals (e.g., GPC), where required by law.

For more information about how we handle personal information and rights requests, see our Privacy Policy.

8) Updates to This Cookie Policy

We may update this Cookie Policy from time to time. We will post the updated version and revise the "Last Updated" date. If changes are material, we will provide additional notice as required by law.

9) Contact Us

If you have questions about this Cookie Policy or your choices, contact us at:

support@sni-management.com or +1 (415) 564-0145, or write to:
SNI-Management © LLC, 200 Mission Street, Suite 1200, San Francisco, CA 94105, United States.

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