Terms of Service

1Who these terms are between

These terms are an agreement between Silo Data Technology Ltd (“we”, “us”, “our”) and the organisation that subscribes to Silo (“you”, “your”). They apply from the moment you create an account or use Silo, whichever happens first.

If you accept these terms on behalf of an organisation, you confirm you are authorised to bind it. If you are not, do not create the account.

Three other documents form part of this agreement: our Privacy Policy, our AI Acceptable Use Policy, and, where we process personal data on your behalf, our Data Processing Addendum. Where the DPA conflicts with these terms on the handling of personal data, the DPA prevails.

2What Silo does

Silo connects to systems you already run, compiles questions you ask in ordinary language into a validated query plan, executes that plan against those systems, and returns the result with a record of where each figure came from.

Silo is designed not to hold your business records. Query results pass through memory with a time to live and expire. The exception is a Silo: a store you create deliberately, name, and fill with a specific dataset. Siloes are off unless you enable them, and in the sovereign build the storage subsystem is not present in the binary at all.

Silo can also write back to your systems. Every write is compiled into a plan, shown to you as a difference before it runs, approved by a named person, executed, verified, and recorded. A change that updates records keeps what they held before, so it can be reverted for as long as its receipt is kept; a revert checks every record first and leaves anything changed since for you to decide. A deletion cannot be reverted, and says so before it is approved.

We may change how Silo works. We will not make a change that materially reduces a core function of the service during a paid term without telling you at least 30 days beforehand, except where a change is required for security, safety or by law.

3Your account, your seats, your people

Access is per named person. A seat belongs to one individual and is not to be shared between them. You may reassign a seat when somebody leaves or changes role.

You are responsible for what the people on your account do with it: for keeping credentials secure, for enabling the access controls that suit your organisation, and for removing people who should no longer have access. Tell us promptly at hello@silohq.io if you believe an account has been compromised.

Silo has roles and permissions, and enforces them in the query compiler as well as in the interface: a field a person is not permitted to see does not enter the plan that runs against your systems. Configuring those roles to match your organisation is your responsibility, not ours.

4Your data stays yours

You own your data. Nothing in this agreement transfers ownership of it to us, and we do not acquire any right to it beyond what we need to provide Silo to you.

We do not use your business data to train models, ours or anybody else’s. We do not sell it, and we do not share it with third parties except the sub-processors listed in the DPA, each of which is bound to equivalent obligations. Model calls run under a zero-retention arrangement with our model provider.

You are responsible for having the right to connect the systems you connect, and for having a lawful basis for the processing you ask Silo to perform. Where that processing involves personal data, the DPA sets out the terms on which we act for you.

5Credentials and the connection to your systems

To query a system, Silo needs a credential for it. Each credential is encrypted under its own key, and that key is wrapped by a master key held in a managed key service that never enters our application process. Only the last few characters of a credential are stored in readable form, and every decryption is logged with a stated reason.

You should grant Silo the narrowest access that lets it answer the questions you intend to ask. If you grant a credential broader access than that, Silo will have that access, and the consequences of it are yours.

Where you deploy our agent inside your own network, it opens an outbound, mutually authenticated connection to us. It requires no inbound firewall rule. You are responsible for running the agent on infrastructure you control and for applying the updates we publish for it.

6What you may not do

You may not use Silo to break the law, to infringe somebody’s rights, or to access a system you are not authorised to access. You may not attempt to circumvent the approval, permission or bounds mechanisms in the product, or use Silo to build a competing service.

You may not resell, sublicense or provide Silo to a third party as a service unless we have agreed to it in writing, and you may not attempt to derive the source of the software by reverse engineering it except to the extent that restriction is void under applicable law.

The AI Acceptable Use Policy sets out the further restrictions that apply to the model-backed parts of the product. It binds you as if written here.

7Plans, tokens and payment

A subscription buys seats and a monthly token allowance. A token is consumed when a model does work: compiling a question you have not asked before, generating a connector, or proposing a repair when a source system changes. Running a saved question on any schedule, refreshing a dashboard, polling an alert, hitting a cache and adding a connection consume nothing.

Allowances are per user, per month. They do not roll over and they do not pool across seats. Purchased top-ups are added to your balance and do not expire. Current prices and token weights are those published on our pricing page at the time you subscribe or renew.

Fees are payable in advance and exclusive of VAT and any other applicable tax, which you pay in addition. Payment is taken by our payment processor; we do not hold your card details. If a payment fails we will tell you and give you a reasonable opportunity to fix it before restricting access.

We may change prices. A change takes effect for you at your next renewal, and we will give you at least 30 days’ notice of it. If you do not accept a price change, you may decline to renew.

8How access ends and what happens when it does

Access does not switch off in a single step. Silo writes into systems it does not own and may hold Siloes you created, so we reduce access in stages and tell you at each one. A change can still be reverted while your account is suspended, for as long as its receipt is kept; only cancellation ends that sooner.

Either of us may end this agreement at the end of a paid term by telling the other before it renews. We may suspend or end it immediately if you materially breach it and do not fix the breach within 14 days of us asking, if required by law, or if your use presents a genuine security risk to us or to another customer.

When the agreement ends you may export what you hold in Siloes for 30 days. After that we delete it, along with your credentials, on the schedule set out in the DPA. Your source systems are unaffected: Silo does not hold the records in them, and ending this agreement does not change anything inside them.

9Availability

We aim to keep Silo available and we monitor it continuously, but we do not promise it will be uninterrupted or error free. Planned maintenance is announced in advance where the work allows it.

Silo depends on the systems you connect it to. If one of them is slow, unavailable or has changed shape, Silo will say so rather than return a partial answer. That behaviour is intentional and is not a failure of the service.

Where we have agreed a written service level with you, that document governs availability and takes precedence over this clause.

10Answers, and the judgement you apply to them

Silo compiles questions using a language model. The compiled plan is validated against a schema and executed by a deterministic engine, and every figure it returns carries lineage to the field and connector version it came from. That design exists to make answers checkable.

It does not make them infallible. A question can be understood differently from how you meant it, and a source system can hold data that is wrong. You are responsible for the decisions you take on the strength of an answer, particularly where those decisions are financial, legal, medical, employment-related or otherwise consequential. Silo is a tool for interrogating your systems, not a substitute for professional advice.

The same applies with more force to writes. The preview and the approval step exist so a person decides. Approving a change is that decision.

11Intellectual property

We own Silo: the software, the interfaces, the connector catalogue, the ontology and everything we develop in the course of providing the service. You get a non-exclusive, non-transferable right to use it for your own business for as long as this agreement lasts, and nothing more.

You own your data, your configuration, the Siloes you create and any connector you build privately. If you choose to publish a connector to the community catalogue, you grant us and other customers a licence to use it, and we will say who wrote it.

If you send us feedback we may use it without obligation to you. We will not identify you as its source without asking.

12Confidentiality

Each of us may learn confidential information about the other. Each of us will protect the other’s with at least the care we apply to our own, use it only to perform this agreement, and disclose it only to people who need it and are under equivalent obligations.

This does not apply to information that is public through no fault of the receiver, was already known to them, or is developed independently. Where disclosure is compelled by law, the receiver may disclose the minimum required and will tell the other first unless it is prohibited from doing so.

13Warranties

We warrant that we will provide Silo with reasonable skill and care, that we have the right to license it to you, and that we will comply with the data protection obligations set out in the DPA.

Beyond that, and to the extent the law allows, Silo is provided as it is. We exclude all other warranties, conditions and terms implied by statute or common law, including any implied warranty of merchantability, satisfactory quality or fitness for a particular purpose.

You warrant that you have the right to connect the systems you connect, to grant us the credentials you grant, and to have us process the data those systems hold.

14Liability

Nothing in this agreement limits either party’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that, neither of us is liable to the other for loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity, or for any indirect or consequential loss, however it arises.

Subject to the two paragraphs above, each party’s total liability arising out of or in connection with this agreement in any 12-month period is limited to the total fees you paid us in the 12 months before the event giving rise to the claim.

You are not liable to us under this clause for your obligation to pay fees that are properly due.

15Indemnity

We will defend you against a third-party claim that Silo, used as we intended, infringes that party’s intellectual property rights, and we will pay the damages finally awarded or agreed in settlement. If such a claim is made or looks likely, we may modify Silo, obtain a licence for it, or end the affected part of the agreement and refund fees you have paid for the unused part of your term.

You will defend us against a third-party claim arising from your data, from a system you connected without the right to connect it, or from your use of Silo in breach of clause 6 or of the AI Acceptable Use Policy.

In each case the party seeking indemnity must tell the other promptly, let it control the defence, and give it reasonable assistance.

16Changes to these terms

We may change these terms. If a change materially affects your rights or obligations we will tell you at least 30 days before it takes effect, by email to your account contact and by notice in the product.

Continuing to use Silo after a change takes effect means you accept it. If you do not, you may end this agreement before the change takes effect and we will refund the unused part of any term you have paid for.

17Law, and where disputes go

This agreement and any dispute arising out of it, including a non-contractual one, is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Before starting proceedings, each of us agrees to raise the matter in writing with the other and to spend 30 days trying to resolve it. This does not prevent either of us from seeking an injunction where one is genuinely needed.

18Everything else

Assignment. Neither of us may assign this agreement without the other’s written consent, except that either may assign it to a successor of its business on notice.

Notices. Notices to us go to hello@silohq.io. Notices to you go to your account contact. Email is sufficient for both.

Events outside our control. Neither of us is liable for failing to perform because of something genuinely outside its reasonable control, provided it tells the other and works to resume.

Severance. If a provision is found unenforceable, the rest stands and that provision is read down to the minimum extent needed to make it enforceable.

No waiver. Not enforcing a right does not waive it.

Whole agreement. These terms, the Privacy Policy, the AI Acceptable Use Policy, the DPA and any order form are the whole agreement between us on this subject and replace anything said or written beforehand. Nothing here limits liability for fraudulent misrepresentation.

Third parties. Nobody other than you and us has any right to enforce this agreement.