Privacy Policy

Last Updated: 4 August 2026

Welcome to Senzo

Senzo Sdn Bhd, Registration No. 199501030852 (360058-P) (referred to as "Senzo", "we", "us" or "our"), is committed to protecting personal data and respecting privacy. This Privacy Policy explains how personal data is collected, used, stored, disclosed and retained when Senzo products and services are used.

Definitions

• Web Content means Senzo websites and their pages, forms, queries and links.
• Gateways means Senzo gateway products, including Senzo AMG, CrossGuard, CrossGuard Medic and Senzo IoT Gateway.
• Apps means Senzo mobile applications, including Senzo AMG, CrossGuard, CrossGuard Medic (CG Medic), Senzo Pro and Senzo Pro 2.
• Dashboard means the on-site CrossGuard Medic management application used by an authorised care provider.
• Services means Senzo's online and offline services, software, Apps, Gateways, Dashboard and supporting server services.
• Care Provider means the senior care centre, hospital, clinic or other organisation that deploys CrossGuard Medic and determines how its patient, resident and staff records are managed.
• Personal Data means information relating directly or indirectly to an identifiable individual.

Products and Services Covered

This Privacy Policy covers Senzo's Web Content, Apps, Gateways, Dashboard, software and supporting Services. Data handling differs by product. The sections below explain the distinction between personal-use products and CrossGuard Medic.

Personal Data We May Process

Depending on the product and how it is configured, Senzo or the relevant Care Provider may process:

• contact, account, warranty and billing information, such as a name, address, telephone number, email address and transaction details;
• device and technical information, such as device model, serial number, operating-system version, IP address, cookies, connection information, error reports and diagnostic logs;
• usage and security information, such as sign-in activity, feature usage, performance information and access records;
• for CrossGuard Medic, patient or resident information, including identity, room or location, status, care-related notes, profile information and available biodata;
• for CrossGuard Medic, staff information, including identity, contact details, role, duty status, authentication information, profile information and, where configured, biometric identifiers used by the Care Provider;
• CrossGuard Medic operational information, including locations, call buttons, sirens, device status, assignments, acknowledgements, alerts, notifications and event histories; and
• synchronisation, configuration and service records required to operate, secure, support and audit the Services.

Product-Specific Data Storage and Handling

CrossGuard and Senzo AMG

CrossGuard and Senzo AMG are intended principally for personal or household use. Customer content for these products is stored locally on the relevant Gateway and mobile device. Senzo's server services may relay communications needed to connect the Gateway and App, but do not persistently retain notification or event content.

Senzo may retain limited technical and diagnostic logs for debugging, security and service reliability. These logs are retained for seven days and are then removed.

CrossGuard Medic (CG Medic)

CrossGuard Medic is supplied to Care Providers such as senior care centres, hospitals and other care organisations. It is an institutional system and therefore handles data differently from CrossGuard and Senzo AMG.

The Care Provider's patient or resident records, staff records and operational data are stored locally at the Care Provider's site in the CrossGuard Medic Dashboard and Gateway. Copies are also stored on Senzo-hosted servers to provide authorised synchronisation, mobile-App data distribution, event-history retention, auditing, records, backup, security, troubleshooting and support.

The CrossGuard Medic App receives an authorised, role-appropriate operational subset of the information needed by its user. The App may also store local session information, notifications, event information, history and diagnostic logs on the mobile device.

The Care Provider determines the purposes and means of processing its patient, resident and staff records and controls who may access those records. Senzo processes hosted copies on the Care Provider's behalf to provide and support the service, subject to the applicable agreement and legal requirements.

How We Use Personal Data

Personal data may be processed as necessary to:

• provide, synchronise and maintain the Services;
• deliver alerts, events, notifications and authorised operational information;
• authenticate users, manage access and protect the security of the Services;
• maintain legally or operationally required CrossGuard Medic event histories;
• diagnose faults, provide support and monitor reliability and performance;
• administer accounts, warranties and customer relationships; and
• comply with applicable laws, lawful requests and contractual obligations.

CrossGuard Medic Retention

• Active databases: retained for the duration of the Care Provider's active service or contract.
• Historic database copies: no more than the latest three copies are retained, and no historic copy is retained for longer than one year.
• Event histories: retained for eight years. These event histories also serve as the records used for audit purposes.
• Technical and diagnostic logs: retained for seven days and then removed.
• End of service: when the Care Provider's service or contract ends, active data is returned or deleted in accordance with the provider agreement, applicable law and any continuing legal retention obligation.

How Do We Protect Your Information?

Senzo uses administrative, technical and organisational safeguards appropriate to the nature of the information and the service, including:

• encrypted and authenticated channels for supported remote communications;
• authentication and access controls for authorised devices and users;
• role-appropriate access to CrossGuard Medic information;
• local and hosted storage controls appropriate to each product; and
• monitoring, diagnostic and recovery measures designed to protect service availability and integrity.

Access, Correction and Deletion

Uninstalling an App removes information stored by that App from the mobile device, subject to the mobile operating system's behaviour. It does not automatically delete information held on a Gateway, in a CrossGuard Medic Dashboard, on Senzo-hosted servers, in backups, or in records that must be retained.

For CrossGuard and Senzo AMG, users may manage locally stored information through available App or Gateway controls or contact Senzo for assistance.

For CrossGuard Medic, requests concerning patient, resident or staff information should normally be directed to the Care Provider that controls the records. Senzo will assist the Care Provider with eligible requests in accordance with the provider agreement and applicable law. Some information may continue to be retained where required for legal, regulatory, safety, security or record-keeping purposes.

Warranty Information Collection

To provide warranty and support services, Senzo may collect:

• the owner's name, contact number, address and email address; and
• device information, such as the model, serial number and purchase date.

This data is collected solely for the purpose of providing warranty services and support, and is not shared with any third party providers or services unless required for the purposes of fulfilling the warranty terms.

Disclosure to Other Parties

Senzo does not sell personal data. Personal data may be disclosed to authorised service providers that help operate, secure or support the Services; to professional advisers; or to public authorities where disclosure is required or permitted by law. Recipients must protect the information and may use it only for the relevant authorised purpose. For CrossGuard Medic, disclosures may also be made as instructed or authorised by the Care Provider.

Care Provider Responsibilities

Each Care Provider is responsible for using CrossGuard Medic in accordance with applicable privacy, healthcare and employment requirements. This includes:

• providing any required notices and obtaining any required authorisation or consent;
• limiting access to authorised staff with an appropriate operational need;
• maintaining accurate records and responding to eligible access, correction and deletion requests; and
• instructing Senzo regarding hosted processing in accordance with the provider agreement and applicable law.

Contact Information

For questions or concerns about Senzo's privacy practices, contact support@senzo.com.my. CrossGuard Medic patients, residents and staff should normally direct requests about their records to the relevant Care Provider first.

Changes to Our Privacy Policy

We may update our Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. When we make changes, we will notify you by updating the "Last Updated" date at the top of this page. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

Use of Senzo products and Services is also subject to the applicable customer or provider agreement. This Privacy Policy is intended to provide notice of Senzo's data-handling practices and does not replace any rights or obligations established by applicable law.