FAQ
Questions about Matrix,
Questions about Matrix,
answered directly.
What Matrix is, the internet and your data, the hardware and software, custom workflows, pricing, setup and support, in a few sentences each.
Matrix,
in short.
- What is Synexas Matrix?
- An on-premises AI system: Matrix Workspace with built-in tools, local hardware, setup and support. Custom workflows are optional, scoped and quoted separately.
- What does a Matrix system include?
- The hardware, configured and tested for your team; Matrix Workspace for every user; the admin console; offline updates; installation and training on site; and support.
- Who is Matrix for?
- Organizations with high data-security requirements, including government and the public sector, financial services, legal services, life sciences and pharma, and energy, construction and manufacturing.
- Is Matrix ChatGPT, Claude or Copilot?
- No. Matrix is an independent workspace, not an offline edition of those services; its features and answers may differ.
The internet
and your data.
- Does Matrix connect to the internet?
- Not in the standard setup. If your IT team enables outside access, agents make outgoing requests only to approved services, to read or, where needed, send. Requests carry what the agent sends. Matrix accepts no requests from outside your company network.
- Does Synexas ever see our data?
- Synexas staff do not view or receive working data during use, setup or support. Optional custom-workflow proofs use data you authorize under an NDA; we delete it afterwards. Confidential data is allowed; personal data needs a lawful basis you confirm. You choose your site or our offline environment. On-site work happens with your staff present.
- Is our data used to train models?
- No. Models change only through an update you approve, or a tuning project you ask for, done on site.
- Can Synexas access our system remotely?
- No remote access to your working data is offered. Our engineers work on site only when invited, with access your team grants and removes.
- Does Synexas have SOC 2 or ISO 27001?
- Synexas does not hold a SOC 2 report or ISO certification. Deployment controls and evidence are agreed with your team, not certified here.
- Does Matrix make us HIPAA or FINRA compliant?
- No. Matrix supports specific controls; your organization remains responsible for compliance. See the controls mapping, the HIPAA guide and the FINRA guide.
The hardware.
- What hardware does Matrix run on?
- NVIDIA professional GPUs, in three configurations: Matrix Team for a team or an office, Matrix Standard for a department or a whole company and Matrix Enterprise for larger organizations and multiple sites.
- Where does the system go?
- Matrix Team is a desk-side system, Matrix Standard sits in your company IT space and Matrix Enterprise is rack-mounted. Power, space and network requirements are agreed before signing.
- Can we change the configuration?
- Yes. Every configuration can be customized, and none is a ceiling. We size it to the jobs you do, how many people work at once and how quickly you need results.
- Where can we see detailed specifications?
- Detailed specifications, site requirements and relevant performance and security materials are supplied as signing attachments.
- What warranty comes with the hardware?
- Three years from installation, covering parts, repair labor and necessary transport or visits within your agreed service area. Exclusions and service outside that area are set out in your agreement.
The software.
- What can our employees do with Matrix Workspace?
- Ask, compare and draft from approved files with source references; hand off multi-step tasks; transcribe and interpret meetings; review contracts and process documents; and search recorded video. Each person sees only the files they are allowed to.
- Which languages does it support?
- We confirm the languages and formats your workflow needs during scoping.
- Does it work inside Microsoft Word?
- Drafting and review inside Microsoft Word where supported. Compatibility is confirmed during scoping.
- Can Matrix connect to our internal systems without the internet?
- Internal integrations can run on your network. We confirm compatibility and access requirements during scoping.
- Can we add our own apps?
- Yes. Our engineers build custom workflows that appear as apps in your workspace, and your developers can use the Matrix API.
- Can it carry our name and logo?
- Yes. Your assistant’s name and your logo are set in the admin console.
Custom workflows.
- What is a custom workflow?
- One repeated task that our engineers turn into a working AI process on your Matrix, such as inspection, document processing, review against your rules or legacy-system automation. It appears as an app in your workspace.
- What do we need to provide?
- One clearly defined task, data you authorize, under an NDA, a reviewer who knows the work and access to the systems involved.
- How do we know it works?
- Before work starts, we agree the output, the accuracy you need and who reviews results. Your own team then checks real files privately before daily use.
- Who makes the final decision?
- A person on your team. Write-backs to your systems, review sign-offs and outgoing messages wait for a named person to confirm.
Pricing
and buying.
- How much does Matrix cost?
- Matrix is quoted for your organization, based on your team size, configuration and the work you need covered.
- Are there per-token or usage fees?
- No per-token fees or software token quotas for local use. The AI and the system still have limits on task size and simultaneous work. Hardware, software, setup and support remain part of the agreed fixed price.
- Can we rent Matrix instead of buying it?
- Yes. Rental is one annual agreement for the hardware with Matrix Workspace, updates and support. If you buy, you keep using the delivered software and custom workflow version within your agreed scope; updates, support and new development are priced separately.
- How do we get started?
- See a demo on work like yours. If you need a custom workflow, we can prove it on your task first. Then we agree the scope and price, install on site, and your team checks real data privately before it goes live.
- Can you prove it on our task before we buy?
- For a custom workflow, we can build a first version from data you authorize, under an NDA, at your site on a Matrix we bring or in our own offline environment. This can include confidential data you approve. Personal data only where you confirm a lawful basis; we delete the data afterwards.
- How long does delivery take?
- Delivery dates are agreed for your project, together with your site requirements.
Setup, support
and updates.
- How is Matrix installed?
- Our engineers install it on site and configure it with non-customer examples. Administrator accounts are created for your team and handed over; Synexas keeps none.
- Is training included?
- Yes. Installation includes on-site setup and onboarding for your team, and each custom workflow comes with training for your reviewers.
- How fast does support respond?
- First human response within 24 hours, including weekends and holidays. Resolution depends on the issue.
- Who maintains the system?
- Your team runs it day to day. Our engineers work on the system only when you invite them, on site, with access you grant and remove.
- How are updates delivered and checked?
- Signed offline update packages are checked by the installer before installation; invalid signatures are rejected. Your administrator decides when to install, with guidance from Synexas.
- Who runs backups?
- Your IT team runs backups and privately checks recovery. Synexas provides guidance; extra backup configuration is agreed per project.
- What happens when we retire a system?
- Data drives stay with your team. You arrange data clearing or destruction; Synexas provides guidance.
Have a question not listed here? Ask us in a demo, or email us.
Read more.
Let’s make AI useful.
For your actual work.
Tell us about a job your team repeats, not your confidential files. We’ll show you how Matrix handles work like it.
Request a demo