Sub-processors

Effective Date
June 20, 2020

For prior version, please click here.

Sub-processors are third-party businesses engaged by a processor for performing data processing on behalf of a controller. According to the GDPR, these companies are also accountable for protection of an individual’s personal data. Data protection obligations of sub-processors are to be established by way of contract or other legal acts under the Union or Member State law. This includes providing sufficient guarantees to implement appropriate technical and organisational measures as specified in the regulation.

Freshworks uses sub-processors (listed below), to assist in providing services as described in the our Terms of Service or a similar services agreement customers may have signed with us.

Governance

Freshworks partners with organizations, that like itself adhere to global standards and regulations. Apart from evaluation for technical requirements, Freshworks ensures examination of data protection measures, compliance with Freshworks’ security requirements and security audit reports before close of contract. Initial agreements include review and approval of - provision for breach notification in the event of unwarranted data incidents, and necessary security measures for data protection.

Agreements

As part of Freshworks’ revised Terms of Service & Privacy Notice for compliance, Freshworks provides all EU customers a data processing addendum (DPA) that covers its obligations under the GDPR. You can find our DPA here. It automatically applies to processing of EU personal data and no additional paperwork is required in this regard.

Freshworks commits to keep this list updated regularly, to enable Controllers stay informed of the scope of sub-processing associated with Freshworks services.

List of Sub-processors

Freshworks utilises both infrastructure and services specific vendors to provide product and services to it’s Controllers (Freshworks customers) and end-users. The following is an up-to-date list (as of 20th June 2020) of names and purpose of Freshworks sub-processors and 3rd-party vendors:

Infrastructure & Services Sub-processors:

Freshworks products and services operate on cloud platforms, listed in the table below. Freshworks holds control and access to data hosted on these services, and resides in corresponding data center facilities based on location or choice(plan) of the Controller (Freshworks’ customer). Data subsequently remains in the data center unless, shifted to ensure performance and availability of services, or specifically agreed between the Controller and Freshworks as per needs of the Controller. The following table describes the services and purpose for which these infrastructure service providers have been engaged.

To be able to provide specific functionality within its products and services, Freshworks partners with third-party services. These entities are sub-processors with access to service data (limited to purpose and use of indicated services) and are listed in the table below:

*For customers hosted in the EEA datacenter with custom mailbox, only those services are turned on by default, where the specific sub-processor has data centers in the EEA. However, if customers choose to use services like 3rd party integrations and apps, custom apps then data is expected to leave the EEA.

**Call recording for Freshdesk, Freshsales & Freshcaller is generated in the US, temporarily held for 10 mins and then routed to the EEA.

Group Sub-processors

The following are group members of Freshworks Inc., these entities function as sub-processors as well with one or more entities providing support and maintenance.

For questions or objections regarding sub-processors please write to support@freshworks.com