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 25th May 2018) 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:

VENDOR PURPOSE DATA CENTERS* PRODUCTS
Amazon Web Services, Inc. Primary cloud infrastructure provider for Freshworks, where all SaaS applications are hosted. Almost all data stored, processed and transmitted through Freshworks products and services resides on Amazon Web Services data centers. United States
European Economic Area
Australia
Freshdesk
Freshservice
Freshchat
Freshcaller
Freshsales
Freshmarketer
Freshteam
Google Cloud Platform Secondary cloud infrastructure provider of Freshworks, data is stored and processed in Google Cloud Platform Data Centers. European Economic Area
United States
Freshdesk
SendGrid, Inc. Email Service Provider - managed mail servers are provided by SendGrid. Emails that are triggered programmatically from the applications are sent via SendGrid. United States Freshdesk
Freshservice
Freshcaller
Freshsales
Freshteam
Twilio Phone calls & SMS provider. Twilio provides a platform to programmatically initiate calls or SMS and also receiving them. Integrated as a service in Freshworks application. United States Freshdesk
Freshcaller
Pusher Ltd. Chat microservice for Freshworks application users. United States
European Economic Area
Singapore
India
Freshdesk
Freshservice
PubNub Inc. Secondary chat microservice for Freshworks application users. European Economic Area
Asia Pacific
United States
Freshdesk
Freshservice
Sumo Logic Machine data analytics service for log management and time series metrics. Help Freshworks engineers troubleshoot (debug) customer reported, and Freshworks identified issues. Freshworks utilizes logs for performance tracking and indexing. United States
European Economic Area
Australia
Freshdesk
Freshservice
Freshcaller
logentries.com, Inc Log management and analytics service for cloud.Helps Freshworks engineers troubleshoot (debug) customer reported, and Freshworks identified issues. Freshworks utilizes these logs for performance tracking. United States
European Economic Area
Freshdesk
Freshservice
Freshteam
Segment Collects App events and sends them to track usage. United States Freshsales
FullContact Inc. Identity resolution software for user identification and contact enrichment. Helps obtain social and demographic details of an email or company. United States Freshchat
Freshsales
Heap Inc. An application journey analytics service where App events are sent to track usage. Used as an event-based analytics tool, Heap offers detailed user-level views, advanced conversion funnels, segmentation analysis, and other ways of analyzing important data. European Economic Area Freshdesk
Freshchat
Freshsales
Freshmarketer
Freshteam
Kissmetrics Used for behavioral analytics, Kissmetrics assigns web site visitors unique IDs and then tracks details like clicks, pages visited, bounces, etc. United States Freshdesk
New Relic, Inc. Provides analytics for Application Performance Monitoring (APM). Trap errors in production code and helps in troubleshooting. Captures incoming traffic for Performance monitoring. United States
European Economic Area
Freshdesk
Freshservice
Freshcaller
Freshsales
Freshteam
E-HAWK Cloud API to identify reputation score. Aids in finding spammers. United States Freshdesk
Freshservice

*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.

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.

Freshworks Technologies Private Limited India
Freshworks Australia Pty. Ltd. Australia
Freshworks Technologies UK Ltd. United Kingdom
Freshworks GmbH Germany

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