Effective Date
October 15, 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 our Terms of Service or a similar services agreement customers may have signed with us.
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.
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.
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:
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 Freshrelease Freshsuccess Freshconnect Freshping Freshinbox Freshworks CRM |
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 |
Freshinbox Freshworks CRM |
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 Freshrelease Freshchat Freshmarketer Freshping Freshinbox Freshworks CRM |
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 Freshservice Freshchat Freshsales Freshping Freshworks CRM |
Pusher Ltd. | Chat microservice for Freshworks application users. | United States European Economic Area Singapore India |
Freshdesk |
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 Freshworks CRM |
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 |
Freshrelease |
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 Freshworks CRM |
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 Freshservice Freshchat Freshsales Freshmarketer Freshcaller Freshworks CRM |
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 Freshchat Freshrelease Freshworks CRM |
E-HAWK | Cloud API to identify reputation score. Aids in finding spammers. | United States | Freshdesk Freshservice Freshworks CRM |
Firebase Notifications | Sending push notifications to Android & Chrome devices | United States European Economic Area Australia India |
Freshchat Freshworks CRM |
Rchilli | Understanding the resume as structured data for populating them individually to database | United States European Economic Area Australia India |
Freshteam |
Daxtra | Daxtra is a resume parsing ML platform which extracts the data from a PDF or word resume | United States European Economic Area Australia India |
Freshteam |
Akismet | Akismet is a spam filtering service that filters spam from comments, trackbacks, and contact form messages. The filter works by combining information about spam captured on all participating sites, and then using those spam rules to block future spam. | United States European Economic Area Australia India |
Freshdesk |
MailUp, Inc | We are using the Email editor by Mailup. | United States European Economic Area Australia India |
Freshmarketer |
Datadog | Systems monitoring, Application performance monitoring | United States European Economic Area Australia India |
Freshchat Freshmarketer |
Mailgun | Bulk email sending. Triggered emails and email campaigns. | United States European Economic Area Australia India |
Freshsuccess Freshconnect |
Firebase Crashlytics | Realtime crash reporter to track and fix stability issues | United States European Economic Area Australia India |
Freshdesk Freshchat Freshworks CRM |
Smooch | API between Whatsapp and Freshworks Products | United States European Economic Area Australia India |
Freshchat Freshworks CRM |
Citus Data | Transforms PostgreSQL into a distributed database, dramatically increasing performance and scale for application developers | United States European Economic Area Australia India |
Freshchat |
Loggly | Log management Software to visualise, analyse and monitor application events | United States European Economic Area Australia India |
Freshchat |
Confluent | Confluent acts as a real-time, fault-tolerant and highly scalable messaging system, enabling freshworks to move data from isolated systems into a real-time data pipeline where we can act on it immediately. | United States European Economic Area Australia India |
Freshservice Freshworks CRM |
Firebase Analytics | Aggregation/Analytics | United States European Economic Area Australia India |
Freshchat Freshworks CRM |
APNS Notifications | Sending push notifications to Apple devices | United States European Economic Area Australia India |
Freshchat Freshworks CRM |
PIPELINE PTE LTD. | To detect and counter spam emails/attacks that we receive and process in Freshworks. | United States | Freshdesk Freshmarketer Freshsales |
Cloud Elements Inc. | To integrate and sync contacts with CRMs like Salesforce and Dynamic CRM | United States European Economic Area Australia India |
Freshdesk |
Snowflake Inc. | To store all the events/data required for the Analytics and reporting use cases | United States European Economic Area Australia India |
Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshteam Freshrelease Freddy Freshworks CRM |
Microsoft Corporation (India) Pvt. Ltd. | Secondary product analytics provider. Interactive dashboards and reports with actionable insights are provided using PowerBI | United States European Economic Area |
Freshdesk |
Sentry | Application error logs | United States | Freshdesk Freshchat Freshworks CRM |
AppCues | Publish in-product onboarding tutorials, tooltips, and announcements for users to understand the product features better. | United States | Freshworks CRM |
AskNicely | AskNicely is a customer feedback platform based on the Net Promoter Score (NPS) framework. | United States | Freshworks CRM |
Beamer | Publish in-product onboarding tutorials, tooltips, and announcements for users to understand the product features better. | United States | Freshworks CRM |
Citus | Data analytics - Dashboard & Reporting data being powered through Citus Database | United States | Freshworks CRM |
**Call recording for Freshdesk, Freshsales, Freshcaller & Freshworks CRM is generated in the US, temporarily held for 10 mins and then routed to the EEA.
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 |
Osmnez Technologies Private Limited | India |
Freshworks SAS | France |
Freshworks Technologies Pte. Ltd. | Singapore |
Freshworks Technologies B.V. | Netherlands |
Natero Inc. | USA |
AnsweriQ Inc. | USA |
Framebench Technologies Private Limited | India |
Sassist IO India Private Limited | India |
For questions or objections regarding sub-processors please write to support@freshworks.com
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