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Effective Date
May 01, 2022
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 April 27, 2022) 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 India |
Freshdesk Support Desk Freshservice Freshdesk Messaging Freshsales Freshmarketer Freshteam Freshrelease Freshdesk Customer Success Freshconnect Freshping Freshinbox Freshsales Suite Freshdesk Contact Center Freshstatus Freshdesk OmniChannel |
| SendGrid, Inc. | SendGrid is used as a backup to provide email service in exigencies. It can be temporarily used to send email campaigns as well as notification emails to agents and users. This service won’t be used as a backup for customers who choose so. | United States | Freshdesk Support Desk Freshdesk OmniChannel Freshsales Freshrelease Freshdesk Messaging Freshmarketer Freshteam Freshsales Suite Freshservice |
| Twilio** | Twilio provides a platform to programmatically initiate and receive calls or SMS through Freshcaller. | United States | Freshdesk OmniChannel Freshdesk Contact Center Freshsales Freshsales Suite |
| Pusher Ltd. | Chat microservice that is used for relaying chat notifications and messages between the Freshdesk and Freschat systems. This service applies only to customers who are on the older version of Freshdesk Messaging. | United States European Economic Area |
Freshdesk Support Desk Freshdesk Messaging |
| FullContact Inc. | Customers who has an independent and an active subscription with FullContact Inc., can integate their account with the supported Freshworks products. This allows the customers to enrich the contacts that they maintain in our products with other social or publicly available information. Processing of data by FullContact Inc., is not covered under the Terms of Service and Privacy Policy of Freshworks Inc. | United States | Freshsales Freshmarketer Freshsales Suite |
| Rchilli Inc. | RChilli is used in Freshteam to parse through resumes that are submitted on to populate the relevant fields that are built as part of the Applications Tracking System. | United States | Freshteam |
| Automattic Inc., Akismet |
Freshdesk offers Forums, which is a community on your customer service portal using which your customers could build an active discussion to find mutual solutions. Akismet is a spam filtering service that filters spam from comments, trackbacks, and contact form messages. We have implemented Akismet to secure the Forum from being misused by spammers. | United States European Economic Area |
Freshdesk Support Desk Freshdesk OmniChannel |
| Mailgun | Mailgun is used by Freshdesk Customer Success as an email service provider to deliver bulk email campaigns that are triggered programmatically from the product as well as for sending individual emails to end-users | United States | Freshdesk Customer Success |
| Citus Data | Citus Data, Inc. a company held by Microsoft Inc., is used by us to collect customer feedback on the product. In case, a customer wishes not to participate in the survey, it can be disabled from the settings within the product. | United States European Economic Area Australia India |
Freshdesk Messaging Freshdesk OmniChannel |
| Confluent, Inc. | The products within Freshworks are built as an amalgamation of various sub-systems or platforms, which allows the product to serve at scale to its customers. In this context, Confluent provides us Kafka services which allows the Freshworks products to communicate seamlessly with all its platform services. | United States European Economic Area Australia India |
Freshdesk Support Desk Freshservice Freshdesk Messaging Freshdesk Contact Center Freshsales Freshmarketer Freshsales Suite Freshdesk OmniChannel Freshteam |
| Cloud Elements Inc. | Cloud Elements is an API Integration Platform as a service that has built a repository of APIs to integrate with various other SaaS providers. Using this service, Freshworks can provide specific integrations to the third party services that are supported by Cloud Elements. | United States European Economic Area |
Freshdesk OmniChannel Freshdesk Support desk |
| Snowflake Inc. | Snowflake is an analytic data warehouse provided as Software-as-a-Service (SaaS). The service is used by Freshworks to provide the ability to support dynamic and on-the-go reporting and analytics feature in its products. | United States European Economic Area Australia India |
Freshdesk OmniChannel
Freshdesk Support Desk Freshdesk Messaging Freshdesk Contact Center Freshsales Freshmarketer Freshteam Freshsales Suite |
| AppCues | Appcues provides us the ability to provide a quick and pertinent tours, tips, and tutorials for customers. These are typically used for new customers, or when we publish new flagship features. | United States | Freshdesk Messaging Freshdesk Contact Center Freshmarketer Freshdesk Customer Success Freshsales Freshsales Suite Freshdesk Support Desk Freshteam |
| AskNicely | AskNicely is a service provider that is integrated with Freshworks products to collect feedback from its users and report it back to Freshworks in the Net Promoter Score format. Different products have placed in select opportune moments for the survey to popup. Customers have an option to provide feedback or ignore the survey. The vendor is applicable for all the products. | United States | Freshservice |
| Inline Manual Ltd. | Inline Manual provides us the ability to provide a quick and pertinent tours, tips, and tutorials for customers. These are typically used for new customers, or when we publish new flagship features. | United States | Freshdesk Support Desk Freshservice Freshdesk OmniChannel Freshrelease |
| Redis Labs Ltd. | Database service provider that is hosted within Freshworks AWS cloud. The vendor monitors the service performance and availability. | United States European Economic Area Australia India |
Freshdesk Support Desk Freshservice Freshdesk Messaging Freshdesk Contact Center Freshsales Freshmarketer Freshsales Suite Freshdesk OmniChannel Freshrelease Freshteam Freshping Freshstatus Freshinbox |
| DataStax Inc. | DataStax Astra is a hosted version of Cassandra on DataStax Cloud. The service provides us the ability to handle large amounts of data service requests coming from multiple services into a common data pool. | United States European Economic Area Australia India |
Freshdesk Support Desk Freshdesk OmniChannel Freshdesk Messaging Freshdesk Contact Center Freshsales Suite Freshmarketer Classic Freshdesk Customer Success |
| Sumologic | For tracking usage metrics and delivery or emails. From a PII standpoint, we do track if mails are delivered to the To address | United States European Economic Area Australia |
Freshdesk Customer Success Freshteam Freshstatus Freshreports Freshconnect FreshID Freshdesk Support Desk Freshdesk Messaging Freshdesk Contact Center Freshservice Freshsales Freshmarketer Freshrelease |
**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 |
| Freshworks SAS | France |
| Freshworks Technologies Pte. Ltd. | Singapore |
| Freshworks Technologies B.V. | Netherlands |
| Natero Ireland Limited | Ireland |
| AnsweriQ Inc. | USA |
For questions or objections regarding sub-processors please write to support@freshworks.com
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