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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 India |
Freshdesk Freshservice Freshchat 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 |
Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshinbox Freshworks CRM |
| SendGrid, Inc. | SendGrid is used by our products as an email service provider to deliver emails that are triggered programmatically from the products. It is an email campaign service provider used e to send notification emails and dashboards to Agents and End-Users. This service will not be applicable is the customer chooses to integrate their own mailing service with our products. |
United States | Freshdesk Freshservice Freshsales Freshrelease Freshchat Freshmarketer Freshping Freshinbox Freshworks CRM |
| Twilio** | Twilio provides a platform to programmatically initiate and receive calls or SMS through Freshcaller. | United States | Freshdesk Freshcaller Freshservice Freshsales Freshmarketer Freshworks CRM |
| 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 Freshchat. | United States European Economic Area |
Freshdesk |
| Sumo Logic | Sumo Logic is a cloud-based machine data analytics company that allows us to monitor the health of our infrastructure on real-time. The system helps Freshworks to proactively manage system events relating to performance and availability of its services. | United States European Economic Area Australia |
Freshdesk Freshservice Freshcaller Freshsales Freshmarketer Freshworks CRM |
| Logentries | New Relic provides analytics for Application Performance Monitoring (APM), Trap errors in production code and helps in troubleshooting. | United States | Freshrelease Freshsuccess Freshteam |
| 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. | United States | Freshchat Freshsales Freshmarketer 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. | New Relic provides analytics for Application Performance Monitoring (APM), Trap errors in production code and helps in troubleshooting. | United States European Economic Area |
Freshdesk Freshservice Freshcaller Freshsales Freshchat Freshrelease Freshmarketer Freshsuccess Freshteam Freshworks CRM |
| 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 |
| Mailgun | Mailgun is used by Freshsuccess as an email service provider to deliver emails that are triggered programmatically from the products. It is an email campaign service provider used to send notification emails and dashboards to Agents and End-Users. |
United States | Freshsuccess Freshconnect |
| 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 |
Freshchat Freshworks CRM Freshmarketer Freshsales |
| SolarWinds Worldwide, LLC - Loggly |
Log management Software to visualise, analyse and monitor application events from our iOS App | United States European Economic Area Australia India |
Freshchat Freshsales Freshmarketer Freshworks CRM |
| 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 Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshworks CRM |
| APNS Notifications | Apple Push Notification service (APNs) is a remote notifications service from Apple Inc, that Freshworks uses to send notifications relating to our iOS Apps. These notifications relate to the user's accounts that is registered to the service subscriptions maintained by our Customers. Users have an option to turn-off, the notifications through the system settings in their iOS device. | United States European Economic Area |
Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshteam Freshworks CRM |
| 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 |
| 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 Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freddy Freshworks CRM |
| 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 | Freshchat Freshcaller Freshservice Freshmarketer Freshsuccess Freshsales Freshworks CRM |
| 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. | United States | Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshworks CRM |
| JoinCube, Inc. Beamer |
Beamer is used to provide specific in-product announcements. These are typically in the nature of new features or offers that we would roll out. In the case of Freshdesk and Freshdesk Omnichannel, there is an option available within the product for the customer (Account Admin) to opt-out of Analytics. | United States | Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshsuccess Freshworks CRM |
| Functional Software, Inc. - Sentry |
Sentry is used by our Engineering teams to discover and debug errors on the product front-end. In the case of Freshdesk, there is an option for the customer (Account Admin) to opt-out of analytics. When opted out, except the Agent ID, all the other unique identifiers of an individuals are not captured for the account. Agent ID is a number string, and with only with this piece of information, Other products, do not have an option selectively disable or redact the data that we send to the vendor. |
United States | Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshworks CRM |
| Google LLC - Firebase Analytics |
Firebase Analytics helps us understand performance and usage metrics of our iOS and Android apps, thereby allowing us to optimize the apps performance to provide a better app experience for the users | United States European Economic Area |
Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshteam Freshworks CRM |
| Google LLC - Firebase Cloud Messaging (FCM) | Firebase Cloud Messaging (FCM) is a remote notifications service from Google, that Freshworks uses to send notifications relating to our Android Apps. These notifications relate to the user's accounts that is registered to the service subscriptions maintained by our Customers. Users have an option to turn-off, the notifications through the system settings in their Android device. | United States European Economic Area |
Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshteam Freshworks CRM |
| Google LLC - Firebase Crashlytics | Firebase Crashlytics helps us track, prioritize, and fix stability issues on Android Apps, in realtime. | United States European Economic Area |
Freshdesk Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshteam Freshworks CRM |
| 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 Freshservice |
| PubNub Inc. | Secondary chat microservice for customers using the older version of Freshchat. | United States European Economic Area |
Freshdesk |
| 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 Freshservice Freshchat Freshcaller Freshsales Freshmarketer Freshworks CRM |
| SurveyMonkey Inc. | When a customer wishes to downgrade or cancel their subscription, a feedback form is initiated from SurveyMonkey. | United States | Freshdesk Freshservicer Freshsales Freshmarketer 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 |
| Freshworks SAS | France |
| Freshworks Technologies Pte. Ltd. | Singapore |
| Freshworks Technologies B.V. | Netherlands |
| Natero Inc. | USA |
| AnsweriQ Inc. | USA |
For questions or objections regarding sub-processors please write to support@freshworks.com
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