Sorry, our deep-dive didn’t help. Please try a different search term.
Effective Date
April 17, 2023
For prior version, please click here.
Sub-processors are third-party businesses engaged by a processor for performing personal 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 personal data hosted on these services, and resides in corresponding data center facilities based on location or choice(plan) of the Controller (Freshworks’ customer). Personal 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 personal 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 Freshchat Freshcaller Freshsuccess Freshservice Freshteam Freshrelease Freshsales Freshmarketer Freshconnect Freshping Freshinbox Freshstatus Freshsurvey |
| SendGrid, Inc. | The service is not applicable for customers who configures an external mail service for sending and receiving emails via the product. All the other customers are served via Freshworks' native email service and SendGrid is used as a backup service provider to cover for any exigencies. This service can be disabled from the backend, if a customer wishes so. | United States | Freshdesk Freshchat Freshservice Freshteam Freshrelease Freshsales Freshmarketer |
| Twilio Inc. | Twilio provides a platform to programmatically initiate and receive calls or SMS through Freshcaller. | United States | Freshcaller Freshsales |
| MessageBird UK 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 Freshchat |
| 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 |
| 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. | 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 Technologies, Inc. | Mailgun is used by Freshsuccess 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 | Freshsuccess |
| Microsoft Corporation | 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 |
| UiPath 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 Freshchat Freshcaller Freshteam Freshsales Freshmarketer |
| Appcues, Inc. | 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 Freshchat Freshcaller Freshsuccess Freshteam Freshsales Freshmarketer |
| 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 Freshrelease |
| Redis Inc. | 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 Freshchat Freshcaller Freshservice Freshteam Freshrelease Freshsales Freshmarketer Freshping Freshstatus Freshinbox Freshsurvey |
| 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 Freshchat Freshcaller Freshsuccess Freshmarketer Classic |
| Sumo Logic, Inc. | 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 Freshchat Freshcaller Freshsuccess Freshservice Freshteam Freshrelease Freshsales Freshmarketer Freshstatus Freshreports Freshconnect FreshID |
| Calendly, LLC | For letting the user to book a meeting with the Freshworks' onboarding teams to set up their account | US | Freshdesk Freshsales Freshmarketer |
| Google LLC | 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. | US | Freshdesk Freshchat Freshcaller Freshservice Freshsales Freshmarketer |
| Google LLC | Google Fonts is a catalog of open-source fonts and icons, which makes it easy to integrate expressive type and icons seamlessly. | US | Freshdesk |
| Microsoft Corporation | Freshworks offers various AI functionalities using a combination of its own proprietary AI models and models derived from Microsoft Azure OpenAI. Users will have the ability to apply human oversight on the output derived from the AI services. Customers will have the ability to enable or disable the services via their admin console. | US, EU | Freshdesk Freshchat Freshcaller Freshservice Freshsales Freshmarketer |
**Call recording for Freshdesk, Freshsales, Freshcaller & Freshworks CRM is generated in the US and then moved to the regional data center associated with the product instance.
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
Sorry, our deep-dive didn’t help. Please try a different search term.