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Effective Date
September 10, 2024
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Sub-processors are third-party service providers engaged by a processor for performing personal data processing on behalf of a controller. According to various Privacy laws, 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 customers a data processing agreement (DPA) that covers its obligations under applicable privacy legislations. You can find our DPA here.
Freshworks commits to keep this list updated regularly, to enable Controllers stay informed of the scope of sub-processing associated with Freshworks services.
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 in the mentioned region based on location or choice(plan) of the Controller (Freshworks’ customer). The productive product instances and back-up instances are deployed within the same region. 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 third party 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:
List of Sub-processors
| SUB-PROCESSOR | PURPOSE | DATA CENTER REGIONS | 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. | US, EU, AUS, IND, ME | Freshdesk Freshchat Freshcaller Freshsuccess Freshservice Freshping Freshstatus Freshrelease Freshteam Freshsales Freshmarketer Freshsurvey Customer Service Suite |
| SendGrid, Inc. | The service is not applicable for customers who configure 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 emergencies. This service can be disabled from the backend, if a customer wishes so. | US | Freshdesk Freshchat Freshservice Freshteam Freshrelease Freshsales Freshmarketer Customer Service Suite |
| Twilio Inc.** | Twilio provides a platform to programmatically initiate and receive calls and SMS through Freshcaller. | US | Freshcaller Freshchat Freshsales Customer Service Suite |
| FullContact Inc. | FullContact Inc allows the customers to enrich the contacts that they maintain in our products with other social or publicly available information. | US | 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. | US | 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. | US, EU | Freshdesk Customer Service Suite |
| 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 | US | Freshsuccess |
| 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 features in its products. | US, EU, AUS, IND | Freshdesk Freshchat Freshcaller Freshteam Freshsales Freshmarketer Customer Service Suite |
| Appcues, Inc. | Appcues provides us the ability to provide quick and pertinent tours, tips, and tutorials for customers. These are typically used for new customers, or when we publish new flagship features. | US | Freshdesk Freshchat Freshcaller Freshsuccess Freshteam Freshsales Freshmarketer Customer Service Suite |
| Inline Manual Ltd. | Inline Manual provides us the ability to provide quick and pertinent tours, tips, and tutorials for customers. These are typically used for new customers, or when we publish new flagship features. | US | Freshdesk Freshservice Freshrelease Customer Service Suite |
| Redis Inc. | Database service provider that is hosted within Freshworks AWS cloud. The vendor monitors the service performance and availability. | US, EU, AUS, IND, ME | Freshdesk Freshchat Freshcaller Freshservice Freshteam Freshrelease Freshsales Freshmarketer Freshping Freshstatus Freshsurvey Customer Service Suite |
| 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. | US, EU, AUS, IND, ME | Freshdesk Freshchat Freshcaller Freshsuccess Freshsales Suite Freshmarketer Customer Service Suite |
| Calendly, LLC | For letting the user to book a meeting with the Freshworks' onboarding teams to set up their account | US | Freshdesk Freshsales Freshmarketer Freshteam Customer Service Suite |
| 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 Freshsales Freshmarketer Customer Service Suite |
| 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 Customer Service Suite |
| Google LLC | Google Translate offers translation of agent and customer interaction messages so that an Agent can provide support to an end-user who speaks a different language. This enables the agent to provide multilingual support. | US, EU, AUS, IND | Freshdesk Freshchat Freshsurvey Customer Service Suite |
| 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, IND | Freshdesk Freshchat Freshcaller Freshservice Freshsales Freshmarketer Customer Service Suite |
| 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. | US, EU, AUS, IND | Freshchat Customer Service Suite |
| Dropbox, Inc. | Share the quote for signature, the quote is sent for signature through DropboxSign. Only Opt out facility for the customers is not to send for signatory. | US, EU, AUS | Freshsales Freshservice |
| Workato Inc. | Workato is an integration platform which will be used in Freshworks Products and other softwares to build integration Workato is a workflow automation provider. Freshworks and customers can connect with multiple apps through Workato connectors. | US, EU | Freshdesk Freshservice Freshchat Customer Service Suite |
| Hertza L.L.C. D/B/A ZeroBounce | Email platform service to solve for the new features being launched by Freshmarketer and Freshsales products. Used to improve customer's email marketing campaign, email validations | EU | Freshsales Freshmarketer |
| Cloudflare, Inc*** | Cloudflare delivers services such as Web Application Firewall, DDoS (Distributed Denial-of-Service) Protection, a content delivery network (CDN), Malware protection and many other additional services to make freshworks products faster and more secure. | US, EU, AUS, IND | Freshdesk Freshchat Freshcaller Freshsuccess Freshservice Freshstatus Freshrelease Freshteam Freshsales Freshmarketer Freshsurvey Customer Service Suite |
**Call recording if activated is generated in the US and then moved to the regional data center associated with the product instance.
***Customers accessing Services from outside the region in which their Service instance is located (viz., US, EU, IND, AUS) will have their data routed via the Cloudflare servers within the applicable region to the Service instance region.
US = United States of America
EU = European Union
IND = Republic of India
AUS = Commonwealth of Australia
ME = Middle East
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 |
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