Effective Date
September 10, 2024

For prior version, please click here.

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.

Governance

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.

Agreements

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.

Infrastructure & Services Sub-processors:

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
Freshdesk Omni
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
Freshdesk Omni
Twilio Inc.** Twilio provides a platform to programmatically initiate and receive calls and SMS through Freshcaller. US Freshcaller
Freshchat
Freshsales
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni
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
Freshdesk Omni

**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.

Region definition:

US = United States of America
EU = European Union
IND = Republic of India
AUS = Commonwealth of Australia
ME = Middle East

Group Sub-processors

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