HelpDesk: Sub-Processors

Our goal is to provide the highest quality products and maintain security on multiple levels, such as technical, operational, and legal. To ensure this, we use certain Sub-Processors, so-called third-party processing tools.

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Below you can find a copy of the information about Sub-Processors selection criteria and our quality assurance.

Sub-processing and LiveChat Inc.

By Sub-Processor, we mean the third-party processor that we use to facilitate the delivery of our products. LiveChat Inc. uses Sub-Processors, one of them being our affiliate company, TEXT S.A., and selects them according to internal high-quality standards to ensure data integrity and safety. Furthermore, LiveChat, Inc. uses a commercially reasonable selection process to choose the best and most reliable processors. It also uses:

Safeguards in-use and selection process

Text, Inc. safeguards its relation with Sub-Processors by the contractual relationship - we sign Data Processing Agreement with each of our Sub-Processors - establishing data safety standards which should be at least meeting our minimum requirements used in our DPA offered to the customers.

Below are some of the outlined standards that we require of all Sub-Processors that we appoint.

• Our Sub-Processors shall implement and maintain appropriate technical and organizational measures (including measures consistent with those to which we are contractually committed).
• Our Sub-Processors are from the US and Europe mostly. If we decide to appoint the Sub-Processors from the other country we always make sure other legal transfer mechanisms apply to such data processing.
• Our Sub-Processors process only the data that are absolutely necessary for the purpose (and none more than that).
• Our Sub-Processors are entitled to process personal data only in accordance with the data controller’s instructions.
• We require cooperation and assistance from our Sub-Processors when it comes to a data breach or processing of a data controller’s requests.
• Our Sub-Processors are obliged to ensure that their personnel is reliable, trained, and subject to a contractually binding obligation to observe data privacy and security, to the extent applicable by the data protection laws.

Sub-Processors

Text, Inc. is dedicated to keeping always up-to-date lists of Sub-Processors.

Please note that this policy does not grant to customers any additional rights or remedies and should not be treated as a binding agreement but only a policy aiming to explain and clarify the process of processors’ appointments.

Text, Inc. appoints different categories of Sub-Processors that help us to maintain the product effectively and efficiently. Here, you can find the list of Text, Inc.’s third-party service providers (“Sub-Processors”) with access to end-users data within customer’s account.

Infrastructure and storage

Text, Inc. does not provide its own storage centers and uses Sub-Processors delivering reliable infrastructure to maintain data storage. (For more info check our Data Storage and Hosting Policy).

We use Sub-Processors that facilitate document storage to enable fact and safe documents signing upon customer’s requests. Text, Inc. delivers four products to numerous customers - we use CRMs to organize customers’ data.

1. Amazon Web Services LLC – file storage through Amazon AWS product (Data stored in USA).
2. Cloudflare, Inc. – DNS provider  (Data stored in USA, EU).
3. Dropbox, Inc. – storage of documents (Data stored in USA).
4. Google, LLC - email services, internal docs storage, cloud services through Google Cloud Platform (Data stored in USA, EU).
5. IBM (server provider) – server provider, CDN provider (Data stored in USA, EU).
6. Atlassian Corporation PLC (Jira product) – maintain tasks (Data stored in various locations worldwide).

AI-enabled functionality

We engage Sub-Processors that utilize AI models to enhance operations and provide a better customer experience.

1. OpenAI OpCo, LLC - communication and customer service enrichment (Data stored in the US and various locations worldwide).

Accounting and payment processing

We employ tools that collect your recurring payments and deliver us analytics concerning payment processing. We use this type of product to ensure that your payment is processed on top-notch standards by the market leaders in this field.

1. 200 OK, LLC – payment analytics through Profitwell product
2. ChartMogul Ltd. – billing statistics through Chartmogul product
3. Recurly, Inc. – payment processing
4. Xero Limited – accounting services

Communication and support services

We employ tools that help us to maintain communication both internally and with our customers/trial users or potential customers.

1. AutopilotHQ, Inc. – email services through Autopilot product
2. Campaign Monitor Pty Ltd – email services through Campaign monitor product
3. Google, LLC – email services, internal docs storage (Data stored in USA, EU)
4. Slack Technologies, Inc. – internal communication through Slack product
5. Smooch Technologies Inc. – multichannel communication provider
6. Twilio, Inc., Twilio Ireland Limited – user SMS service through Twilio product
7. The Rocket Science Group, LLC – email services through Mailchimp product
8. Wildbit, LLC – email services through the Postmark product
9. Woodpecker.co Sp. z o.o. – email service through Woodpecker product
10. ActiveCampaign, LLC – email services through the Postmark product (Data stored in USA).

User feedback and work optimization

We’re constantly improving our products to fit our customers’ needs. That’s why we use tools that help us to collect and organize data about our product performance.

1. Amplitude, Inc. – statistic/usage data product
2. Civilized Discourse Construction Kit, Inc. – community forum platform
3. FullStory, Inc. – customer experience optimization (analytics engine) (Data stored in USA)
4. HotJar Ltd. – customer experience optimization (analytics engine) (Data stored in USA, EU)
5. Widgix, LLC dba SurveyGizmo – surveys services through SurveyGizmo product
6. Yesware, Inc. – sales Productivity Platform
7. OÜ Qualitista (Klaus) - customer experience optimization (Data stored in USA, EU)

In case of any questions or doubts concerning the appointment of Sub-Processors, let us know via support@helpdesk.com.