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Sub-processor Policy



Edited Dec 08, 2024


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February 1, 2021 - Sub-processor Policy updated to revise select "Applicable Services" terminology. No sub-processors were added or removed as part of this update. 

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June 1, 2021 - Sub-processor Policy updated to revise the "Ticketing System Functionality" definition. No sub-processors were added or removed as part of this update. 

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October 1, 2021 - Sub-processor Policy updated to modify MongoDB and 84Codes applicability and purpose descriptions. No new sub-processors were added or removed as part of this update.

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March 18, 2022 - Sub-processor Policy updated to add a new sub-processor, Functional Software, Inc. (“Sentry”). Sentry will be enabled in the Services in thirty (30) days.

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June 1, 2022 - This Sub-processor Policy has been updated. For reference, the previous version can be found above. 

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January 12, 2023 - This Sub-processor Policy has been updated for clarity to update the Zendesk Group Sub-processors to include new corporate Zendesk entities, remove Accenture International Limited as a Sub-processor, and add a new Sub-processor, NetApp, Inc. ("NetApp"). NetApp will be enabled in the Services in thirty (30) days.

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March 21, 2023 - This Sub-processor Policy has been updated to remove 84codes AB as a Sub-processor, which will no longer be used, and to modify the SendGrid, Inc. ("SendGrid") applicability and purpose description to include Live Chat Functionality. SendGrid will be enabled as a Sub-processor for Zendesk Chat in thirty (30) days. For clarity, SendGrid is not a Sub-processor for Zendesk messaging.

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May 15, 2023 - This Sub-processor Policy has been updated to include new European Zendesk Group Sub-processors and add a new Sub-processor, OpenAI, L.L.C. ("OpenAI"). For clarity, OpenAI will be disabled by default as a Sub-processor except for Subscribers that use the OpenAI functionality within the optional Advanced AI Add-On to the Zendesk Services, as of the date that the OpenAI functionality within the Advanced AI Add-On is enabled by the Subscriber.

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September 14, 2023 - This Sub-processor Policy has been updated to list Tymeshift, Inc. (“Tymeshift”) Sub-processors, and to add a new Zendesk Sub-processor, Snowflake Inc. ("Snowflake"). All Tymeshift Sub-processors are existing Sub-processors, as previously disclosed here. Additionally, the applicability and purpose descriptions of the existing Sub-processors Cloudflare, Inc., Good Data Corporation, and OpenAI, L.L.C. have been updated. For clarity, as before, OpenAI will be disabled by default until proactively enabled by the Subscriber.

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December 8, 2023 - This Sub-processor Policy has been updated to remove New Relic, Inc. as a Sub-processor for Tymeshift Functionality and revise the list of Zendesk Group Sub-processors.

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April 10, 2024 - This Sub-processor Policy has been updated to reflect changes to existing Zendesk WFM (Tymeshift) Sub-processors and to list Zendesk QA (Klaus) Sub-processors. These changes include the removal of The Rocket Science Group LLC (“Mailchimp") as an applicable Sub-processor for Zendesk WFM (Tymeshift), migration of the remaining Zendesk WFM (Tymeshift) Sub-processors from Innovation Services Sub-processors to Enterprise Services Sub-processors, and addition of Zendesk QA (Klaus) Sub-processors as Innovation Services Sub-processors. All Zendesk QA (Klaus) Sub-processors are existing Sub-processors, as previously disclosed in the Klaus Terms of Service: https://www.klausapp.com/terms/. Additionally, the applicability, description, and data hosting location information of the existing Sub-processor Twilio, Inc. has been updated.

For clarity, Zendesk WFM (Tymeshift) and Zendesk QA (Klaus) Sub-processors are only applicable for Subscribers that use Zendesk WFM (Tymeshift) or Zendesk QA (Klaus) services, as of the date that such services are enabled by the Subscriber.

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July 1, 2024 - This Sub-processor Policy has been updated to add the United Kingdom as an available data hosting location for Amazon Web Services, Inc., an infrastructure Sub-processor for Zendesk Services, and revise the list of Zendesk Group Sub-processors.

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July 10, 2024 - This Sub-Processor Policy has been updated to list Ultimate Sub-processors, modify the applicability and purpose description of the existing Sub-processor OpenAI, L.L.C., and revise the list of Zendesk Group Sub-processors.

For clarity, Ultimate Sub-processors are only applicable for Subscribers that use Ultimate Functionality, as of the date that such services are enabled by the Subscriber.

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August 30, 2024 - This Sub-processor Policy has been updated to reflect changes to Zendesk QA (Klaus) and Ultimate Sub-processors. These changes include the removal of Appcues Inc. and PostHog, Inc. as Sub-processors for Ultimate Functionality, migration of the remaining Zendesk QA (Klaus) and Ultimate Sub-processors from Innovation Services Sub-processors to Enterprise Services Sub-processors, and addition of a United States data hosting location option for supported Ultimate Sub-processors.

For clarity, Zendesk QA (Klaus) and Ultimate Functionality Sub-processors are only applicable for Subscribers that use Zendesk QA (Klaus) or Ultimate services, as of the date that such services are enabled by the Subscriber.

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September 27, 2024 - This Sub-processor Policy has been updated to clarify the applicability and purpose description of the existing Sub-processor OpenAI, L.L.C., including to add OpenAI, L.L.C. as an applicable Sub-processor for Zendesk QA (Klaus) and Ultimate Functionality.

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December 8, 2024 - This Sub-processor Policy has been updated to reflect the removal of NetApp, Inc. as a Sub-processor, applicability of the existing Sub-processor SendGrid, Inc. for Zendesk QA (Klaus), and applicability of the existing Sub-processor Deepgram Inc. for Voice Functionality.

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