Knowledge Base Article

What companies are subprocessors to Khoros?

 

Data Location & Subprocessor Guide 

 

Khoros has offices in the USA, the EU, the UK, India and  Australia. These offices may have access to customer personal data for support and engineering purposes.  

Khoros also uses subprocessors in its applications to help it perform certain Services. Suprocessors are third-party entities with whom Khoros contracts to perform these Services and who may process customers’ personal data. Khoros contractually requires its subprocessors to comply with security and data privacy standards that are at least as protective as those that Khoros commits to its customers.

Specifically, as concerning European Union data privacy regulatory compliance, Khoros complies with the EC Standard Contractual Clauses and requires that those subprocessors that have access to Customer personal data also comply.

For information on our subprocessors, please scroll down to the charts below or simply click on one of the following links to be redirected to the corresponding chart:

 

 

What has changed since our last version: We have added AWS Australia as a cloud hosting subprocessor (both regular and optional) for our APAC Community customers. 

MARKETING SUBPROCESSORS

Subprocessor

Purpose

Data Hosting Location

Customer Location

AWS USA

Cloud hosting

USA

Worldwide

Airship

Mobile push notifications which might contain PII

USA, EU

Worldwide

Fastly

Content delivery network

Worldwide (location list at: https://www.fastly.com/network-map)

Worldwide

Pendo

In-app help, guidance, and announcements

USA

Worldwide

SendGrid (Twilio)

Email service provider used to send emails

USA, UK, India, and Japan

Worldwide

Sumo Logic

Log collection and storage

USA

Worldwide

Twilio

Provides programmable communication products and services, primarily in the form of APIs

USA

Worldwide

Zencoder (Brightcove)

Video transcoding; Although it does not handle PII, it may have access to unreleased marketing assets

USA, Australia, Mexico, Singapore, UK, Spain, France, Germany, and Sweden

Worldwide

OPTIONAL MARKETING SUBPROCESSORS

Talkwalker

Deep listening services for select Strategic Services Customers

EU (Germany)

Worldwide

 

CARE SUBPROCESSORS 

Subprocessor

Purpose

Data Hosting Location

Customer Location

AWS USA

Cloud hosting

USA

USA and Canada Customers

EMEA/APAC Customers solely for authentication data*

AWS Ireland

Cloud hosting

Ireland

EMEA Customers*

AWS Australia

Cloud hosting

Australia

APAC Customers*

Pendo

In-app help, guidance, and announcements

USA

Worldwide

Sendgrid (Twilio)

Email services provider used to send emails

USA, UK, India, and Japan

Worldwide

Sumo Logic

Log collection and storage

USA

USA, Canada, and EMEA Customers

Sumo Logic

Log collection and storage

Australia

APAC Customers

Sunshine Conversations

Extends conversational capabilities

USA and EU

Worldwide

Twilio

Provides programmable communication products and services, primarily in the form of APIs

USA

Worldwide

OPTIONAL CARE SUBPROCESSORS

Box

File storage for Customers using the “File Preview Feature”

USA

Worldwide

Cloud Elements

API integration platform for CRM

USA and Ireland

Worldwide

* = User profile and authentication data for the sole purpose of providing a unified log-in experience will be hosted in AWS USA for all Care customers.  All other customer data is hosted in region where customer is situated. 

KHOROS BOT SUBPROCESSORS

Subprocessor

Purpose

Data Hosting Location

Customer Location

Auth0

User authentication

Germany

Worldwide

AWS EU West 1

Cloud hosting

Amsterdam, Germany, and Luxembourg

Worldwide

AWS Ireland

Cloud hosting

Ireland

Worldwide

Cloudflare

Web firewall and CDN

Worldwide

Worldwide

Customer.io

CRM

USA

Worldwide

MongoDB

Database management 

Belgium

Worldwide

OPTIONAL KHOROS BOT SUBPROCESSORS

Google Ads (and analytics)

Advertising

USA

Worldwide

Vertex AI (Google Cloud)

Provides advanced machine learning to enhance Khoros Bot and Agent Assist functionality, including large language models (LLMs)

USA (Oregon)

US and Canada Customers

Vertex AI (Google Cloud)

Provides advanced machine learning to enhance Khoros Bot and Agent Assist functionality, including large language models (LLMs)

UK

EMEA Customers

Vertex AI (Google Cloud)

Provides advanced machine learning to enhance Khoros Bot and Agent Assist functionality, including large language models (LLMs)

Australia

APAC Customers

Sendgrid (Twilio)

Email provider

USA

Worldwide

Sentry.io

Error reporting

USA

Worldwide

 

COMMUNITY SUBPROCESSORS

Subprocessor

Purpose

Data Hosting Location

Customer Location

AWS USA

Cloud hosting

USA

USA, Canada, and APAC** Customers

AWS Ireland

Cloud hosting

Ireland

EMEA Customers

AWS Australia

Cloud hosting

Australia

APAC** Customers

Akismet

Spam detection

USA and Australia

Worldwide

Clarotest Consulting Lab S.R.L.

Some access to customer data as part of outage mitigation

Argentina

Worldwide

Pendo

In-app help, guidance, and announcements

USA

Worldwide

Sendgrid (Twilio)

Email services provider used to send emails

USA, UK, India, and Japan

Worldwide

Sumo Logic

Log collection and storage

USA

Worldwide

Sunshine Conversations

Extends conversational capabilities

USA and EU

Worldwide

OPTIONAL COMMUNITY SUBPROCESSORS

Akamai Technologies

Content delivery network

Worldwide (location list at: https://www.akamai.com/us/en/locations.jsp

Worldwide

AWS Australia

Cloud hosting

Australia

APAC** Customers

Brightcove

Video playback and storage

USA, Australia, Mexico, Singapore, UK, Spain, France, Germany, and Sweden

Worldwide

Box

File storage for Customers using the “File Preview Feature”

USA

Worldwide

ETI

Migrations

Bulgaria, Italy, and UK

Worldwide

** APAC Customers with Khoros Communities created prior to July 2024 will be hosted via AWS USA unless they have expressly opted to migrate to AWS Australia (fees apply). APAC Customers with Khoros Communities created July 2024 and after will be hosted via AWS Australia. 

BUSINESS OPERATIONAL SUBPROCESSORS

Subprocessor

Purpose

Data Hosting Location

Customer Location

Domo

Business intelligence and data visualization tool

USA

Worldwide

Atlassian (Jira)

Product support tool for Professional Services issue tracking and project management

USA

Worldwide

Salesforce***

Customer relationship management

USA

Worldwide

Workato

System integration

USA

Worldwide

OPTIONAL BUSINESS OPERATIONAL SUBPROCESSORS

Litmos

Learning management system used to host product training content

USA

Worldwide

*** = Salesforce may be used in conjunction with other third-party applications or add-ons.

Updated 2 months ago
Version 64.0
  • What has changed since our last version: We have removed Persistent, Virtual Mind, Moneybird, Clarotest Consulting, and Stripe and we added Business Operational Subprocessors.

  • What has changed since our last version: We have added a row entitled "Optional Business Operational Subprocessors" to our Business Operational Subprocessors chart and have added a new optional Business Operational subprocessor, Litmos. 

  • What has changed since our last version: We have added Vertex AI (Google Cloud) to our Optional Bot Subprocessors list, and have updated the names of SendGrid, Urban Airship, and Zencoder to reflect recent name changes and/or to clearly reflect the parent company with these subprocessors. 

  • What has changed since our last version: We have removed the CX Insights subprocessor chart, as Khoros no longer offers this Service. We have also moved Akamai Technologies and ETI into the "Optional Community Subprocessors" category and have also updated the ETI's Purpose.

  • What has changed since our last version: We have added AWS Australia as a cloud hosting subprocessor (both regular and optional) for our APAC Community customers.