Zendesk, Inc. (“Zendesk”) uses certain sub-processors (including members of the Zendesk Group and third parties, as listed below) and content delivery networks to assist it in providing the Zendesk Services as described in theMaster Subscription Agreement(“MSA”). Defined terms used herein shall have the same meaning as defined in the MSA.

What is a Sub-processor

A sub-processor is a third party data processor engaged by Zendesk, including entities from within the Zendesk Group, who has or potentially will have access to or process Service Data (which may contain Personal Data). Zendesk engages different types of sub-processors to perform various functions as explained in the tables below.

Due Diligence

Zendesk undertakes to use a commercially reasonable selection process by which it evaluates the security, privacy and confidentiality practices of proposed sub-processors that will or may have access to or otherwise process Service Data.

Contractual Safeguards

亚博Zendesk一般要求es its sub-processors to satisfy equivalent obligations as those required from Zendesk (as a Data Processor) as set forth in Zendesk’s Data Processing Agreement (“DPA”), including but not limited to the requirements to:

• Process Personal Data in accordance with data controller’s (i.e. Subscriber’s) documented instructions (as communicated in writing to the relevant sub-processor by Zendesk);
• In connection with their sub-processing activities, use only personnel who are reliable and subject to a contractually binding obligation to observe data privacy and security, to the extent applicable, pursuant to applicable data protection laws;
• Provide regular training in security and data protection to personnel to whom they grant access to Personal Data;
• 实现和维护适当的技术和organizational measures (including measures consistent with those to which Zendesk is contractually committed to adhere to insofar as they are equally relevant to the sub-processor’s processing of Personal Data on Zendesk’s behalf) and provide an annual certification that evidences compliance with this obligation. In the absence of such certification Zendesk reserves the right to audit the sub-processor;
• Promptly inform Zendesk about any actual or potential security breach; and
• Cooperate with Zendesk in order to deal with requests from data controllers, data subjects or data protection authorities, as applicable.

Sub-processors which incidentally have access to Your Service Data in Innovation Services and are used to provide specific features or components of the product outside of the core hosting of Service Data (“Innovation Service Specific sub-processors”) are regularly reviewed by Zendesk to ensure they work towards implementing each of the standards described in this Section. However, Innovation Service Specific sub-processors may not currently meet all of the measures identified above.

This policy does not give Subscribers any additional rights or remedies and should not be construed as a binding agreement. The information herein is only provided to illustrate Zendesk’s engagement process for sub-processors as well as to provide the actual list of third party sub-processors and content delivery networks used by Zendesk as of the date of this policy (which Zendesk may use in the delivery and support of its Services).

If you are a Zendesk Subscriber and wish to enter into our DPA, please email us atprivacy@zendesk.com.

Process to Engage New Sub-processors:

For all Subscribers who have executed Zendesk’s standard DPA, Zendesk will provide notice via this policy of updates to the list of sub-processors that are utilized or which Zendesk proposes to utilize to deliver its Services. Zendesk undertakes to keep this list updated regularly to enable its Subscribers to stay informed of the scope of sub-processing associated with the Zendesk Services. Zendesk Subscribers may subscribe to receive notifications of updates to this policy by clicking “Follow updates” at the top of this policy.

Pursuant to the DPA, a Subscriber may object in writing to the processing of its Personal Data by a new sub-processor within thirty (30) daysfollowing theupdate of this policy and such objection shall describe Subscriber's legitimate reason(s) for objection. If Subscriber does not object during such time period the new sub-processor(s) shall be deemed accepted.

If a Subscriber objects to the use of a new sub-processor pursuant to the process provided under the DPA, Zendesk shall have the right to cure the objection through one of the following options (to be selected at Zendesk’s sole discretion):

(a) Zendesk will cease to use the new sub-processor with regard to Personal Data;

(b) Zendesk will take the corrective steps requested by Subscriber in its objection (which steps will be deemed to resolve Subscriber’s objection) and proceed to use the sub-processor to process Personal Data; or

(c) Zendesk may cease to provide or Subscriber may agree not to use (temporarily or permanently) the particular aspect of a Zendesk Service that would involve use of the sub-processor to process Personal Data.

Termination rights, as applicable and agreed, are set forth exclusively in the DPA.

下面是一个最新的列表(date of this policy) of the names and locations of Zendesk sub-processors and content delivery networks (including members of the Zendesk Group and third parties):

Infrastructure Sub-processors – Service Data Storage and Processing

亚博Zendesk infrastruct拥有或控制访问ure that Zendesk uses to host and process Service Data submitted to the Services, other than as set forth herein. Currently, the Zendesk production systems used for hosting Service Data for the Services are located in the infrastructure sub-processor listed below. Subscriber accounts are typically established in one of these regions based on where the Subscriber is located, but may be shifted among locations to ensure performance and availability of the Services. The following table describes the legal entity engaged by Zendesk in the storage of Service Data. Zendesk also uses additional services provided by this sub-processor to process Service Data as needed to provide the Services.

Entity Name	Entity Type	Data Hosting Location
Amazon Web Services, Inc.	Cloud Service Provider	United States, Ireland, Germany, Japan, Australia

Service Specific Sub-processors

Zendesk works with certain third parties to provide specific functionality within the Services. These providers are the sub-processors set forth below. In order to provide the relevant functionality these sub-processors access and process Service Data. Their use is limited to the indicated Services.如果用户已经购买Zendesk套件或年代亚博ales Suite, the sub-processors used for the Suites will be in accordance with the sub-processors listed for the underlying Services that make up the Zendesk Suite or Sales Suite as detailed in this policy.Definitions for the terms used to refer to the Applicable Services included below can be found in the Service-Specific Supplemental Terms found here: https://support.zendesk.com/hc/en-us/articles/360047508453-Supplemental-terms-Zendesk-s-service-specific-terms. For reference, such definitions are as follows:

• Ticketing System Functionality: means Zendesk Support and help desk functionality, email support functionality and agent workspace functionality available within Zendesk Suite.
• Voice Functionality: means Zendesk Talk and call center software available within Zendesk Suite.

• Analytics Functionality: means Zendesk Explore and reporting and analytics functionality available within Zendesk Suite.

Entity Name	Purpose and Data Processed	Applicable Services	Data Hosting Location
Twilio, Inc.	Zendesk Talk’s cloud center software is built onTwilio, Inc.’s(“Twilio”) development platform. Twilio’s development platform provides the APIs from which Zendesk Talk accesses the telecommunications infrastructure, including phone numbers, voice minutes, web client, and phone call recording and transcription. Twilio has access to Subscribers’ and End-Users’ information as needed to deliver the Talk and Text messages between Subscribers and End-Users. This includes Service Data contained in the messages and the Personal Data of Subscribers’ Agents and End-Users as needed to send and deliver the messages. Zendesk Support also uses Twilio for two-factor authentication of Agents and Admins. The only information Twilio has access to for this purpose is the Agent/Admin's phone number.Twilio’s subsidiary, Sendgrid, also receives Email Campaign Data in the Analytics Functionality.	Voice Functionality, Ticketing System Functionality, Zendesk Sell	United States
GoodData Corporation	GoodData Corporation(“GoodData”) is the analytics provider that Zendesk uses in Insights reporting, our legacy analytics feature. Zendesk is migrating away fromInsightsand once this process is complete, GoodData will be removed as a Sub-Processor. Where Insights is used, GoodData may process Service Data from all of the Services used by the relevant Subscriber.	Insights	United States
Sendgrid, Inc.	Sendgrid, Inc. (“Sendgrid”) is an email campaign service provider used within Zendesk Explore to send notification emails and dashboards to Agents and End-Users. The primary information Sendgrid has access to is the email addresses of recipients of the emails and the content of the emails themselves. The content of the emails may include the dashboards Subscriber has chosen to include in the email campaign.	Analytics Functionality, Zendesk Sell	United States
Cloudflare, Inc.	Cloudflare, Inc. (“Cloudflare”) provides content distribution, security, abuse prevention and DNS services for web traffic transmitted to and from the Services. This allows Zendesk to efficiently manage traffic and secure the Services. The primary information Cloudflare has access to is information in and associated with the Zendesk website URL that the End-User or Agent is interacting with (which includes End-User or Agent IP address). All information (including Service Data) contained in web traffic transmitted to and from the Services is transmitted through Cloudflare’s systems. Cloudflare also processes a limited amount of Personal Data (specifically Agent and End-User IP addresses, browser and operating system related information) for logging and abuse prevention purposes.	All	United States
Pendo.io, Inc.	Pendo.io, Inc. (“Pendo”) is a third-party analytics provider that Zendesk uses to capture how users interact with the Service. Zendesk uses this information to analyze and improve the Services. The primary information Pendo has access to is information in and associated with the Zendesk website URL that the Agent and End-User is interacting with, such as time spent on page, items clicked (including Service Data contained in those items), Agent email addresses, End-User email addresses, etc.	All	United States
Datadog, Inc.	Datadog, Inc. (“Datadog”) is a third party logging platform that Zendesk uses for ingesting, parsing, querying and performing analytics on Service application and infrastructure logs (“Logs”). These Logs are then used for debugging, troubleshooting, auditing, reporting, and detecting and alerting on unexpected application behavior. Incidental to the purpose of the Log Processing, Service Data and Personal Data may be Processed by Datadog. Examples of the data that may be in the Logs includes: timestamp, token ID, email address, user agent, username, Account ID, User ID, name, IP address, application paths and parameters, Session IDs, provisioned infrastructure, Ticket and Help Center data, Agent data and other types of Service Data.	All	United States/Germany
Accenture International Limited	Accenture International Limited (“Accenture”) is a third-party service provider that assists Zendesk with the provision of customer support only and is not involved in technical operations which would include the prevention of and addressing technical or service issues. Accenture has limited access to Subscribers’ information, including Service Data. This limited access is dependent on permission granted by Subscribers to Accenture. Accenture may have access to the following identifying information about Subscribers and End-Users for the sole purpose of dealing with Subscribers’ support requests: first and last name, email address and phone number. In addition and with Subscriber permission, Accenture may be provided access to Service Data for the purpose of dealing with support requests.	All	No hosting of data
MongoDB	MongoDB Inc. (“MongoDB”) provides scalable database services used to host select Service Data related to messaging integrations. The primary data MongoDB has access to includes messages exchanged through Sunshine Conversations and other messaging integrations, profile metadata supplied by messaging channels, metadata supplied by SDK integrator/APIs, messaging channel identities and credentials, push notification certificates and API keys, and webhook information.	Sunshine Conversations, Zendesk Messaging, WhatsApp Integration and Social Messaging Add-Ons	United States/Ireland
84Codes	84 Codes AB (“84 Codes”) provides scalable RabbitMQ as a service. This serves as the queuing mechanism used for processing Service Data in messaging integrations. The primary data 84 Codes has access to is messages exchanged through Sunshine Conversations and other messaging integrations, profile metadata supplied by integrated messaging channels, metadata supplied by the SDK integrator/API, messaging channel identities, and webhook information.	Sunshine Conversations, Zendesk Messaging, WhatsApp Integration and Social Messaging Add-Ons	United States
Functional Software, Inc.	Functional Software, Inc. ("Sentry") is a cross-platform error monitoring tool with a focus on error reporting. Zendesk uses Sentry to capture errors thrown within the Service to better understand and resolve issues in real-time. Incidental to the purpose of the error monitoring, Service Data and Personal Data may be Processed by Sentry. Examples of the data that may be in the logs include: timestamp, token ID, email address, user agent, username, Account ID, User ID, name, IP address, application paths and parameters, Session IDs, provisioned infrastructure, Ticket and Help Center data, Agent data and other types of Service Data.	All	United States/Germany
Google LLC	Google supports our translation functionality which is available to Agents within Agent Workspace. If enabled, it will process and host the translated data. Google processes all Service Data which is translated within Agent Workspace.	Translation Functionality within Agent Workspace, Live Chat Functionality	United States

Innovation Service Specific Sub-processors

Entity Name	Purpose	Applicable Services	Entity Country
Clearbit	APIHub, Inc. ("Clearbit") is a third party marketing data engine that Zendesk uses within the Reach functionality available in Zendesk Sell. Reach is optional and must be enabled by Subscribers. The primary Service Data processed by Clearbit includes lead name, lead email address, lead company name, lead company website, contact name, contact email address, contact company name, and contact company address.	Zendesk Sell	United States

Zendesk Group Sub-processors

以下实体Zendesk的成员亚博Group. Accordingly, they function as sub-processors to provide the Services.

Entity Name	Country
Zendesk, Inc.	United States
Zendesk International Ltd	Ireland
Zendesk ApS	Denmark
Zendesk GmbH	Germany
Zendesk Pty. Ltd	Australia
Zendesk UK Ltd	United Kingdom
Zendesk, Inc.	Philippines
Zendesk Singapore Pte. Ltd.	Singapore
Zendesk Brasil Software Corporativo LTDA	Brazil
Kabushiki Kaisha Zendesk	Japan
We Are Cloud SAS	France
Smooch Technologies ULC	Canada
Zendesk Technologies Private Limited	India
Zendesk Korea LLC	South Korea
Zendesk, S. de R.L. de C.V.	Mexico
Future Simple Inc.	United States
Cleverly, LTD	Portugal

Content Delivery Networks

As explained above, Zendesk’s Services may use content delivery networks (“CDNs”) to provide the Services, for security purposes, and to optimize content delivery. CDNs do not have access to Service Data but are commonly used systems of distributed services that deliver content based on the geographic location of the individual accessing the content and the origin of the content provider. Website content served to website visitors and domain name information may be stored with a CDN to expedite transmission, and information transmitted across a CDN may be accessed by that CDN to enable its functions. The following describes use of CDNs by Zendesk’s Services.

CDN Provider	Services Using CDN	CDN Location	Description of CDN Services
Amazon Web Services, Inc.	All Zendesk Services	Global	Public website content served to website visitors may be stored with Amazon Web Services, Inc., and transmitted by Amazon Web Services, Inc., to website visitors, to expedite transmission.