DeskOnline engages with a set of subprocessors to provide our services.
A subprocessor is a third-party data processor engaged by DeskOnline who has, potentially will have access to, or who will process DeskOnline service data (which may contain personal data). This document goes over who these subprocessors are and how DeskOnline engages with each of them to provide our services.
At DeskOnline, security and personal privacy is paramount. Accordingly, we impose data protection terms on each subprocessor that we work with to maintain high security and to enforce data privacy. Details of our data processing policies in relation with the subprocessors we work with can be found in the DeskOnline DPA (Data Processing Addendum).
DeskOnline works with the following third parties to provide specific functionality as part of our services.
| 3rd Party | Service | Purpose |
|---|---|---|
| International Business Machines Corporation | IBM Cloud Infrastructure Services | DeskOnline uses IBM's cloud infrastructure to host its production data and systems, ensuring secure and reliable operations. |
| Mailgun Technologies Inc. | Email Processing | For email-based support, all incoming and outgoing emails are processed by the Mailgun messaging engine. These emails contain the support dialog with the end user and may contain personal data. |
| Apple Inc. | Apple Push Notification Service (APNS) | DeskOnline uses the Apple service to send push notifications for mobile applications that have integrated with the DeskOnline IOS SDK. Customers can configure the push messages including an option to not include personal data. Customers can also choose not to use this service. |
| Google LLC | Google Cloud Messaging (GCM) | DeskOnline uses the Google push service to send push notifications for mobile applications that have integrated with the DeskOnline Android SDK. Customers can configure the push messages including an option to not include personal data. Customers can also choose not to use this service. |
DeskOnline offers optional third-party integration services to its customers, which are not enabled by default. If an DeskOnline customer chooses to integrate with any of the following services as part of their DeskOnline experience, these third parties will be considered 'Core Sub-processors' according to the integration services selected by the customer.
| 3rd Party | Service | Purpose |
|---|---|---|
| Google LLC | Auto Translation | Provides translation features within the DeskOnline dashboard for multilingual support. |
| Google LLC | Google reCAPTCHA | Enhances security and verify the authenticity of login requests. |
| Meta Inc. | Facebook integration | Allows the Customer to engage with their End Users through DeskOnline using the Facebook platform. |
| Meta Inc. | WhatsApp Integration | Allows the Customer to engage with their End Users through DeskOnline using the WhatsApp platform. |
| Twilio Inc. | SMS integration | Allows the Customer to engage with their End users through DeskOnline using the medium of SMS. |
| Discord Inc. | Discord integration | Allows the Customer to engage with their End users through DeskOnline using the Discord platform. |
| Line Corporation | Line integration | Allows the Customer to engage with their End users through DeskOnline using the Line platform. |
| Telegram Messenger LLP | Telegram integration | Allows the Customer to engage with their End users through DeskOnline using the Telegram platform. |
| OpenAI LLC | Intelligent Features Service Provider | Allows customers to leverage OpenAI functionality within Advanced AI Add-On and All DeskOnline Services where OpenAI functionality is enabled. |