Sub-processor List

This page lists the third-party service providers (“sub-processors”) that Helptal engages to process personal data on behalf of business customers using the Helptal Service. Each sub-processor is bound by a written contract requiring it to process data only on Helptal’s instructions, to protect data with appropriate technical and organisational measures, and to assist Helptal with breach notification and data-subject requests.

This list is incorporated into our Data Processing Addendum (DPA), which names the full legal entity for each provider. The DPA is available on request from [email protected].

Where personal data is stored. Workspace content (tickets, chats, knowledge-base articles, attachments, end-user profile data) is stored in Singapore. Email is processed by a provider in the United States. AI features, when enabled by a workspace administrator, route data to language-model and embeddings providers in the United States.

We will notify business customers at least thirty (30) days before adding or replacing a sub-processor that processes Workspace content, by email and / or in-product notice. If you reasonably object on data-protection grounds, you may terminate the affected Subscription as your sole remedy and we will refund prepaid fees for the unused portion of the term.

These providers host the application infrastructure that contains Workspace content. All processing is performed in Singapore.

Vultr — Singapore — virtual-private-server compute and object storage for file attachments.
DigitalOcean — Singapore — virtual-private-server compute.
Neon — Singapore — managed Postgres database holding Workspace content and account data; encrypted backups in the same region.
Upstash — Singapore — managed Redis cache for ephemeral state.

Cloudflare — United States (global anycast edge) — content delivery network, DNS resolution, DDoS mitigation, TLS termination at the edge, bot-protection (Turnstile), and custom-domain hosting for tenant-branded help centres and portals. Cloudflare does not retain Workspace content beyond what is required for in-flight TLS termination, edge caching of static assets, and security telemetry.

Mailgun — United States — outbound transactional email delivery (agent replies, system notifications) and inbound email parsing for ticket creation. Inbound email may contain end-user-supplied personal data.

Payment processors handle cardholder data on their own PCI-DSS compliant infrastructure. Helptal receives only a tokenised reference, the card brand, the last four digits, and the expiry date for display purposes.

Stripe — United States — primary card processor; tokenises card details and processes recurring subscription charges.
TapPay — Taiwan — secondary card processor used as a fallback when the primary processor cannot complete a charge; tokenises card details and processes recurring subscription charges.
PayPal — United States — processes recurring subscription charges via PayPal billing agreements for customers who pay with PayPal.

AI features (auto-tag, sentiment scoring, priority suggestion, translation, draft replies, knowledge-base answer bot, semantic retrieval over your help articles and internal docs) are opt-in at the workspace level. When enabled, Workspace content is routed to the providers below to perform inference or compute embeddings and return the result. Helptal does not use Workspace content to train AI models, and our AI sub-processors are contractually prohibited from training their own models on data we route to them.

Anthropic — United States — Claude language-model inference for drafting replies, answering from the knowledge base, classification, summarisation, and translation. Workspace content is not retained beyond what is needed for the inference request.
OpenAI — United States — text embeddings for semantic retrieval against your knowledge base and internal documents (Anthropic does not currently offer an embeddings product). API-level data retention is disabled.

Helptal supports optional third-party integrations that you, as the workspace administrator, can choose to enable. These providers are not sub-processors in the GDPR Article 28 sense. When you authorise a connection, personal data flows directly between Helptal and the provider under the provider’s own terms, and you remain the controller of the data you choose to share. You can review and disconnect any integration from Settings → Integrations at any time.

Calendar and meetings: Google (Google Calendar), Microsoft (Microsoft 365 Calendar), Zoom (meeting links) — United States.
CRM: HubSpot, Salesforce — United States — bidirectional sync of contact and ticket records via the providers’ APIs.
Notifications: Slack, Microsoft Teams — United States — ticket and chat events into a channel of your choice.
Outgoing webhooks: POST a JSON payload to an HTTPS endpoint you operate or select.
Customer SSO / federated identity: if your end users sign in through your identity provider (Google, Microsoft, Okta, SAML / OIDC), that provider is your relationship, not Helptal’s sub-processor.

This page was last updated on the date shown at the top. We maintain a changelog of additions, replacements, and removals for at least 24 months and will provide it on request.

To request the changelog, the DPA, or to register for advance notice of sub-processor changes by email, contact [email protected].