Data Processing Agreement
Last updated: 11 September 2026. Incorporated into the Terms of Service for every workspace.
1. Parties and roles
This agreement is between the customer who owns a workspace (the "Controller") and Ansadesk (the "Processor"). It covers personal data of the Controller's end users ("Visitor Data") that the Processor handles when providing Ansadesk: chat and email messages, names, email addresses, attachments, page URLs, ratings and technical metadata.
2. Instructions
The Processor processes Visitor Data only to provide the service as configured by the Controller in its workspace settings (including whether AI features are enabled), and on the Controller's documented instructions, unless required otherwise by law, in which case the Processor will inform the Controller where legally permitted.
3. Confidentiality and security
- Access to Visitor Data is limited to personnel who need it to operate the service and who are bound by confidentiality.
- Technical measures include tenant isolation enforced at the data layer, encrypted transport (TLS), encrypted storage at rest for attachments, signed short-lived download links, authenticated administrative access, audit logging of administrative actions, and nightly encrypted backups retained for 14 days.
- The Processor will notify the Controller without undue delay, and within 72 hours, after becoming aware of a personal data breach affecting Visitor Data.
4. Subprocessors
The Controller authorises the subprocessors below. The Processor will give at least 30 days' notice (by email to workspace owners) before adding a subprocessor that processes Visitor Data; the Controller may object by terminating the service before the change takes effect.
| Subprocessor | Purpose | Location |
|---|---|---|
| Hetzner Online GmbH | Application and database hosting | Germany / Finland (EU) |
| Anthropic, PBC | AI drafts, summaries, triage, autopilot and help-center answers | United States |
| Cloudflare, Inc. (R2) | File attachment storage | Global (EU-jurisdiction bucket available) |
| Stripe, Inc. | Subscription billing | United States / Ireland |
| useSend / Amazon Web Services (SES) | Transactional email | European Union |
| Slack Technologies (optional) | Notifications, only when a workspace connects a Slack webhook | United States |
| Google LLC (Analytics, optional) | Marketing-site analytics only; never inside the app or on customer help centers | United States |
5. International transfers
Visitor Data is stored in the European Union. Transfers to subprocessors outside the EU/UK rely on the EU Standard Contractual Clauses (Module 3, processor to processor) or the EU-US Data Privacy Framework as applicable to that subprocessor.
6. Assistance and data subject rights
The service lets the Controller export all workspace data, delete an individual visitor and all their conversations and attachments, and delete the workspace entirely, so most access and erasure requests can be fulfilled without the Processor's involvement. Where a request reaches the Processor directly it will be forwarded to the Controller within 5 business days. The Processor will provide reasonable assistance with data protection impact assessments and consultations with supervisory authorities.
7. Deletion and return
On termination, or when the Controller deletes a workspace, Visitor Data is deleted from the live service immediately and from backups within 30 days, unless retention is required by law. The Controller can export the data before deletion.
8. Audit
On written request no more than once a year, the Processor will make available the information reasonably necessary to demonstrate compliance with this agreement, including its current security measures and subprocessor list.
9. Term and law
This agreement applies for as long as the Processor holds Visitor Data for the Controller and is governed by the laws of England and Wales. Where the Controller requires a signed copy for its records, email [email protected].