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Terms & Policies

Subprocessors List

Effective day 9 April 2025

(prior version of the Subprocessors List available to view here)

Security, Privacy and Compliance Information for Intercom

Intercom is a data processor and engages certain onward subprocessors that may process personal data submitted to Intercom’s services by the controller. These subprocessors are listed below, with a description of the service and the location where data is hosted. By default, hosting occurs in the United States. For Intercom’s regional data hosting services that customers may have elected to use, scroll further down the page to see the specific subprocessors list for the designated region. These lists may be updated by Intercom from time to time in accordance with the terms of the Data Processing Addendum.

  • Amazon Web Services, Inc. - Hosting, storage and processing (including AI processing) of Customer Data (USA).
  • Snowflake Inc. - Data warehouse services and processing (including AI processing) (USA).
  • Mailgun Technologies, LLC - Email delivery services for individual emails and bulk email campaigns initiated from Intercom's services (USA).
  • Message Systems, Inc. (d/b/a Sparkpost) - Email delivery services for individual emails and bulk email campaigns initiated from Intercom's services (USA).
  • Twilio, Inc. - SMS and Phone functionality (USA).
  • Cloudflare, Inc. - Transport Layer Security (“TLS”) protection for customers using a custom domain to host their Intercom Articles (USA).
  • OpenAI, L.L.C. - AI processing (USA).
  • PlanetScale Inc. - Database storage and caching (USA).
  • Anthropic, PBC - AI processing (USA).
  • Google LLC - AI processing (USA).

EU Data Hosting

For customers participating in EU data hosting (AWS hosting is in Dublin, Ireland - AWS region eu-west-1), the following subprocessors apply.

  • Amazon Web Services (AWS) - Hosting, storage and processing (including AI processing) of Customer Data (Ireland).
  • Snowflake Inc. - Data warehouse services and processing (including AI processing) (Ireland).
  • Mailgun Technologies, LLC - Email delivery services for individual emails and bulk email campaigns initiated from Intercom's services. For EDH, Intercom relies on separate Mailgun EU email infrastructure (Belgium); however once an email is sent, it is considered data in transit over the (global) Internet and may be processed by email processing servers hosted globally.
  • Message Systems, Inc. (d/b/a Sparkpost) Email delivery services for individual emails and bulk email campaigns initiated from Intercom's services. For EDH, Intercom relies on separate Sparkpost EU email infrastructure; however once an email is sent, it is considered data in transit over the (global) Internet and may be processed by email processing servers hosted globally.
  • Twilio, Inc. SMS and Phone functionality (USA) - ONLY applicable if Customers elect to use SMS as part of a feature where a bot can collect phone numbers from leads and/or Phone services where Customer makes and receives phone calls, video calls and screen share from Intercom’s Services. If Customers do not elect to use SMS and/or Phone, Twilio, Inc. will not be leveraged to deliver any part of the Services to them.
  • Cloudflare, Inc. - Transport Layer Security (“TLS”) protection for customers using a custom domain to host their Intercom Articles (Ireland).
  • Microsoft Corporation - AI processing (EU).
  • PlanetScale Inc. - Database storage and caching (Ireland).
  • Google - AI processing (EU).

Australia Data Hosting

For customers participating in Australian data hosting (AWS hosting is in Sydney, Australia - AWS region ap-southeast-2), the following subprocessors apply.

  • Amazon Web Services (AWS) - Hosting, storage and processing (including AI processing) of Customer Data (Australia, except as set forth below).
    • AI processing via models hosted on AWS Bedrock services occurs in the USA.
  • Snowflake Inc. - Data warehouse services and processing (including AI processing) (Australia).
  • Message Systems, Inc. (d/b/a Sparkpost) (USA) - Email delivery services for individual emails and bulk email campaigns initiated from Intercom's services. Once an email is sent, it is considered data in transit over the (global) Internet and may be processed by email processing servers hosted globally.
  • Twilio, Inc. (USA) - ONLY applicable if Customers elect to use SMS as part of a feature where a bot can collect phone numbers from leads and/or Phone services where Customer makes and receives phone calls, video calls and screen share from Intercom’s Services. If Customers do not elect to use SMS and/or Phone, Twilio, Inc. will not be leveraged to deliver any part of the Services to them.
  • Cloudflare, Inc. - Transport Layer Security (“TLS”) protection for customers using a custom domain to host their Intercom Articles (Australia).
  • OpenAI, L.L.C. (USA) - AI processing.
  • Anthropic, PBC (USA) - AI processing.
  • PlanetScale Inc. - Database storage and caching (Australia).
  • Google (USA) - AI processing.

Intercom Affiliate Subprocessors

The following entities are Intercom Affiliates which may function as sub-processors in providing the services and/or for support.

  • Intercom, Inc. (USA)
  • Intercom R&D Unlimited Company (Ireland)
  • Intercom Software Australia Pty Ltd (Australia)
  • Intercom Software UK Limited (UK)