Terms & Policies

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. The below is for Intercom’s default offering, where hosting occurs in the United States. For regional hosting services that customers may have elected to use, scroll further down the page. This list may be updated by Intercom from time to time.

• Amazon Web Services, Inc. - Hosting, storage and processing Customer Data (USA).
• Snowflake Inc. - Data warehouse services (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. - Provides Transport Layer Security (“TLS”) protection for customers using a custom domain to host their Intercom Articles (USA).
• OpenAI, L.L.C. - Provides large language model processing via APIs for customers using Intercom’s AI Products (USA).
• PlanetScale Inc. - database storage and caching (USA).
• Anthropic, PBC - Provides large language model processing via APIs for customers using Intercom’s AI Products (USA).

Regional data hosting subprocessor lists

EU Data Hosting

For customers participating in EU data hosting (hosting is in Dublin, Ireland - AWS eu-west-1.), the following subprocessors apply. This list may be updated by Intercom from time to time:

• Amazon Web Services (AWS) - Hosting, storage and processing Customer Data (Ireland).
• Snowflake Inc. - Data warehouse services (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. Mailgun does not store the data, they only process it for sending.
• Message Systems, Inc. (d/b/a Sparkpost) Message deliverability. Intercom uses Sparkpost to process email sent from Intercom. 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. Sparkpost does not store the data, they only process it for sending.
• 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. - Provides Transport Layer Security (“TLS”) protection for customers using a custom domain to host their Intercom Articles (Ireland).
• Microsoft Corporation (EU) - ONLY applicable if Customers elect to use Intercom’s AI Products. Provides EU hosted AI Products by utilizing Azure OpenAI Service. If Customers do not elect to use Intercom's AI Products, Microsoft Corporation will not be leveraged to deliver any part of the Services to them.
• PlanetScale Inc. - database storage and caching (Ireland).

Australia Data Hosting

For customers participating in Australian data hosting (hosting is in Sydney, Australia), the following subprocessors apply. This list may be updated by Intercom from time to time:

• Amazon Web Services (AWS) - Hosting, storage and processing Customer Data (Australia).
• Snowflake Inc. - Data warehouse services (Australia).
• Message Systems, Inc. (d/b/a Sparkpost) Message deliverability (USA) - Intercom uses Sparkpost to process email sent from Intercom. 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. Sparkpost does not store the data, they only process it for sending.
• 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. - Australia - Provides Transport Layer Security (“TLS”) protection for customers using a custom domain to host their Intercom Articles (Australia).
• OpenAI, L.L.C. (USA) - ONLY applicable if Customers elect to use Intercom’s AI Products. If Customers do not elect to use Intercom's AI Products, OpenAI, L.L.C. will not be leveraged to deliver any part of the Services to them.
• Anthropic, PBC - Provides large language model processing via APIs for customers using Intercom’s AI Products (USA).
• PlanetScale Inc. - database storage and caching (Australia).

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)