LiveAgent subprocessors

Last updated: October 2nd 2023

Quality Unit, s. r. o. provides its Service (referred to here as “LiveAgent”) to You through its website located at *.ladesk.com (URL of your account).

Quality Unit, s. r. o. uses certain subprocessors to assist it in providing the LiveAgent Service.

What is a subprocessor:

A subprocessor is a third party data processor engaged by LiveAgent, who has or potentially will have access to or process Service Data (which may contain Personal Data). LiveAgent uses various types of sub-processors to perform different functions as explained in the tables below.

Due diligence:

LiveAgent undertakes to use a commercially reasonable selection process by which it evaluates the security, privacy and confidentiality practices of proposed subprocessors that will or may have access to or process Service Data.

Contractual safeguards:

LiveAgent requires its subprocessors to satisfy equivalent obligations as those required from LiveAgent (as a Data Processor) as set forth in LiveAgent’s Data Processing Agreement (“DPA”), including but not limited to the requirements to:

– process Personal Data in accordance with data controller’s (i.e. Subscriber’s) documented instructions (as communicated in writing to the relevant subprocessor by LiveAgent);

– in connection with their subprocessing activities, use only personnel who are reliable and subject to a contractually binding obligation to observe data privacy and security, to the extent applicable, pursuant to applicable data protection laws;

– provide regular training in security and data protection to personnel to whom they grant access to Personal Data;

– implement and maintain appropriate technical and organizational measures;

– promptly inform LiveAgent about any actual or potential security breach; and cooperate with LiveAgent in order to deal with requests from data controllers, data subjects or data protection authorities, as applicable.

This policy does not give Customers any additional rights or remedies and should not be construed as a binding agreement. The information herein is only provided to illustrate LiveAgent’s engagement process for subprocessors as well as to provide the actual list of third party subprocessors as of the date of this policy (which LiveAgent may use in the delivery and support of its Services).

If you are a LiveAgent customer and wish to enter into our DPA, please email us at andrej@liveagent.com.

Infrastructure subprocessors

LiveAgent owns or controls access to the infrastructure that LiveAgent uses to host Service Data submitted to the Services, other than as set forth below. Currently, the LiveAgent production systems for the Services are located in co-location facilities in the United States and Europe.

Customer accounts are established in one of these regions based on where the Customer is located; the Customer’s Service Data subsequently remains in that region unless agreed between Customer and LiveAgent, but may be shifted among data centers within a region to ensure performance and availability of the Services. The following table describes the countries and legal entities engaged in the storage of Service Data by LiveAgent.

Servers	Linode, LLC (EU Location) LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.
Servers	Linode, LLC (UK Location) LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.
Servers	Linode, LLC (US Location) LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.
Servers	Linode, LLC (SG Location) LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.
Servers	Amazon Web Services, LLC (EU Customers) – Ireland LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.
Servers	Amazon Web Services, LLC (US Customers) – N. California LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.
Servers	Amazon Web Services, LLC (APAC Customers) – Singapore LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.
Servers	Websupport, s.r.o. (EU Customers) LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Data center facilities are powered by redundant power, each with UPS and backup generators.

Other subprocessors

LiveAgent uses certain service specific Subprocessors to provide its Service. In order to provide relevant functionality, these subprocessors may access Service Data.

Service	Quality Unit, LLC Quality Unit, LLC is a Quality Unit member entity. Quality Unit, LLC functions as a subprocessor to provide the LiveAgent Service.
Service	Quality Unit Ukraine Quality Unit Ukraine functions as a subcontractor to provide the LiveAgent Service.
Service	Twilio, Inc. LiveAgent uses Twillio as their VoIP provider.
Service	Intuit Quality Unit uses MailChimp to provide ticketing and e-mailing functionality.
Service	OpenAI Quality Unit uses OpenAI to improve the customer service responses and functionality.

Subcontractors

To ensure 24/7 customer service availability, LiveAgent works with subcontractors, who may access Service Data. All subcontractors have contracts in place and must follow security guidelines one of which is accessing such data only with prior consent of the Customer.