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Data Handling Supplement Download PDF Current as of: Apr 8, 2025 To subscribe to updates to this Data Handling Supplement, visit this link. Overview LogicMonitor is committed to transparency regarding the subprocessors, service centers, and business operations that support our platform. This Data Handling Supplement provides customers with: A comprehensive list of subprocessors engaged by LogicMonitor. Information about LogicMonitor Business Operations and regional service locations. Details on Service Centers where customers’ data is processed and stored. A commitment to security, compliance, and customer privacy rights. For additional details regarding our privacy commitments, please refer to our Data Processing Addendum (DPA). Table 1 – LogicMonitor Business Operations LogicMonitor’s business operations are conducted from the following locations, listed in Table 1 – LogicMonitor Business Operations, below. These locations do not serve as subprocessors but are responsible for software development, customer support, professional services, and product operations as part of LogicMonitor’s internal structure. Entity Software Development Product Operations Customer Support Americas Customer Support EMEA or Global 24×7 Customer Support APAC or Global 24×7 Professional Services Location LogicMonitor Inc. Santa Barbara, CA; Austin, TX; Boston, MA; New York City, NY (USA) LogicMonitor UK Limited (EMEA Support or Global 24×7) London, UK LogicMonitor Australia Pty. Ltd. (APAC Support or Global 24×7) Sydney, AU LogicMonitor Asia Pacific Pty. Ltd. (APAC Support or Global 24×7) Singapore LogicMonitor India LLP (APAC Support or Global 24×7) Pune, IN Unomaly1 AB Stockholm, SE Service is performed in this region. Service is not performed in this region. These locations are part of LogicMonitor’s internal business structure and do not impact the subprocessor relationships listed below Subprocessors LogicMonitor engages third-party service providers (subprocessors) to support the operation of our platform. These subprocessors undergo rigorous security and privacy assessments and comply with industry standards such as SOC 2, ISO 27001, and PCI-DSS. Certain subprocessors operate within a specific cloud platform such as AWS or Azure, depending on the service provided. Table 2 – LogicMonitor Envision Platform – SubprocessorsThe following subprocessors support the LogicMonitor Envision Platform. Subprocessor Purpose Headquarters Certifications Security / Compliance Website Vendor’s Trust Center Authy (Twilio Authy) Two-Factor Authentication (2FA) USA (San Francisco, CA) Inherits Twilio’s certifications (SOC 2 Type II, ISO 27001, PCI DSS) Website Vendor’s Trust Center AWS (Amazon Web Services) Cloud Infrastructure & Hosting USA (Seattle, WA) SOC 2, ISO 27001, GDPR Compliant Website Vendor’s Trust Center Gainsight Customer Success Platform USA (Redwood City, CA) SOC 2 Type II, ISO 27001 Website Vendor’s Trust Center Gong Quality assurance, and extended issue support. USA (San Francisco, CA) SOC 2 Type II, ISO 27001, ISO 27017, ISO 27018, ISO 27701, PCI DSS, STAR Level One, DPF Framework Website Vendor’s Trust Center Google Cloud Platform (GCP) Cloud Monitoring & Data Analytics USA (Mountain View, CA) SOC 2, ISO 27001, GDPR Compliant Website Vendor’s Trust Center Google Workspace Word processing, data storage, USA (Mountain View, CA) ISO 27001, ISO 27017, ISO 27018, SOC 2, FedRAMP Website Vendor’s Trust Center Microsoft Azure Cloud Infrastructure & Security USA (Redmond, WA) SOC 2, ISO 27001, PCI-DSS Website Vendor’s Trust Center OpenAI AI / Large Language Model Services USA (San Francisco, CA) SOC 2 Type II, CSA STAR Level 1 Website Vendor’s Trust Center Pendo Product Analytics & In-App Guidance USA (Raleigh, NC) SOC 2 Type II Website Vendor’s Trust Center Salesforce Customer Relationship Management (CRM) USA (San Francisco, CA) SOC 2 Type II, ISO 27001, PCI DSS, others (e.g., HIPAA for certain offerings) Website Vendor’s Trust Center Salesforce Service Cloud Customer Service & Support Platform USA (San Francisco, CA) Inherits Salesforce’s certifications (SOC 2 Type II, ISO 27001, PCI DSS) Website Vendor’s Trust Center Securonix Security Analytics / SIEM USA (Addison, TX) SOC 2 Type II, ISO 27001, HiTrust Website Reports available upon request Sentry.io Application monitoring and error tracking platform USA (San Francisco, CA) SOC 2 Type I and Type II, ISO 27001 certification, and HIPAA attestation Website Vendor’s Trust Center ServiceNow IT Service Management (ITSM) USA (Santa Clara, CA) SOC 1/2 Type II, ISO 27001, PCI DSS, FedRAMP (various levels) Website Vendor’s Trust Center Snowflake Data Warehousing & Analytics USA (Bozeman, MT) SOC 2, ISO 27001, HIPAA Website Vendor’s Trust Center Stripe Payment Processing USA (San Francisco, CA) PCI-DSS, SOC 2 Type II Website Vendor’s Trust Center Twilio SMS & Communication Services USA (San Francisco, CA) SOC 2, ISO 27001, GDPR Website Vendor’s Trust Center Table 3 – Edwin AI – SubprocessorsThe following subprocessors support Edwin AI, LogicMonitor’s artificial intelligence and machine learning platform. Certain Edwin AI services primarily run on AWS infrastructure, while other features operate on Microsoft Azure for enhanced AI capabilities. Subprocessor Purpose Headquarters Certifications More Info OpenAI AI Model Processing & NLP Services USA SOC 2, ISO 27001, GDPR Compliant Website AWS (Amazon Web Services) Cloud AI Compute & Model Hosting USA SOC 2, ISO 27001, GDPR Compliant Website Microsoft Azure AI Compute & Model Hosting USA SOC 2, ISO 27001, PCI-DSS Website Langfuse AI Model Tracing Observability & Audit Germany SOC 2, ISO 27001, GDPR Compliant Website Cloud Service Centers Table 4 – Amazon Web Services (AWS)LogicMonitor operates its service platform out of multiple Service Centers across the globe, ensuring high availability, performance, and compliance with regional data residency requirements. Service Center Location(s) Data Residency US / West (AWS) Boardman, OR United States US / East (AWS) Ashburn, VA United States EMEA / West (AWS) London, England United Kingdom EU / West (AWS) Dublin, IE Ireland APAC / South East (AWS) Sydney, Australia Australia EMEA / West (Legacy AWS) * Slough, UK United Kingdom Singapore (AWS) Singapore Singapore Germany (AWS) Frankfurt, Germany Germany New Subprocessor Notification Process Customers with an active Data Processing Addendum (DPA) will receive advance notice of any new subprocessors. Notification: LogicMonitor will notify customers via email or an official platform update prior to engaging a new subprocessor. Objection Rights: Customers may object within the timeframe specified in the DPA by contacting [email protected]. Resolution Process: If an objection is raised, LogicMonitor will work in good faith to resolve concerns. If a resolution cannot be reached, customers may have the right to terminate the affected service. For more details on our subprocessor policies, including data protection commitments and customer rights, refer to our Data Processing Addendum (DPA) or contact our privacy team at subprocessors@logicmonitor.com. Use of Generative AI for Support Services LogicMonitor may use generative AI technologies to enhance customer support services, particularly for Premier Support customers requesting health reporting and troubleshooting assistance. These AI tools are used exclusively for reviewing customer-provided information to generate insights, recommendations, or summaries that improve the support experience. Our Commitments No AI Model Training – Customer-provided data is never used to train any AI model. No Selling or Sharing of Data – Customer data is not sold and is not shared with any third party except subprocessors contractually bound to process the data strictly for support purposes. Strict Confidentiality & Security – Data processed through generative AI remains subject to LogicMonitor’s strict confidentiality obligations and security measures. Global Data Protection & Compliance – Personal data processed through AI-assisted support is governed by our Data Processing Addendum (DPA) and complies with: General Data Protection Regulation (GDPR) California Consumer Privacy Act (CCPA) / California Privacy Rights Act (CPRA) Other applicable global privacy laws. For further details on how LogicMonitor processes and protects customer data, please refer to our Data Processing Addendum (DPA). LogicMonitor Trust Center – Security & Compliance LogicMonitor requires all subprocessors to adhere to strict security and privacy standards, including: Compliance with Industry Standards – Subprocessors must maintain recognized security certifications such as SOC 2, ISO 27001, and PCI-DSS. Contractual Data Protection Obligations – Subprocessors are legally required to uphold confidentiality, data protection, and security. Regular Audits & Assessments – We continuously evaluate subprocessors to ensure compliance with data privacy and security best practices. For a detailed overview of our security practices, visit the LogicMonitor Trust Center.