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Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Medallia’s Subprocessors
To support delivery of software and professional services, Medallia, Inc. (or one of our Medallia
Subsidiaries used for Tech Support and Infrastructure) may use data processors with access to certain
customer data (each, a "Subprocessor"). This page provides important information about the identity,
location and role of each Subprocessor. Terms used on this page but not defined have the meaning set
forth in the master agreement or the superseding written agreement between the parties (the
"Agreement").
The Subprocessors we engage with may change. To receive updates to this list, please sign up here. If
you do not wish to receive automatic updates via email, please check this page frequently for updates.
Technology Providers
The Subprocessors listed provide technology for each of the Medallia products indicated. If
Customer does not purchase a product listed, then those subprocessors shall not apply.
Medallia Experience Cloud Core Platform
Data is hosted in Medallia co-location data centers.
The following are optional for specific implementations.
Subprocessor Name Processing Processing Description
Location
Google LLC (Optional) USA Translates feedback text, if enabled.
Twilio Inc. (Optional) USA Provides SMS routing and delivery services for SMS
Message-Based surveys, if enabled.
Engage Hub Ltd. UK Provides SMS routing and delivery services for SMS
(Optional) Message-Based surveys, if enabled
Oracle Inc. (Optional) Regional Regional hosting in certain locations.
Intercom R&D Unlimited Ireland Used for live chat support in Premier and Signature
Company Success Plans, if purchased by the Customer.
Amazon Web Services, USA LLM hosting and data processing for Medallia Generative
Inc. (Optional) EU AI Features, if included in subscription purchased by the
Canada Customer.
Australia
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Medallia Digital
Data is hosted in Medallia co-location data centers.
The following are optional for specific implementations.
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA Hosts platform data.
Inc. (Optional)
Usersnap GmbH Austria Screen capture functionality, if enabled.
(Optional)
Oracle Inc. (Optional) Regional Regional hosting in certain locations.
Strikedeck
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA, EU, or Hosts platform data.
Inc. UK
(Customer’s
choice)
Medallia CX Journeys
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA Renders front-end html and reports.
Inc.
Google LLC USA Data storage and processing.
Twilio Inc. USA Sendgrid service used for platform generated emails.
Redis Labs Ltd. USA Redis for Caching service maintains state for cookies.
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Medallia Ideas (formerly Crowdicity)
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA, EU or Hosts platform data.
Inc. UK
Archives security logs for security incident monitoring and
(Customer’s detection.
choice)
Twilio Inc. USA Sendgrid service used for platform generated emails.
Google LLC USA Google Analytics is used to gather information about
product use.
Cloudinary Ltd. USA Storage for user uploads.
Medallia Concierge (formerly Zingle)
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA Data storage and processing.
Inc.
Google LLC USA Data storage and processing for MMS message
attachments.
Twilio, Inc. or Bandwidth USA and Provides SMS routing and delivery services. Customer and
Inc. Canada Medallia shall mutually agree on the provider(s) of choice.
Zendesk Inc. (Optional) USA Provides mobile SDK message routing and delivery
services.
Postmark (Wildbit, LLC) USA Provides email routing and delivery services.
Rollbar, Inc. USA Manages system logs for diagnosis and resolution of
technical issues.
Mode Analytics, Inc. USA Provides in-product analytics.
Segment.io, Inc. USA Tracks Concierge product usage.
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Medallia Video (formerly LivingLens)
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA, Hosts platform data.
Inc. Canada,
Ireland, or
Australia
(Customer’s
choice)
Elasticsearch AS USA Search and analytics.
Google LLC USA Software-based object recognition.
International Business USA Watson natural language processing for sentiment
Machines Corporation analysis.
(IBM Corp.)
Microsoft Corporation USA Hosting for reporting application, software-based machine
translation and facial blurring.
Affectiva, Inc. USA Software-based recognition of facial emotions.
Cantab Research Limited UK Software-based speech recognition (speech-to-text).
(Speechmatics)
Participatory Culture USA Human transcription and translation services.
Foundation (Amara)
Rev.com Inc. USA Human transcription services.
Oracle Inc. Regional Hosting of platform data.
Sense360
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA Hosts platform data.
Inc.
Medallia Speech / Voci
Subprocessor Name Processing Processing Description
Location
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Amazon Web Services, USA Hosts platform data (Govcloud only).
Inc.
Amazon Transcribe USA, UK, Transcription for additional languages.
(Optional) Germany,
Singapore
Way With Words Limited UK, South Transcription for Custom Model Tuning.
Africa
Summa Linguae EU Transcription for Custom Model Tuning.
Technologies S.A.
Xelex Inc. USA Transcription for Custom Model Tuning.
Agent Connect (formerly Stella Connect)
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA Hosts platform data.
Inc.
Rocket Science Group USA Email service provider
LLC d/b/a Mailchimp
Cloudinary Ltd. USA User image provider
Intercom R&D EU Application Connector for Support
Unlimited Company
Localize Corporation USA Translation provider
Digital Experience Analytics (DXA) (formerly Decibel)
Subprocessor Name Processing Processing Description
Location
Oracle Inc. Regional Hosting of platform data.
Amazon Web Services, USA and EU Data processing activities.
Inc.
Intercom R&D Unlimited Ireland Used for live chat support in Premier and Signature
Company Success Plans for DXA, if purchased by the Customer
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Agile Research (formerly Checkmarket)
Subprocessor Name Processing Processing Description
Location
Amazon Web Services, USA, EU, Hosts platform data.
Inc. Canada,
Singapore
(Customer’s
choice)
MessageBird B.V. Netherlands Message Gateway (only SMS telephone and text
(Optional) messages).
Medallia Experience Orchestration (MXO) (formerly Thunderhead)
Subprocessor Name Processing Processing Description
Location
Atlassian Pty Ltd. USA, Support issue tracking tool and service status monitoring.
Germany,
Ireland,
Singapore,
and Australia
Joincube, Inc. (aka. USA In-app notifications in MXO.
“Beamer”)
Microsoft Azure USA, MXO operates its Services from Microsoft Azure. Data
Europe, stored in Azure is held within MXO’s Azure subscriptions
Australia across multiple geographic regions.
Twilio Inc. USA Sendgrid service used for platform generated emails.
Mindful Callback
Subprocessor Name Processing Processing Description
Location
Amazon Web Service USA Hosts platform data:
Telephone numbers, Callback requests, meta data sent
with telephone calls.
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Twilio Inc. USA Twilio operates a collection of DNS-addressable network
edges around the world, called Edge Locations. Edge
Locations allow Mindful to control the geographic location
where our application’s network traffic enters and exits
Twilio’s platform
Telephone numbers, Callback requests, meta data sent
with telephone calls.
Aerialink Inc. USA Aerialink provides mobile connection services through
SMS (Short Message Service) functionality.
Google LLC (Looker USA Modeled, anonymized application data for business
Studio) intelligence and reporting.
Snowflake Inc. USA Callbacks, messages, platform data for business
intelligence and reporting.
Cyclr Systems Limited UK Integration Platform as a Service.
Enables data to flow between Mindful and other client
platforms.
Datadog Inc. USA Application logging and observability.
Okta Inc USA Identity and access management (for Mindful Gov
instance only).
Pendo io, Inc. USA Mindful application usage and in-app messaging.
Mindful Feedback
Subprocessor Name Processing Processing Description
Location
Amazon Web Service USA Hosts platform data:
Telephone numbers, Email addresses, Survey invitations,
survey responses.
Amazon Comprehend US, Canada, Sentiment analysis
EU, Australia
Twilio Inc. USA Twilio operates a collection of DNS-addressable network
edges around the world, called Edge Locations. Edge
Locations allow Mindful to control the geographic location
where our application’s network traffic enters and exits
Twilio’s platform.
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Telephone numbers, Survey invitations (via SMS), survey
responses (via SMS and telephone calls), meta data sent
with telephone calls.
Google LLC (Looker USA Modeled, anonymized application data for business
Studio) intelligence and reporting.
Google Inc (Google Cloud) USA Voice to text transcription of survey responses.
Snowflake Inc. USA Survey invitations, survey responses, messages, platform
data for business intelligence and reporting.
Cyclr Systems Limited UK Integration Platform as a Service.
Enables data to flow between Mindful and other client
platforms.
Datadog Inc. USA Application logging and observability.
Pendo io, Inc. USA Mindful application usage and in-app messaging.
Medallia Subsidiaries used for Tech Support and Infrastructure
Medallia employees at its subsidiaries may access Customer Data to provide technical support, cloud
operations, product troubleshooting, and infrastructure maintenance.
USA, Canada, Mexico, UK, Czech, Israel, Belgium, Spain, Argentina, Singapore, Australia, India,
Philippines, Netherlands, New Zealand.
Basic Technical Support Subprocessors
The Subprocessors listed provide basic technical support & troubleshooting for Medallia products, and
may have limited temporary access to personal data if required to resolve a support item.
Subprocessor Name Processing Processing Description
Location
Effective Teleservices Pvt India Implementation, servicing and technical support.
Ltd (Parent Company
Etech Global Services,
LLC)
Infinit-O Philippines, Inc. Philippines Technical support.
(Parent Company
Infinit-O Global Limited)
Materials contained in this document are the confidential property of Medallia, Inc. and its affiliated companies.
Optional Servicing Partners
The following are optional servicing partners which are available if requested by a customer in specific
regions/locations.
Subprocessor Name Processing Processing Description
Location
Excers Inc. USA Implementation and servicing.
Accenture International Ireland Implementation and servicing.
Ltd.
SM Technologies Limited Brazil Implementation and servicing.
Omega3c S.r.l. Italy Implementation and servicing.