Kustomer

kustomer.com

Kustomer declares 15 subprocessors in its subprocessor list, which we last checked on Nov 11, 2026 (evidence). They include Amazon Web Services, Google Cloud and OpenAI. No published changes since we first read it on Sep 22, 2026. 2 tracked vendors name Kustomer as a subprocessor, including Kryterion and Snappy Gifts.

Subprocessors CSV · Atom DORA draft CSV what's this? · 

15 third parties.

NamePurposeLocationListed since
Amazon Web Services AI
Cloud Hosting Provider for Kustomer Application, SES, and AI Services including Amazon Bedrock, which serves as the AI model inference and data processing layer for Kustomer AI features; Cloud hosting and AI model processing locations are determined at time of customer onboarding
United States, Ireland, India
Anthropic AIClaude Desktop and CLI usage; EngineeringUnited States
ClickHouse, Inc. Cloud database provider used for high-speed analytical data processing and log storage.; Reporting and AnalyticsUnited States
Coralogix Cloud monitoring; Infrastructure MonitoringUnited States, Ireland, India
Deepgram AI
Deepgram is an AI company specializing in voice AI, offering speech-to-text, text-to-speech, and language understanding capabilities through APIs. Their platform is designed for developers building voice AI applications, providing tools for transcription, analysis, and interaction with audio and video content.; Voice Transcription
United States
Elastic Cloud Limited to certain customers; Location depends on Kustomer App Region Selected at Onboarding; Search FunctionalityUnited States or Ireland
Google Cloud services to support GMail Channel integration.; EMail APIUnited States
MongoDB Atlas Database; Database Hosting Location is decided upon at time of onboardingUnited States, Ireland, India
OpenAI AIAI Features; AI Features in the Kustomer AppUnited States
Pendo
Data analytics; Pendo is a Software Experience Management (SXM) platform that helps companies understand and improve how users interact with their software. It provides product analytics, in-app guidance, and feedback collection tools to help teams optimize user experiences, drive adoption, and increase customer satisfaction. Essentially, Pendo helps make software better by providing insights into user behavior and enabling teams to guide users through applications.
United States
Postmark Email Channel; For the EMail Channel Integration + transactional emailsUnited States
Pubnub
PubNub is a real-time messaging and data streaming platform that enables developers to build and scale real-time applications. It provides a set of APIs and infrastructure for building applications that require low-latency communication, such as chat applications, online gaming, IoT (Internet of Things) device communication, live dashboards, and more.; Supports Chat Functionality
United States
Sentry Application Performance Monitoring & Error Tracking; Cloud monitoringUnited States
Snowflake Data Warehouse (only applicable to clients with Snowflake SKU); Data storage and processingUnited States, Ireland
Twilio Covers our Native Voice functionality and also limited to customers that use the SMS channel; Native Voice + SMS ChannelUnited States

Web TechnologiesCSV · Atom

Kustomer's homepage made 121 requests to 10 domains, and 7 services controlled by another company.

Analytics (2): Crazy Egg, Google CloudMarketing automation (2): HubSpot; usually detected as Marketing automation: AdobeCookie compliance (1): CookieYesOther (2): usually detected as CMS: Sanity; Widgets: DeBounce

7 third parties by category: Analytics 2Marketing automation 2Cookie compliance 1Other 2

Third parties 7 · 52 requests
Adobe typekit.net 26% of the page's requests 32
CookieYes CookieYes 8% of the page's requests 10
Crazy Egg Crazy Egg 3% of the page's requests 4
Google Cloudsubprocessor Google Analytics Google Tag Manager 2% of the page's requests 3
DeBounce DeBounce <1% of the page's requests 1
HubSpot HubSpot <1% of the page's requests 1
Sanity sanity.io <1% of the page's requests 1
First party 1 · 69 requests
Kustomer Adobe Fonts HSTS Next.js 16.3.6 Next.js App Router Open Graph Priority Hints React Turbopack Typekit Vercel Vercel Analytics Vercel Speed Insights 2.0.0 Webpack 57% of the page's requests 69

4 tracked companies loaded by the homepage are not in Kustomer's subprocessor list. A website can use a service without it processing customer data.

Subprocessor of (2)CSV · Atom

2 companies
  • Kryterion kryterion.com
  • Snappy Gifts snappy.com A customer service platform that helps the Snappy team manage and respond to customer inquiries.; Customer support

ComplianceCSV · Atom

Certified
Says it complies with

Certifications as Kustomer's trust center lists them; reports are usually shared on request (evidence)

Service statusCSV · Atom

Aug 15: no incident reportedAug 16: no incident reportedAug 17: no incident reportedAug 18: no incident reportedAug 19: no incident reportedAug 20: no incident reportedAug 21: no incident reportedAug 22: no incident reportedAug 23: no incident reportedAug 24: no incident reportedAug 25: 1 incident (1 minor)Aug 26: no incident reportedAug 27: no incident reportedAug 28: no incident reportedAug 29: no incident reportedAug 30: no incident reportedAug 31: no incident reportedSep 1: no incident reportedSep 2: no incident reportedSep 3: no incident reportedSep 4: no incident reportedSep 5: no incident reportedSep 6: no incident reportedSep 7: no incident reportedSep 8: 1 incident (1 minor)Sep 9: 1 incident (1 minor)Sep 10: no incident reportedSep 11: no incident reportedSep 12: no incident reportedSep 13: no incident reportedSep 14: no incident reportedSep 15: no incident reportedSep 16: no incident reportedSep 17: no incident reportedSep 18: no incident reportedSep 19: no incident reportedSep 20: no incident reportedSep 21: no incident reportedSep 22: no incident reportedSep 23: no incident reportedSep 24: no incident reportedSep 25: no incident reportedSep 26: no incident reportedSep 27: no incident reportedSep 28: no incident reportedSep 29: no incident reportedSep 30: no incident reportedOct 1: no incident reportedOct 2: no incident reportedOct 3: no incident reportedOct 4: no incident reportedOct 5: no incident reportedOct 6: no incident reportedOct 7: no incident reportedOct 8: no incident reportedOct 9: no incident reportedOct 10: no incident reportedOct 11: no incident reportedOct 12: no incident reportedOct 13: no incident reportedOct 14: no incident reportedOct 15: no incident reportedOct 16: no incident reportedOct 17: no incident reportedOct 18: no incident reportedOct 19: no incident reportedOct 20: no incident reportedOct 21: no incident reportedOct 22: no incident reportedOct 23: no incident reportedOct 24: no incident reportedOct 25: no incident reportedOct 26: no incident reportedOct 27: no incident reportedOct 28: no incident reportedOct 29: no incident reportedOct 30: no incident reportedOct 31: no incident reportedNov 1: no incident reportedNov 2: no incident reportedNov 3: 1 incident (1 minor)Nov 4: no incident reportedNov 5: no incident reportedNov 6: no incident reportedNov 7: no incident reportedNov 8: no incident reportedNov 9: no incident reportedNov 10: no incident reportedNov 11: 1 incident (1 no impact stated)Nov 12: no incident reported

90 days agotoday

  • 5 incidents in 90 days
  • 0 major or critical
  • 26 min typical time to resolve
BeganIncidentImpactLasted
[Email] Unable to Send Outbound Emails – ALL PRODsno impact stated—
Workflows delays in processing PROD2minor1 h 9 min
[Kustomer Voice] Unable to Dial Outbound Calls - All PRODSminor26 min
kustomer.help Default Domain – Visibility Issue – ALL PRODsminor16 min
Reported Third Party Event - [PubNub]minor25 min
Issues with Text Editor with typing, pasting, & adding shortcuts PROD1, PROD2, and PROD4minor1 h 31 min
Platform Events Service Disruption (PROD1)minor3 h 21 min
MessageBird - unable to send outbound replies PROD 1minor1 h 6 min

Incidents per month

0 2 4 Dec 2025: 2 incidents (2 no impact stated) · typical time to resolve 2 h 5 min Jan 2026: 2 incidents (2 minor) · typical time to resolve 27 h 54 min Feb 2026: 2 incidents (2 minor) · typical time to resolve 2 h 56 min Mar 2026: 1 incident (1 minor) · typical time to resolve 3 h 15 min Apr 2026: 2 incidents (2 minor) · typical time to resolve 1 h 44 min May 2026: 3 incidents (3 minor) · typical time to resolve 59 min Jun 2026: 4 incidents (4 minor) · typical time to resolve 1 h 18 min Jul 2026: 2 incidents (2 minor) · typical time to resolve 3 h 21 min Aug 2026: 1 incident (1 minor) · typical time to resolve 25 min Sep 2026: 2 incidents (2 minor) · typical time to resolve 26 min Oct 2026: 0 incidents Nov 2026: 2 incidents (1 minor, 1 no impact stated) · typical time to resolve 1 h 9 min Dec 2025Jan 2026Feb Mar Apr May Jun Jul Aug Sep Oct Nov

critical major minor no impact stated

Components affected

ComponentIncidents
CSAT1
Channel - Chat1
Knowledge base1
Kustomer Voice1
Notifications1
PubNub1
Tracking1
Web Client1

As Kustomer's status page reports its own incidents (scheduled maintenance left out), read every few hours since (evidence)

Incidents reported by Kustomer's subprocessorsCSV · Atom

286 reported incidents in the last 30 days, by 13 of the vendors Kustomer lists as subprocessors.

A subprocessor list names a company, not the service an incident touched. This does not show that Kustomer was involved.

DateCompanyIncidentImpactLasted
SnowflakeINC20000347 minor32 min
TwilioMMS Delivery Failures from Twilio to GCI United States minor3 min
TwilioSMS Delivery Failures from Twilio 10DLC to AT&T United States minor4 h 3 min
TwilioSMS Delivery Failures from Twilio to Orange Sierra Leone minorongoing
TwilioSMS Delivery Failures From Long Code Numbers to AT&T in the US minor1 h 19 min
TwilioSMS Delivery Delays from Twilio to MTS Kazakhstan minorongoing
TwilioSMS Delivery Failures from a Subset of Twilio Phone Numbers to Tcell Tajikistan minorongoing
OpenAIUnable to start new Workspace Agent runs criticalongoing
TwilioMMS Delivery Delays from a Subset of Twilio Long Codes to Multiple Small Networks in United States minorongoing
TwilioSMS Delivery Failures from a Subset of Twilio Phone Numbers to K-Cell Kazakhstan minor7 h 23 min
OpenAIElevated errors affecting logins, sign-ups, and ChatGPT features minor8 min
CoralogixUS2 Region pull integrations no impact stated—
SentryUS issues feed throwing intermittent errors minor51 min
TwilioVoice Call Failures in JP1 minor3 h 51 min
ClickHouseProvisioning and scaling operations may take longer in AWS ap-northeast-1 Tokyo minor7 h 38 min
TwilioSMS Delivery Failures from Twilio to Turkcell Turkey minor3 h 54 min
SentryAccount emails not being delivered major42 min
TwilioRetroactive Incident Impacting Twilio Usage APIs no impact stated1 min
AnthropicElevated errors on Fable 52 and Mythos 52 no impact stated1 min
TwilioIssue resolved minor1 h 43 min
SentryEU region replay ingestion latency minor48 min
CoralogixLog threshold alerts not evaluating on EU2 region no impact stated10 min
TwilioSMS Delivery Receipt Delays from Twilio Phone Numbers to Movistar Venezuela minor3 h 26 min
TwilioGateway API (Lookup API) Failure Increase on Verizon in United States minor10 h 23 min
OpenAIIncorrect cost data in Costs API exports no impact stated2 h 20 min

And 261 more. All of them: CSV · Who is around them.

ChangesCSV · Atom

See the list as we read it on any date: Time machine

None since tracking began.

Rating badge for Kustomer's site

Kustomer transparency rating

It updates with the rating.

<a href="https://thirdpartyindex.com/vendors/kustomer"><img src="https://thirdpartyindex.com/badge/kustomer.svg" alt="Kustomer transparency rating on Third Party Index" height="20"></a>
[![Kustomer transparency rating on Third Party Index](https://thirdpartyindex.com/badge/kustomer.svg)](https://thirdpartyindex.com/vendors/kustomer)