Legal
Sub-processors
Last updated November 2026
These are the companies that process personal data on our behalf when we run Support Agent for you. Each is bound by a written agreement that protects your data at least as well as our Data Processing Agreement, and we remain responsible to you for their work.
Running the service
| Sub-processor | What for | Personal data | Where |
|---|---|---|---|
| Hetzner Online GmbH | Servers and database that run the service | All customer data | EU (Germany, Finland) |
| Mistral AI SAS | Reads incoming messages and writes reply drafts | Message contents and the order details needed to answer | EU (France) |
| Resend | Receives forwarded support mail and sends replies, invitations and password resets | Email addresses, names and message contents | USA |
The AI does not train on your data, and neither does Mistral. Where data leaves the EEA, as with our mail provider in the USA, we rely on the European Commission's Standard Contractual Clauses or the EU-U.S. Data Privacy Framework.
Parcel carriers
When one of your customers asks where a parcel is, we ask the carrier for its status. The carrier receives the tracking number only.
| Carrier | Where |
|---|---|
| PostNord | EU (Sweden, Denmark) |
| Posten Bring AS | EEA (Norway) |
| DHL | EU (Germany) |
What is not on this list
Platforms you connect yourself, such as Shopify or your own mail provider, are your providers, not our sub-processors. We read from them because you told us to, under your own agreement with them.
The same goes for the shipping tool you connect to make return labels, and the carriers it books them with. When you send a reply with a return label, we send the customer's name and address, the order number and the parcel's weight, and, if you chose a QR code instead of a printed label, the customer's email address, so the tool can send the code to your own account there, which books the label on your carrier agreement. We keep no copy of the address, and the label is fetched from your account each time it is opened. The tools you can connect:
| Shipping tool | Where |
|---|---|
| Shipmondo ApS | EU (Denmark) |
| Webshipper ApS | EU (Denmark) |
Changes
Before we add or replace a sub-processor, we email your admins at least 30 days ahead, and you may object as described in section 9 of the DPA. Questions: [privacy@domain].