Subprocessors List
Effective Date: 9 May 2025
This Subprocessors List (“List”) outlines the third-party service providers (“Subprocessors”) engaged by VivaConnect Private Limited, the operator of the Helo.ai CPaaS platform (“Helo”, “we”, “our”, or “us”). These Subprocessors may process Personal Data on behalf of our Clients (“Data Controllers”) in connection with the services described in the Master Service Agreement and associated Data Processing Agreement (DPA).
This List is provided pursuant to Helo’s transparency obligations and in accordance with applicable data protection laws, including but not limited to the Information Technology Act, 2000, the General Data Protection Regulation (EU) 2016/679 (“GDPR”), and other relevant international privacy frameworks.
1. Purpose and Scope of Subprocessing
We engage Subprocessors to perform specific processing operations required to operate, maintain, support, or enhance our Services, including:
- Message delivery and communication via telecom partners;
- Hosting infrastructure and data storage;
- Execution of chatbot and workflow automation;
- Monitoring, analytics, and customer support services.
All Subprocessors are contractually bound by written data protection agreements to adhere to strict confidentiality, security, and privacy standards consistent with our obligations under the DPA.
2. Infrastructure and Hosting Providers
These Subprocessors provide secure cloud environments for processing, storage, and hosting of platform components:
| Name | Country | Purpose |
|---|---|---|
| Amazon Web Services (AWS) | India | Cloud infrastructure, virtual servers, and data storage |
| Google Cloud Platform (GCP) | India | Hosting of select Helo.ai services and microservices |
3. Messaging and Telecom Integrations
These Subprocessors enable communication over supported messaging channels and telecom networks:
| Name | Country | Purpose |
|---|---|---|
| Meta Platforms, Inc. (WhatsApp BSP) | Global / India | Delivery of WhatsApp messages and status callbacks |
| Google LLC (RCS) | Global / India | Delivery of Rich Communication Services (RCS) |
| Licensed Indian Telecom Operators | India | SMS delivery, DLT compliance, sender ID management |
4. Support, CRM, and Analytics Tools
These tools support customer interaction workflows, service monitoring, and CRM-based engagement:
| Name | Country | Purpose |
|---|---|---|
| Freshdesk | India | Customer ticketing and support desk management |
| Zoho Desk / Zoho CRM | India | CRM integration, customer support workflows |
| Google Analytics | Global / India | Website and dashboard analytics for usability insights |
5. Compliance, Security, and Audit Controls
Prior to engaging any Subprocessor, Helo conducts due diligence to evaluate the vendor’s technical and organizational measures for data protection. This includes:
- Execution of legally binding Data Processing Agreements (DPAs);
- Review of relevant industry certifications (e.g., ISO/IEC 27001);
- Verification of data residency commitments, access controls, and encryption standards.
Helo performs ongoing monitoring and periodic reassessments to ensure continued Subprocessor compliance.
6. Updates to the Subprocessors List
This List may be amended from time to time to reflect changes in our Subprocessor relationships. Clients will be notified of material changesin advance, where feasible, in accordance with their rights under the DPA. Clients may raise objections to new Subprocessors as permitted under applicable data protection agreements.
7. Contact Information
For questions, concerns, or formal objections relating to our Subprocessors, please contact:
Email: info@helo.ai
Postal Address:
Vivaplex, C7, Street 22,
MIDC, Opp. Rolta Technology Park,
Andheri (East), Mumbai – 400093, India.
8. Definitions
- “Subprocessor”: A third-party entity engaged by Helo that processes Personal Data on behalf of Helo’s Clients in connection with the provision of services.
- “Personal Data”: Any information relating to an identified or identifiable natural person as defined under applicable law.
- “Client” or “Controller”: The entity (typically a business customer of Helo) that determines the purposes and means of the processing of Personal Data.
- “Processing”: Any operation performed on Personal Data, including storage, transmission, analysis, or deletion.
- “Data Processing Agreement (DPA)”: A binding contractual agreement that sets out the roles, responsibilities, and obligations of the Processor and the Controller in relation to data protection and compliance.
- “Services”: The CPaaS-related functionalities provided through the Helo.ai platform including messaging, chatbot automation, analytics, and integrations.