Effective date: 12 October 2026 · Last updated: 12 October 2026
HelpAlive, Inc. ("HelpAlive", "we", "us") uses a small number of other companies to run HelpAlive. This page lists who they are, what they do, what data they handle and where.
1. What a sub-processor is
When a customer adds HelpAlive to its app, we process the personal data of that app's users ("End Users") on the customer's behalf, as its processor. A sub-processor is a company we use that processes that End User data for us.
Our Data Processing Agreement (helpalive.com/legal/dpa) sets out how we use sub-processors and how we tell customers about changes. Part 2 of this page is Annex III of that agreement.
We also use other providers to run our own business, such as billing, email to our customers, and our website. They are listed in part 3 so that everything is in one place. They do not receive End User data.
2. Sub-processors for our customers' End User data
| Provider | What it does | Data | Location |
|---|---|---|---|
| OpenAI | AI models for the assistant. Which of the listed providers handles a given request is our choice and can change. | What the assistant works with for a chat or walkthrough: the question and recent conversation, page text and field values (never password, payment card, one-time-code, file-upload or hidden fields, or card-number-shaped values in form fields), the page address, and help-document text. Each provider receives only what its part of the work needs. | United States |
| Anthropic | AI models for the assistant. Which of the listed providers handles a given request is our choice and can change. | The same as OpenAI | United States |
| Cohere | AI models for the assistant. Which of the listed providers handles a given request is our choice and can change. | The same as OpenAI | United States |
| Railway | Cloud hosting | All data in the Service. It keeps visitors' IP addresses and browser details for 30 days. | United States |
| Cloudflare | Content delivery, security, and hosting of our website's demo access records | Everyone's IP address, and the requests that pass through it; the demo access records described in our Privacy Policy | Global network |
| Axiom | Logging, kept 30 days | End User and customer staff data in logs, which can include chat messages and page text (never the values typed into form fields) | United States |
| Firecrawl | Fetches a customer's public help pages so we can index them | Public help pages only. They may include names shown on them. | United States |
About our AI providers. We send requests with storage turned off where the provider offers it. OpenAI's and Anthropic's terms commit them not to train their models on our requests, and we have turned off Cohere's use of our requests for training in our account settings. Each normally keeps requests for up to 30 days to monitor for abuse, and longer only where its policies allow it, such as a legal obligation or a request flagged for abuse. Which listed provider handles a given request is our choice and can change; adding a new one is a change to this list, with notice as part 4 describes.
3. Other service providers we use for our own business
For these, we are the controller, as our Privacy Policy explains. They handle data about our customers and their staff, about visitors to our sites, and about people we contact about HelpAlive.
| Provider | What it does | Data | Location |
|---|---|---|---|
| Stripe | Payments, invoices and tax | Customers and their billing admins | United States |
| Loops | Service emails to customer staff (never to End Users) | Customer staff | United States |
| Attio | Customer relationship management (CRM). Never End Users or their content. | Customers, their staff, and prospects | European Union |
| Clay | Finding and enriching business contact details | People we contact about HelpAlive | United States |
| lemlist | Sending our outreach emails | People we contact about HelpAlive | France |
| Mintlify | Hosts our documentation site | Documentation site visitors | United States |
| Webflow | Hosts our website | Website visitors | United States |
| Website analytics, only with consent; fonts and site icons in our emails and dashboard (Google receives the staff member's IP address); the mailboxes our outreach emails are sent from | Website visitors, customer staff, people we contact about HelpAlive | United States | |
| Insight Tag on our website, only with consent | Website visitors | United States | |
| Cal.com | Booking calls with us from our website | People who book a call | United States |
4. How we tell you about changes
- New sub-processors. We tell customers at least 30 days before a new sub-processor starts processing End User data, by email to every workspace admin. We also update this page and its "Last updated" date.
- Objecting. If you have a reasonable data protection objection to a new sub-processor, email support@helpalive.com within those 30 days. Section 9 of our Data Processing Agreement explains what happens next, including your right to end the agreement, with a pro-rata refund of fees paid in advance, if we cannot resolve it.
- Other providers. Changes to part 3 are made by updating this page.
5. Transfers
We store data in the United States. We are not certified under the Data Privacy Framework. Transfers of End User data from the EU, the UK and Switzerland rely on the Standard Contractual Clauses, as section 16 of our Data Processing Agreement explains.
6. Contact
HelpAlive, Inc., 1111B S Governors Ave Suite 97728, Dover, Delaware 19904, United States · support@helpalive.com