Data processing terms
Last updated 1 October 2026
These terms apply where a company (“the Customer”) puts personal data into its Intercom Chat workspace and data protection law (such as the UK and EU GDPR) applies. They form part of the terms of service. For that content, the Customer decides why and how the data is used and is the controller; Xypno Business Solutions Ltd (“we”) is the processor and acts on the Customer’s instructions. Where we decide ourselves how to use personal data (for example, running our own accounts and billing), we are a controller, as the privacy policy explains.
1. What we process, and why
- Purpose: to provide the workspace: storing and showing messages, files and other content to the people the Customer chooses, and the features the Customer switches on.
- Data: content the Customer’s people and guests put into the workspace, and the account details, sign-in records and usage information needed to run it.
- People: the Customer’s staff, guests and anyone else they involve.
- Duration: for as long as the workspace exists, and then as described under “Ending” below.
2. Our promises as processor
- We process personal data only on the Customer’s documented instructions, which are these terms and the way the Customer uses and configures the service, unless the law requires otherwise (and then we tell the Customer first where we can).
- People allowed to access the data are bound by confidentiality.
- We apply the security measures described on our security page.
- We help the Customer answer requests from people exercising their rights, and with security incidents, impact assessments and consultations with regulators, taking account of what we can see and the cost involved.
- We tell the Customer without undue delay after we become aware of a personal data breach affecting its data.
- We make available the information needed to show we are meeting these terms, and allow reasonable audits by the Customer or its auditor, on notice, during working hours, and without exposing other customers’ data.
- We tell the Customer if we think an instruction breaks data protection law.
3. Other companies we use (sub-processors)
The Customer agrees that we may use these to provide the service:
| Provider | What they do | Where |
|---|---|---|
| Our infrastructure provider | Servers, database and backups | Netherlands |
| Cloudflare | Network protection and file storage | Global network; EU where configured |
| Resend | Sending email such as invitations and notifications | EU region |
| Anthropic | Producing AI answers from text the Customer’s people send to the AI features, only if used | May be outside the EEA/UK |
| LiveKit | Carrying calls and screen sharing, only if used | Global network |
Payment providers (Stripe, PayPal) handle payments for their own purposes as independent controllers. We will give the Customer notice of a new sub-processor, by email to the workspace Owner, at least 14 days before it starts handling the Customer’s personal data; the Customer may object on reasonable data protection grounds, and if we cannot resolve it the Customer may end the subscription and receive a refund for the unused part of what it has paid. We stay responsible for our sub-processors and bind each to terms that protect the data to a similar standard.
4. Transfers outside the UK and EEA
Where personal data is sent to a sub-processor outside the UK or EEA, we rely on a recognised safeguard such as an adequacy decision or the standard contractual clauses (with the UK addendum where needed), and we will provide a copy of the relevant terms on request.
5. Ending
The Customer can export its workspace and delete it at any time. A deleted workspace is held for a 30-day recovery period and then permanently erased; copies in backups are overwritten within 14 days after that. We keep what we must by law (for example, accounting records), and tell the Customer what that is if asked.
6. Contact
For any question about these terms, or to ask us for something under them, email support@intercomchat.com.
Xypno Business Solutions Ltd. Questions? Email support@intercomchat.com.