Subprocessors
This page lists the third-party subprocessors and service providers Novella uses to operate, secure, analyze, and support our website and customer feedback platform.
Novella uses a limited number of trusted third-party providers to deliver the Services. These providers may process personal data only where necessary for the purposes described below and are subject to appropriate contractual, confidentiality, and data protection obligations.
For more information about how Novella processes personal data, please see our Privacy Policy.
1. Overview
Depending on how you use Novella, subprocessors may support infrastructure, analytics, marketing, customer communications, and customer-enabled integrations. Novella remains responsible for its subprocessors under applicable data processing agreements.
2. Current subprocessors
| Subprocessor | Purpose | Data processed | Location / safeguards |
|---|---|---|---|
| EU hosting and infrastructure providers | Hosting, database, storage, network delivery, backups, and service operations. | Account data, configuration data, survey and response data, logs, and related technical metadata. | EU-hosted where applicable; protected by contractual and technical safeguards. |
| HubSpot, Inc. | CRM, forms, customer communications, and HubSpot integration functionality when enabled. | Business contact details, form submissions, CRM identifiers, and feedback data synced by or for a customer. | Protected by a data processing agreement and appropriate transfer safeguards where required. |
| Plausible Insights OĆ | Privacy-friendly website analytics and performance measurement. | Website usage events and aggregated analytics data. | EU-based provider; processed under appropriate contractual safeguards. |
| NextRoll, Inc. / AdRoll | Marketing measurement and retargeting on the website where permitted by consent. | Cookie or advertising identifiers, device and browser information, and website interaction data. | Used only where legally permitted; protected by appropriate transfer safeguards where required. |
| Stripe, Inc. | Payment processing, billing, invoicing, fraud prevention, and subscription management. | Billing contact details, payment identifiers, transaction details, invoice records, and related fraud or compliance data. | Protected by a data processing agreement and appropriate transfer safeguards where required. |
| Mailgun Technologies, Inc. | Transactional email delivery, email routing, deliverability, and related email service operations. | Email addresses, message metadata, delivery status, and email content necessary to send service communications. | Protected by a data processing agreement and appropriate transfer safeguards where required. |
| Bugsnag, Inc. | Error monitoring, crash reporting, diagnostics, and application reliability improvements. | Error logs, stack traces, device and browser metadata, user or account identifiers, and related diagnostic information. | Protected by a data processing agreement and appropriate transfer safeguards where required. |
| ProductLift | Knowledge base and support documentation, product updates and changelog publishing, and feature request collection and management. | Business contact details, documentation and changelog interaction data, user feedback, comments, votes, feature requests, and related product engagement data. | Protected by appropriate contractual, confidentiality, and data protection safeguards. |
| Incident.io | Incident status page hosting and email notifications for people who subscribe to incident updates. | Status page visitor request metadata, such as IP address, device and browser metadata, and access logs; email addresses, subscription preferences, and incident update delivery metadata when someone subscribes to incident updates by email. | Protected by appropriate contractual, confidentiality, and data protection safeguards. |
3. Customer-enabled integrations
Customers may choose to connect Novella with third-party tools such as HubSpot, Slack, Zapier, email tools, or other systems. When a customer enables an integration, the customer controls the data shared with that integration and is responsible for ensuring the integration is appropriate for its own privacy and compliance requirements.
Customer responsibility: If you connect Novella to another service, review that service's privacy and security terms before syncing personal data or respondent feedback.
4. Updates to this list
Novella may update this page when we add, replace, or remove subprocessors. Material changes will be reflected on this page, and where required by contract or applicable law, we will provide additional notice.
5. Contact
If you have questions about Novella's subprocessors or need more detail for vendor review, please contact us at [email protected].