Data Handling Supplement
LogicMonitor Legal
- Terms of Service
- Compliance
- Privacy
- ESG
Overview
LogicMonitor is committed to transparency regarding the subprocessors, service centers, and business operations that support our platform. This Data Handling Supplement provides customers with:
- A comprehensive list of subprocessors engaged by LogicMonitor.
- Information about LogicMonitor Business Operations and regional service locations.
- Details on Service Centers where customers’ data is processed and stored.
- A commitment to security, compliance, and customer privacy rights.
For additional details regarding our privacy commitments, please refer to our Data Processing Addendum (DPA).
Table 1 – LogicMonitor Business Operations
LogicMonitor’s business operations are conducted from the following locations, listed in Table 1 – LogicMonitor Business Operations, below. These locations do not serve as subprocessors but are responsible for software development, customer support, professional services, and product operations as part of LogicMonitor’s internal structure.
Subprocessors
LogicMonitor engages third-party service providers (subprocessors) to support the operation of our platform. These subprocessors undergo rigorous security and privacy assessments and comply with industry standards such as SOC 2, ISO 27001, and PCI-DSS.
Certain subprocessors operate within a specific cloud platform such as AWS or Azure, depending on the service provided.
Table 2 – LogicMonitor Envision Platform – SubprocessorsThe following subprocessors support the LogicMonitor Envision Platform. |
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|---|---|---|---|---|---|
| Subprocessor | Purpose | Headquarters | Certifications | Security / Compliance Website | Vendor’s Trust Center |
| Authy (Twilio Authy) | Two-Factor Authentication (2FA) | USA (San Francisco, CA) | Inherits Twilio’s certifications (SOC 2 Type II, ISO 27001, PCI DSS) | Website | Vendor’s Trust Center |
| AWS (Amazon Web Services) | Cloud Infrastructure & Hosting | USA (Seattle, WA) | SOC 2, ISO 27001, GDPR Compliant | Website | Vendor’s Trust Center |
| Gainsight | Customer Success Platform | USA (Redwood City, CA) | SOC 2 Type II, ISO 27001 | Website | Vendor’s Trust Center |
| Gong | Quality assurance, and extended issue support. | USA (San Francisco, CA) | SOC 2 Type II, ISO 27001, ISO 27017, ISO 27018, ISO 27701, PCI DSS, STAR Level One, DPF Framework | Website | Vendor’s Trust Center |
| Google Cloud Platform (GCP) | Cloud Monitoring & Data Analytics | USA (Mountain View, CA) | SOC 2, ISO 27001, GDPR Compliant | Website | Vendor’s Trust Center |
| Google Workspace | Word processing, data storage, | USA (Mountain View, CA) | ISO 27001, ISO 27017, ISO 27018, SOC 2, FedRAMP | Website | Vendor’s Trust Center |
| Microsoft Azure | Cloud Infrastructure & Security | USA (Redmond, WA) | SOC 2, ISO 27001, PCI-DSS | Website | Vendor’s Trust Center |
| OpenAI | AI / Large Language Model Services | USA (San Francisco, CA) | SOC 2 Type II, CSA STAR Level 1 | Website | Vendor’s Trust Center |
| Pendo | Product Analytics & In-App Guidance | USA (Raleigh, NC) | SOC 2 Type II | Website | Vendor’s Trust Center |
| Salesforce | Customer Relationship Management (CRM) | USA (San Francisco, CA) | SOC 2 Type II, ISO 27001, PCI DSS, others (e.g., HIPAA for certain offerings) | Website | Vendor’s Trust Center |
| Salesforce Service Cloud | Customer Service & Support Platform | USA (San Francisco, CA) | Inherits Salesforce’s certifications (SOC 2 Type II, ISO 27001, PCI DSS) | Website | Vendor’s Trust Center |
| Securonix | Security Analytics / SIEM | USA (Addison, TX) | SOC 2 Type II, ISO 27001, HiTrust | Website | Reports available upon request |
| Sentry.io | Application monitoring and error tracking platform | USA (San Francisco, CA) | SOC 2 Type I and Type II, ISO 27001 certification, and HIPAA attestation | Website | Vendor’s Trust Center |
| ServiceNow | IT Service Management (ITSM) | USA (Santa Clara, CA) | SOC 1/2 Type II, ISO 27001, PCI DSS, FedRAMP (various levels) | Website | Vendor’s Trust Center |
| Snowflake | Data Warehousing & Analytics | USA (Bozeman, MT) | SOC 2, ISO 27001, HIPAA | Website | Vendor’s Trust Center |
| Stripe | Payment Processing | USA (San Francisco, CA) | PCI-DSS, SOC 2 Type II | Website | Vendor’s Trust Center |
| Twilio | SMS & Communication Services | USA (San Francisco, CA) | SOC 2, ISO 27001, GDPR | Website | Vendor’s Trust Center |
Table 3 – Edwin AI – SubprocessorsThe following subprocessors support Edwin AI, LogicMonitor’s artificial intelligence and machine learning platform. Certain Edwin AI services primarily run on AWS infrastructure, while other features operate on Microsoft Azure for enhanced AI capabilities. |
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|---|---|---|---|---|
| Subprocessor | Purpose | Headquarters | Certifications | More Info |
| OpenAI | AI Model Processing & NLP Services | USA | SOC 2, ISO 27001, GDPR Compliant | Website |
| AWS (Amazon Web Services) | Cloud AI Compute & Model Hosting | USA | SOC 2, ISO 27001, GDPR Compliant | Website |
| Microsoft Azure | AI Compute & Model Hosting | USA | SOC 2, ISO 27001, PCI-DSS | Website |
Cloud Service Centers
Table 4 – Amazon Web Services (AWS)LogicMonitor operates its service platform out of multiple Service Centers across the globe, ensuring high availability, performance, and compliance with regional data residency requirements. |
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|---|---|---|
| Service Center | Location(s) | Data Residency |
| US / West (AWS) | Boardman, OR | United States |
| US / East (AWS) | Ashburn, VA | United States |
| EMEA / West (AWS) | London, England | United Kingdom |
| EU / West (AWS) | Dublin, IE | Ireland |
| APAC / South East (AWS) | Sydney, Australia | Australia |
| EMEA / West (Legacy AWS) * | Slough, UK | United Kingdom |
| Singapore (AWS) | Singapore | Singapore |
| Germany (AWS) | Frankfurt, Germany | Germany |
New Subprocessor Notification Process
Customers with an active Data Processing Addendum (DPA) will receive advance notice of any new subprocessors.
- Notification: LogicMonitor will notify customers via email or an official platform update prior to engaging a new subprocessor.
- Objection Rights: Customers may object within the timeframe specified in the DPA by contacting [email protected].
- Resolution Process: If an objection is raised, LogicMonitor will work in good faith to resolve concerns. If a resolution cannot be reached, customers may have the right to terminate the affected service.
For more details on our subprocessor policies, including data protection commitments and customer rights, refer to our Data Processing Addendum (DPA) or contact our privacy team at subprocessors@logicmonitor.com.
Use of Generative AI for Support Services
LogicMonitor may use generative AI technologies to enhance customer support services, particularly for Premier Support customers requesting health reporting and troubleshooting assistance. These AI tools are used exclusively for reviewing customer-provided information to generate insights, recommendations, or summaries that improve the support experience.
Our Commitments
- No AI Model Training – Customer-provided data is never used to train any AI model.
- No Selling or Sharing of Data – Customer data is not sold and is not shared with any third party except subprocessors contractually bound to process the data strictly for support purposes.
- Strict Confidentiality & Security – Data processed through generative AI remains subject to LogicMonitor’s strict confidentiality obligations and security measures.
- Global Data Protection & Compliance – Personal data processed through AI-assisted support is governed by our Data Processing Addendum (DPA) and complies with:
- General Data Protection Regulation (GDPR)
- California Consumer Privacy Act (CCPA) / California Privacy Rights Act (CPRA)
- Other applicable global privacy laws.
For further details on how LogicMonitor processes and protects customer data, please refer to our Data Processing Addendum (DPA).
LogicMonitor Trust Center – Security & Compliance
LogicMonitor requires all subprocessors to adhere to strict security and privacy standards, including:
- Compliance with Industry Standards – Subprocessors must maintain recognized security certifications such as SOC 2, ISO 27001, and PCI-DSS.
- Contractual Data Protection Obligations – Subprocessors are legally required to uphold confidentiality, data protection, and security.
- Regular Audits & Assessments – We continuously evaluate subprocessors to ensure compliance with data privacy and security best practices.
For a detailed overview of our security practices, visit the LogicMonitor Trust Center.