Data Handling Supplement

Current as of:  Apr 8, 2025

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:

  • 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.

EntitySoftware DevelopmentProduct OperationsCustomer Support AmericasCustomer Support EMEA or Global 24×7Customer Support APAC or Global 24×7Professional ServicesLocation
LogicMonitor Inc.check-yes-circlecheck-yes-circlecheck-yes-circlex-check-no-circlex-check-no-circlecheck-yes-circleSanta Barbara, CA; Austin, TX; Boston, MA; New York City, NY (USA)
LogicMonitor UK Limitedx-check-no-circlex-check-no-circlex-check-no-circlecheck-yes-circle
(EMEA Support or Global 24×7)
x-check-no-circlecheck-yes-circleLondon, UK
LogicMonitor Australia Pty. Ltd.x-check-no-circlex-check-no-circlex-check-no-circlex-check-no-circlecheck-yes-circle
(APAC Support or Global 24×7)
check-yes-circleSydney, AU
LogicMonitor Asia Pacific Pty. Ltd.x-check-no-circlex-check-no-circlex-check-no-circlex-check-no-circlecheck-yes-circle
(APAC Support or Global 24×7)
check-yes-circleSingapore
LogicMonitor India LLPcheck-yes-circlex-check-no-circlex-check-no-circlex-check-no-circlecheck-yes-circle
(APAC Support or Global 24×7)
x-check-no-circlePune, IN
Unomaly1 ABcheck-yes-circlex-check-no-circlex-check-no-circlex-check-no-circlex-check-no-circlex-check-no-circleStockholm, SE
check-yes-circle Service is performed in this region. x-check-no-circle Service is not performed in this region.
These locations are part of LogicMonitor’s internal business structure and do not impact the subprocessor relationships listed below

 

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.
SubprocessorPurposeHeadquartersCertificationsSecurity / Compliance WebsiteVendor’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)WebsiteVendor’s Trust Center
AWS (Amazon Web Services)Cloud Infrastructure & HostingUSA (Seattle, WA)SOC 2, ISO 27001, GDPR CompliantWebsiteVendor’s Trust Center
GainsightCustomer Success PlatformUSA (Redwood City, CA)SOC 2 Type II, ISO 27001WebsiteVendor’s Trust Center
GongQuality 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 FrameworkWebsiteVendor’s Trust Center
Google Cloud Platform (GCP)Cloud Monitoring & Data AnalyticsUSA (Mountain View, CA)SOC 2, ISO 27001, GDPR CompliantWebsiteVendor’s Trust Center
Google WorkspaceWord processing, data storage,USA (Mountain View, CA)ISO 27001, ISO 27017, ISO 27018, SOC 2, FedRAMPWebsiteVendor’s Trust Center
Microsoft AzureCloud Infrastructure & SecurityUSA (Redmond, WA)SOC 2, ISO 27001, PCI-DSSWebsiteVendor’s Trust Center
OpenAIAI / Large Language Model ServicesUSA (San Francisco, CA)SOC 2 Type II, CSA STAR Level 1WebsiteVendor’s Trust Center
PendoProduct Analytics & In-App GuidanceUSA (Raleigh, NC)SOC 2 Type IIWebsiteVendor’s Trust Center
SalesforceCustomer Relationship Management (CRM)USA (San Francisco, CA)SOC 2 Type II, ISO 27001, PCI DSS, others (e.g., HIPAA for certain offerings)WebsiteVendor’s Trust Center
Salesforce Service CloudCustomer Service & Support PlatformUSA (San Francisco, CA)Inherits Salesforce’s certifications (SOC 2 Type II, ISO 27001, PCI DSS)WebsiteVendor’s Trust Center
SecuronixSecurity Analytics / SIEMUSA (Addison, TX)SOC 2 Type II, ISO 27001, HiTrustWebsiteReports available upon request
Sentry.ioApplication monitoring and error tracking platformUSA (San Francisco, CA)SOC 2 Type I and Type II, ISO 27001 certification, and HIPAA attestationWebsiteVendor’s Trust Center
ServiceNowIT Service Management (ITSM)USA (Santa Clara, CA)SOC 1/2 Type II, ISO 27001, PCI DSS, FedRAMP (various levels)WebsiteVendor’s Trust Center
SnowflakeData Warehousing & AnalyticsUSA (Bozeman, MT)SOC 2, ISO 27001, HIPAAWebsiteVendor’s Trust Center
StripePayment ProcessingUSA (San Francisco, CA)PCI-DSS, SOC 2 Type IIWebsiteVendor’s Trust Center
TwilioSMS & Communication ServicesUSA (San Francisco, CA)SOC 2, ISO 27001, GDPRWebsiteVendor’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.
SubprocessorPurposeHeadquartersCertificationsMore Info
OpenAIAI Model Processing & NLP ServicesUSASOC 2, ISO 27001, GDPR CompliantWebsite
AWS (Amazon Web Services)Cloud AI Compute & Model HostingUSASOC 2, ISO 27001, GDPR CompliantWebsite
Microsoft AzureAI Compute & Model HostingUSASOC 2, ISO 27001, PCI-DSSWebsite

 

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.
Service CenterLocation(s)Data Residency
US / West (AWS)Boardman, ORUnited States
US / East (AWS)Ashburn, VAUnited States
EMEA / West (AWS)London, EnglandUnited Kingdom
EU / West (AWS)Dublin, IEIreland
APAC / South East (AWS)Sydney, AustraliaAustralia
EMEA / West (Legacy AWS) *Slough, UKUnited Kingdom
Singapore (AWS)SingaporeSingapore
Germany (AWS)Frankfurt, GermanyGermany

 

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.