TABLE OF CONTENTS

• Data processing and residency
  • Data retention policy
• Enable or disable AI features
• Opt out of AI data usage
• FAQs

Freshworks uses a "Privacy by Design" approach. By default, AI features that require data processing outside your primary hosting region are disabled. You can manage these settings to balance AI performance with your regional data requirements.

Data processing and residency

By default, all data for Freddy AI Copilot features is processed and stored within your local data centers. However, for customers in India (IND), Australia (AUS), and the Middle East/Africa (MEC), processing for certain features is conducted in the United States. The table below outlines these regional deviations:

Note: Regardless of the processing location, your data is always encrypted. For generative features, third-party providers do not store your data at rest.

Data retention policy

To comply with data residency standards, all batch input and output files (such as json.l files) are automatically deleted 30 days after their last modified date.

Enable or disable AI features

You can control which AI capabilities are active in your account at any time.

1. In your Freshworks dashboard, go to the Freddy AI settings menu.

2. Review the list of features and toggle the desired capabilities On or Off.

Note: AI enhancements are integrated into their parent features. To disable an enhancement, you must turn off the entire parent feature.

Opt out of AI data usage

If you do not want your data used for AI model training, you can request a full opt-out.

Send an email request to support@freshworks.com. Our team will process the request to exclude your account data from all AI training models.

FAQs

1. Where is my Freddy AI data stored? 

Data residency is determined by your account's hosting region. For most regions, including the US, EUC, IND, and AUS, your input and output batch files remain in your local region through Azure Blob Storage. However, for accounts in the Middle East/Africa (MEC) region, data is stored in the US region. 

2. How long does Freshworks keep my batch data? 

To comply with data residency and privacy standards, Freshworks enforces a lifecycle policy that automatically deletes any json.l files stored in blob containers if the last modified date is more than 30 days ago. 

3. Why is my data processed in the US if I am hosted in India or the Middle East? 

In some cases, specific AI models or regional Provisioned Throughput Units (PTUs) are not available locally. For the IND and MEC regions, the system uses Global Batch processing, which falls back to the US for inference to ensure high-performance service.

4. Is my data shared securely between services? 

Yes. The architecture uses a dedicated Freshworks Secret Store (FWSS) to securely share Azure OpenAI account keys and Shared Access Signature (SAS) tokens with the necessary services. Additionally, Managed Identities are used as service principals to grant specific read and write permissions only to required storage accounts.

5. Can I opt out of AI data usage?

Yes. You can request to exclude your account data from AI training models by emailing tosupport@freshworks.com.