Subprocessors for Kira Product
AWS (Amazon Web Software) – For storage and web service provisioning. Jurisdiction is chosen by Customer.
Office 365 – Provides corporate email and collaboration resources. This system will process general business to business correspondence. This system will process incoming email customer support requests as part of the communication chain to Salesforce. Hosted in the United States.
Salesforce - Globally recognized CRM used to track and manage customer support requests hosted in the United States.
Y Meadows - AI-based application that will integrate with Salesforce to determine the intent of the text-based emails (cases being opened by customers) and then direct the cases to the correct queue/support subgroup. This is executed by a series of APIs and web-based automations. Hosted in the United States.
Mimecast - industry recognized mail filter and spam prevention tool. All mail sent and received by Litera’s O365 environment is processed through this system. This system will process incoming email customer support requests as part of the communication chain to Salesforce. Hosted in the United States.
Zoom Contact Center - is used to perform inbound/outbound call routing, intelligent queueing, and call distribution to Litera’s global Support team. Hosted in the United States.
NEW - Intellek – Provides interactive training services on Litera products to customers in the form of videos and other training materials. Hosted in the US.
NEW - Atlassian Suite of Products - Globally recognized issue tracking and product development suite of tools. Located in the United States.
NEW - Pendo - Analytics processor that provides insight into how users interact with the application, in app notification, training, and user sentiment. Located at United States.
NEW - NewRelic (For Kira cloud based product) - It is a third-party logging platform that Litera uses for ingesting, parsing, querying, and performing analytics on Service application and infrastructure logs (“Logs”). These Logs are then used for debugging, troubleshooting, auditing, reporting, and detecting and alerting on unexpected application behavior. The data is processed in the United States.
NEW - Forethought Technologies, Inc. - Provides support for automated ticket triage and routing with the purpose of classifying and directing support requests to the appropriate internal team or agent. Hosted by AWS. Primary location USA West, Backups USA East.