Subprocessors for Concep Cloud Product
AWS (Amazon Web Services) –
1. hosts the Litera Concep application. All hosting locations reside in the EU (European Union) region.
2. provides the infrastructure (IaaS) which hosts Litera's mail server.
Salesforce - Globally recognized CRM used to track and manage customer support requests hosted in the United States.
JIRA - 2nd line customer support ticket management and product management solution. No specific location.
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.
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.
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.
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