In order to be totally transparent about the data we use and how it's processed, here is a list of all the third party tools we make use of.
Provider | What it does | Data processed | Entity location |
Stripe | Credit Card processing | Contact details, financial and transactional data, other associated personal data | US |
Xero | Accounting and billing | Contact details, financial and transactional data, Shorthand subscription details | US |
Pipedrive | Sales CRM and pipeline management | Contact details, subscription plan and Shorthand usage information, integration with @shorthand emails | Frankfurt |
Campaign Monitor | Email communication, including sign up, newsletter, tips and automated functions such as password reset requests | Contact details, Shorthand web application use | US |
AWS | All hosting, including the Shorthand marketing pages, Shorthand web application and customers' stories hosted by Shorthand, access logs | Contact details including usernames and passwords, subscription plan and Shorthand usage, all story content including media assets | US |
Elevio | Customer support platform - Shorthand Knowledge Base and ticketing system | Contact details as per entered into the ticketing system, anonymous activity and usage of support documents | Australia, |
Analytics, spam protection, Gmail, Docs, Drive, Calendar | Anonymised data about how visitors interact with Shorthand web pages. All email communication with @shorthand.com addresses, contact details. | US | |
Twilio | Communication API for SMS enabling customers to send story previews to any mobile device | Telephone number and story preview link | US |
Front | Shared inbox application - all email communication | All email communication with @shorthand.com addresses, contact details, statistics on frequency of contact | US, |
Slack | Internal messaging/collaboration system, user event logs | Contact details, Shorthand usage | US |
Cloudinary | Cloud video and image optimization | Uploaded media (images and video) used in stories are temporarily stored here | US |
GitHub | Software development platform, AI coding assistance | Shorthand application and infrastructure configuration code, integration with Linear for software development project management | US |
Chargebee | Subscription billing service | Contact details, financial and transactional data, Shorthand subscription details | US |
FullStory | Random sampling of interaction recording for testing and design optimisation | Browser and editor-session data including clicks, scrolls and uploaded text and other media. | US |
W3C | HTML code validation | Custom HTML you enter into the editor is checked for valid syntax. |
|
Mixpanel | Usage analytics | Usage data for the website, support site and Shorthand app. | US |
Sentry | Application Error Monitoring | Application level error logs and performance metrics from backend servers and frontend customer browsers. | US |
New Relic | Application Performance Monitoring, Error Monitoring, Server Infrastructure Monitoring | Application and server level error logs and performance metrics from backend servers and frontend customer browsers. | US, |
Datadog | Application Performance Monitoring, Error Monitoring, Server Infrastructure Monitoring | Application and server level error logs and performance metrics from backend servers and frontend customer browsers. | US |
Userpilot | Onboarding information and product tours, product announcements | Shorthand User ID, initial app signup date, last seen date, total number of app sessions, web session data including country code and viewport height/width. | US |
LogRocket | Sampling of interaction recording to assist user experience analysis and error diagnosis. | Browser and editor-session data including clicks, scrolls and uploaded text and other media. All sensitive data is scrubbed for privacy before capture. | US |
Bettermode (formerly Tribe) | A platform used for Shorthand's Master The Craft Community. Users join the community by creating an account. | Customer name, email address, communication shared directly by customer with community in forums. | Canada/US |
OpenAI | The provider is used to power AI features (e.g. auto layout). We also used OpenAI coding assistance tools. Per OpenAI's privacy commitment (https://openai.com/enterprise-privacy), all submitted data, inputs, and outputs are not used for training OpenAI models. | Media and text uploaded into Shorthand, customer names, subscription data, billing information | US |
Crossbeam | Account mapping and co-marketing. | Organisation names, white-listed/do-not-list customers excluded. | US |
Fivetran | Automated data integration platform. Aggregates data from other subprocessors into a centralised location. | All system and subprocessor data. | US |
DeepL | Machine translations and multiple language support. | Story content. | Germany |
ChartMogul | Subscription analytics platform. | Customer subscription and billing data. | European Union |
Anthropic | AI/machine learning services provider. | User inputs, story content, contact details, subscription plan, and Shorthand usage information. | US |
Apollo | Sales intelligence and data enrichment platform. | Contact and company data and organisational metrics. | US |
Coefficient | Data integration, live data syncing, and automated reporting between business intelligence tools. | Business metrics, customer data. | US |
Linear | Project management and issue tracking platform for development workflow management and team collaboration. | Project data, issue descriptions, team information, development metrics, and contact details. | US |
Surfe | Contact data enrichment. | LinkedIn profile data, contact details. | European Union |
Entri
| Automated DNS configuration for custom domains. Enables the purchase of domains. | Custom domain names, DNS records required to connect Shorthand-hosted publications, Shorthand team identifier for setup correlation, DNS provider setup status, and DNS-provider authentication details entered into Entri by the user. | US |
Google (Gemini)
| AI/machine learning services provider | User inputs, story content, contact details, subscription plan, and Shorthand usage information. | US |
Intercom (Fin AI Agent)
| AI-powered customer support agent that automates handling and resolution of end-user support inquiries across messaging channels | End-user conversation content and messages submitted to Shorthand support, contact details (name, email, and other user attributes), conversation history, custom data attributes provided by Shorthand, Shorthand's help/knowledge base content used as answer sources, and any images or files shared by users within support conversations. | US |
AI Models
Where we use AI tools, we don't allow customer data to be used to train foundational models operated by third parties. We may process customer data to fine-tune or improve models that are dedicated to our platform and not shared with third parties.
Social Media
We also have a social media presence through Hootsuite, Facebook, X and LinkedIn, where we can see the information of users who have connected with us through those tools. We do not process, collect or hold any information from these tools.
Data Processing Addendum
We offer a Data Processing Addendum (DPA) that amends and updates our standard terms to help meet onward data transfer requirements under the GDPR. The DPA is pre-signed by Shorthand, and is available upon request. It becomes effective when it is signed and returned to [email protected].
For further information about how we handle your data, see our full privacy policy.
If you have any questions about these tools or data privacy more broadly, please contact us.