Sub-processors — Mira Resolve
Last Updated: 12 October 2026
This list covers Mira Resolve.
Helios engages the third parties below to help provide the Services. Each is bound by a written agreement imposing data protection obligations no less protective than those in our Data Processing Addendum.
We give thirty (30) days' notice before engaging a new sub-processor that processes personal data. See DPA §6.2 for the objection process.
Conditional sub-processors are engaged only where a customer enables a specific feature. They do not process any data for customers who have not enabled it.
1. AI AND MODEL PROVIDERS
These providers receive customer content in order to generate responses, classifications, summaries, transcriptions, speech and embeddings.
Helios does not use customer content to train models, and does not permit any provider below to do so. Customer Agreement §7.3 states that commitment in full. AI and model providers are identified separately from infrastructure providers below; details of the basis for any provider are available on request.
| Provider | Purpose | Content received | Conditional |
|---|---|---|---|
| Microsoft Corporation (Azure OpenAI Service) | Default language model; text embeddings | Conversation and ticket text, prompts, tool arguments and results, documents for embedding | No |
| Anthropic PBC | Language model; default model for alert triage and root-cause analysis | Conversation and ticket text, prompts, tool arguments and results | No |
| Google LLC (Gemini) | Language model; default live-audio provider for the voice channel | Conversation text; raw call audio, bidirectionally, and native transcription | No |
| OpenAI, L.L.C. | Language model; live audio conversation, where selected | Conversation and ticket text; raw call audio, bidirectionally | Where selected |
| xAI Corp. | Language model; live audio conversation, where selected | Conversation text; raw call audio | Where selected |
| Deepgram, Inc. | Speech to text | Call audio. For pre-recorded transcription, Deepgram is provided a URL and retrieves the audio itself | No |
| ElevenLabs Inc. | Text to speech, where selected | The text the assistant speaks, which may restate caller-supplied details | Where selected |
| Cartesia, Inc. | Default text to speech | As above | No |
| Pinecone Systems, Inc. | Vector store for knowledge retrieval | Embeddings and chunk metadata of knowledge base content and of resolved incident text | No |
Location. Pinecone is hosted on Microsoft Azure in the United States. Model inference may be performed at a provider's regional or global endpoint.
2. INFRASTRUCTURE AND PLATFORM
| Provider | Purpose | Location |
|---|---|---|
| Microsoft Corporation (Azure) | Application hosting, database, object storage, cache, key management | United States |
| Cloudflare, Inc. | Edge network and secure tunnel carrying inbound traffic to the platform | Global edge; platform origin in the United States |
| Datadog, Inc. | Application performance monitoring and log management. Content capture disabled. | United States |
| Auth0, Inc. (Okta) | Authentication and identity for platform accounts | United States |
3. COMMUNICATIONS
| Provider | Purpose | Content received | Conditional |
|---|---|---|---|
| Twilio Inc. | Telephony, SMS, and one-time passcode delivery | Caller and called numbers, call audio, call recordings retained under our Twilio account, SMS bodies | No |
| Twilio SendGrid | Outbound transactional email | Email recipients and message content | No |
4. BILLING
| Provider | Purpose |
|---|---|
| Stripe, Inc. | Payment processing and subscription billing |
5. CUSTOMER-DIRECTED THIRD PARTIES
The following are not Helios sub-processors. They are systems the customer connects under the customer's own agreement with that provider. Helios accesses them on the customer's instruction and within the credentials and scope the customer supplies.
Identity providers (Microsoft Entra, Google Workspace, Okta); ticketing systems (Zendesk, Zoho Desk, ServiceNow, ConnectWise, Freshservice); endpoint and device management (Microsoft Intune, Microsoft Defender, CrowdStrike, SentinelOne, Jamf, NinjaOne, Automox); observability (the customer's own Datadog, Grafana, Splunk); alerting and status (PagerDuty, Opsgenie, Statuspage, Instatus); collaboration (Microsoft Teams, Slack); documentation (IT Glue); source control (GitHub); and the customer's own cloud subscription.
Mira Resolve uses platform telephony and speech providers only. Customer-supplied telephony or speech credentials are not available.
Questions: legal@helios-core.com