sevdesk vs. Zendesk AI: data protection per plan

yes (data processing agreement under Art. 28(3) GDPR, publicly available as a PDF, version Offenburg 04.07.2025; according to the help centre it is concluded digitally and does not need to be returned; applies to all customers, as according to the terms sevdesk only contracts with businesses)

yes (data processing agreement under Art. 28(3) GDPR, publicly available as a PDF, version Offenburg 04.07.2025; according to the help centre it is concluded digitally and does not need to be returned; applies to all customers, as according to the terms sevdesk only contracts with businesses)

yes (data processing agreement under Art. 28(3) GDPR, publicly available as a PDF, version Offenburg 04.07.2025; according to the help centre it is concluded digitally and does not need to be returned; applies to all customers, as according to the terms sevdesk only contracts with businesses)

yes (data processing agreement under Art. 28(3) GDPR, publicly available as a PDF, version Offenburg 04.07.2025; according to the help centre it is concluded digitally and does not need to be returned; applies to all customers, as according to the terms sevdesk only contracts with businesses)

yes (data processing agreement (DPA) with standard contractual clauses 2021/914 and UK Addendum; the AI Services Addendum supplements the contract)

No explicit statement on training AI models with customer data. Help article "Belege erfassen" (recording receipts): the automatic receipt recognition is continuously learning and improves with every uploaded receipt. Receipt capture product page: booking category suggestions learn from the user's assignments. DPA section 3(6): operational data may be used anonymously and in aggregated form for evaluation purposes and, where applicable, for error analysis and further development of the products; section 2(2): statistical use only anonymised and aggregated. Whether this includes model training across customer accounts and whether an opt-out exists is not described.

No explicit statement on training AI models with customer data. Help article "Belege erfassen" (recording receipts): the automatic receipt recognition is continuously learning and improves with every uploaded receipt. Receipt capture product page: booking category suggestions learn from the user's assignments. DPA section 3(6): operational data may be used anonymously and in aggregated form for evaluation purposes and, where applicable, for error analysis and further development of the products; section 2(2): statistical use only anonymised and aggregated. Whether this includes model training across customer accounts and whether an opt-out exists is not described.

No explicit statement on training AI models with customer data. Help article "Belege erfassen" (recording receipts): the automatic receipt recognition is continuously learning and improves with every uploaded receipt. Receipt capture product page: booking category suggestions learn from the user's assignments. DPA section 3(6): operational data may be used anonymously and in aggregated form for evaluation purposes and, where applicable, for error analysis and further development of the products; section 2(2): statistical use only anonymised and aggregated. Whether this includes model training across customer accounts and whether an opt-out exists is not described.

No explicit statement on training AI models with customer data. Help article "Belege erfassen" (recording receipts): the automatic receipt recognition is continuously learning and improves with every uploaded receipt. Receipt capture product page: booking category suggestions learn from the user's assignments. DPA section 3(6): operational data may be used anonymously and in aggregated form for evaluation purposes and, where applicable, for error analysis and further development of the products; section 2(2): statistical use only anonymised and aggregated. Whether this includes model training across customer accounts and whether an opt-out exists is not described.

Trust Center: 'Zendesk uses service data to train its generic, cross-account machine learning models' (translated; classification and clustering models, not generative); in addition, customer-specific models using account data only. AI Trust at Zendesk (2026-10-09) for its own models: 'Customers control whether their data is used for model training'; customers 'can decide whether or not their data can be used for product improvement purposes' (the setting or procedure is not described there). AI Data Use Information: before cross-account training, identifier fields are removed and free text is sanitised. LLM integrations: 'Customer data is never used for model training'; AI Services Addendum, Section 3.1: 'Service Data will not be used by any LLM Provider for any purpose other than to provide and secure the AI Services.'

Sub-processor list (as of 10.04.2024): hosting with Amazon Web Services EMEA SARL, data hosted exclusively in Germany, access from third countries for support purposes conceivable; TOMs: AWS Frankfurt data centres; security page: hosting with AWS (no location stated); FAQ on the online banking page: receipts are stored 'in a certified data centre with server location in Germany' (translated). DPA section 2(3): processing in principle in the EU/EEA, outside only after prior notice and subject to Art. 44 et seq. GDPR. Where the AI features (receipt recognition, bank reconciliation, AI agent Sevi) are processed and whether external AI providers are used for them is not documented.

Sub-processor list (as of 10.04.2024): hosting with Amazon Web Services EMEA SARL, data hosted exclusively in Germany, access from third countries for support purposes conceivable; TOMs: AWS Frankfurt data centres; security page: hosting with AWS (no location stated); FAQ on the online banking page: receipts are stored 'in a certified data centre with server location in Germany' (translated). DPA section 2(3): processing in principle in the EU/EEA, outside only after prior notice and subject to Art. 44 et seq. GDPR. Where the AI features (receipt recognition, bank reconciliation, AI agent Sevi) are processed and whether external AI providers are used for them is not documented.

Sub-processor list (as of 10.04.2024): hosting with Amazon Web Services EMEA SARL, data hosted exclusively in Germany, access from third countries for support purposes conceivable; TOMs: AWS Frankfurt data centres; security page: hosting with AWS (no location stated); FAQ on the online banking page: receipts are stored 'in a certified data centre with server location in Germany' (translated). DPA section 2(3): processing in principle in the EU/EEA, outside only after prior notice and subject to Art. 44 et seq. GDPR. Where the AI features (receipt recognition, bank reconciliation, AI agent Sevi) are processed and whether external AI providers are used for them is not documented.

Sub-processor list (as of 10.04.2024): hosting with Amazon Web Services EMEA SARL, data hosted exclusively in Germany, access from third countries for support purposes conceivable; TOMs: AWS Frankfurt data centres; security page: hosting with AWS (no location stated); FAQ on the online banking page: receipts are stored 'in a certified data centre with server location in Germany' (translated). DPA section 2(3): processing in principle in the EU/EEA, outside only after prior notice and subject to Art. 44 et seq. GDPR. Where the AI features (receipt recognition, bank reconciliation, AI agent Sevi) are processed and whether external AI providers are used for them is not documented.

Trust Center: Zendesk uses AWS data centres in the USA, Europe and the Asia-Pacific region; data locations USA, Australia, Japan or EEA selectable (Data Center Location add-on). Individual features (QA, 'AI Agents – Advanced') may remain hosted on Google Cloud Platform in the USA and/or Europe until fully integrated. Sub-processor policy: AWS locations USA, Ireland, Germany, UK, Japan, Australia; AI Agents (Google Cloud, MongoDB, Aiven) USA and Belgium.

• Amazon Web Services EMEA SARL, German branch (external data centre, hosting; data only in Germany)
• EMAILBRIEF GmbH, Mutterstadt (sending invoices by post)
• Termitel GmbH, Ettlingen (handling customer phone enquiries)
• Twilio Inc. (SendGrid, Inc.), Dublin (sending emails; EU-U.S. Data Privacy Framework and standard contractual clauses)
• AI-specific sub-processors: not publicly documented (list as of 10.04.2024 names none)

• Amazon Web Services EMEA SARL, German branch (external data centre, hosting; data only in Germany)
• EMAILBRIEF GmbH, Mutterstadt (sending invoices by post)
• Termitel GmbH, Ettlingen (handling customer phone enquiries)
• Twilio Inc. (SendGrid, Inc.), Dublin (sending emails; EU-U.S. Data Privacy Framework and standard contractual clauses)
• AI-specific sub-processors: not publicly documented (list as of 10.04.2024 names none)

• Amazon Web Services EMEA SARL, German branch (external data centre, hosting; data only in Germany)
• EMAILBRIEF GmbH, Mutterstadt (sending invoices by post)
• Termitel GmbH, Ettlingen (handling customer phone enquiries)
• Twilio Inc. (SendGrid, Inc.), Dublin (sending emails; EU-U.S. Data Privacy Framework and standard contractual clauses)
• AI-specific sub-processors: not publicly documented (list as of 10.04.2024 names none)

• Amazon Web Services EMEA SARL, German branch (external data centre, hosting; data only in Germany)
• EMAILBRIEF GmbH, Mutterstadt (sending invoices by post)
• Termitel GmbH, Ettlingen (handling customer phone enquiries)
• Twilio Inc. (SendGrid, Inc.), Dublin (sending emails; EU-U.S. Data Privacy Framework and standard contractual clauses)
• AI-specific sub-processors: not publicly documented (list as of 10.04.2024 names none)

• Amazon Web Services (hosting; USA, Ireland, Germany, UK, Japan, Australia)
• Google Cloud (Zendesk QA: Germany; AI Agents: USA, Belgium); MongoDB, Aiven, Grafana Labs for AI Agents (USA, Belgium)
• Generative AI/NLP without hosting of service data: Google, OpenAI, Microsoft, ElevenLabs; inference of open models: Baseten, Fireworks.ai, Groq
• Voice: Deepgram (transcription), Twilio (telephony)
• Forethought AI Agents (Innovation Services) only: including Mistral AI, Gladia, Cartesia (without hosting of service data)

EUR 0 ("permanently free", no credit card); according to the help centre applied automatically after the 14-day trial, unlimited in time; no add-ons bookable, limited support.

List price EUR 11.90 per month billed monthly, EUR 9.90 per month for 12 months (billed annually), EUR 8.90 per month for 24 months, each plus VAT; 1 user, additional users via add-on at EUR 5.90 per month. On the retrieval date the pricing page also showed promotional prices ("up to 50% discount"); according to terms section 1.5, discounts only apply to first bookings by new customers for the minimum term, renewals at regular prices.

List price EUR 25.90 per month billed monthly, EUR 22.90 per month for 12 months, EUR 19.90 per month for 24 months, each plus VAT; 1 user, more via add-on at EUR 5.90 per month. On the retrieval date the pricing page also showed promotional prices ("up to 50% discount"); according to terms section 1.5, discounts only apply to first bookings by new customers for the minimum term, renewals at regular prices.

List price EUR 34.90 per month billed monthly, EUR 30.90 per month for 12 months, EUR 27.90 per month for 24 months, each plus VAT; 1 user, more via add-on at EUR 5.90 per month. On the retrieval date the pricing page also showed promotional prices ("up to 50% discount"); according to terms section 1.5, discounts only apply to first bookings by new customers for the minimum term, renewals at regular prices.

Support Team 19 EUR, Suite Team 55 EUR, Suite Professional 115 EUR per agent per month on an annual subscription; 25 EUR, 69 EUR, 149 EUR on a monthly subscription (pricing page, German view; net/gross not stated); Suite Enterprise on request. AI surcharge: AI Agents are billed via automated resolutions; included are 5 (Support Team, Suite Team) or 10 (Suite Professional) per agent per month, additional resolutions 1.50 EUR (fixed volume) or 2.00 EUR (pay-as-you-go) per resolution; Copilot as an add-on from Professional

no (pricing page: the free plan covers 3 (e-)invoices per month, contacts, products and support material; AI-supported receipt capture and the AI agent Sevi are only listed for paid plans)

yes (AI agent Sevi in support, according to the pricing page in all three paid plans; AI-supported receipt capture and online banking reconciliation only from the Buchhaltung plan)

yes (AI-supported receipt capture reading date, amount, receipt number and supplier and suggesting the booking category; AI-supported matching of bank payments to invoices and receipts; AI agent Sevi; suggestions must be reviewed and confirmed by the user)

yes (all AI features from Buchhaltung; additionally cost centres, management accounts (BWA) and REST API)

partly (the pricing page lists AI Agents for messaging, email and voice, AI Agent Builder and Copilot; scope per plan and quota of automated resolutions not broken down)