Sub-Processors
#What this document is
To deliver the Service described in the Terms of Service and the Privacy Policy, Ordo relies on a small number of specialist technology providers ("sub-processors"). Each of them processes Customer Content or Caller information only under a written contract that requires the provider to protect the information and use it strictly to perform the specific service Ordo has engaged them for.
To deliver the Service, Ordo relies on a small number of specialist providers, grouped by the function they perform. Each processes Caller or Customer information only under a written contract requiring it to protect the information and use it strictly to perform the service Ordo has engaged it for.
#Sub-processor categories
- Telephony · provides the phone numbers Ordo customers use and routes inbound calls
- Speech-to-text and text-to-speech · transcribes incoming Caller speech and generates the AI assistant's spoken voice
- Language model · understands what Callers say and generates the AI assistant's responses
- Database, authentication, and storage · holds Customer Content and account data and manages operator logins
- Application and web hosting · runs Ordo's server, operator dashboard, and marketing site
- Payment processing · charges Customer subscriptions and produces receipts
- Email delivery · sends transactional and notification emails to Customers
- Error monitoring · captures application error and performance data, with PII scrubbed before send
Ordo does not store Caller call audio · calls are transcribed and the audio is not retained. Ordo also does not use any sub-processor for advertising, marketing analytics, retargeting, or user-behaviour tracking on Customers or Callers, and does not permit any sub-processor to use Caller data to train shared or general-purpose AI models. This is intentional and is expected to remain the posture.
The specific vendor for each category, with the data it touches and the region it operates in, is listed below.
Show the specific providers behind each category
| # | Provider | Category | What they do for Ordo | Data touched | Region |
|---|---|---|---|---|---|
| 1 | Twilio | Telephony carrier | Provides the phone numbers Ordo customers use and routes inbound calls | Caller phone number, caller ID, call metadata | United States |
| 2 | Deepgram | Speech-to-text and text-to-speech | Transcribes incoming Caller speech; generates the AI assistant's spoken voice | Call audio in transit, transcripts | United States |
| 3 | Anthropic | Language model provider | Understands what Callers say and generates the AI assistant's responses | Transcript text of Caller utterances during a call | United States |
| 4 | Supabase | Database, authentication, and storage | Stores Customer Content and account data; manages operator logins | All Customer Content and account data at rest | Canada and United States |
| 5 | Railway | Application hosting (API) | Runs Ordo's server, call pipeline, and background jobs | All data in transit through the application | United States |
| 6 | Vercel | Application hosting (operator dashboard) | Serves the operator portal | Dashboard requests; no persistent Caller data at rest | United States |
| 7 | Netlify | Web hosting (marketing site) | Serves useordo.org and the demo-request form | Demo-request form submissions (name, email, business) | United States |
| 8 | Stripe | Payment processor | Charges Customer subscriptions, handles refunds, produces receipts | Customer billing information (business name, billing email, tokenized card reference) | Global, PCI-DSS Level 1 |
| 9 | Resend | Email delivery | Sends transactional and notification emails to Customers (account confirmations, receipts, notices) | Customer email address, email content | United States |
| 10 | Sentry | Error monitoring and observability | Captures error and performance data from the Ordo application | Application state and redacted request metadata; PII scrubbed before send | United States |
#How sub-processors are chosen and controlled
- Contractual protection. Every sub-processor above operates under a written contract requiring them to (a) process Ordo data only on Ordo's documented instructions, (b) maintain confidentiality, (c) implement appropriate technical and organisational security measures, and (d) assist Ordo in meeting its own obligations to Customers, Callers, and regulators.
- DPAs and BAAs. Ordo has (or is in the process of executing) a Data Processing Addendum with each sub-processor that handles personal information from Callers. Where Ordo begins serving US healthcare providers, each sub-processor that would touch Protected Health Information (PHI) will have a signed Business Associate Agreement (BAA) in place before that traffic starts.
- Security due diligence. Before onboarding a sub-processor, Ordo reviews the vendor's SOC 2 report (or equivalent), the vendor's public security posture, the vendor's incident history, and the vendor's contractual DPA / BAA offering.
- Ongoing review. Ordo re-reviews its sub-processor list at least annually.
#Notice of new sub-processors
Ordo will notify Customers by email at the address on file at least fourteen (14) days before adding a new sub-processor that would materially change the categories of data being processed or the regions in which they are processed. Notice is not required for a like-for-like replacement of an existing provider in the same category and region.
If Customer reasonably objects to a proposed new sub-processor on privacy or security grounds, Customer must notify Ordo within seven (7) days of the notice. Ordo will work in good faith to resolve the objection. If the objection cannot be resolved and Customer terminates on that basis within thirty (30) days, Ordo will refund any prepaid fees for the unused portion of the current Billing Period.
#International transfers
Ordo processes Caller and Customer information in Canada and the United States. Transfers between Canada and the United States are handled under standard contractual terms with each sub-processor. For Callers whose personal information is protected by Quebec Law 25, or by an EU/UK GDPR-equivalent framework, Ordo uses the applicable transfer mechanism (standard contractual clauses or equivalent) with the sub-processor.
The Office of the Privacy Commissioner of Canada has confirmed that PIPEDA does not prohibit cross-border transfers of personal information, provided the transferring organization uses contractual and technical measures to protect the information. Ordo relies on that guidance.
While personal information is stored or processed in the United States, it is subject to US law and may be accessed by US courts, law enforcement, and government authorities under lawful process. Ordo limits this exposure through data minimization, encryption in transit and at rest, and contractual use-limitation with each provider above. See the Privacy Policy for the full statement.
#Contact
privacy@useordo.org for sub-processor questions. security@useordo.org for security questions.