FAQs: Subprocessor Notification Regarding Pendo
What is Pendo.io, Inc., and why are we adding this as a subprocessor?
- Pendo provides in-app communication and analytics. For more information about Pendo:
- Pendo Privacy Policy
- Pendo Trust Page
- Pendo Address: Pendo.io, Inc. 301 Hillsborough St Raleigh, NC 27603
- EU representative’s contact information is:
- EU representative appointed under the EU GDPR is DP-Dock GmbH. You can contact them by email at pendo@gdpr -rep.com or by postal mail at the following address: Attn: Pendo.io, Ballindamm 39, 20095 Hamburg, Germany.
- United Kingdom representative’s contact information is:
- United Kingdom representative appointed under the UK GDPR is DP Data Protection Services UK Ltd. You can contact them by email at pendo@gdpr -rep.com or by postal mail at: Attn: Pendo.io, 16 Great Queen Street, Covent Garden, London WC2B 5AH, United Kingdom.
What products will this affect?
All products.
What personal data will be collected?
Pendo will process some of the same data that flows through our product databases today. This includes customer, student, or instructor information that is captured in our products and transmitted between systems. Examples include identifiers such as email addresses, user IDs, SIS IDs, course names, and other education-related records. Pendo itself does not collect new personal data.
Where are the hosting regions?
- Pendo's data centers are hosted on the Google Cloud Platform and are located in the United States, European Union (EU), Japan, and Australia. For more details, refer to https://support.pendo.io/hc/en-us/articles/22832528657179-Global-data-hosting.
- The hosting region for each customer will be the region closest to the Canvas hosting location. Canadian customers will be processed in EMEA.
Will Pendo.io need to be added to our DPA (Data Processing Addendum)?
The notice we send is Instructure informing all customers per our standard DPA. If you have any questions regarding the DPA, please contact your Customer Success Manager.
Does the vendor have a stated data retention policy?
Yes. By default, Pendo retains data for 7 years. Upon contract termination, 90 days later, Pendo will commence deleting data.
Does the vendor provide methods to have data permanently deleted, either through customer action or request?
Yes, Instructure can ask the vendor to delete data before the standard retention (currently 7 years).
When will this effect take place?
Q1 2026 in the USA; Q2 2026 outside of the USA.
Does Pendo.io have safeguards in place to protect the data being shared?
Instructure has reviewed Pendo.io’s Data Privacy and Security Practices in accordance with our third-party risk management program and deem them fit to onboard as a vendor.
What transfer mechanisms are in place?
- Pendo is listed in the Data Privacy Framework. Application data processed by Pendo is transmitted over Transport Layer Security (TLS) and encrypted at rest using AES-256.
- Instructure and Pendo have executed a data processing agreement and EU-Standard Contractual Clauses.
- Data is hosted in the customer’s region as noted above.
What should I do if I have additional questions?
- Please reach out to your CSM or Account Executive for assistance
