Customer supportHiver and the GDPR: agreement, role and data location.
Hiver is a customer support tool. Most customers use it as a processor, it explains how to get its data processing agreement, and it usually keeps data in the United States. Below: what to check and how to declare it.
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In short
- Category
- Customer support
- Usual role
- Usually a processor
- Data location
- Usually the United States
- Agreement
- Obtained through the vendor
What does Hiver do with personal data?
Respond to customer enquiries and manage support conversations. That is how Privacyboard describes a typical use of Hiver, as a starting point you can edit.
The data usually involved: names, email addresses, account identifiers, messages and attachments provided to support.
Is Hiver a processor or a controller?
Most customers use Hiver as a processor: it handles personal data on their instructions, for the purposes they set. That is the common reading for customer support tools and it is what Privacyboard suggests.
As a processor, it needs a written agreement with you under Article 28, and you should know which subprocessors it uses. Confirm the role against your own agreement, because the way you use a tool can change it.
Where does Hiver store personal data?
Hiver usually keeps data in the United States for every customer on its standard service, so there is normally nothing to choose. Privacyboard prefills this and you can change it if your setup differs.
How to find yours: Check your account settings or Hiver’s data processing terms for where your data is stored.
If the data is processed outside the European Economic Area, Articles 44 to 49 require a transfer mechanism, such as standard contractual clauses, an adequacy decision or the EU-US Data Privacy Framework. Your privacy policy should name it.
Does Hiver have a data processing agreement?
Checked on 1 November 2026. Vendors change their pages, so check the date.
Hiver does not publish the full text of its data processing agreement on a public page. The reference page explains how a customer gets or signs it, usually from inside the account. Article 28 of the GDPR still requires a written contract, so get it and keep a copy.
What we noted when we opened the page: Hiver GDPR page (updated 26 June 2025) saying a DPA can be requested and that terms were updated to include it. No signing steps or entity named. States all services and data are hosted on AWS in the United States.
A page that exists does not mean you are covered. Whether the agreement applies to you depends on your plan and on what you accepted, so record the decision yourself in your vendor list.
Open the Hiver reference pageHow to declare Hiver
- 1
In your privacy policy
Name Hiver as a recipient, say what it is used for (respond to customer enquiries and manage support conversations) and mention any transfer outside the EEA. Articles 13 and 14 ask you to tell people who receives their data.
- 2
In your vendor list
Add Hiver with its purpose, the data involved, its role, its region and a link to the agreement. Privacyboard prefills all of this, you confirm or correct it.
- 3
In your processing register
Link Hiver to the activities that use it, so each record shows its recipients. Article 30 asks the register to list the categories of recipients.
What to check before relying on Hiver
- Set a retention period for closed conversations and attachments.
- Check how you would find and delete one person’s conversations when they ask.
- Review which team members and integrations can read the data.
- Record where the data is stored and any transfers outside the EEA.
Questions, answered.
Is Hiver GDPR compliant?
Privacyboard does not certify vendors. Compliance depends on how Hiver is configured and used, on the agreement you have with it and on your own practices. What can be checked is documented here: it explains how to get a data processing agreement, the usual role and the data location. Read the agreement itself before relying on it.
Does Hiver have a DPA?
Hiver does not publish the full text of its data processing agreement on a public page. The reference page explains how a customer gets or signs it, usually from inside the account. Article 28 of the GDPR still requires a written contract, so get it and keep a copy. The reference page is https://hiverhq.com/gdpr.
Is Hiver a data processor?
Usually, yes. Most customers use Hiver as a processor that acts on their instructions. Check your own agreement and how you use the tool, because the role can differ.
Where does Hiver store data?
Hiver usually keeps data in the United States for every customer on its standard service, so there is normally nothing to choose. Privacyboard prefills this and you can change it if your setup differs. How to find yours: Check your account settings or Hiver’s data processing terms for where your data is stored.
Do I need to mention Hiver in my privacy policy?
Yes, if Hiver handles personal data for you. The GDPR asks you to tell people who receives their data (Articles 13 and 14). Name the vendor or its category, say what it is used for and mention any transfer outside the EEA.
How do I add Hiver to my vendor list?
In Privacyboard, pick Hiver from the catalog. The purpose, the data, the suggested role and a link to its agreement are prefilled, and you confirm each one. Creating a workspace is free.
Privacyboard is not affiliated with Hiver. Names and logos belong to their owners and are used only to identify the tool. This page summarises public documents as checked on 1 November 2026; it is guidance, not legal advice, and it does not certify any vendor.