Sub-processors
The third parties that help us deliver the Services, and what they process.
1. About our sub-processors
To provide the Services, we engage trusted third parties (“sub-processors”) that may process personal information on our behalf. We require sub-processors to protect personal information consistent with our Privacy Policy and applicable law. This page lists our current sub-processors.
2. Current sub-processors
| Sub-processor | Purpose | Data categories | Region / location |
|---|---|---|---|
| Stripe | Payment processing (card and pre-authorized debit) | Billing contact, payment details | Outside Canada, primarily the United States |
| Anthropic | AI-assisted features (ticket triage, summarisation, extraction) | Ticket text, knowledge documents, prompts and responses | United States |
| Voyage AI | Semantic search embeddings | Ticket text, knowledge document text and asset text submitted for embedding | United States |
| Microsoft Azure | Cloud hosting and infrastructure | All Service data | Canada (Canada Central) |
| SendGrid (Twilio) | Transactional and outbound email delivery, and inbound ticket mail | Recipient addresses and full message content | United States |
| Geoapify | Address autocomplete in address entry fields | The partial address text a signed-in user types | European Union |
| Microsoft 365 | Customer-connected email and productivity integration | Mailbox and integration data the customer connects | Customer-controlled |
| QuickBooks | Accounting integration (when enabled by the customer) | Billing and accounting records | Region-dependent |
| TD Synnex | Distributor integration (when enabled by the customer) | Product and order data | Region-dependent |
| Ingram Micro | Distributor integration (when enabled by the customer) | Product and order data | Region-dependent |
3. What this means for data residency
Solidlio itself runs in one region: Microsoft Azure Canada Central, with backups retained in Canada. Several of the sub-processors above operate outside Canada, so data sent to them leaves Canada even though our hosting does not.
- AI features send ticket text, knowledge documents and the resulting output to Anthropic in the United States. Semantic search sends the same categories of text to Voyage AI in the United States.
- Outbound and inbound email passes through SendGrid in the United States, including the full message body.
- Payment details are processed by Stripe outside Canada.
- Address autocomplete sends the partial address a user types to Geoapify in the European Union.
If your requirement is that no personal information leaves Canada, the AI and semantic-search features must be left disabled. That is a real constraint on what the product can do for you, not a caveat — and it is stated here rather than in a footnote because a residency commitment that only covers our own hosting is not the commitment most people are asking about.
4. Changes and notifications
We may add or replace sub-processors as the Services evolve. When we do, we will update this page and, where required by our customer agreements, provide advance notice so customers can review the change.
5. Contact
Questions about our sub-processors can be sent to support@solidlio.com.
Contact us
Tridacom IT Solutions Inc. — 10215 178 Street NW, Edmonton, AB, T5S 1M3, Canada.
Phone: 1-888-858-4765 · Email: support@solidlio.com