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EU VETTED

Customerly

Helpdesk · Irland
Gegründet 2017 · customerly.io

Dublin-based Italian-founded customer messaging + AI CRM (Customerly Ltd, 2017); EU-only data storage; Aura AI Assistant solves 71% of support volume.

Customerly bietet EU-Hosting in Irland, doch ein US-Mutterkonzern oder Unterauftragsverarbeiter hinterlässt ein materielles CLOUD-Act-Risiko. Gelistet unter Helpdesk.

Bewertungsnotizen

Customerly Limited (Dublin, Ireland; 71 Lower Baggot Street, D02 P593; incorporated 5 October 2017 by Italian entrepreneurs Luca and Daniele after MBA studies at MIP Politecnico di Milano) is a B2C SaaS-focused AI customer-service + CRM product with Aura AI Assistant, live chat, knowledge base, NPS, and chatflows. The corporate page commits explicitly that 'all data is stored in EU only'. Clean Irish ownership with no PE / VC chain visible, EU-only data residency claim, multiple G2 / Capterra / GetApp 'Leader' designations. EU-owned and EU-only data residency verified. The disclosure picture improved since the May audit: a DPA is now linked publicly from customerly.io/gdpr/ and a named sub-processors list is published at customerly.io/subprocessors/ (last updated 7 July 2026). That list is also what raises the CLOUD Act flag to material: the entire platform is hosted on AWS, the Aura AI agent runs on Microsoft Azure OpenAI Service, and vector retrieval runs on Pinecone — all EU-region, but all US-parented and therefore compellable — alongside Stripe (EU and US) and OneSignal (US). The residual gaps are that no AWS region or city is named and that AI conversations are included in every paid plan rather than being opt-in.

Befund

CLOUD Act
Eigentümer
Unterauftragsverarbeiter
5 · 5 US

Geprüfte Signale

Jurisdiktion
  • EU-/Angemessenheits-Hosting: Ja
  • EU-/Angemessenheits-Betreiber: Ja
  • Keine US-CLOUD-Act-Exposition: Nein
Transparenz
  • Öffentlicher AVV: Ja
  • Unterauftragsverarbeiter offengelegt: Ja
  • Open-Source-Clients: Nein
  • Zertifizierung durch Dritte: Nein
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Über Customerly

Customerly is a Dublin-headquartered customer-messaging + AI CRM platform operated by Customerly Limited (71 Lower Baggot Street, Dublin D02 P593, Ireland; incorporated on 5 October 2017). The company was founded by Italian entrepreneurs Luca and Daniele, who met in 2012 while completing MBAs in entrepreneurship at MIP Politecnico di Milano and later chose to incorporate in Ireland following mentorship advice that an Irish Limited or US INC structure is the standard scalable SaaS vehicle. The product is built around Aura AI Assistant (the company reports Aura solves 71% of support ticket volume and saves agents ~19 hours per month), AI Live Chat, Help Center, NPS + surveys, Chatflows, Knowledge Base, and workflow automation, positioned for B2C SaaS businesses as an Intercom / Drift / Freshdesk alternative.

For an EU-sovereignty audit the listing is structurally clean on the ownership side: Irish Limited Company, no PE or VC ownership chain visible at audit, Italian founder team, no US legal entity disclosed. The corporate page commits explicitly that "all data is stored in EU only", the most procurement-relevant signal in the category. The product carries Software Advice / Capterra / GetApp "Leader" badges. The disclosure layer has since caught up: customerly.io/gdpr/ links a public un-gated DPA, and a named sub-processor list is published at customerly.io/subprocessors/, last updated 7 July 2026. What that list shows is why the CLOUD Act flag is recorded as Erheblich: the entire platform is hosted on AWS, the Aura AI agent runs on Microsoft Azure OpenAI Service and vector retrieval on Pinecone, all in EU regions but all US-parented, alongside Stripe and OneSignal. The EU-only residency claim holds; every layer that actually holds data is nonetheless operated by a US-parented company. Aura conversations are bundled into every paid plan rather than being opt-in, and no AWS region or city is named.

Pricing is per seat and published in US dollars, with no free plan and a trial only: Core from 19 $ per seat per month, Growth $69 and Ultimate $99, each carrying an AI-conversation allowance, plus standalone Aura AI at $0.45 per conversation and an AI Companion add-on billed annually per agent. Best fit: B2C SaaS businesses needing AI-augmented customer support with native EU data-residency commitments, Italian / Irish / European SMB and mid-market SaaS teams, and any organisation that prefers a Dublin-incorporated counterparty over a US-incorporated competitor (Intercom, Drift) for category-equivalent features.

Unterauftragsverarbeiter-Karte · 5

Quelle
  • Amazon Web Services (AWS) US
    Vereinigte Staaten

    Cloud hosting, storage, databases and backups for the entire platform; vendor states EU region only

  • Microsoft Azure OpenAI Service US
    Vereinigte Staaten

    Large language model processing for the Aura AI agent; vendor states EU region only. Aura is included in every paid plan, not opt-in

  • OneSignal US
    Vereinigte Staaten

    Push notification delivery to mobile and web; vendor lists United States

  • Pinecone US
    Vereinigte Staaten

    Vector database for AI knowledge retrieval; vendor states EU region only

  • Stripe US
    Vereinigte Staaten

    Payment processing and subscription billing; vendor lists EU and United States

Quelle: veröffentlichte Unterauftragsverarbeiter-Liste des Anbieters, gelesen am 26 Aug 2026.

5 von 5 Unterauftragsverarbeitern sind in US-Eigentum oder haben ihren Sitz in den USA. CLOUD-Act-Risiko anwendbar.

Rahmenwerke & Zertifizierungen · keine gelistet

Wir haben die Website des Anbieters und die Register der Zertifizierungsstellen geprüft. Keine aktiven Zertifizierungen gefunden zum Zeitpunkt der letzten Prüfung (2026-08-26).

Funktionsmatrix

Tabelle 2Funktionen von Customerly

Workflow-Automatisierung Ja
Gemeinsames Postfach Ja
Live-Chat Ja
Wissensdatenbank Ja
Multichannel Ja
CSAT-Umfragen Ja
KI-Assistenz Ja

Integration & Zugriff

REST API Ja
SSO (SAML / OIDC) Nein

Compliance & Governance

Audit log Nein
Self-host / on-prem option Nein

Preise & Tarife

ab 19 $/Monat
Kostenpflichtig
Preisseite ansehen

Öffentliche Dokumente

  • Auftragsverarbeitungsvertrag (AVV)
    drive.google.com/file…
    Öffnen
  • Liste der Unterauftragsverarbeiter
    www.customerly.io/subprocessors…
    Öffnen
  • Nutzungsbedingungen
    www.customerly.io/terms-of-service…
    Öffnen

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