INTK-2026-0042SubmittedMediumConfidential

Customer support chat platform

Replace our legacy ticketing tool with a modern chat-based platform that integrates with Slack.

Business owner

Marie Dupontmarie.dupont@company.com

SME reviewer

Unassigned

Procurement

Unassigned

Vendor

Intercom (proposed)

Users

Annual cost

€48,000

Submitted

2 days ago

Updated

2 days ago

Expected go-live

7/22/2026

Nature of the service: SaaS customer support chat platform
Proposed vendor (if known): Intercom
Estimated contracted value (€): 48,000
Entity signatory: Acme EU SAS
Beneficiary department: Customer Support
Contract type: New service
Does the service support a critical or important business function?: No
If yes, which critical / important function?: —
Is the service defined as a material process in the BIA? Select the RTO.: Not a material process

Will the supplier have access to personal data in the delivery of the service?: Yes
Estimated volume of personal data processed per annum: 50,000
Estimated volume of sensitive personal data processed per annum: —
Will data be transferred outside the EU / EEA?: Yes
Will the vendor act as:: Processor
Is a DPIA required?: No
Will the service use AI?: Yes

Maximum classification of information handled by the supplier: Confidential
Will the vendor have privileged access to company systems and/or networks?: No
Will the vendor have access to the company's restricted zones / premises?: No access
Highest confidentiality impact in case of a major data leakage at the vendor: Medium
Highest integrity impact in case of major corruption at the vendor: Low
Highest availability impact in case of major disruption at the vendor: Medium
Will the vendor host data?: Yes
Will the vendor access systems remotely?: —
Will the vendor connect via API / integration?: Yes
Authentication model: SSO / MFA required?: Yes
Any cyber certification (ISO 27001, SOC 2, etc.)?: Yes

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