Zendesk Support’s Data Deletion Policy Follow

Zendesk Support’s Data Deletion Policy describes how Subscriber’s Service Data is deleted in connection with Account cancellation, termination or migration.

Account Cancellation or Termination

Ninety (90) days after your Zendesk Support account is canceled or terminated; or, two hundred and seventy (270) days after your trial has ended, an automated process will begin that permanently deletes your Zendesk Support Service Data in accordance with the timelines set forth in the tables below. Once begun, this process cannot be reversed and Service Data will be permanently deleted.

Migration

In certain instances, including the enablement of Advanced Security or Data Locality features, the migration of Zendesk Support Service Data to another data center may be required. In this process, a copy of your Zendesk Support Service Data will be created for the purposes of assuring that it been fully migrated to another data center. This assurance process conducted by Zendesk may take up to thirty (30) days from the date of the commencement of such migration. After the migration process has been completed and confirmed, the deletion of the copy of the your Zendesk Support Service Data in the former data center facility will commence under this policy in accordance with the timelines set forth in the tables below. Subscribers should expect that migrations will likely require a scheduled downtime.

Data Deletion Timeline for Structured Service Data

Structured Zendesk Support Service Data is identifiable data in your Account such as Zendesk Support tickets, Help Center articles, and Agent and End-User information.

The following table details types of Structured Zendesk Support Service Data and associated timelines for deletion once the deletion process has started:

Type

Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration

Ticket, Help Center and User Data

40 days

Attachments

40 days

SSL Certificates

40 days

Analytics Platform

40 days

Data Deletion Timeline For Unstructured Service Data

Unstructured Zendesk Support Service Data includes Service Data that, for example, is maintained in backups, logs and search indices; and, is not subject to the data deletion processes described above. However, there are automated processes to delete unstructured data according to our retention policies.

The following table details types of Unstructured Zendesk Support Service Data and associated timelines for deletion once the deletion process has started:

Type

Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration

Backups

130 days

Logs

365 days

Archived Emails

90 days

Search Indices

70 days

Log data in Analytics Platform

90 days

Exclusions to this Policy

The policy does not apply to the following features or services:

  • Zendesk Chat;
  • Zendesk Talk;
  • Insights; or
  • Other Services managed and hosted by third parties and the Service Data you enter into these Other Services  (as defined in our Terms of Service)

Limitations of this Data Deletion Policy

This policy is applicable only to the specific Service Data described above . As described in greater detail in our Privacy Policy, Zendesk Support collects certain information from its subscribers, such as: the names and email addresses of Agents; billing address; and other information which may be used for billing, business analytics, marketing, and notification purposes.

Zendesk Support also retains an audit log for each Account so a history of Account deletion can be accessed if necessary. The deletion procedures in this policy do not apply to this information, which is maintained by Zendesk Support in accordance with its Privacy Policy.  Similarly, Zendesk Support collects and retains Usage Data (as defined in our Privacy Policy), other metadata and statistical information concerning the use of the Zendesk Support Service which are not subject to the deletion procedures in this policy and may be retained by Zendesk.

Expedited Service Data Deletion

We do not offer expedited deletion of Service Data. All Service Data is deleted according to the schedules presented above. 

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