Regional Data Hosting Policy

Zendesk’s Regional Data Hosting Policy (“Data Hosting Policy”) explains where Zendesk Service Data can be Hosted if a Subscriber purchases the Data Center Location Add-On. This includes standalone purchases of the Data Center Location Add-On and purchases where the Data Center Location Add-On is included within the purchased Service Plan. This Data Hosting Policy also describes exceptions to the commitment. If Subscriber does not purchase the Data Center Location Add-On, Zendesk makes no commitments on the Hosting location of Subscriber's Service Data. For purposes of this Data Hosting Policy, “Hosting/Hosted” means the storing, hosting or replicating of Service Data including for archival, backup and log purposes.

All other capitalized terms not otherwise defined herein, shall have the meaning set forth in Zendesk’s Master Subscription Agreement available here or as otherwise agreed by the parties. Definitions for the categories of Service Data covered in this Data Hosting Policy can be found following the table below. Definitions for the Covered Functionality can be found in the Service-Specific Supplemental Terms found here: https://support.zendesk.com/hc/en-us/articles/360047508453-Supplemental-terms-Zendesk-s-service-specific-terms. For reference, such definitions are as follows:

• Help Desk Functionality: means Zendesk Support and ticketing functionality, email support functionality available within the Zendesk Suite.
• Help Center Functionality: means Zendesk Guide and help center functionality available within Zendesk Suite.
• Community Forum Functionality: means Zendesk Gather and community forum functionality available within Zendesk Suite.
• Analytics Functionality: means Zendesk Explore and reporting and analytics functionality available within Zendesk Suite.

Covered Functionality

As explained further in the data center location add-on documentation (found here: https://support.zendesk.com/hc/en-us/articles/360053579674), the Data Center Location Add-On and the corresponding data hosting location commitment applies to Help Desk Functionality, Help Center Functionality, Community Forum Functionality, and Analytics Functionality (collectively, the “Covered Functionality”). The Data Center Location Add-on does not apply to or cover any other Zendesk Services or functionality. If Subscriber purchases the Zendesk Suite or Support Suite, the Add-On will apply to the underlying Covered Functionality that make up the Zendesk Suite or Support Suite, as applicable. However, the Zendesk Suite and the Zendesk Support Suite do not expand the commitments otherwise described herein. The Zendesk Agent Workspace is not a Covered Service. This Data Hosting Policy does not apply to Service Data that resides in any Zendesk product or services not described as covered in this Data Hosting Policy including features in Beta, Testing, or Early Access Program.

Where Service Data in Covered Functionality Can Be Hosted

The table below summarizes the geographical region(s) where certain types of Service Data within Covered Functionality can be Hosted when the Add-On is purchased and Data Locality is enabled.

Help Desk Functionality

Service Data Type	Hosting Options
Ticket, User and Attachment Data	Available to be Hosted in the European Economic Area (EEA) or the United States (US)
Insights (legacy Analytics within Zendesk Support)	Not covered. Available to be Hosted in the US only. If your Account only uses Analytics Functionality for account analytics, that Service Data can be hosted in either the US or EEA as described below.
Net Promoter Score (NPS) email distribution lists	Not covered. Available to be Hosted in the US only
Archived Screencasts (No longer available)	Not covered. Available to be Hosted in the US only
Messaging Channel Data	Not covered. Hosted in the same region where the Subscriber's Help Desk Functionality account is Hosted or in the US at Zendesk's discretion.

Help Center Functionality

Service Data Type	Hosting Options
Help Center Content	Available to be Hosted in the EEA or the US
Attachments and Images	Not covered. Available to be Hosted in the US only

Community Forum Functionality

Service Data Type	Hosting Options
Community Forum Content	Available to be Hosted in the EEA or the US
Images	Not covered. Available to be Hosted in the US only

Analytics Functionality

Service Data Type	Hosting Options
Application Data and Connector Data	Hosted in the same region where Subscriber’s connected Help Desk Functionality account is Hosted.
Email Campaign Data	Not covered. Available to be Hosted by Zendesk’s third party service provider, Sendgrid, in the US only.

 

Definitions

• Ticket Data: includes ticket comments, tags, custom fields and audit events.
• User Data: includes identities, hashed passwords and names for both Agents and End-Users.
• Attachments: includes files attached to tickets or articles.
• Insights: includes all data within the Insights functionality within Help Desk Functionality.
• Net Promoter Score (NPS) email distribution lists: includes the email addresses used within the NPS functionality within Help Desk Functionality.
• Archived Screencasts: includes recorded screencasts stored in deprecated screencast functionality within Help Desk Functionality. 
• Messaging Channel Data: includes all content entered into the third party messaging channels that can be enabled within Help Desk Functionality. 
• Help Center Content: includes data posted on a Subscriber’s Help Center such as articles and any comments thereto.
• Community Forum Content: includes data posted on a Subscriber's Community Forum Account such as posts and any comments thereto.
• Images: includes image files attached to articles, posts, or comments in Help Center Functionality and Community Forum Functionality.
• Application Data: includes data that is stored as part of the Analytics Functionality, such as accounts, users, and metric/query/dashboard metadata.
• Connector Data: includes data that is ingested into Analytics Functionality from other Zendesk Services and functionality as part of the Zendesk integration (such as Suite or Support).
• Email Campaign Data: includes email addresses of recipients receiving dashboard emails within Analytics Functionality and content of the emails themselves.