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 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. 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.

Covered Services

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 Zendesk Support, Zendesk Guide, Zendesk Gather, and Zendesk Explore (collectively, the “Covered Services”). The Data Center Location Add-on does not apply to or cover any other Zendesk Services. If Subscriber purchases the Zendesk Support Suite or Sales Suite, the Add-On will apply to the underlying Covered Services that make up the Zendesk Support Suite or Sales Suite, as applicable. However, the Zendesk Suite does not expand the commitments otherwise described herein. The Zendesk Agent Workspace is not a Covered Service.

Where Service Data in Covered Services Can Be Hosted

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

Zendesk Support

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 Zendesk Explore 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 Zendesk Support account is Hosted or in the US at Zendesk's discretion.

Zendesk Guide

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

Zendesk Gather

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

Zendesk Explore

Service Data Type	Hosting Options
Application Data and Connector Data	Hosted in the same region where Subscriber’s connected Zendesk Support 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 Zendesk Support.
• Net Promoter Score (NPS) email distribution lists: includes the email addresses used within the NPS functionality within Zendesk Support.
• Archived Screencasts: includes recorded screencasts stored in deprecated screencast functionality within Zendesk Support. 
• Messaging Channel Data: includes all content entered into the third party messaging channels that can be enabled within Zendesk Support. 
• Guide Content: includes data posted on a Subscriber’s Guide Account such as articles and any comments thereto.
• Gather Content: includes data posted on a Subscriber's Gather Account such as posts and any comments thereto.
• Images: includes image files attached to articles, posts, or comments in Guide and Gather.
• Application Data: includes data that is stored as part of the Zendesk Explore Service, such as accounts, users, and metric/query/dashboard metadata.
• Connector Data: includes data that is ingested into Explore from other Zendesk Services as part of the Zendesk integration (such as Support, Talk, Chat, Guide).
• Email Campaign Data: includes email addresses of recipients receiving dashboard emails within Zendesk Explore and content of the emails themselves.