We have updated this Deletion Policy. If you are a new Subscriber, then this Deletion Policy will be effective as of February 1, 2021. If you are an existing Subscriber, we are providing you with prior notice of these changes which will be effective as of March 3, 2021. For the previous version of this Deletion Policy, please expand the section below.
Zendesk’s Service Data Deletion Policy (“Deletion Policy”) describes how our Subscribers’ Service Data is deleted in connection with the cancellation, termination or migration of an Account within the Zendesk Services detailed herein. This Policy does not apply to (a) data that resides in any Zendesk product or services not detailed in this Policy; (b) data that resides in Non-Zendesk Services managed and hosted by third parties and the Service Data that is or may be shared with such Non-Zendesk Services (as defined in our Master Services Agreement); or (c) data that resides in a Zendesk product or service that is in a Beta, Testing or Early Access Program (except as noted within this Deletion Policy). Definitions for the categories of Structured and Unstructured Service Data covered in this Deletion Policy can be found following the corresponding table below. Definitions for the covered functionality and Services within the Structured and Unstructured Service Data categories 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 and agent workspace functionality available within 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.
- Live Chat Functionality: means Zendesk Chat and live chat functionality available within Zendesk Suite.
- Voice Functionality: means Zendesk Talk and call center software available within Zendesk Suite.
- Analytics Functionality: means Zendesk Explore and reporting and analytics functionality available within Zendesk Suite.
Account Cancellation or Termination
Unless otherwise noted below, ninety (90) days after your Account for one of the Services listed below is cancelled or terminated; or, except as noted below, two hundred and seventy (270) days after your trial has ended for one of the Services (assuming that you have not purchased a subscription to that Service), an automated process will begin that permanently deletes your Service Data for the cancelled Service in accordance with the timelines set forth in the tables below. Once commenced, this process cannot be reversed and Service Data will be permanently deleted.
Except for Voice Functionality trial accounts and Zendesk Connect, if a Service or functionality listed below requires a Zendesk Suite, Zendesk Support Account or a Zendesk Chat Account subscription, the deletion process outlined in this Deletion Policy shall not begin until the corresponding Zendesk Suite, Zendesk Support Account or Zendesk Chat Account (as appropriate) is cancelled or terminated. Voice Functionality trial accounts for which a Subscriber does not subscribe to Voice Functionality following the trial and Zendesk Connect accounts that are terminated, will commence deletion ninety (90) days after suspension or termination of the account. This deletion will occur even if Subscriber has an active subscription to another Zendesk Service.
For Zendesk Sunshine Conversations, deletion will commence within sixty (60) days for Structured Service Data and ninety (90) days for Unstructured Service Data after the effective date of cancellation or termination of your Sunshine Conversations Account in accordance with the terms of this Deletion Policy.
Migration
In certain instances, the migration of Service Data to another data center location may be required. In this process, a copy of your Service Data will be created for the purposes of assuring that it has been fully migrated to another data center location. 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 your Service Data in the former data center location 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 Service Data is data in your Account for a Service that is viewable within the Service such as Ticket Data, Live Chat Content, Call Recordings, and Agent and End-User information.
The following table details the applicable Zendesk Service or functionality, the types of Structured Service Data in the Service or functionality, and the associated deletion details once the deletion process has commenced:
Help Desk Functionality (excluding Agent Workspace Functionality)
| Structured Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Ticket Data | 40 days |
| User Data | 40 days |
| Attachments | 40 days |
| SSL Certificates | 40 days |
Help Center Functionality
| Structured Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Help Center Content | 40 days |
| Attachments and Images | 40 days |
| Spam Filter | 40 days |
Community Forum Functionality
| Structured Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Community Forum Content | 40 days |
| Images | 40 days |
| Spam Filter | 40 days |
Live Chat Functionality
| Structured Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Live Chat Content | 120 days |
| Tags | 120 days |
| Shortcuts | 120 days |
| Bans | 120 days |
| Analytics | 120 days |
| Message Conversations | 120 days |
Voice Functionality
| Structured Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Call Recordings | 40 days |
| Transcriptions | 40 days |
| SMS Messages | 40 days |
| Call Data | 40 days |
Analytics Functionality
| Structured Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Analytics Data | 90 days |
| Zendesk Connector Data | 90 days |
Zendesk Connect
|
Structured Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Subscriber Data |
90 days |
|
End-User Data |
90 days |
|
Report and Upload Data |
90 days |
|
Web Push Messages |
90 days |
Zendesk Sunshine
|
Structured Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Sunshine Data |
90 days |
Zendesk Sell
|
Structured Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Domain Objects |
40 days |
|
Call Recordings |
40 Days |
| Emails
|
40 Days |
| Documents and Attachments |
40 Days |
| Account and Agent Data |
40 Days |
Zendesk Sunshine Conversations
|
Structured Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Sunshine Conversations Data |
60 days |
Zendesk Agent Workspace
|
Structured Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Agent Workspace Social Messaging Data |
120 days |
|
Other Agent Workspace Data |
120 days |
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.
- SSL Certificates: includes SSL certificates used when Subscriber securely accesses its custom branded Support domain.
- Help Center Content: includes data posted on a Subscriber’s Help Center Functionality such as articles and any comments thereto.
- Community Forum Content: includes data posted on a Subscriber's Community Forum Functionality 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.
- Live Chat Content: includes content inserted into a Live Chat session by an End-User or Subscriber.
- Tags: includes labels a Subscriber can add to Live Chat sessions to help categorize and sort Live Chat sessions.
- Shortcuts: includes macro responses used in Live Chat Functionality.
- Bans: includes End-User numerical id and IP address used by Subscriber to ban certain End-Users in Live Chat Functionality.
- Analytics: includes contents of reporting dashboard for Subscriber to analyze Live Chat and activities in Live Chat Functionality.
- Message Conversations: includes content inserted into a Message thread by End-Users or Agents.
- Call Recordings: includes live call recordings and voicemails.
- Transcriptions: includes written transcriptions of call recordings and voicemails. Transcriptions are also stored in Help Desk Functionality tickets.
- SMS Messages: includes content exchanged through Zendesk Text by Agents and End-Users. This data is also stored in Help Desk Functionality Tickets.
- Call Data: includes metadata about the call such as time and duration.
- Analytics Functionality Data: includes data that is stored as part of the Analytics Functionality, such as accounts, users, and metric/query/dashboard metadata.
- Zendesk 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 and Support).
- Subscriber Data: includes Subscriber, Agent and campaign information.
- End-User Data: includes End-User contact information and usage data.
- Report and Upload Data: includes CSV reports and End-User upload data.
- Web Push Messages: includes web push message campaign content.
- Sunshine Data: includes all data that Subscriber inputs into Zendesk Sunshine functionality (e.g. Custom Objects, Custom Events and Unified Profiles).
- Domain Objects: includes leads, deals, contacts, custom fields, products, notes input into Zendesk Sell by Subscribers.
- Call Recordings: includes live call recordings and voicemails processed in Zendesk Sell Voice.
- Emails: includes emails exchanged by Subscriber and End-Users within Zendesk Sell.
- Documents and Attachments: includes all documents and attachments uploaded into Zendesk Sell.
- Account and Agent Data: includes Subscriber account information and Agent Data processed in the provision of Zendesk Sell.
- Sunshine Conversations Data: includes all data that Subscriber inputs into Zendesk Sunshine Conversations functionality.
- Agent Workspace Social Messaging Data: includes Ticket Data and User Data associated with Agent Workspace tickets created via social messaging channels.
- Other Agent Workspace Data: includes all Service Data inserted into Agent Workspace functionality other than Social Messaging Data.
Data Deletion Timeline For Unstructured Service Data
Unstructured Service Data is Service Data that cannot be viewed by Subscriber in the Service or functionality and includes Service Data that, for example, is maintained in backups, logs and search indices. Unstructured Service Data is deleted according to the deletion timelines described below.
The following table details types of Unstructured Service Data in the Service and functionality and the associated timelines for deletion once the deletion process has started:
Help Desk Functionality, Help Center Functionality, and Community Forum Functionality
| Unstructured Service Data Description | 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 |
Live Chat Functionality
| Unstructured Service Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Backups | 90 days |
| Logs | 180 days |
| Emails | 90 days |
| Search Indices | 90 days |
| Message Logs | 90 days |
Analytics Functionality
| Unstructured Service Data Description | Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|---|---|
| Logs | 90 days |
Zendesk Connect
|
Unstructured Service Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Logs |
90 days |
Zendesk Sunshine
|
Unstructured Service Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Backups |
130 days |
|
Logs |
365 days |
Zendesk Sell
|
Unstructured Service Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Backups |
90 days |
|
Logs |
365 days |
|
Search Indices |
40 days |
Zendesk Sunshine Conversations
|
Unstructured Service Data Description |
Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration |
|
Backups |
95 days |
Definitions
Help Desk Functionality
- Backups: includes regular backups of any database data and logs.
- Logs: includes logs generated by applications and infrastructure.
- Archived Emails: includes raw copies of emails retained for troubleshooting purposes after transforming into ticket data.
- Search Indices: includes indices created to optimize search performance.
Live Chat Functionality
- Backups: includes backup of MySQL data for certain Account data.
- Logs: includes record of Account and Live Chat information saved for debugging purposes.
- Emails: includes logs of the header responses and status of emails sent to Subscribers.
- Search Indices: includes Live Chat data that is indexed in Elastic search for Subscriber search purposes.
Analytics Functionality
- Logs: includes logs used for the debugging of issues within Analytics Functionality.
Zendesk Connect
- Logs: includes all logging records collected within Connect.
Zendesk Sunshine
- Backups: includes regular backups of any database data and logs.
- Logs: includes logs generated by applications and infrastructure.
Zendesk Sell
- Backups: includes regular backs created in performance of Zendesk Sell.
- Logs: includes all logs generated by Zendesk Sell.
- Search Indices: includes Zendesk Sell data that is indexed in elastic search for Subscriber search purposes.
Zendesk Sunshine Conversations
- Backups: includes regular backups of any database data and logs.
Policy Limitations
This Deletion Policy is applicable only to the specific Service Data described above. As described in greater detail in our Privacy Policy and Master Subscription Agreement, Zendesk collects certain information from Subscribers to the Services, 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 (collectively, “Customer Information”).
The deletion procedures in this Deletion Policy do not apply to Account Information, which is maintained by Zendesk in accordance with its Privacy Policy and Master Subscription Agreement. Similarly, Zendesk collects and retains Usage Data (as defined in our Master Subscription Agreement), other metadata and statistical information concerning the use of the Zendesk Services which are not subject to the deletion procedures in this Deletion Policy.
Zendesk reserves the right not to adhere to this Policy when deleting Service Data in cases where Zendesk terminates an Account for violation of our Privacy Policy or Master Subscription Agreement.
Expedited Service Data Deletion
We do not offer expedited deletion of Service Data. Except as otherwise noted, all Service Data is deleted according to the schedules presented above.
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