Zendesk Service Data Deletion Policy

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 Third Party Services managed and hosted by third parties and the Service Data that is or may be shared with such Third Party 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.

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. Except for Zendesk Talk trial accounts and Zendesk Connect, if you subscribe to more than one Service, then the automated deletion process will not begin until ninety (90) days after all Services to which you subscribe have been cancelled or terminated. Once commenced, this process cannot be reversed and Service Data will be permanently deleted. Except for Zendesk Talk trial accounts and Zendesk Connect, if a Service listed below requires a Zendesk Support Account or a Zendesk Chat Account, the deletion process outlined in this Deletion Policy shall not begin until the corresponding Zendesk Support Account or Zendesk Chat Account (as appropriate) is cancelled or terminated. Zendesk Talk trial accounts for which a Subscriber does not subscribe to Zendesk Talk 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. If Subscriber has purchased the Zendesk Support Suite or Sales Suite, Service Data for these Suites will be deleted in accordance with the timelines for the underlying Services that make up the Zendesk Support Suite or Sales Suite as applicable and detailed in this policy.

Migration

In certain instances, including the enablement of a Deployed Associated Service (“Add-on”), such as the Advanced Security Add-on or the Regional Data Hosting Locality Add-on, the migration of Service Data to another data center 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. 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 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 Service Data is data in your Account for a Service that is viewable within the Service such as Ticket Data, Chat Content, Call Recordings, Guide Content, and Agent and End-User information.

The following table details the applicable Zendesk Service, the types of Structured Service Data in the Service, and the associated deletion details once the deletion process has commenced:

Zendesk Support

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

Zendesk Guide

Structured Data Description	Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Guide Content	40 days
Attachments and Images	40 days
Spam Filter	40 days

Zendesk Gather

Structured Data Description	Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Gather Content	40 days
Images	40 days
Spam Filter	40 days

Zendesk Chat

Structured Data Description	Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Chat Content	120 days
Tags	120 days
Shortcuts	120 days
Bans	120 days
Analytics	120 days
Message Conversations	120 days

Zendesk Talk

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

Zendesk Explore

Structured Data Description	Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Explore 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

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.
• 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.
• Chat Content: includes content inserted into a Chat session by an End-User or Subscriber.
• Tags: includes labels a Subscriber can add to Chat sessions to help categorize and sort Chat sessions.
• Shortcuts: includes macro responses used in Chat.
• Bans: includes End-User numerical id and IP address used by Subscriber to ban certain End-Users in Chat.
• Analytics: includes contents of reporting dashboard for Subscriber to analyze Chat and Agent activities in Chat.
• 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 Zendesk Support tickets.
• SMS Messages: includes content exchanged through Zendesk Text by Agents and End-Users. This data is also stored in Zendesk Support Tickets.
• Call Data: includes metadata about the call such as time and duration.
• Explore Data: includes data that is stored as part of the Zendesk Explore Service, such as accounts, users, and metric/query/dashboard metadata.
• Zendesk 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).
• 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, Events API).
• 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.

Data Deletion Timeline For Unstructured Service Data

Unstructured Service Data is Service Data that cannot be viewed by Subscriber in the Service 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 the associated timelines for deletion once the deletion process has started:

Zendesk Support, Zendesk Guide, and Zendesk Gather

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

Zendesk Chat

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

Zendesk Explore

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

Zendesk Support

• 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.
• Zendesk Chat
• Backups: includes backup of MySQL data for certain Account data.
• Logs: includes record of Account and Chat information saved for debugging purposes.
• Emails: includes logs of the header responses and status of emails sent to Subscribers.
• Search Indices: includes Chat data that is indexed in Elastic search for Subscriber search purposes.

Zendesk Explore

• Logs: includes logs used for the debugging of issues within Explore.

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 Customer 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.