This article describes the Data Center Location add-on for Support Enterprise, which allows you to select the region in which some of your service data is located.
This article includes the following sections:
Understanding the Data Center Location add-on
The Data Center Location add-on gives subscribers the option to have their service data for select covered services (defined below) hosted in either the United States or European Economic Area (EEA). Zendesk’s commitment to host service data in a given region only applies to some of the services, and includes exceptions within otherwise Covered Services. A full description of what services can be hosted in the subscriber’s chosen region and which cannot can be found in the Regional Data Hosting Policy. Please review this policy closely as it contains important information about the scope of Zendesk’s commitments related to the add-on.
Subject to the exceptions described in the Regional Data Hosting Policy, the Data Center Location add-on and the corresponding data hosting location commitment applies to Zendesk Support, Guide Content, Gather Content, 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. All Service Data for Covered Services which is available for Data Locality can only be hosted in a single location.
If Subscriber has an existing Zendesk Support, Guide, Gather, or Explore Account prior to the date of Subscriber’s purchase of the add-on, Zendesk may need to migrate their existing Service Data in the Covered Services to the chosen location. To accomplish this move Zendesk will make a copy of Subscriber’s Service Data for the purposes of assuring that all relevant Service Data has been fully migrated successfully to the chosen location. After the migration process has been completed and confirmed, deletion of the copy of Subscriber’s Service Data in the former location will commence under Zendesk’s Data Deletion Policy available here.
Backups and Logs
Backups and audit logs of Service Data for Covered Services (“Backups and Logs”) are hosted in the chosen location. Backups and Logs may be otherwise Processed outside of the EEA and the US in accordance with the policies below. If Subscriber purchases the add-on and selects hosting in the EEA and has also purchased the Advanced Security add-on, Advanced Compliance add-on, or Enhanced Disaster Recovery add-on, Subscriber’s Service Data will be replicated and hosted for disaster recovery and failover purposes at a separate data center located within the EEA.
Service Data, including Service Data within Covered Services, may be Processed by any member of the Zendesk Group or their authorized third party service providers in other regions, countries and territories. Processing of Service Data is performed as necessary to provide the applicable Service and all members of the Zendesk Group and third party service providers are subject to strict technical and organizational measures to protect the Service Data that is processed by them. Processing of Service Data by a member of the Zendesk Group or their authorized third party service providers may include storage (that is incidental to the purpose of such Processing) in other regions, countries and territories for a limited period of time.
If You choose to integrate with or otherwise enable Non-Zendesk Services, Service Data may be shared with Non-Zendesk Services, including third party applications that integrate with Zendesk Services through apps and other integrations. These include Zendesk Apps made available on the Zendesk Marketplace or through the Agent interface in the Zendesk Service. Service Data that is hosted or Processed by such Non-Zendesk Services is outside the scope of the add-on.