About the Data Center Location add-on

This article describes the Data Center Location add-on, which allows you to select the region in which some of your service data is located.

All capitalized terms used in this article, but not defined herein, have their meaning set forth in Zendesk’s Main Services Agreement.

This article includes the following sections:

• Understanding the Data Center Location add-on
• Covered Functionality
• Selecting your region
• Account moves
• Backups and logs
• Processing
• Non-Zendesk services

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 Functionality (defined below) hosted in the United States, European Economic Area (EEA), Japan (JP) or Australia (AU). Zendesk’s commitment to host service data in a given region only applies to certain services, and includes exceptions within otherwise Covered Functionality. A full description of which services can and cannot be hosted in the subscriber’s chosen region t are described  in the Regional Data Hosting Policy. Zendesk recommends that you review this policy closely as it contains important information about the scope of Zendesk’s commitments related to the Data Center Location add-on. Also, there are additional exceptions noted for hosting in JP and AU compared to the US or EEA.

Following the purchase of the Data Center Location add-on and selection of a region, the subscriber’s service data may be hosted outside of the chosen region to the extent described in this article. Service Data may be otherwise processed in countries and territories outside of the chosen location as reasonably necessary to provide the Services or as otherwise described in the most recent Zendesk Main Services Agreement and Privacy Policy. 

Covered Functionality

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, Chat, Guide, Gather, Explore, and Tymeshift (collectively, the “Covered Functionality”). The Data Center Location add-on does not apply to or cover any other Zendesk Services. If the subscriber purchases the Zendesk Suite, Zendesk Support Suite, or Sales Suite, the Data Center Location add-on applies to the underlying Covered Functionality that make up the Zendesk Suite, Zendesk Support Suite, or Sales Suite, as applicable. Service Data for Covered Functionality can only be hosted in a single location.

Selecting your region

Subscribers who purchase the Data Center Location add-on as part of the Zendesk Suite may select a region (US, EEA, JP, or AU) by contacting their account representative or by contacting Zendesk customer support. If you are not entitled to data locality, or if you are entitled but do not activate the feature and specify a region, Zendesk may migrate your account to another region for performance optimization purposes and otherwise makes no commitments regarding the hosting location of the Service Data.

For direct purchases of Data Center Location as an add-on, region selection is made at the time of purchase.

Account moves

If the subscriber has an existing account for the Covered Functionality prior to the date of subscriber’s purchase of the Data Center Location add-on and selection of a chosen region, Zendesk may need to migrate their existing Service Data which is eligible under the Regional Data Hosting Policy to the chosen location. To do so, Zendesk makes a copy of the subscriber’s Service Data to assure that all relevant Service Data is fully migrated successfully to the chosen location. After the migration process has been completed and confirmed, deletion of the copy of the subscriber’s Service Data in the former location commences under Zendesk’s Data Deletion Policy.

Backups and logs

For the US and EEA, backups and audit logs of Service Data for Covered Functionality, excluding Tymeshift (“Backups and Logs”) are hosted in the chosen region. Backups and Logs may be otherwise processed outside of the EEA and the US in accordance with the policies below. 

For JP and AU, certain Secondary Service Data (as defined and explained in the Regional Data Hosting Policy) is not available to be hosted in these countries.

Processing

Service Data, including Service Data within Covered Functionality, 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.

Non-Zendesk services

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.