This article describes the Data Center Location add-on, which allows you to select the region in which some of your Service Data is hosted.
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 these sections:
- Understanding the Data Center Location add-on
- Data Center Location eligibility
- Covered functionality
- Available Data Hosting locations
- Verifying the Data Center Location
- Activating the Data Center Location add-on
- If the Data Center Location add-on is not activated
- Account moves
- Processing
- Non-Zendesk services
Understanding the Data Center Location add-on
Providing excellent customer experience is a key value for Zendesk, as is keeping that data private, safe and secure. Zendesk recognizes the need for businesses to store data within certain borders and thus offers a solution to address these concerns. It is also particularly important for organizations with needs related to local data protection regulations, such as the General Data Protection Regulation (GDPR) in the European Union, the California Consumer Privacy Act (CCPA), or the Australian Privacy Act (APA).
By offering customers the Data Center Location add-on, Zendesk allows them to select a data center hosting location in a region that aligns with their compliance requirements.
An activated Data Center Location gives subscribers the option of having their data hosted in a location selected by them, with some exceptions described in the Regional Data Hosting Policy.
Data Center Location eligibility
The Data Center Location add-on is available and free of charge for Zendesk Suite Professional or higher plans. Customers with legacy plans, such as Support Suite Enterprise and Support Enterprise, can purchase the Data Locality add-on separately or migrate to our latest Zendesk Suite offerings where this is included.
Covered functionality
A comprehensive view of the Zendesk functionalities covered by the Data Center Location feature, as well as the exceptions, is described in the Regional Data Hosting Policy. Subject to the exceptions described there, the Data Center Location add-on and the corresponding data hosting location commitment applies to Zendesk Support, Chat, Guide, Gather, Explore, Talk, and Zendesk WFM (Tymeshift) (collectively, the “Covered Functionality”).
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.
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 this article, the Zendesk Main Services Agreement, and the Privacy Notice.
Available Data Hosting locations
With the Data Center Location add-on, a Subscriber can choose to host their data within the following regions:
- United States
- European Economic Area (EEA)
- United Kingdom (UK)
- Japan (JP)
- Australia (AU)
Up to date information can be found in Data Hosting Locations for Your Zendesk Service Data. Service Data for Covered Functionality can only be hosted in a single location.
Verifying the Data Center Location
The Data Center Location can be found at the bottom of the Admin Center home page. See Viewing account information on Admin Center Home.
Activating the Data Center Location add-on
If you are on a Zendesk Suite plan, the Data Center Location feature is included but not automatically activated. To activate the feature and initiate the account's move to the correct data center location, you should contact your account representative or Zendesk Customer Support.
For direct purchases of Data Center Location as an add-on, region selection is made at the time of purchase.
If the Data Center Location add-on is not activated
To balance demand, improve performance, and provide the best service, we may move the account data of customers who do not have or have not activated the Data Center Location add-on between regions without notice. If an account has purchased the Data Center Location add-on and activated it, we will ensure that regional moves stay within the selected region.
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 the Zendesks Service Data Deletion Policy.
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 parties that integrate with Zendesk Services through apps and other integrations. These include 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 Data Center Location add-on.