This article describes Data Center Location, which allows you to select the region in which some of your service data is located.
This article includes the following sections:
Understanding Data Center Location
Data Center Location 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 some of the services, and includes exceptions within otherwise Covered Functionality. 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 Data Center Location. As you can see there are additional exceptions noted for hosting in JP and AU as compared to the US or EEA.
Following purchase of Data Center Location and selection of the chosen region, the subscriber’s service data may be hosted outside of the chosen region to the extent described in this article and Service Data may be otherwise Processed (as that terms is defined in the Zendesk Master Subscription Agreement) 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 Master Subscription Agreement and Privacy Policy. All capitalized terms used in this article but not defined herein shall have the meaning set forth in Zendesk’s Master Subscription Agreement available here.
Covered functionality
Subject to the exceptions described in the Regional Data Hosting Policy, Data Center Location and the corresponding data hosting location commitment applies to Zendesk Support, Guide Content, Gather Content, and Zendesk Explore (collectively, the “Covered Functionality”). Data Center Location does not apply to or cover any other Zendesk Services. If Subscriber purchases the Zendesk Suite, Zendesk Support Suite, or Sales Suite, Data Center Location will apply to the underlying Covered Functionality that make up the Zendesk Suite, Zendesk Support Suite, or Sales Suite, as applicable. All Service Data for Covered Functionality which is available for Data Locality can only be hosted in a single location.
Selecting your region
Subscribers who purchase Data Center Location as part of the Zendesk Suite may select a region (US, EEA, JP, or AU) by contacting their account representative or by Zendesk customer support. If you are not entitled to data locality, or if you are so entitled but do not select a region, Zendesk may migrate your account to another region for load balancing purposes and otherwise and makes no commitments regarding the hosting location of the Service Data.
For direct purchases of Data Center Location as an add-on, selection is made at the time of purchase.
Account moves
If Subscriber has an existing account for the Covered Functionality prior to the date of Subscriber’s purchase of Data Center Location and selection of a chosen region, Zendesk may need to migrate their existing Service Data in the Covered Functionality 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
For the US and EEA, backups and audit logs of Service Data for Covered Functionality (“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.
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.
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