Zendesk’s Regional Data Hosting Policy (“Data Hosting Policy”) explains where Zendesk Service Data can be Hosted if a Subscriber purchases the Data Center Location Add-On. This includes standalone purchases of the Data Center Location Add-On and purchases where the Data Center Location Add-On is included within a Suite. This Data Hosting Policy also describes exceptions. If Subscriber does not purchase the Data Center Location Add-On or a subscription plan that supports Data Center Location and for which the feature has been enabled, Zendesk makes no commitments on the Hosting location of Subscriber's Service Data. For purposes of this Data Hosting Policy, “Hosting/Hosted” means the storing, hosting or replicating of Service Data including for archival, backup and log purposes (subject to the exceptions noted herein).
All other capitalized terms not defined herein shall have the meaning set forth in Zendesk’s Master Subscription Agreement or as otherwise agreed by the parties. Definitions for the Covered Functionality can be found in the Service-Specific Supplemental Terms. For reference, such definitions are as follows:
- Ticketing System Functionality: means Zendesk Support, help desk functionality, and email support functionality available within the Zendesk Suite.
- Help Center Functionality: means Zendesk Guide and help center functionality available within Zendesk Suite.
- Community Forum Functionality: means Zendesk Gather and community forum functionality available within Zendesk Suite.
- Analytics Functionality: means Zendesk Explore and reporting and analytics functionality available within Zendesk Suite.
Covered Functionality
As explained further in the Data Center Location add-on documentation, the Data Center Location Add-On and the corresponding data hosting location commitment applies to Ticketing System Functionality, Help Center Functionality, Community Forum Functionality, and Analytics Functionality (collectively, the “Covered Functionality”). The Data Center Location Add-on does not apply to or cover any other Zendesk Services or functionality. If Subscriber purchases the Zendesk Suite or Support Suite, the Add-On will apply to the underlying Covered Functionality that makes up the Zendesk Suite or Support Suite, as applicable. Accordingly, features of the Zendesk Suite and Support Suite (or any other Zendesk products) not explicitly mentioned herein are not Covered Functionality. This Data Hosting Policy does not apply to Service Data that resides in any Beta, Testing, or Early Access Program features or functionality.
Where Service Data in Covered Functionality Can Be Hosted
The table below provides the geographical region(s) where certain types of Service Data within Covered Functionality can be Hosted.
Ticketing System Functionality
| Service Data Type | Hosting Options |
|---|---|
| Ticket, User and Attachment Data | Available to be Hosted in the European Economic Area (EEA), the United States (US), Japan (JP), or Australia (AU). |
| Insights (legacy analytics within Zendesk Support) | Not covered. Available to be Hosted in the US only. If your Account only uses Analytics Functionality for account analytics, that Service Data can be hosted in either the US or EEA as described below. |
| Net Promoter Score (NPS) email distribution lists | Not covered. Available to be Hosted in the US only |
| Archived Screencasts (No longer available) | Not covered. Available to be Hosted in the US only |
| Messaging Data | Not covered. Available to be Hosted in the US only |
Help Center Functionality
| Service Data Type | Hosting Options |
|---|---|
| Help Center Content | Available to be Hosted in the EEA, US, JP, or AU |
|
Content Block Attachments and Images |
Available to be Hosted in the EEA, US, JP, or AU |
|
Attachments and Images (excluding Content Block Attachments and Images) |
Not covered. Available to be Hosted in the US only |
Community Forum Functionality
| Service Data Type | Hosting Options |
|---|---|
| Community Forum Content | Available to be Hosted in the EEA, US, JP, or AU |
| Images | Not covered. Available to be Hosted in the US only |
Analytics Functionality
| Service Data Type | Hosting Options |
|---|---|
| Application Data and Connector Data | Available to be hosted in the EEA or US. With respect to customers hosted in JP and AU, not covered, and only available to be hosted in the US. |
| Email Campaign Data | Not covered. Available to be Hosted by Zendesk’s third party service provider, Sendgrid, in the US only. |
Additional Secondary Service Data Exceptions Applicable to JP and AU
Secondary Service Data cannot be Hosted in the Japan and Australia regions. “Secondary Service Data” means Service Data used to operate and run the Service that is not Hosted in the primary data stores where Service Data is hosted and served to users, specifically as described in the table below. Secondary Service Data includes an exact replica of Service Data that is used for platform-wide services.
The JP and AU regions act as backups for one another in the event of a widespread availability zone outage. In such a case, data would be temporarily hosted from the alternate region until the outage is remediated.
|
Datastore |
Exception |
|
Production troubleshooting logs |
Not available to be Hosted in JP and AU. |
|
Platform and ML Analytics Data |
Not available to be Hosted in JP and AU |
Zendesk Services Not Covered
For clarity, the following Zendesk services are not included in Covered Functionality:
- Zendesk Sunshine Conversations (hosting locations and options for Sunshine Conversations are described here)
- Live Chat Functionality (hosting locations and options for Live Chat, including Zendesk Chat, are described here)
- Zendesk messaging (hosting locations and options for messaging in the Agent Workspace are described here)
- Zendesk Talk and Voice Functionality: available to be hosted in EEA, US, JP, or AU, with the exception of voicemails, which are hosted in the US, and with respect to the use of the voice and SMS-provider sub-processor, Twilio, which is hosted in the US.
- Zendesk Sell
- Zendesk Sunshine
- Any other functionality not explicitly included as Covered Functionality in this Data Hosting Policy
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.
- Insights: includes all data within the Insights functionality within Ticketing System Functionality.
- Net Promoter Score (NPS) email distribution lists: includes the email addresses used within the NPS functionality within Ticketing System Functionality.
- Archived Screencasts: includes recorded screencasts stored in deprecated screencast functionality within Ticketing System Functionality.
- Messaging Data: includes all content entered into the third party messaging channels that can be enabled within Ticketing System Functionality.
- Help Center Content: includes data posted on a Subscriber’s Help Center such as articles and any comments thereto.
- Community Forum Content: includes data posted on a Subscriber's Community Forum Account such as posts and any comments thereto.
- Content Block Attachments and Images: includes files and images attached or included within the Content Block functionality.
- Images: includes image files attached to articles, posts, or comments in Help Center Functionality and Community Forum Functionality.
- Application Data: includes data that is stored as part of the Analytics Functionality, such as accounts, users, and metric/query/dashboard metadata.
- Connector Data: includes data that is ingested into Analytics Functionality from other Zendesk Services and functionality as part of the Zendesk integration (such as Suite or Support).
- Email Campaign Data: includes email addresses of recipients receiving dashboard emails within Analytics Functionality and content of the emails themselves.
- Production troubleshooting logs: Log exceptions and production log data used internally for troubleshooting purposes.
- Platform and ML Analytics Data: Replica of Service Data used by Zendesk internally for trend analysis and training of machine learning models.
2 Comments
June 1, 2021 - Updated the Data Hosting Policy to revise the Ticketing System Functionality definition.
June 1, 2022 - This Data Hosting Policy has been updated.
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