Regional Data Hosting Policy

Zendesk’s Regional Data Hosting Policy explains where Zendesk Service Data can be Hosted for entitled customers. Entitled customers include standalone purchasers of the Data Center Location Add-On and purchasers of a Suite that includes the Data Center Location Add-On. If Subscriber is not entitled to regional hosting or has not enabled it by selecting a region of choice, 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 Main Services Agreement or as otherwise agreed by the parties. Definitions for the Covered Functionality are as follows:

• Ticketing System Functionality: means Zendesk Support, help desk functionality, and email support functionality available within the Zendesk Suite.
• Live Chat Functionality: means Zendesk Chat and all legacy conversational functionality available within the Zendesk Suite relating to Chat (whether or not used in Agent Workspace), but excludes Zendesk messaging.
• 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.
• Tymeshift Functionality: means workforce management functionality available within a Tymeshift Add-on.

Covered Functionality

As explained 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, Live Chat Functionality, Help Center Functionality, Community Forum Functionality, Analytics Functionality, and Tymeshift 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 any Zendesk region (i.e., the United States, the European Economic Area, Japan, or Australia).
Legacy Insights functionality (analytics within Zendesk Support no longer available to new customers)	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.

Live Chat Functionality

Service Data Type	Hosting Options
Chat Data & Chat User Data	Available to be Hosted in any Zendesk region
Chat Avatars and Attachments in Agent Workspace Accounts	Available to be Hosted in any Zendesk region
Authenticated Visitors Feature	Not covered. Available to be Hosted in the EEA only
Chat History, Transcripts, Conversions, and Analytics CSV Exports	Not covered. Available to be Hosted in the EEA only
Chat Avatars, Attachments in non-Agent Workspace Accounts	Not covered. Available to be Hosted in the EEA only
Real-time Monitor (Real-time monitoring capabilities and APIs within Zendesk Chat)	Not covered. Available to be Hosted in the EEA only
Chat email reports	Not covered. Available to be Hosted in the US only

Note: Live Chat functionality was historically not covered under this policy, as this infrastructure was housed in EEA only. For Chat accounts created after October 4, 2021, Zendesk now supports transfers of this service to all regions, subject to the exceptions above. For customers interested in US- or APAC- locality, refer to these Configuration Recommendations to avoid using the features subject to locality exceptions. With questions, contact your account representative.

Help Center Functionality

Service Data Type	Hosting Options
Help Center Content, Content Block Attachments and Images, Article Images, and Article Attachments	Available to be Hosted in any Zendesk region

Community Forum Functionality

Service Data Type	Hosting Options
Community Forum Content and Images	Available to be Hosted in any Zendesk region
Community Badges	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

Tymeshift Functionality

Service Data Type	Hosting Options
Tymeshift User Inputs	Available to be hosted by Google Cloud Platform in the EEA (Germany) or US
Labels	Not covered. Available to be Hosted by Google Cloud Platform in the US only
Service Phone Numbers	Not covered. Available to be Hosted by Google Cloud Platform in the US only

Note: Tymeshift was acquired by Zendesk in May 2023. Tymeshift Subscribers will not automatically be moved in-region, and must request regional data hosting for Tymeshift Functionality by contacting their account representative or Zendesk customer support.

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)
• 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 social media messaging channels that can be enabled within Ticketing System Functionality. 
• Chat Data: includes all historical chats and associated metadata (ex. tags, user agent), visitors (non-authenticated), and chat feature/account settings.
• Chat User Data: includes identities, hashed passwords and names for Agents, and identities for visitors, excluding such data for authenticated visitors.
• Authenticated Visitors Feature: Ability to authenticate visitors using JWT on the widgets and Web SDK. Learn more.
• Chat Avatars and Attachments in Agent Workspace Accounts: Chat badges, concierge icons, and Chat attachments (from Agent to visitor or visitor to Agent) on accounts with Agent Workspace enabled. 
• Chat Avatars, Attachments in non-Agent Workspace Accounts: Same as above, in accounts without Agent Workspace enabled.
• Chat History, Transcripts, Conversions, and Analytics CSV Exports: All CSV exports requested from Chat dashboard. 
  
• Real Time Monitor & Real Time APIs: Real time metrics dashboard inside the Chat dashboard and APIs describing account/department/agent performance. Learn more.    
• Chat email reports: All transactional and feature emails sent from Chat infrastructure: Chat analytics reports, email piping, the email chat transcript option in Web Widget, and sharing exports via email from the Chat dashboard.
• 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.
• Community Badges: Identification of people in a community forum. Learn more.
• 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.
• Tymeshift User Inputs: includes Subscriber profile information, authentication information, and user inputs and interactions within Tymeshift.
• Labels: Labels and categories defined by Subscriber in Zendesk and ingested by Tymeshift including ticket tags, custom fields, Voice group names, Chat department names, and Chat/Support skill names.
• Service Phone Numbers: includes Subscriber customer service phone numbers ingested by Tymeshift.