Deskpro Regional Data Hosting

Last Updated: 9th January 2024

This policy outlines the Regional Data Centers available to You ("Customer" or "Data Controller") that your Deskpro ("Deskpro" or "Data Processor") Cloud account can be hosted in.

Deskpro offers Regional Data Hosting across all Plans.

Our cloud service data-center providers operate state-of-the-art, ISO27001, PCI DSS Level 1, HIPAA, EU-US Privacy Shield, Data Privacy Framework & SOC 2 Type compliant data centers. Automated fire detection and suppression systems are installed in networking, mechanical, and infrastructure areas. All data centers are constructed to N+1 redundancy standards.

Data Center Choice

Team & Professional Plans

For Team and Professional plans, Deskpro offers deployment of Cloud accounts onto data centers located in either the US, EU or UK. Customers can choose which region they wish to exclusively host their data in, as standard.

Enterprise Plan

As part of the Deskpro Enterprise plan, Customers are able to choose, from locations across 6 continents, which data center they would like their data to be hosted on.

Is Data Encrypted?

Yes. Whichever data center that Customers choose to host their data on, is set-up for encrypting data-at-rest and data-in-transit. Lifecycle and permissions of encryption data and keys is managed securely.

Data at Rest

All customer data is stored encrypted on servers (with the AES-256 encryption algorithm).

Data in Transit

Any data that is transmitted into and from the Deskpro platform is encrypted over-the-wire in line with industry best-practices. Web traffic over HTTP is secured with TLS 1.2 or 1.3 using proven-secure cipher suites.

What type of data is included?

When a Deskpro customer selects their data center location, the core product operates and resides within that chosen geographical region. This means that all components, from data storage to processing, are situated in the specified location, ensuring data sovereignty and compliance with regional regulations. This strategic alignment guarantees that the entire Deskpro experience is localized and securely housed within the selected data center.

• Ticketing
• CRM
• Help Center
• Tasks
• Reports
• Admin
• Live Chat
• Messenger
• Voice* (Currently US-hosting only)
  

What type of data is not included?

To provide optimal customer support worldwide, Deskpro ensures global assistance across various time zones. Our support teams are strategically spread out globally, utilizing the 'follow the sun' approach.

Note: For Customers hosted on EU or UK data centers, our European support team manages your support requirements, adhering strictly to EU/UK GDPR regulations.

Data that is required for billing and support processes may be transferred outside of your region. This includes:

• Your Name, Email & credit card data (for billing purposes via PCI compliant solution)
• Your account admin data (for providing Customer Support)
• Technical infrastructure data (sent to our monitoring tools)

Non-Deskpro services

Should you opt to add third-party integrations/apps or activation of Non-Deskpro Services, such as social media messaging channels, Service Data may be exchanged with these services. Deskpro cannot control where the Service Data is hosted on these third-party apps or integrations. It is the responsibility of the Customer to check with the appropriate application provider, where they are hosting their data.

Note: an executable version is available upon request, that confirms in writing, location of Data Center and Data-at-rest.