Regional Data Hosting Policy
Last revised on March 19, 2026, effective as of March 19, 2026
Helprace’s Regional Data Hosting Policy explains where certain categories of Helprace Service data may be hosted and how regional hosting options apply. “Hosted” means the storing, hosting or replication of service data, including for backup, archival and log purposes. Capitalized terms not otherwise defined here have the meanings given in Helprace’s Terms of Service.
Where Helprace Service Data Can Be Hosted
Customers subscribed to plans that include regional hosting may be able to select the region in which certain categories of service data are primarily hosted, subject to product and infrastructure availability at the time.
Ticket Data: European Economic Area or United States
User Data: European Economic Area or United States
Community Data: European Economic Area or United States
Knowledge Base Data: European Economic Area or United States
Attachments and Images: may be hosted in the United States and, where supported, may also be hosted in the selected primary region depending on product configuration and infrastructure availability.
Definitions
Attachments include files attached to tickets or articles.
Community Data includes community topics, replies, comments and ratings.
Images include image files attached to tickets or articles.
Knowledge Base Data includes knowledge base and documentation articles, replies, comments and ratings.
Ticket Data includes ticket comments, tags and custom fields.
User Data includes identities, hashed passwords and names for agents and end users.
Backups, Logs and Processing
Backups, logs and operational metadata may be hosted in the selected region where available, but may also be processed in other regions as reasonably necessary to provide, secure, monitor, support and improve the Helprace Service.
Processing Outside the Selected Region
Even where a customer selects a primary hosting region, Helprace and its authorized service providers may process service data outside that region for support, security, incident response, abuse prevention, maintenance, analytics, legal compliance, or other purposes necessary to provide the service. Such processing remains subject to Helprace’s contractual and technical safeguards.
Migration
If a customer enables or changes regional hosting, migration of service data to a different region may be required. During migration, temporary copies of service data may exist in the source and destination environments until the migration is completed and verified. Migration timing and any required downtime may vary depending on account size, feature usage and infrastructure availability.
Apps and Third-Party Services
Service data shared with third-party services, integrations or applications is outside the scope of this Regional Data Hosting Policy and is governed by the third party’s own terms and policies.
Other Data Collected
As described in our Privacy Policy, Helprace also collects information in connection with marketing, sales, support, billing, account management and administration. That information is outside the scope of this Regional Data Hosting Policy and is governed by our Privacy Policy.
