Regional Data Hosting Policy

Last Modified: May 24, 2018

Stuffix’s Regional Data Hosting Policy (Data Hosting Policy) explains where Helprace  Service Data can be Hosted, and where other processing activities occur. “Hosting/Hosted” means the storing, hosting or replicating of Service Data including for archival, backup and log purposes. All other capitalized terms not otherwise defined herein such as “Service Data”, shall have the meaning set forth in Stuffix’s Terms of Service. Definitions for the categories of Service Data covered in this Data Hosting Policy can be found following the table below. This Data Hosting Policy does not apply to (a) data that resides in any Stuffix product or services not detailed in this Data Hosting Policy; (b) data that resides in Third Party Services managed and hosted by third parties and the Service Data that is or may be shared with such Third Party Services (as defined in our Terms of Service); or (c) data that resides in a Stuffix product or service that is in a Beta, Testing or Early Access Program (except as noted within this Data Hosting Policy).

Where Helprace Service Data Can Be Hosted

Stuffix Subscribers who purchase the Helprace Complete plan have the ability to select the region in which data centers that Host certain parts of their Service Data are located from the data center regions made available by Stuffix (Regional Data Hosting). The table below summarizes the geographical region(s) where certain types of Service Data can be Hosted when Regional Data Hosting is enabled. Furthermore, all Service Data which is available for Regional Data Hosting as detailed in this Data Hosting Policy can only be Hosted in a single region.

  • Ticket Data – Available to be Hosted in the European Economic Area or the United States

  • User Data – Available to be Hosted in the European Economic Area or the United States

  • Attachments and Images – Available to be Hosted in the US only

  • Community Data – Available to be Hosted in the European Economic Area or the United States

  • Knowledge Base Data – Available to be Hosted in the European Economic Area or the United States

Definitions

Attachments: includes files attached to tickets or articles.

Community Data: includes community topics, replies, comments and ratings.

Images: includes image files attached to tickets or articles.

Knowledge Base Data: includes knowledge base and docs articles, replies, comments and ratings.

Ticket Data: includes ticket comments, tags and custom fields.

User Data: includes identities, hashed passwords and names for both Agents and End-Users.

Hosting and Processing of Backups and Logs

Stuffix’s backups and audit logs of Service Data for which Regional Data Hosting is available (Backups and Logs) are also Hosted in the selected region. Backups and Logs may be otherwise Processed outside of the EEA and the US in accordance with the policies below.

Processing of Service Data

Service Data, including Service Data for which Regional Data Hosting is available, may be Processed (as that term is defined in our Terms of Service and Privacy Policy (as amended from time to time)) by any member of Stuffix 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 Stuffix and third party service providers are subject to strict technical and organizational measures to protect the Service Data that is Hosted or Processed by them. Service Data may also be transferred, Processed or disclosed as required by law or in response a legal process as described in our Terms of Service and Privacy Policy.

Protections for Personal Data

Service Data may include data relating to an identified or identifiable natural person, which includes persons that can be identified, directly or indirectly, in particular by reference to one or more factors specific to their physical, physiological, mental, economic, cultural or social identity (Personal Data). Applicable Data Protection Laws (as the term is defined herein) sets out a number of data protection requirements which apply when Personal Data is being Processed. Applicable Data Protection Law means the following data protection law(s)): (i) where Data Controller is established in an European Economic Area (“EEA”) member state or where Data Controller’s Agents or End-Users access the Services from an European Economic Area (“EEA”) member state: (a) prior to May 25, 2018, the Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 (as implemented as part of the relevant national laws of the member state in which the data controller is established), and (b) on and after May 25, 2018, the EU Regulation 2016/679 (and any applicable national laws made as part of it); and (ii) where the data controller is established in Switzerland, the Swiss Federal Act of 19 June 1992 on Data Protection (as may be amended or superseded).

Migration

For existing Stuffix Subscribers who enable Regional Data Hosting, migration of Service Data to a data center in the requested region may be required. In such circumstances, a copy of Subscriber’s Service Data will be created during the migration process for the purposes of ensuring that all Service Data required to be migrated has been fully migrated to the data center in the specified region. This assurance process conducted by Stuffix may take up to thirty (30) days from the date of commencement of such migration. After the migration process has been completed and confirmed, deletion of the copy of the Subscriber’s Service Data in the former data center will commence. Subscribers should expect that migrations will likely require a scheduled downtime.

Stuffix Apps and Third Party Services

Service Data may be shared with Third Party Services (as that term is defined in our Terms of Service, as amended from time to time), including third party applications that integrate with Helprace Services through apps and other integrations. These include Apps made available  through the Agent interface in the Helprace Service. Service Data that is Hosted or Processed through such Third Party Services is outside the scope of this Data Hosting Policy. Please contact the providers of these Third Party Services directly if you have questions about Hosting or Processing of Service Data through these Third Party Services.

Other Data Collected

As detailed in our Privacy Policy, we collect data and other information in connection with the operation and management of Stuffix and the marketing, sales, support and administration of their respective businesses and services, including Helprace Services. This information may include Personal Data, such as (but not limited to) payment information and the names and email addresses of individuals authorized to use Helprace Service as Agents (as that term is defined in our Terms of Service). Our collection, use and sharing of this information is outside the scope of this Data Hosting Policy and is governed by our Privacy Policy; however, you can rest assured that we comply with the EU Directive with respect to all Personal Data included in such information.