Plan requirement
| Subscription | Suite Professional or higher |
| Access | Admin |
An add-on that fixes which region your data sits in, included at no extra cost from Suite Professional upwards. What it settles, and what it does not.
What it does
Commits your account's data to a specific region rather than leaving the location to be assigned. For organisations with a requirement about where data resides, that commitment is the point.
Who asks for it
- Public sector bodies with rules about data location.
- Regulated industries where a supervisor sets requirements.
- Companies whose own customers impose it contractually.
The demand nearly always arrives from outside rather than from the support team.
What it settles
Where the data is stored. That is a specific, checkable statement, which is what a questionnaire or an auditor wants.
There are five regions to choose from: the United States, the European Economic Area, the United Kingdom, Japan and Australia. You pick one, and everything the commitment covers is held there. Voice data is handled separately, with its own regional coverage for phone numbers, call logs, call recordings and voicemail.
What it covers, and what it leaves out
The commitment applies to tickets, messaging, live chat, your help centre and community, voice, the contact centre, the platform, analytics, Zendesk WFM, Zendesk QA and AI agents. What falls outside it is a list of named exceptions rather than a whole category, and three of them come up in practice.
- Messaging and Sunshine Conversations support data locality only on accounts created with them enabled after 17 April 2023. An older account cannot be moved to another region at all; the only route is to delete the Sunshine Conversations instance and start again. So the answer to a location question can be different for your messaging channel than for the rest of your account.
- Sunshine user profiles and events are not covered, and legacy Sunshine custom objects stay in the United States whichever region you pick.
- Several older reporting and chat features sit outside it as well: chat transcripts and CSV exports, the real-time monitor, chat email reports. Each is either fixed in the United States or the EEA, or carries no location commitment at all.
That second one is worth establishing before answering a questionnaire, because it depends on when the account was created rather than on anything you can configure.
What it does not settle
Everything else about how data is handled: who may access it, what your agents can export, how long you keep it. A region is one property, and the rest of your obligations stay exactly where they were.
Storage location answers one line of a compliance question, not the whole question.
Decide before you start
Moving an existing account is more involved than choosing at the outset. If there is any prospect of this requirement arriving, it is worth raising early.
Find out what applies to you
Whether your account has this, and what your agreement says about location, is specific to your contract. Ask pluscloud support and we will confirm it rather than describe it generally.
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