If you need to know where your Kayako instance is hosted this article will provide information on your Kayako account's data center location (country).
When you sign-up for a Kayako account, your data will be stored in our US-based data center facility by default.
Some businesses in regulated industries like healthcare and finance are required by data protection and privacy laws to host customer data inside the EEA (European Economic Area).
Available as part of our Growth, Scale and Enterprise plans, our European data center ensures that all account data hosting, backups, and processing are all contained within the EEA. Our data center (located in Frankfurt, Germany) meets rigorous compliance standards and ensures the same high level of security, reliability, and availability as we achieve with our US-based data center.
For more information on locating your Kayako account within Europe, you can start a conversation with our support team.
If the customer requests their instance to be relocated to the EU server, the agent should ask a preferred time during a weekday, then elevate to SaaS using migration runbook.
Also, the agent can request a runbook for a Product Request Fulfillment (PRF) form in the Self-Service portal for a certain process or request. Refer to the Requesting Runbooks For PRF Submission Forms for more details.