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This page is about Chat for JSM Cloud. Using Server or Data Center? Click the Server button abovehere. |
Most of the questions related to data policy are answered in the EULA and Spartez Software Appfire Privacy Policy.
If you think something on this page is missing or you have any security-related questions, please let us know at Spartez Software at the Appfire Support Portal or support@spartez-softwaresupport@appfire.com.
Cloud
In Chat for Service Management CloudManagement Cloud, only data crucial required for the application to be able to function are work is stored in our database, externally from your Jira instance. The data stored includes:
mapping Mapping of secure identity token used by Chat widget to Jira user identity (Jira's opaque user account ID)
configuration Configuration data required for the operation of the Atlassian Connect framework used by the application
chat Chat configuration data for your Jira projects
list List of Jira account IDs of support agents who are currently online
online Online schedules of support agents
list List of websockets WebSockets open by your customers using chat widget the Chat Widget and by your support agents, including "last seen” property
WhatsApp credentials required to work with WhatsApp Business Platform (if WhatsApp integration is enabled)
Apart Aside from that, the files attached to the conversations are stored in Amazon S3 storage. This is needed to correctly display the attachments in the conversation and to let permitted users download them when using the Chat widgetWidget. The files will be permanently deleted from Amazon S3 storage after 7 days.
The data above is only accessible by the Chat application itself for its internal purposes, and to you , and your users, accordingly according to the permissions.
It is important that the contents of conversations (not including attachments) between chat customers and your support agents are not stored outside of your Jira (and WhatsApp, if enabled) - they —they are stored only in Jira issues. However, during the conversation, the data passes through and is processed by our backend, located in Amazon AWS Lambda, in the eu-central-1 region (Frankfurt).
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If WhatsApp integration is enabled, your users' data (WhatsApp name and phone number) is stored in Issue Properties in Jira and is only accessible via Jira API.
Analytics
Additionally, we store analytics store analytics data, using:
Google Analytics
data Data securely stored in Google Cloud Platform BigQuery database
The collection of analytics can be disabled in the application's Global Settingsapplication’s Global Settings.
Feedback Collection
We value your input and strive to improve our products and services continuously. To facilitate this process, our application may include features that allow you to provide feedback, comments, suggestions, or other information ("Feedback") directly through the application. We will make reasonable efforts to anonymize and de-identify your Feedback, but please be cautious not to include any personally identifiable information in your submissions. Providing Feedback through the in-app functionality is entirely voluntary. You are not required to submit Feedback, and it will not affect your ability to use our application if you choose not to do so.
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Please note that the sub-processors listed on this page that apply to all products should be taken into consideration. |