This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.
Most of the questions related to data policy are answered in the EULA and Appfire Privacy Policy.
If you think something on this page is missing or you have any security-related questions, please let us know at the Appfire Support Portal or support@appfire.com.
Cloud
In Chat for Service Management Cloud, only data required for the application to work is stored in our database, externally from your Jira instance. The data stored includes:
Mapping of secure identity token used by Chat widget to Jira user identity (Jira's opaque user account ID)
Configuration data required for the operation of the Atlassian Connect framework used by the application
Chat configuration data for your Jira projects
List of Jira account IDs of support agents who are currently online
Online schedules of support agents
List of WebSockets open by your customers using 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)
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 Widget. 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, 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 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).
The data that we store is held securely in the Amazon AWS DynamoDB database and Amazon S3 storage, in the eu-central-1 region (Frankfurt).
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 data, using:
Google Analytics
Data securely stored in Google Cloud Platform BigQuery database
The collection of analytics can be disabled in the application’s Global Settings.
Please note that the sub-processors listed on this page that apply to all products should be taken into consideration.