Data Residency

Data residency gives you control over where your data is stored and processed. You can choose to store Time to SLA data in one of 3 regions (USA, EU, and Germany) or leave this decision to Atlassian (so-called Global region).

Time to SLA for Jira Cloud follows the data residency settings of your Jira instance. For example, if your Jira is pinned to Europe and you install Time to SLA, all the app data in the scope of data residency will also be stored and processed in Europe.

Moving data between regions

If you move your Jira instance to another region, Time to SLA data will not be automatically moved to the new region. For example, if your Jira instance with Time to SLA is pinned to Europe and you request a move of the Jira instance to the USA, the Time to SLA data will stay in Europe.

To move your data, uninstall Time to SLA from Jira and install it again. Unsubscribing from your app will not impact your license status. For more information on that, you can refer to the Jira documentation. After reinstalling, the app will be located in the USA, and all relevant data will be copied from Europe. The data will be kept in the original region for 15 days and then will be removed.

Alternatively, once Jira has completed its migration, you can initiate the migration process for our app by navigating to the Data Residency page and selecting Move Apps. This will allow you to schedule the migration specifically, ensuring a seamless transition of our app data in accordance with the chosen data residency settings.

Copying Time to SLA data between regions might take significant amount of time – more than an hour in case of bigger instances. During this time, the use of the application will be restricted to ensure data consistency.

We’ll handle the migration of all your data; however, please make sure you recalculate afterward to ensure the accuracy of your SLAs.

In-scope product data

If Time to SLA is pinned to a region, the following data is stored and processed only in this region:

  • SLA and Notifier configurations

  • App settings

  • User settings

  • Reports

Out-of-scope data

The following data may be stored and processed outside of the region Time to SLA is pinned to:

  • Logs, audit product, and operational - Logs used for operational maintenance and diagnostic purposes and logs generated by changes related to content and configuration.

  • Data in transit - Data originating from external sources that are processed, and not stored, by Time to SLA services.

  • Product analytics - Anonymous events collected for in-product user experience optimization and performance.

  • User analytics - Anonymous events collected to help to understand the quality of user experience based on how a user interacts with the app.

The available data residency regions:

Time to SLA is served from the following data centers in the Amazon Web Services:

  • US - us-east-2 (Ohio, USA)

  • EU - eu-west-1 (Ireland)

  • DE - eu-central-1 (Frankfurt, Germany)