Data Policy

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.

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.