Data Residency - Showing two locations EU + USA

[Jessica Gerken]

Hey Atlassian Community,

our data residency pin to Germany was successful but I noticed that under "Show Details" it lists two servers/locations: AWS-Region in Frankfurt and USA region North Virginia.

Does this refer to the data that currently cannot be pinned (customer accounts, analytics, service registry)? Or does this mean that some of the data is not actually stored in Germany?

Because of strict regulations here in Germany and the EU I'm a little bit sceptical to really start using JSM now.

Data Residency page:

Show Details page:

[Tomislav Tobijas _Koios_ · Accepted solution]

Hi @Jessica Gerken ,

As far as I know, this/US part would apply to all data that cannot be pinned to this specific location in Germany. These would include (as you mentioned) customer accounts, product analytics, automation rule configuration data...; pretty much everything mentioned in the official documentation.

We're also based in EU so I know some complications this might raise, but as far as organization for which you're setting data residency is okay with listed data that cannot be pinned, I believe you should be good to go (regarding, for example, regulatory).

Additionally, you could check official Trust Resource Center and materials listed there (we're still waiting for official resources for DORA).

Cheers,
Tobi

[Jessica Gerken]

Hi @Tomislav Tobijas _Koios_ ,

Thanks for the answer.
I could already imagine that the US part refers to out-of-scope data.

So far we have only been using JSM for out internal IT support and project documentation. The idea of moving our main customer contact to JSM as well came up multiple times now but especially as part of the "critical infrastructure" sector I don't think we can afford to have customer data stored anywhere outside of the EU. Unfortunately.

For now we'll keep using it internally only although the softwares capabilities could really enhance our customer support workflows. We'll see.

Kind Regards,
Jessica

[Tomislav Tobijas _Koios_]

@Jessica Gerken If you reach out to Atlassian (directly) I would definitely emphasize importance of data storage location(s); mostly when referring to user data. Here's a feature request related to this topic: CLOUD-11077: Data residency controls - user account information (recommendation is to leave a vote and drop a comment stating org requirements)

Cheers,
Tobi

[Jessica Gerken]

@Tomislav Tobijas _Koios_ Thanks, gonna keep and eye on the topic. Also left a comment and like.
Surprised the topic hasn't gained more traction though. Hopefully we'll get an update on it this year.

Kind Regards,
Jessica

[marc -Collabello--Phase Locked-]

The problem is that user accounts are stored in the US.  This is personal information, and the information you'd normally be required to store in the EU.

[Jessica Gerken]

I have had a lot of trouble even finding adequate information about the out-of-scope data in their Trust Center when this is probably (I would imagine) a big point of doubt for a lot of EU/German customers.

Guess I might have to get in contact with them directly.