Data residency

Serval customers have the ability to choose their data center region when creating their organization.

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Supported data center locations

Serval operates two data center regions. Customer data is both stored and processed within the region your organization is assigned to. If your business requires operations in both regions, you can run a separate Serval organization in each.

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What customer data is stored and processed in your region

The following categories of data live entirely within your assigned region. None of it leaves your region under normal operation.

• Ticket content and message bodies
• Knowledge base articles, embeddings, and vector indexes
• Customer files and uploaded attachments
• User profile data — names, email addresses, profile photos
• Workflow definitions and execution history
• Authentication tokens and session state
• Application audit logs

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Operational independence between regions

The US and EU regions run in independent AWS accounts with independent IAM, KMS keys, networking, and deploy pipelines. Databases are not replicated between regions. Services in one region never call services in another region for any customer-data operation.

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Frequently asked questions