Join Us at Flow20, April 27-29 in Chicago

Data Hosting Policy

xMatters has established a regional data hosting process to explain where xMatters service information and client personally identifiable information (PII) can be hosted, and where other processing activities occur for storing, replicating backups, and log purposes.

The hosting location for xMatters client data is specified in the agreements that govern our services and it is, usually, determined by the geographic location of the clients’ operations.

Data Centers

xMatters Software as a Service (SaaS) resides and stores PII in Google Cloud Platform (GCP).

Click here for more information from GCP about their data centers.

Economic Areas GCP Data Center
European Economic Area (EEA) and Europe-Middle East-Africa (EMEA) London (europe-west2) and Germany (europe-west3)
Asia-Pacific Australia (australia-southeast1) and Singapore (asia-southeast1)
North America South Carolina (us-east1) and Iowa (us-central1)

Service Data

Information Type Location
Account credentials and logs Stored in the same region where the account is hosted
Profile Data Stored in the same region where the account is hosted
Application Data Stored in the same region where the account is hosted
Technical Support Tickets North America
Client Corporate and Financial Information North America
Incident Messaging Data Stored in the same region where the account is hosted
SMS messages (includes content exchanged through xMatters SaaS) Hosted by a sub-processor in the US and EU
Voice Notification Hosted by a sub-processor in the US
Email Message for Distributing list Hosted by a sub-processor in the US and EU

xMatters maintains an up-to-date list of the names and locations of all sub-processors used for hosting or processing clients’ data. This list may be obtained by contacting privacy@xmatters.com.

Data Backups

Datacenters for data backups are available in all economic areas (as specified above). Client and application data are typically backed up in a paired data center within the same economic region.

Data Migration

Existing clients might require that they migrate service data to a data center in another region. In such circumstances, the Data Processor Agreement and other documents will be amended prior to migration to ensure that all service data is authorized to be migrated to the new data center.

An assurance process must be conducted by xMatters Operations Team and it may take up to thirty (30) days from the date the new agreement is signed.

After the migration process has been completed and confirmed, deletion of the copy of the client’s service data in the former data center will be processed and might take up to sixty (60) days.