All Fin workspaces are hosted in the US by default. However, we can provision a regional Fin workspace for you, so you can choose to have your data processed in a designated region: being the US, EU or Australia.
When switching to regional data hosting, please note that direct migration of your existing workspace data from one region to another is not possible. You'll need to create a new workspace in your desired region and manually transfer your data and settings. This process can be an opportunity to clean up outdated data and refine your organizational setup.
What type of data is included?
Regional Data Hosting means that your customer data will not be transferred outside of your region, save for the limited exceptions identified in the Regional Data Hosting Addendum. This includes:
All visitor and user data collected by the Messenger.
All the conversation data that happens via the Messenger (between you and your customers).
All the data attributes or events you collect on your workspace.
What type of data is not included?
European Union
For EU, data that is required for billing and support processes may be transferred outside of your region. This includes:
Your Name, Email & credit card data (required for billing, which occurs in the US).
Your workspace admin data (used/required for providing Customer Support).
Your Meta-data associated with usage (e.g., features used, types of messages sent, etc.)
Technical data captured on the infrastructure that will be sent to our monitoring tools.
Australia
The only personal data that may leave Australia will be:
Your Name, Email & credit card data (required for billing, which occurs in the US).
Your workspace admin data (used/required for providing Customer Support).
Emails (inbound and outbound) will go through the US due to infrastructure limitations.
Any data flowing to/from external systems (i.e. Facebook, Twitter, Salesforce, etc.) might leave your region once it leaves the Intercom system.
Creating a new regional workspace and migration
To set up a Fin workspace in a different region:
Contact our Sales team to discuss regional hosting on a new contract.
The Sales team will help create your new workspace under the selected region.
You'll need to manually create organizational settings like teammates, office hours, and integrations in your new workspace.
How to see the data region you're hosted in
It can be found in your workspace URL:
app.intercom.com for US customers
app.eu.intercom.com for EU customers
app.au.intercom.com for Australian customers
Where Regional Data Hosting centers are located
Our US data center is located in Amazon Web Services in the us-east-1 AWS Region (N. Virginia, United States).
Our EU data center is located in Amazon Web Services in the eu-west-1 AWS Region (Dublin, Ireland).
Our Australian data center is located in Amazon Web Services in the ap-southeast-2 AWS Region (Sydney, Australia).