Data residency

Owner: Mira Holm

Data residency is where a customer's data is stored and processed. This page is the product's side: what a customer can rely on and see. The security detail is on Data regions.

What a customer can rely on

• Each customer is placed in one region at onboarding: EU (Frankfurt), UK (London) or US (Virginia).
• Their data stays there: the database, uploaded files, logs, and backups.
• Moving to another region later needs a migration. We don't offer it as a setting.

What a customer sees

Since 27 October (ACM-296), a customer's administrators see their region on the portal's Organisation settings page: "Data kept in: EU (Frankfurt)", with backups and notices in the same region. Before that only our own administrators saw it.

Onboarding

Since 27 October onboarding asks for the region with nothing chosen and can't finish until someone picks one. A change of region after onboarding is written to the audit log with who did it and why.

What leaves the region, and when

What	Where	Notes
Notice emails	Through Mailcrest. EU customers: Mailcrest's EU region since 16 October. Others: our original account, in the US.	Mailcrest keeps message logs for 30 days where the account is. Until 16 October every customer's logs were in the US (ACM-305).
SMS codes	Through Textbridge	The phone number and the code only
Support	From inside the EU	A named few, through a logged and approved request

Change history

Version	Date	Who	What
1	17 Feb 2025	Mira	UK region added
3	19 Jan 2026	Mira	US region for Ridgeway
4	13 Oct 2026	Mira	Mail logs in the US found (ACM-305)
5	16 Oct 2026	Mira	EU mail account live
6	27 Oct 2026	Mira	Region step at onboarding; customers see their region