Data regions

Owner: Mira Holm

We run three regions: the EU, the UK and the US. Each customer is placed in one of them, and their data and backups stay there. A customer's region is set when they are onboarded.

Our regions

Region	Where	Since	Customers
EU	Frankfurt (AWS eu-central-1)	2019	Most customers, among them Kelderby, Vossberg, Parcelwise, Halden Foods
UK	London (AWS eu-west-2)	January 2025	Brakeline, Northgate, Marlow Cold Chain, the Corran pilot
US	Virginia (AWS us-east-1)	January 2026	Ridgeway Freight and one other customer

What stays in the region

• The customer's database, and every file they upload.
• Backups: written nightly to the customer's region and kept for 35 days. No copy goes to another region (Backups).
• Logs of our own services, the sign-in log, the audit log and in-app notices.
• The queues between identity-service and the notifier.

Setting a region

• At onboarding. Since 27 October (ACM-296) the onboarding wizard asks with nothing chosen and won't finish until someone picks a region. Before that it offered the EU already chosen.
• The customer's administrators see their region on the portal's Organisation settings page since the same day.
• A change of region after onboarding is written to the audit log with who did it and why. Moving a customer's data needs a migration; we did it once, for the UK customers in January 2025.

What leaves the region

What	Where it goes	Why	Status
Notice emails	Mailcrest	Sending email	EU customers: Mailcrest's EU account since 16 October. UK and US customers: our US account. Mailcrest keeps delivery logs for 30 days where the account is.
SMS codes	Textbridge	Sending the code	The number and the code only, processed in the UK and the EU
Support	People in support	Answering tickets	Support works from inside the EU. A named few, through a logged and approved request (Support access to customer data)

The mail logs

On 12 October we found that Mailcrest kept every customer's message logs in the US for 30 days, because our one account was there (ACM-305, found while building ACM-296). That meant notices to EU customers' people left the EU in those logs. Since 16 October EU customers' mail goes through a second account in Mailcrest's EU region; their new logs stay in the EU, and the old ones age out of the US account by 15 November.

UK customers' notices still go through the US account. Mira decides by 30 November whether they move to the EU account.

What we tell customers

"Your data, including backups, is stored in the [EU] region, set when you are onboarded." For Halden Foods this line is in the contract (ACM-269). Say where notices are sent from if they ask, and don't say "everything stays in the EU" for a UK or US customer.

Change history

Version	Date	Who	What
1	13 Feb 2023	Mira	One region, Frankfurt
2	6 Nov 2023	Mira	Backups stay in the region
3	20 Jan 2025	Mira	London region
4	17 Feb 2025	Mira	UK customers moved to London
5	19 Jan 2026	Mira	Virginia region, for Ridgeway Freight
6	13 Oct 2026	Mira	What leaves the region; Mailcrest's logs; support works from inside the EU
7	16 Oct 2026	Mira	EU mail account live
8	22 Oct 2026	Mira	What we tell customers, after Halden's CISO review
9	27 Oct 2026	Mira	Region step at onboarding; customers see their region (ACM-296)