How you take your data and move to another help desk, or your own systems, at any time. It sets out what the EU Data Act (Regulation 2023/2854, Chapter VI) requires of a data processing service and applies to every customer, wherever they are. It forms part of the Data Processing Agreement (clause 14).
1. Your right to switch
You can switch to another provider, or move the data to your own systems, at any time, and you can delete all your data from the service. You give at most 30 days' notice; a workspace can also simply be exported and closed at once.
2. What you can take
All the data and metadata your workspace holds: tickets and every message, note and call in them, contacts, companies, staff accounts, the knowledge base, saved replies, automations, SLAs, custom fields, settings, time and billing records, AI records, the audit log and every attachment, logo and avatar.
3. What is not exported
Credentials and security material (passwords, API tokens, keys, secrets, passkeys), live sessions and one-time codes, and the service's own bookkeeping (backup records, presence). They cannot work anywhere else and would put you at risk if copied; set new ones on the new service. The export's manifest lists every table and column left out.
4. Formats
One ZIP file in open, documented, machine-readable formats that any system can read:
- data/<table>.jsonl: every table, one JSON object per line, with the ids that link the tables kept
- csv/: the main tables again as CSV (UTF-8, header row)
- files/: every file in its original format
- manifest.json and README.txt: what is in it, row counts, and what was left out and why
5. How
An administrator makes an export at any time in Compliance → Data requests → Export everything, after confirming it is them. It is built in the background and can be downloaded for 7 days, with its SHA-256 checksum. The REST API, webhooks and MCP server stay available to the new provider throughout the transition.
6. Timelines
Notice: at most 30 days. Transition: up to 30 days from the end of the notice, during which the service keeps running and we help with the move; it can be extended once if the move is not technically possible in time, and we tell you why. Retrieval: your data stays retrievable for at least 30 days after the transition. Then the workspace is deleted, and its backups as they expire, under DPA clause 10.
7. Charges
None. There are no switching charges and no data-egress charges, for exports or for the transition, ahead of the Data Act's requirement that they end by 12 January 2027.
8. Help and risks
Write to [email protected] to plan a move; we answer within two working days and keep the service running until it is done. Known limits: credentials do not move (section 3), and features of this service that the new one lacks (for example its billing-platform links) need setting up again there.
Administrators export everything in the app: Compliance → Data requests. Data Processing Agreement · Trust centre
This document is a template provided with the platform and should be reviewed by your own legal counsel before you rely on it for a production service.