Privacy: Customer Access & Organizations for Jira Service Management

This page is part of the Kingston Falls privacy policy. It says what this app (“the app”) works with. The policy itself covers what we hold ourselves, your rights, and how to reach us.

The short version: the app runs entirely inside Atlassian’s platform, and we, its developer, do not receive the data it works with and cannot open it.

Data the app works with

The app runs on Atlassian’s Forge platform. It reads data from your Atlassian site on behalf of the administrator using it, with that administrator’s permissions:

• Service spaces, the organizations linked to them, and their customer lists.
• Organization members and customers: name, email address where the person lets it be seen, Atlassian account ID, account type, and whether the account is active.
• Requests: who raised them, whether they are open, when they were created, and, for the dashboard widget, their organizations, SLA status, and satisfaction rating.
• Customer Service Management customer experiences and the organizations that can reach them.
• The administrator’s own name and permissions.

It keeps report snapshots, bulk change records, snapshot schedules, and dashboard counts in Atlassian-hosted storage, in your site’s data residency location. It sends nothing to any server outside Atlassian.

Your organization decides who its customers are and what the app is used for. We provide the app on your organization’s instructions. What it reads, changes, and stores is set out in full in How the app handles data.

How long the app keeps data

• The 12 most recent report snapshots for each space, the latest customer experience report, the latest bulk change check, and the last 20 applied batches.
• Dashboard counts (organization names and numbers, no people) until nobody has viewed them for 30 days.
• When an Atlassian account is closed, the app erases that person from everything it stores, usually within a week (two weeks at most). To find rows that name the person only by email address, the app keeps a one-way fingerprint of the address (never the address itself) for 60 days.
• Everything stored for a space is deleted once the space has been gone from Jira for 90 days and nobody has used it in the app for 90 days.
• When you uninstall the app, Atlassian deletes its stored data after 28 days.

What we, the developer, can see

Like every Forge app, the app writes log lines to find faults. Atlassian keeps them, and we can read them. They record what kind of job ran, for which space ID, how many people or rows it handled, how long it took, and what kind of error stopped it. The log lines hold no names, email addresses, or request contents. Account IDs and addresses that appear in an error message are masked before being logged. A site administrator can turn off our access to a site’s logs in Atlassian Administration.

Once the app is sold on the Marketplace, we receive from Atlassian the details of each installation: the site’s address, the license type and size, and the name and email address of its billing and technical contacts.

We cannot open your reports, snapshots, exports, or bulk change records.

Who else handles the data

Atlassian hosts and runs the app. It is the only sub-processor for the data the app works with.

Data inside your Atlassian site

Your organization controls it, including what the app stores. Your site’s administrators can rebuild or remove reports. They can also uninstall the app, which deletes its data.