This article answers frequently asked questions regarding security, data storage, encryption, data retention, and compliance for OAPPS for WhatsApp Support.
Where is OAPPS data hosted and processed?
All OAPPS WhatsApp integration infrastructure and processing services are hosted on Amazon Web Services (AWS) in Dublin, Ireland (EU Region).
Is data encrypted in transit and at rest?
Yes:
In Transit: All data transmitted between Zendesk, WhatsApp, and OAPPS infrastructure is encrypted using industry-standard TLS/HTTPS protocols.
At Rest: Data stored within our AWS environment utilizes AWS EBS volume encryption (AES-256).
What data does OAPPS collect and process?
To process and deliver WhatsApp conversations into Zendesk tickets, OAPPS processes:
WhatsApp user identifiers and phone numbers;
Participant display names;
Message body content;
Media attachments (images, PDFs, voice notes, videos);
System and integration metadata.
What is OAPPS's data retention policy?
OAPPS enforces strict automated data retention limits:
Message Content: Retained on OAPPS infrastructure for up to 30 days.
Attachments: Retained on OAPPS infrastructure for up to 180 days (note: attachments offloaded directly into Zendesk storage may be deleted from OAPPS servers earlier).
Application Logs: Retained for up to 10 days for debugging and operational support.
Does OAPPS offer customer-selectable Data Residency?
Currently, custom data residency selection is not available for the QR-code connection mode; all processing and temporary storage take place in the AWS Ireland region.
Can OAPPS provide security documentation for vendor assessments?
Yes. For enterprise security reviews, vendor questionnaires, or compliance audits, OAPPS can provide:
Data Processing Addendum (DPA);
Privacy Policy & Security Documentation;
Official Subprocessor List;
Standard SOC 2 / AWS security compliance attestations for underlying infrastructure.
To request compliance documentation, please contact us directly at zendesk@oapps.io
Comments
0 comments