Data Retention

Inactive User policy

As per our Inactive User Account policy, we reserve the right to terminate unpaid user accounts that are inactive for a continuous period of 120 days. In the event of such termination, all data associated with such user account will be deleted. We will provide you with prior notice of such termination and an option to back-up your data. The data deletion policy may be implemented with respect to any or all of the services. Each service will be considered independent and separate for calculating the period of inactivity. In other words, activity in one service is not sufficient to keep your user account in another service active. In case of accounts with more than one user, if at least one of the users is active, the account will not be considered inactive.

For more information, please refer to our Inactive User Accounts policy and Data Retention policy.

Retention of information

We hold the data in your account as long as you choose to use Zoho Services. Once you terminate your Zoho user account, your data will eventually get deleted from the active database during the next clean-up that occurs once in six months. The data deleted from the active database will be deleted from backups after three months.

Classifying the different types of data, desk process, and setting a retention period for the same.

Once the data is cleaned from the Active Database, the backup server will hold data for the mentioned period.

Types of Data	Trigger	Data Retention (In Trash)	Data Retention (Total Days)	BackUp server
Service Data (Module Data )	Deletes from UI	60 days in RCB	60 days	90 days after Trash delete
Service Data (Module Data )	Deletes from UI (RCB)	0	Scheduled for deletion. 24 hours.	90 days
Service Data (Settings and configurations)	Deletes from UI	0	0 (immediate)	90 days
Service Data (Settings and configurations)	Deletes from UI	0	0 (immediate)	90 days
Audit Logs	Scheduled deletion	0	2 years	90 days
Backup File	Scheduled deletion	0	7 days	90 days
Portal Deletion	Immediate Deletion Request from the customer	0	30 days	90 days
Portal Deletion	Request from the customer to close Zoho Desk account	Disable - 120 days	180 days	90 days
Portal Deletion	Portal Inactive	Disable - 120 days	180 days	90 days
Portal Deletion	DC migration	Disable - 30 days	30 days	90 days
Zoho Desk application & access logs	Internal Information. Scheduler	0	90 days	0
Zoho Desk Audit Log Retention	Internal Information. Scheduler	0	20 days	0
Zoho Desk Administrative Activity Logs	Action via Admin Tool	0	20 days	0

Accidental Data Deletion

We maintain a backup server to recover data in the case of issues originating from our end. However, if an issue is reported by the customer due to accidental deletion within the Zoho desk portal, we will not be able to recover the data.

Data sent to Integrated Services

Data sent to the integration service cannot be deleted. Once transmitted to another service, we lose all control over it. Only the integration details retained on our side can be deleted.