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Digital Messaging data residence and retention

Updated on November 6, 2023

Digital Messaging Service is deployed across multiple Amazon Web Services (AWS) regions for secure storage and transmission of client administration data and customer ID information.

Data residence

Pegasystems deploys Digital Messaging Service in the following AWS regions:

  • ca-central-1 (Montreal, Canada)
  • eu-central-1 (Frankfurt, Germany)
  • eu-west-1 (Ireland)
  • eu-west-2 (London, United Kingdom)
  • us-east-1 (North Virginia, USA)

Pegasystems determines the AWS region for the client when provisioning the Digital Messaging credentials. Digital Messaging Service securely stores client administration data and customer ID information to facilitate the transmission of customer messages. Additionally, the system temporarily stores file attachments (for up to 24 hours) during the transfer process of chat messages from the customer to the Pega Platform or Pega Customer Service application, or from the CSR or chatbot to the customer.

Data retention

The system retains Digital Messaging data, such as client administration data and customer ID information, for the duration of the active subscription. Clients agree to be responsible for the classification and use of the data they gather, including data minimization and retention practices.

Clients have the ability to add or remove administration details associated with their digital accounts (for example, Facebook Pages) as required for their program. Upon removal of a client's account, the system automatically removes the associated customer IDs from their digital accounts.

Note: At the end of subscription term or removal of the digital account, after the system returns the client data, Pegasystems will securely erase any remaining client data stored in Digital Messaging Service by using industry-standard deletion techniques.

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