ServiceDesk Cloud new update

Flexible database plans for ServiceDesk Plus Cloud

Choose the data isolation level suitable for your organization's industry domain and data protection standards.

  • Multi-tenant Database Plan

    (default)

    Isolation level

    In the same database instance, in the same physical server cluster within a multi-tenant architecture

    An exclusive data space is allocated to your organization within a multi-tenant database.

    Service desk cloud shared database plan

  • Exclusive Virtual Database Plan

    (optional)

    Isolation level

    In a different database instance, in the same multi-tenant physical server cluster

    An exclusive database within a multi-tenant physical server cluster is allocated to your organization.

    Service desk cloud premium database plan

  • Exclusive Physical Database Plan

    (optional)

    Isolation level

    Each organization's data in a separate physical server cluster

    An exclusive physical server cluster in the data center is allocated to your organization.

    Service desk cloud exclusive database plan

ServiceDesk Plus Cloud, the flagship ITSM suite from ManageEngine, offers flexible data storage plans for enterprises that require data isolation within a multi-tenant architecture.

Enterprise service desk data storage architecture

  • How does the multi-tenant architecture work in ServiceDesk Plus Cloud?

    ServiceDesk Plus Cloud is hosted in ManageEngine-owned data centers around the globe. The data spaces for every enterprise are logically partitioned in a multi-tenant database within a physical server cluster so that one customer's data stays private from other customers. Several advantages flow from this multi-tenant public cloud platform: Enterprises can sidestep resource requirements, such as staff, time, and costs involved in setting up server infrastructure for on-premises software, as well as migrate and customize the application swiftly with automated domain and sub-domain registration.

  • Why do I need an exclusive database within a multi-tenant architecture?

    Most enterprises opt for a multi-tenant cloud architecture for the inherent advantages outlined above; however, some industry verticals such as healthcare and insurance require or prefer an exclusive database to ensure compliance with data isolation standards or laws. This stems from the handling of personally identifiable information of patients, employees, or other users. An exclusive database or server cluster ensures that your data is isolated from other enterprise data that is part of the public cloud and that your organization complies with specific data protection regulations for your industry.

How can ServiceDesk Plus help?

  • Enterprise service desk database plans

    Flexible database plans for enterprises

    Choose a suitable database plan depending on your specific organizational requirements.

  • Enterprise service desk data privacy

    Compliance with specific data protection regulations

    Leverage an exclusive database or server cluster to comply with data isolation standards and laws.

  • Enterprise service desk application performance

    Computing resources reserved for your organization

    Take advantage of exclusive computing resources for operating your database cluster.

  • What are the differences between the Exclusive Virtual Database and Exclusive Physical Database plans?

    With the Exclusive Virtual Database Plan, an organization will be provided an exclusive database for storing application data.* This exclusive database is hosted on a multi-tenant physical server cluster in the ManageEngine data center. This plan is suitable for organizations that require data isolation at the database level.

    The Exclusive Physical Database Plan offers an exclusive physical server cluster that an organization can use to host its databases. This exclusive server cluster is physically separate from other multi-tenant server clusters and will be set up in the ManageEngine data center. This plan is suitable for organizations that require data isolation at the server level.

  • What are the advantages of the optional database plans over the default Multi-tenant Database Plan?

    Both optional database plans offer different levels of data isolation over the default Multi-tenant Database Plan.

    The Exclusive Physical Database Plan offers the highest level of data isolation with exclusive computing resources reserved for a single organization as opposed to a multi-tenant server cluster. The Exclusive Virtual Database Plan offers an exclusive database within a multi-tenant server cluster.

Frequently asked questions:

Will all my data be stored in an exclusive database if I opt for one of the optional database plans?

All enterprise data except the following will be stored in the exclusive database: ticket attachments, inline images, descriptions, and integrations.

How secure is my data in the Multi-tenant Database Plan?

In all the plans, each customer's data is completely isolated and resides in an exclusive data space and is also processed as such. Accessing or processing of data across data spaces, even if they are in the same database, is not allowed by design. At no point in time does customer data get mixed up or become accessible to each other. The optional plans are made available for customers who are mandated by specific regulations to demonstrate virtual or physical isolation of data.

Will the identity access management (IAM) service run on my exclusive database?

No, the IAM services will continue to run on a multi-tenant server database irrespective of the selected database plan.

Will I be allocated an exclusive app server?

No, the app servers will be in a multi-tenant architecture.

Will I face downtime like other enterprise customers who use a multi-tenant database?

Since the app servers are part of the multi-tenant architecture, any outage will affect all users irrespective of the database plan they have opted for.

How do I transition from the Multi-tenant Database Plan to the Exclusive Virtual Database Plan or the Exclusive Physical Database Plan?

Contact sales@manageengine.com to upgrade your database plan. You may face brief downtime while your data is migrated to an exclusive database or server cluster.

Please note that the time required to migrate your database will differ based on your selected plan and is subject to the size of your enterprise?s data as well as the availability of databases and server clusters.

Can I downgrade from the Exclusive Virtual Database or Exclusive Physical Database plans?

Yes, you can downgrade your database plan. The transition time is subject to the size of data to be migrated and other technical factors, and your organization may face brief downtime during the transition to a different plan.

If I have multiple service desk instances of ServiceDesk Plus Cloud, do I have to pay per instance for an exclusive database?

If your enterprise uses multiple instances of ServiceDesk Plus Cloud, under the Exclusive Virtual Database Plan you would need to pay per instance for an exclusive database. For enterprises that opt for the Exclusive Physical Database Plan, the pricing is irrespective of the number of instances they use.

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Let's support faster, easier, and together
Sign up(Cloud) Download(On-Premise)Request a free demo