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 can ServiceDesk Plus help?

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.

Let's support faster, easier, and together

Let's support faster, easier, and together