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.
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.
Choose a suitable database plan depending on your specific organizational requirements.
Leverage an exclusive database or server cluster to comply with data isolation standards and laws.
Take advantage of exclusive computing resources for operating your database cluster.
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.
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.
All enterprise data except the following will be stored in the exclusive database: ticket attachments, inline images, descriptions, and integrations.
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.
No, the IAM services will continue to run on a multi-tenant server database irrespective of the selected database plan.
No, the app servers will be in a multi-tenant architecture.
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.
Contact firstname.lastname@example.org 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.
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 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.